if the customer isnt 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 cup of 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 customers needs by gathering information through careful observation and by:

asking the customer thoughtful questions

to keep the lines of communication open, the best question to ask is:

begin with who, what, when, where, or why

which of the following are examples of an open-ended question: 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 the 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 the size XX, have you worn this brand before? what size is 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 is most comfortable for you?

how would you handle a situation where a customer wants a brand that you dont carry?

get permission from him to show the items you do have that meets his needs

if your store does not offer the particular product of 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 sales person says: im 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 dont have business cards here, but if you give me yours i will call you whenever something interesting comes in , if you change your mind and do want some help, heres my card. just tell the other sales people that i am already helping you, ive enjoyed helping you with your gift selection. heres my business card in case i can be of further assistance. Feel free to call me directly if you have any questions or special requests.

ive enjoyed helping you with your gift selection. heres my business card in case i can be of further assistance. Feel free to call me directly if you have any questions or special requests.

which of the following are acceptable ways to ask a customer's permission to provide alternatives? Options: we dont carry that brand, but may i suggest..., is that the only brand you were interested in?, is there anything else you were looking for?, we dont recommend that item. May i show you a better product?, all of them

we dont carry that brand, but may i suggest...

referring a customer to a competitor will likely result in:

customer seeking you out for future needs

which is the BEST way for a sales associate to learn about the merchandise that has just come into your store? Options: read the labels and packaging information on the new products, check with co-workers to see what they know about the products, ask customers to explain what they know about the products, call the manufacturer or vendor and ask about the products

read the labels and packaging information on the new products

A sales associate sees a child eating an ice cream cone in a computer store where a sign says "no food or drink to be brought in the store." How should the sales associate respond?

Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream.

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

an enjoyable atmosphere and super service

to assist your customers in a personal way, you should become familiar with:

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 return in the future

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 warranties that provide repair and/or maintenance for a specific time for a car, home, or major appliance?

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 should misty's 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 to 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 their hobbies?

What should you do as the sales associate before displaying a new dress from a designer? Options: photocopy an illustration to show the different ways it can be worn, try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it, check for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets US guidelines, safely unpack the merchandise to minimize damage from handling before displaying it.

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 things. 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.

As a new employee, you have not seen any other employee use the copy machine for personal printing, but you know there are several benefits that haven't been explained yet. You decide to bring in your tax returns with the intent to make copies on the copy machine. What is the best thing to do?

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

You work in a men's store and see a customer looking at a rack of men's suits. what would be the best thing to say as you approach this customer?

we have some great fabric and pattern choices.

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

to help build customer loyalty, you should

say what you'll do and be very clear on what you're promising; make notes so you'll remember and make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices

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? Options: are you sure that you bought this doll at this store? Do you have your receipt?, we've had a lot of complaints about this doll. You might want to contact the manufacturer, we've never had any complaints about this doll before. What do you think your niece did to it?, with this kind of toy, its always best to check the batteries first. Let me check them for you.

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 the products quality

Screening Test Customer Service

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Business

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Professional Development

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Practice Problem

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Hard

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98 questions

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FLASHCARD QUESTION

Front

What question do you ask to get feedback to see if the computer software met 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

what color do you prefer in that brand?

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 and your tone of voice to her personality

Back

match what you 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:

Back

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

FLASHCARD QUESTION

Front

A retail association 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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