A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what she is looking for?

How will you be using your phone, for example business or personal use?

A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. Sales associate’s BEST response is: I understand, let me get someone to assist you.

I understand, let me get someone to assist you

Why should a sales associate read a flyer about a competitor’s price?

Be knowledgeable of prices when informing customer

Item online they saw for discount and come in store looking for it. It's not there. Apologize for inconvenience and next:

Ask open ended questions to find alternative that meets needs.

The phone is ringing in a very busy shoe store with customers already waiting. What should you do?

Say company name and say you'll call back later and get number.

There are 2 camera options. What should the sale associate ask the customer to figure out which one is best for them?

What type of pictures do you plan to take with this camera?

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

What new features have you used?

A retailer may allow for a more flexible return policy because it

Keeps customers from being dissatisfied by allowing them to return or exchange.

An advertisement for the AC unit states “you buy it and we install it” but then the sales associate gives the customer a list of items that the store doesn't do installations for and the AC unit is on the list. How will you handle this situation?

Apologize for the inaccurate ad, pay for the professional to install, and take down the inaccurate ad.

A customer comes in to return an item without a price tag attached 1 month from the date on the receipt. The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item. What should you do?

Let them know you can’t accept the return but you can make an exchange.

What is the purpose of a warranty that provides repair and/or maintenance for a specific time for a car, home, or major appliance?

A promise to stand behind the product.

When the sale associate is stocking the shelves, he should first make sure he/she: Reads the instructions on the manual to know how to use, Make sure the product is working, Practices saying the features and/or benefits to a co-worker

Make sure the product is working

When the sale associate is stocking the shelves, he should first make sure he/she:

Reads the instructions on the manual to know how to use.

Customer: “I like this dress, but it is really more than I should spend. I’m just not sure.” The Associate should respond with:

It looks so good on you, and your worth it, aren’t you?

Customer: “I think this rug would be perfect for my daughter’s room, but I’m afraid that the color might be too dark.” The Associate should respond with:

That is the only color it comes in. Do you want to look at some other styles?

Customer: “I think I might be making a mistake here. Just because I like these pans doesn’t mean my friend will. She doesn’t cook as much as I do.” The associate should respond with:

I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.

The customer has looked at several watches and seems to like one best. She tried it on, sets it to the correct time and asks whether the band can be changed to another style. The associate shows her the options, and she likes one in particular. The Associate should respond with:

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

The customer returns to the store for the second time today to take another look at a bicycle for her child. She says she has decided on the one to buy and asks whether someone can help her get it into her car. The Associate should respond with:

Yes, I’d be happy to carry it out for you. I also noticed another bike you might be interested in. Do you want to see it first?

The customer has asked a lot of questions about Blu-ray disc players and has told you that he understands the benefits of Blu-ray discs versus standard DVDs. You excuse yourself for a few minutes to help another customer while he reads over the extended service policy for the one that best fits his needs. When you come back, he still seems a bit unsure. The Association should respond with:

Thanks for being patient while I helped her. As you can see, the extended service covers any defects or repairs needed in the first two years. It also covers the universal remote that comes with it. Won’t it be nice to have only one remote for all of your audio/video devices? Your friends are going to love watching movies at you house!

A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?

Please be aware that it is our store policy that personalized items cannot be returned.

A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?

Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.

A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?

Acknowledge the mark, take the item back to the store, and exchange it for a new one.

A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?

“Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”

If a customer asks how to clean a dress, which is the BEST source for this information? Options: a. Manufacturer's customer service department, b. Product care label on the dress, c. Department manager, d. Product warranty

Product care label on the dress

A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget? Options: a. Ask the customer directly what budget range would be best. b. Show the lowest-priced sofas and move up until the customer is satisfied. c. Show the highest-priced sofas and move down until the customer is satisfied. d. Show medium-priced sofas and adjust according to the customer's reactions.

Show medium-priced sofas and adjust according to the customer's reactions.

An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?

Praising and touching a particular dining room set

A store chain advertises a special on inflatable pools with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do FIRST?

Offer to contact another store to see if they have any pools left.

If your company does not have a manual that describes all the major product warranties, you should:

Create your own by making copies of the various product warranties and related information

The warranty is an excellent tool for you to use to:

Reassure the customer about a product's quality.

By becoming an expert at special orders, you may benefit by:

Learning more about the products you sell, Learning more about customer needs and interests, Getting to know people in other departments.

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

Calling customers back in a timely manner

NRF Rise Up - Customer Service and Sales Review #1

Flashcard

•

Business

•

9th - 12th Grade

•

Hard

Wayground Content

FREE Resource

Student preview

80 questions

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FLASHCARD QUESTION

Front

To keep the lines of communication open, the BEST questions to ask: 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 can direct the customer to a decision, Are structured to save the customer’s time

Back

Are ones that can direct the customer to a decision

FLASHCARD QUESTION

Front

Policies that are open to interpretation by store employees

Back

Customer satisfaction

FLASHCARD QUESTION

Front

Which of the following is a benefit? The comforter is white., The comforter is versatile., The comforter is queen size., The comforter has a high thread count.

Back

The comforter has a high thread count.

FLASHCARD QUESTION

Front

A sales associate can limit objections in sales presentations by: Allowing an amount of time for feedback, Not going over their price limit, Telling all features, Build rapport and trust and focus on needs

Back

Build rapport and trust and focus on needs

FLASHCARD QUESTION

Front

The BEST follow-up by the sales associate after a washer & dryer are bought & are to be delivered the next day is to:

Back

Call the day before the delivery

FLASHCARD QUESTION

Front

A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?

Back

Call or email to check if the delivery was received on time and items not damaged

FLASHCARD QUESTION

Front

A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?

Back

Apologize for the inconvenience & give the refund unless the prefer an exchange or store credit.

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