A person approaches you and tells you of many complaints he has about your department. You should first:

check into the legitimacy of the complaints

assume that he is just blowing off steam and ignore complaints

ask for advice from your supervisor on the best way to handle the person

regard the complaints as accurate and take immediate steps to correct them

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

That the delivery people were courteous and careful

If the customer really liked the deal you gave him

If the customer has any friends that might like the item

If they need to buy any additional products

Dominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?

None of these are appropriate to continue?

Ask "How much do you want to spend?"

Say, "Do you want the red coat or the blue one?"

Ask, "Why does she want this type of coat?"

Which of the following is a product benefit for a new sweater?

The fabric is soft and will last through many washes

The sweater has a snag-free zipper

The fabric is made of natural wool

Which of the following items would NOT be an appropriate finishing touch to your service?

Send a postcard thanking a customer for letting you help him select a gift for his wife

Call the customer to make sure he is satisfied with his purchase

Send a handwritten note thanking the customer for his business

Remember the customer's name and use it when he comes again

Which of the following are appropriate reasons for following up with a customer?

You finally located an item the customer asked for a while back

You are curious whether a gift your customer purchases was well received

You want to know why a customer did not make it in for a special sale

You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now

Keeping records about customer preferences:

Can help you provide more personalized service to returning customers

Will make customers suspicious of your ability to remember details

Requires an expensive computer system

Will help you target market to them

Which of the following statements best describes why a client record system is called a “living” record?

You should constantly refer to it and update it with new information

If should be accessible to anyone who wants to read it

You will spend more time maintaining your records than you do actually serving customers

You keep it as long as the customer remains a customer of the store

What is one of the best ways to explain features and benefits to a customer?

Explain the history of the product

Show the customer the user's manual

Discuss the review of this product

A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:

Refer the customer to your supervisor

Offer them a refund or discount to settle them down

Your business card or the sales receipt is a good place to make notes for a customer regarding:

Your work schedule so the customer can contact you in the future

The date a special order is due

Which of the following is the standard definition of a retail ecosystem?

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

A group of stores that work together collaboratively to serve customers' needs.

A team of store employees who help eachother.

A set of technological systems that work together in order to make sure all products in a retailer's inventory are tracked and accounted for.

What should a retail associate do if he or she discovers an electrical hazard?

Secure the area, and report the situation to management.

Call the custodian for assistance.

Make temporary repairs as best he or she can.

Nothing; maintenance is probably aware of the situation.

What is the BEST way to learn about new merchandise in your store?

Read the labels and packaging information on the new products.

Check with co-workers to see that they know about the products.

Ask customers to explain what they know about the products.

Call the vendor or manufacturer and ask about the products.

Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation service for freezers. Which of the following is the BEST response?

"Unfortunately, we do not install freezers, but I will show you exactly what you need to do so you can do it yourself."

"All you have to do is simply plug it in. It does not need any special hook-ups."

"We offer installation on some items, but freezers are not included."

I am sorry for the misunderstanding, but you do not need installation service for this unit."

A new line of designer silk scarves has arrived in your store. The scarves have intricate clasps and there are multiple ways to tie. What should the sales associate do before demonstrating the scarves to customers?

Try out the multiple ways to tie the scarves so she can better show customers how to wear them.

Safely unpack the merchandise to minimize damage from handling before putting on display.

Photocopy an illustration to show the different styles for wearing.

Check for an inspection sticker on either the merchandise or package to ensure the clasps work properly.

You are completing a sale in store and another customer calls on the phone. What should you do?

Excuse yourself, answer the phone, and ask if you can call the customer back.

Answer the phone and continue to help the customer at the store at the same time.

Put the call on hold, excuse yourself, and go find another associate to handle the call.

Excuse yourself, answer the phone, and quickly assist the caller.

A new employee has just begun to work for a company. The employee has not seen any other employee use the copy machines for personal material, but know that there are some benefits that haven't been explained yet. The employee decides to bring in tax returns to photocopy. Which of these is the best thing for the employee to do?

Consult company policy or the manager about using the copier.

Wait until no one is around and copy the returns quickly.

Ask a coworker what everyone else does, and then do the same.

Copy the returns any time during the day when there are no customers.

A sales associate observes a customer browsing a rack of men's suits. How should the associate approach the customer?

"We have some great fabric and pattern choices. What colors do you prefer?"

"I see you are interested in our suits."

"The blue suits are very popular. You take a size 40 regular, right?"

"I have some great suits on sale. May I show you a few?"

Once you have established a connection with a customer, what is your NEXT challenge?

Determine exactly what the customer needs.

Ask how much money he or she plans to spend.

Ask if he or she has shopped in the store before.

Find out how much time he or she has to shop.

Sally works for a sporting goods store and is assigned to treadmills for the time. She completed the product training two weeks prior. What should Sally do to prepare?

Demonstrate the treadmill in the store to become familiar with the features.

Ask her boss to assign her to another department she is more familiar with.

Find the treadmill box and read the information.

Switch departments with another sales associate.

A customer brings a competitor's ad into your store and asks that you meet the advertised price. As a sales associate, what should you do FIRST?

Refer to your store's policy on meeting competitor's ads.

Tell the customer that he or she should go to the store that placed the ad.

Immediately change the price in your store to meet the competitor's.

Ask your store manager how to respond to the customer.

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

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

Did you have installation problems?

What new features have you used?

Which of the following would be the best option when trying to find out what a customer wants to buy?

What color do you prefer in that brand?

Are you looking for anything special?

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

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

Focus all your attention on your current customer.

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

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

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

Get to know what the customer wants

Break down the customer's sales resistance

Convince the customer how much you know about a product

Increase your store's sales revenues

The best way to talk to a new customer is to:

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

Flatter her -- tell her she has taste and looks great

Interact as if you are old friends

Convince her that you know what is best for her to buy

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

Suggesting that he buy "top of the line" products

Stating that the products in your store are far better than those in other stores

Stating that other stores carry better products

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

Secure the area and report the situation to management

Call the custodian for assistance

Do a temporary cleanup as best as he/she can

Nothing; maintenance will clean it up

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?

Do you want to look at a few more styles?

Will that be cash or credit card?

We'll be having a sale on watches sometime next month.

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

listening while maintaining eye contact with the speaker

listening and using positive body language

listening while staying active running, jogging, etc.

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

knows what he wants and would probably appreciate quick, effective service

just wants to look at the item and has no interest in buying

is in a hurry and doesn't want any attention from you

is looking for the least expensive brand

Your ultimate goal as a sales associate is to:

provide service to as many customers as you can

be the top sales associate in your department

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

Asking the customer thoughtful questions.

Describing the type of products you think the customer should buy.

Telling the customer everything you know about your products.

Studying all literature on the products you sell so you can answer questions.

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

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

Are ones that can be quickly answered with a "yes" or a "no".

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

Which of the following are examples of open-ended questions?

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.

Correct her if she tells you the wrong size.

Select approximate size you believe that she is.

Wait til the customer picks out the right size.

If a 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 refreshment

Telling any children to behave themselves while their parents make this important decision

Suggesting that the customer might want to make this shopping decision when he is alone and can condentrate

Remind the customer of the kids' zone area

Customer Service

Authored by Ann Danowsky

English

9th - 12th Grade

CCSS covered

Used 13+ times

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117 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Approximately what percentage of U.S. jobs are retail jobs, as of 2019?

5-10%

10-15%

20-25%

35-40%

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If you find yourself having to resolve a very difficult issue, you may want to:

Ask the customer to come back another time

Tell the customer that he is being unreasonable

Get help from a more senior employee

Get creative and just solve the problem

Tags

CCSS.RL.8.3

CCSS.RL.6.3

CCSS.RL.9-10.3

CCSS.RL.7.3

CCSS.RL.11-12.6

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are the best kinds of questions to ask to a customer to encourage conversation?

Open-ended

Direct and to-the-point

Yes, no

None. Let the customer ask you questions

Tags

CCSS.RI.2.1

CCSS.RI.3.1

CCSS.RL.2.1

CCSS.RL.3.1

CCSS.RL.1.1

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

As a sales associate, your goal is to:

Keep the returns to a minimum

Keep the customer coming back

Decide who's right or wrong

Increase sales for your store

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

You are a car salesman at a new car dealership. A customer is gathering information before making the final decision on her new car. You have suggested the car that seems to be the best choice based on what she has stated when you questioned her. After taking a test drive, the customer decided to continue to look at other car options. What is your best response to her?

I'm sorry. I don't have a business card, but if you will give me yours, I'll be glad to call you to see if you have other questions.

I agree. You shold give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions.

Well, if you want to come back and look some more, here is my card. Feel free to give me a call.

I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me.

Tags

CCSS.RL.8.3

CCSS.RL.6.3

CCSS.RL.9-10.3

CCSS.RL.7.3

CCSS.RL.11-12.3

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Showing the customer that you and your store stand behind the products and services you sell:

Limits the profit on some items

Shows a professionalism that builds customer loyalty

Encourages customers to return items more frequently

Shows the customer that you are a talented sale associate

Tags

CCSS.RI.11-12.5

CCSS.RI.9-10.5

CCSS.RI. 9-10.8

CCSS.RI.11-12.8

CCSS.RI.8.8

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When customers come to you with complaints, you need to:

Listen carefully

Be patient

Get information

All of the above

Tags

CCSS.RI.11-12.5

CCSS.RI.9-10.5

CCSS.RI.11-12.3

CCSS.RI.9-10.3

CCSS.RI.8.5

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