If the customer isn’t shopping alone, you can include the rest of the party by:

Giving other service to those in the party, such as offering a chair or a cup a refreshment

A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

listening and responding to the other person in a way that improves understanding

If a customer walks directly to an item, this may indicate that he:

Knows what he wants and would probably appreciate quick, efficient service

You can best determine the customer’s needs by gathering information through careful observation and by asking the customer thoughtful questions.

Asking the customer thoughtful questions

To keep the lines of communication open, the best questions to ask:

Begin with who, what, where, when, how, or why

Which of the following are examples of open-ended questions? Can I help you? What features are important to you? Do you like blue or brown? Is this all for you today?

What features are important to you?

When fitting products to the customer, you should:

Ask questions that will help her define the right fit.

Which of the following phrases might be appropriate when discussing clothing size with your customer? You look to be about a size XX. Have you worn this brand before? What size was most comfortable for you? How big are you? You wear a bigger size on the bottom than on the top.

Have you worn this brand before? What size was most comfortable for you?

How would you handle a situation where a customer wants a brand that you don’t carry?

Get permission from him to show the items you do have that meet his needs

If your store does not offer the particular product or service the customer is looking for, your first option should always be to:

Suggest alternatives that your store does carry

Which of the following scenarios shows the proper use of a business card? The Salesperson says, I’m glad I was able to help you find what you needed today. Here are a few of my cards—be sure to tell your friends and family about me., We don’t have business cards here, but if you’ll give me yours I will call you whenever something interesting comes in., If you change your mind and do want some help, here’s my card. Just tell the other salespeople that I am already helping you.

I’m glad I was able to help you find what you needed today. Here are a few of my cards—be sure to tell your friends and family about me.

Which of the following are acceptable ways to ask a customer’s permission to provide alternatives? We don’t carry that specific brand, but may I suggest ..., Is that the only brand you were interested in?, Is there anything else you were looking for?, We don’t recommend that item. May I show you a better product?

We don’t carry that specific brand, but may I suggest ...

Referring a customer to a competitor will likely result in:

The customer seeking you out for future needs

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

Free coffee and doughnuts and a clean restroom

To assist your customers in a personal way, you should become familiar with: Their relatives, special friends, and loved ones; Entertainment centers and movie theaters in the district; Resources in and near your store; Dining and day care near the store

Resources in and near your store

When customers request any of the service "extras" your store offers:

Make a note in your client record system so you can provide more personalized service when those customers.

What is one of the BEST ways to prevent shoplifting? Options: Lock up expensive merchandise. Acknowledge and greet all customers in a friendly manner as they enter the store. Put security cameras in plain view of the customer. Use mirrors that make aisles visible to the cashier.

Acknowledge and greet all customers in a friendly manner as they enter the store.

What is the purpose of a warranty for a car, home, or major appliance?

A promise to stand behind the product.

Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty's best response be?

We do not offer installation services, but I will give you the number of a company that will come install the set for you.

A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?

Your friend could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?

What should you do as the sales associate before displaying the new dresses from a designer?

Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it.

You are with a customer and completing a sale. The phone rings and you’re supposed to answer phone calls within 3 rings. What do you do?

Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.

Product features are described as all of the following except: Being physical (color, size, etc.), Appealing to the senses, Relating to the quality of the merchandise and how the customer will enjoy it, Answering the question, “Why?”

Answering the question, “Why?”

You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing, but you know that there are several benefits that haven’t been explained yet, so you decide to bring in your tax returns with the intent to make copies on the copy machine. Which of these is the best thing to do? Options: Consult company policy or the manager about using the copier, Wait until no one is around and make a copy of your tax returns, Ask a co-worker what everyone else does and then do the same, Copy the returns any time during the day when there are no customers.

Consult company policy or the manager about using the copier

When balancing service between phone customers and those you may already be helping in the store, you should:

Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone.

Which of the following steps will help you keep commitments to customers? Options: Promising customers you will find the items they request, Calling customers back only when you can find the requested item or information, Immediately stopping whatever you're doing to take care of phone customer requests, Calling customers back in a timely manner

Calling customers back in a timely manner

A customer comes into your store and you greet them. Now that you've made a connection, what is your next challenge?

Determine exactly what the customer needs.

A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST?

With this kind of toy, it’s always best to check the batteries first. Let me check them for you.

The warranty is an excellent tool for you to use to:

Reassure the customer about a product’s quality.

If your company does not have a manual that describes all the major product warranties, you should:

Create your own by making copies of the various product warranties and related information

What should Cheryl do to better prepare for selling the elliptical training machine? Options: Find the elliptical training machine box and read whatever information came with it. Demonstrate the elliptical machine in the store with customers until she is familiar with its features. Ask her boss to assign her to another department she is more familiar with. Switch departments with another sales associate.

Demonstrate the elliptical machine in the store with customers until she is familiar with its features.

Customer Service Flashcard

Flashcard

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Other

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12th Grade

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Practice Problem

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Hard

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92 questions

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FLASHCARD QUESTION

Front

What question do you ask to get feedback to see if the computer software met the expectations of the customer?

Back

How has the software worked for what you were using it for?

FLASHCARD QUESTION

Front

A new customer comes into your department, but you are helping another customer. You should:

Back

Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him.

FLASHCARD QUESTION

Front

Which of the following would be the best option when trying to find out what a customer wants to buy? Options: Can I help you?, Are you looking for anything special?, What color do you prefer in that brand?, Is that the brand you want?

Back

Are you looking for anything special?

FLASHCARD QUESTION

Front

A good reason for creating an opening for discussion is to:

Back

Get to know what the customer wants

FLASHCARD QUESTION

Front

The best way to talk to a new customer is to: Match what you say and your tone of voice to her personality.

Back

Match what you say and your tone of voice to her personality.

FLASHCARD QUESTION

Front

Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and: Indicating that based on your professional product knowledge, you feel his purchases are worthwhile.

Back

Indicating that based on your professional product knowledge, you feel his purchases are worthwhile.

FLASHCARD QUESTION

Front

A retail associate sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must:

Back

Secure the area and report the situation to management

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