MERA CUSTOMER SERVICE SCREENING TEST Rev1-18

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?

• Did you have installation problems?

• What new features have you used?

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

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

• A. Can I help you?

• B. Are you looking for anything special?

• C. What color do you prefer in that brand?

• D. Is that the brand you want?

Select the letter of the best response to each question about customer service. A good reason for creating an opening for discussion is to:

• Break down the customer’s sales resistance

• Get to know what the customer wants

• Convince the customer how much you know about the product

• Increase your store’s sales revenues

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

• Flatter her—tell her she has taste and looks great

• Interact as if you are old friends

• 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:

• A. Suggesting that he buy “top of the line” products

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

• C. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

Select the letter of the best response to each question about customer service. 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 he/she can

• Nothing; maintenance will clean it up

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

• A. Telling any children to behave themselves while their parent makes this important decision

• B. Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate

• C. Giving other service to those in the party, such as offering a chair or a cup a refreshment

• D. Remind the customer of the kids’ zone area

Select the letter of the best response to each question about customer service. 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?

• Do you want to look at a few more styles?

• Will that be 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?

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

• Store 1 offers the best deal.

• Store 2 offers the best deal.

• Store 3 offers the best deal.

• They all offer the same exact deal.

Active listening is

• listening while maintaining eye contact with the speaker

• listening and using positive body language

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

• listening while staying active by running, jogging, etc.