Customer Service & Sales Certification Study Guide

Make eye contact & GREET within the 1st _____ seconds.

• 30

• 10

• 60

• 90

ANSWER the PHONE on the ___________ ring at the latest.

• third

• first

• second

• fourth

If a customer walks in and you’re helping another customer, give _______ CONTACT and a GREETING and let them know you will be RIGHT WITH THEM as soon as possible.

• eye

• hand

• verbal

• written

Try not to point with finger to where a customer has to go, walk them there and if you absolutely can’t, point using your _________________?

• whole hand

• index finger

• elbow

• foot

OPEN ended questions are the best questions. They can start with ________, ________, ________, ________, ________, ________.

• who, what, where, when, why, how

• yes, no, maybe, always, never, sometimes

• red, blue, green, yellow, purple, orange

• Monday, Tuesday, Wednesday, Thursday, Friday, Saturday

CLOSED ended questions are not the best. CLOSED ended questions end with one word answers such as ______ or ______.

• yes, no

• maybe, perhaps

• always, never

• sure, unsure

You should let customers know about ______POLICY & FREQUENT BUYER PROGRAMS at CHECKOUT.

• RETURN

• WARRANTY

You should let customers know about (RETURN OR WARRANTY) POLICY during PURCHASE.

• RETURN

• WARRANTY

PERMANENT LABELS must include__________ content in (DESCENDING OR ASCENDING) order.

• DESCENDING

• ASCENDING

WRITTEN RECORDS on a customer are

• FOR ALL SALES ASSOCIATES

• CONFIDENTIAL