Which of the following is a reason for a retailer to use technology? - Make tasks slower and more difficult to complete - Enable data collection to help them understand buying behaviors - Hinder communication with customers - Identify and maximize business risks and liabilities

Enable data collection to help them understand buying behaviors

Which of the following best defines quality customer service? Delivering a positive, memorable experience that is more than what the customer expected., Adhering to company policies when processing returns., Doing exactly what company procedures say to do., Offering free items to customers in order to keep them coming back.

Delivering a positive, memorable experience that is more than what the customer expected.

Which of the following describes a product benefit? The new car will provide the buyer with safe transportation to school and work. The new care is blue. The new car is $10,000. The new car is sporty looking.

The new car will provide the buyer with safe transportation to school and work.

What's the best way to respond when a customer asks a question about a product and you don't know the answer?

Admit that you don't know the answer and take the customer to a co-worker or supervisor who can help.

To greet a customer who is a recreational shopper browsing, what should a sales associate do to make a good impression?

Back off and provide time and space to look around

Which of the following is the best way to demonstrate that you have understood a customer? Restate and summarize their needs, Ask the customer to repeat what they said, Restate the customer's exact words, Ask the customer a follow-up question

Restate and summarize their needs

How should a sales associate respond to a customer who is concerned about a product's value?

Be patient, ask what is making them uneasy about the product, paraphrase to make sure you understand the concerns, reassure them by comparing items to demonstrate differences in costs.

How would a sales associate use up-selling during a conversation with a customer?

Offer a more expensive alternative product if the product the customer is considering does not come with a feature important to the customer.

If a retailer requires a receipt in order for a customer to return a product for a cash refund, how should the sales associate respond to a customer who wants to return an item without a receipt?

Offer to exchange the product for something the customer is interested in

What is the best way for a sales associate to determine the price range a customer would be willing to spend for an item?

Ask the customer what their brand preference is.

Once a customer's purchase decision has been confirmed, what should the sales associate do?

Complete the sale and get the customer on their way as soon as possible

Customers should always be offered a copy of their receipt for a purchase. Which of the following is NOT a reason that a customer needs/wants a printed or emailed copy of the receipt? Possible return. Tracking expenses. Confirming a reservation. Remembering where the purchase was made

Remembering where the purchase was made

When is it an OK time to temporarily leave one customer in order to go help a second customer?

When the first customer is looking at alternate products.

How should sales associates approach the return process with customers?

Welcome the opportunity to satisfy the customer's needs and try to turn the return into an exchange.

How can sales associate demonstrate having a growth mindset?

Ask for help to resolve a situation and try out new strategies

Customer Service Final Exam Flashcards

Student preview

45 questions

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1.

FLASHCARD QUESTION

Front

Which of the following is a term for physical goods that are bought and sold? Sales, Products, Pricing, Services

Back

Products

2.

FLASHCARD QUESTION

Front

Which of the following is a standard term that describes the audience of retail stores—that is, the people who will buy things from the stores?
Options: Manufacturers, Wholesalers, Buyers, Customers

Back

Customers

3.

FLASHCARD QUESTION

Front

Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers? Gifts, Training, Services, Products

Back

Services

4.

FLASHCARD QUESTION

Front

Which of the following holds large quantities of product that are sent to either retail location or directly to customers?
Manufacturers, Wholesalers, Distribution Center, Retailer

Back

Distribution Center

5.

FLASHCARD QUESTION

Front

Which of the following terms best describes a grower of potatoes? Manufacturer, Wholesaler, Distribution Center, Retailer

Back

Manufacturer

6.

FLASHCARD QUESTION

Front

Which of the following is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels? Multichannel, Omnichannel, Integrated Channel, Seamless Channel

Back

Omnichannel

7.

FLASHCARD QUESTION

Front

What is the standard definition of a retail ecosystem?

Back

An integrated system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.

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