Customer Service: Chapter 2 Review

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

• break down the customer's resistance.

• get to know what the customer wants.

• convince the customer how much you know about a product

• increase your store's revenues.

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 ...

• suggesting that he buy "top of the line products".

• stating that the products in your store are far better than those in other stores.

• indicating that based of your professional product knowledge, you feel his purchases are worthwhile.

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

• secure the area and report the situation to management.

• call the custodian for assistance.

• do a temporary clean up as best he/she can.

• nothing; maintenance will clean it up.

It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should

• Make sure your clothes are neat and you look professional

• Find your sales book and get it ready for your next sale

• Tidy up the product display before showing it to the customer

• Greet the customer and make him feel welcome

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

• Focus all your attention on your current customer

• Let the new customer wait his turn until you have completed your current sale

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

• Help the customer who looks like he will spend the most money

Your ultimate goal as a sales associate is to

• Meet your quota each month

• Provide service to as many customers as you can

• Satisfy the customer

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

• Deciding the type of products you think the customer should buy

• Telling the customer everything you know about your products

• Asking the customer thoughtful questions

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

• Are direct and to the point

• Are ones that can be quickly answered with a “yes” or a “no”

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

• Are ones that are able to direct the customer to a decision

• Are structured to save the customer’s time

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?

When fitting the products to the customer, you should

• Correct her if she tells you the wrong size

• Ask questions that will help her define the right fit