Customer Service Exam

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

• Did they deliver it on time?
• How has the software worked for what you were using it for?

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

• Let the new customer wait his turn until you have completed your current sale.
• Acknowledge the new customer's presence with eye contact and brief comment you'll be right with him.

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 something in particular?

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

• Increase your store’s sales revenues
• Get to known what your customer wants.

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

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

• Suggesting that the customer only buy “top of the line or the best” products.
• Based on your professional product knowledge, you feel his purchases are worthwhile for your store.

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.
• Do Nothing, maintenance will clean it up.

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

• Offering services to people in the party, such as refreshments or a chair to sit.
• Reminding them that their children must behave.

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?

• How will you pay for this? Cash or Credit card.
• Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

Which store offers the best deal? .................Store 1 ...............Store 2..............Store 3 Price $27.00 $27.00 $27.00 Discount 0.00 0.00 10% Warranty 5 year 3 year 4 year

• Store 1 offers the best price.
• Store 2 offers the best price.