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.

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?

Creating customer loyalty is rewarding for

• the store.

• the sales associate.

• the customer.

• All of the above.

Referring a customer to a competitor will likely result in

• the customer seeking you out for future needs.

• the customer never returns to your store.

• a lost sales opportunity for you.

• None of the above.

In preparing a resource list for your customers, you should consider including

• local companies that have complementary services to the products you sell.

• phone numbers that customers have requested in the past, such as taxi service.

• information about companies you recommend, such as repair shops.

• All of the above.

When providing service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.

• True

• False

Which of the following steps will help you keep commitments to customers

• 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.

You should make sure that, in your absence, other sales associates do not have access to information about your special orders.

• True

• False

The warranty is an excellent tool for you to use to

• prove that your company has the best price.

• explain your company's return policy.

• reassure the customer about the products quality.

• All of the above.

If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.

• True

• False