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

Get to know what the customer wants

A retail association sees that an electrical socket has wires exposed in an area where customers shop.

Secure the area and report the situation to management

What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?

Read the labels and packaging information on the new product

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

Are you looking for anything special?

Which of the following are examples of open-ended questions?

What features are important to you?

If a customer walks directly to an item, this may indicate that he:

Knows what he wants and would probably appreciate quick, efficient service

To assist your customers in a personal way, you should become familiar with:

Resources in and near your store

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

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

Referring a customer to a competitor will likely result in:

The customer seeking you out for future needs

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

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

How would you handle a situation where a customer wants a brand that you don’t carry?

Get permission from him to show the items you do have that meet his needs

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

Acknowledge the new customer’s presence

When fitting the products to the customer, you should:

Ask questions that will help her define the right fit

Which of the following phrases might be appropriate when discussing clothing size with your customer?

Have you worn this brand before? What size was most comfortable for you?

Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?

We don’t carry that specific brand, but may I suggest …

listening and responding in a way that improves understanding

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

Good inventory and easy checkout

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NRF Customer Service Preparation

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Questions 20

Answers

1
A good reason for creating an opening for discussion is to:
Break down the customer’s sales resistance
Increase your store’s sales revenues
Get to know what the customer wants
Convince the customer how much you know about the product
2
A retail association sees that an electrical socket has wires exposed in an area where customers shop.
Do a temporary cleanup as best he/she can
Secure the area and report the situation to management
Call the custodian for assistance
Nothing; maintenance will clean it up
3
What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?
Read the labels and packaging information on the new product
Check with co-workers to see what they know about the products
Call the manufacturer or vendor and ask about the products.
Ask customers to explain what they know about the products
4
Which of the following would be the best option when trying to find out what a customer wants to buy?
Is that the brand you want
Can I help you?
Are you looking for anything special?
What color do you prefer in that brand?
5
Creating customer loyalty is rewarding for:
The sales associate
The store
The customer
All of the above
6
Which of the following are examples of open-ended questions?
Is this all for you today?
Do you like blue or brown?
What features are important to you?
Can I help you?
7
If a customer walks directly to an item, this may indicate that he:
Just wants to look at the item and has no interest in buying
Is in a hurry and doesn’t want any attention from you
Knows what he wants and would probably appreciate quick, efficient service
Is looking for the least expensive brand
8
To assist your customers in a personal way, you should become familiar with:
Resources in and near your store
Their relatives, special friends, and loved ones
Entertainment centers and movie theaters in the district
Dining and day care near the store
9
The best way to talk to a new customer is to:
Convince her that you know what is best for her to buy
Flatter her—tell her she has taste and looks great
Match what you say and your tone of voice to her personality
Interact as if you are old friends
10
Your ultimate goal as a sales associate is to:
Be the top sales associate in your department
Meet your quota each month
Satisfy the customer
Provide service to as many customers as you can
11
Referring a customer to a competitor will likely result in:
A lost sales opportunity for you
The customer never returning to your store
The customer seeking you out for future needs
None of the above
12
What question do you ask to get feedback to see if the computer software met expectations of the customer?
Did you have installation problems?
Did they deliver it on time?
How has the software worked for what you were using it for
What new features have you used?
13
How would you handle a situation where a customer wants a brand that you don’t carry?
Tell him that he won’t find anything better than what you have
Get permission from him to show the items you do have that meet his needs
Tell him you don’t carry that brand, excuse yourself to serve someone else
Convince him that your brands are better
14
A new customer comes into your department, but you are helping another customer. You should:
Acknowledge the new customer’s presence
Help the customer who looks like he will spend the most money
Let the new customer wait his turn
Focus all your attention on your current customer
15
Small kindnesses to your customers may include
Telling a customer about a lounge where she may tend to her baby’s needs
Consolidating many small packages into one large shopping bag
All of the above
Bringing merchandise to an older or disabled customer while he sits down
16
When fitting the products to the customer, you should:
Select the approximate size you believe that she is.
Wait till the customer picks out the right size.
Ask questions that will help her define the right fit
Correct her if she tells you the wrong size
17
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XX.
Have you worn this brand before? What size was most comfortable for you?
You wear a bigger size on the bottom than on the top.
How big are you?
18
Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?
Is there anything else you were looking for?
Is there anything else you were looking for?
All of the above
We don’t carry that specific brand, but may I suggest …
19
Active listening is
listening and responding in a way that improves understanding
listening and using positive body language
listening while maintaining eye contact with the speaker
listening while staying active by running, jogging, etc.
20
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
Good inventory and easy checkout
Sales associates who look snazzy and take turns helping customers
Free coffee and doughnuts and a clean restroom
An enjoyable atmosphere and super service

NRF Customer Service Preparation Flashcards | StudBud