How and when Should a employee pay for a soda for break

Ask someone to ring up soda before break

2 basics customer look for

Enjoyable atmosphere and super service

Which of the following are appropriate ways to ask a customer permission to provide alternatives

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

If customer isn’t Shopping alone how can you include the rest of the party

Giving other services to those in the party

When balancing a phone coustmer with a in person customer what should you do

Excuse yourself from in store customer and answer the phone

Which of the following steps will keep you comment to customers

Calling customer back in timely manner

A new costumer comes into your department but you are helping another costumer what should you do

Acknowledged new customer with eye contact and a brief comment

If a Costumer walks directly to a item this may indicate

Knows what he wants would like quick efficient service

A promise that stands behind product

How retail associates in electrical socket has expose wire in an area customer shop what should you do

Secure the area then report to mangement

Which Phrase might be appropriate when discussing clothing sizes with customers

Have you worn this brand before what size is most comfortable

Why are complaints welcomed

Learn about problems so we can improved

Create a positive impression for your costumer by complementing the costmer assuring that they are the expert and

Indicating that you feel like purchases are worthwhile

Best way to prevent shoplifting

Acknowledge and greet all customers

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

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

What is the best way for sales associate to learn about new merchandise

Read labels and packing information

What should you do when coustmer requests for extras

Make note in client record system

To keep lines of communication open the best questions are to ask

Begin with who what when where why and how

A good reason for creating an oppening for discussion

Get to know what the customer wants

When customers return merchandise

Treat them like they were buying a product

Computer store policy is no food or drinks but associate notices ice cream cones near the newest laptops what now

Briefly interrupt transaction to dispose of ice cream

Customer has a problem with a doll that it isn’t speaking that she bought 1 month ago

Let’s check the batteries that usually is a quick fix

Mrs W is a new employee and needs extra help and she interrupts you at a metting and her boss isn’t there you

Ask another employee to help you while you talk with Mrs W separately

Referring the customer to a competitor will likely result in

The custmer seeking you out for future needs

You overhear the boss giving a custmer the wrong person to reach for information the customer is still in office

Take your Boss aside and give them the right information

To build custmer loyalty

Be clear that the exception does not reflect standard practice

The warranty is an excellent tool to use

Reassure the customer about a products quality

When a customer has a problem you should ask

How would you like this situation solved

Customer is buying a gift for a friend but not sure if friend cook as much as you I do what should you do

Your friend can always return it but let’s find something more appropriate

Someone complains a lot about your deparment what should you do

Check the legitimacy of your complaints

Showing respect to a customers business card means

Make comments indicating you read it

studbud

NRF customer, service, and sales

95 termsStudBud Administration105 plays

Imported from external platform

Flashcards95 cardsFPractice quizPHost liveL

Questions 95

Answers

1
How and when Should a employee pay for a soda for break
Use someone else’s discount card
Ring up soda myself before break begins
Pay soda after break is over
Ask someone to ring up soda before break
2
When your customer asks you to make a exception to the company policy what do
Do it anyway
Check with manager
Tell the customer no exceptions
Buy the product but put it in a new box
3
2 basics customer look for
Enjoyable atmosphere and super service
Snazzy sales associate
Good inventory and easy checkout
Free coffe and donuts and clean restroom
4
You are doing a sales presentation on a new computer how do you energized and presentation?
Demostate
Ask questions
List features
Give me a personal experience of you using it
5
Which of the following is not a component of good customer service?
Positive attitude
Acknowledge them quickly
Asking closed ended questions
Attendance at instore trains
6
Which of the following are appropriate ways to ask a customer permission to provide alternatives
We don’t carry that specific brand but may I suggest
Is that the only brand you were interested in
We don’t recommend that item may I show you a better product
Is there something else you were looking for
7
Small act of kindness you can do to customers
All of these
Consolidated manny small packages into one
Bringing merchandise to a old disabled customer
Why the customer make local call to verify appropriateness preference
8
If customer isn’t Shopping alone how can you include the rest of the party
Telling Children to behave themselves
Giving other services to those in the party
Remind costmer of kids zone area
Suggest costumer might want to be alone to concentrate
9
What percentage of retail customers refuse to go back to a store with bad servive
59%
95%
90%
75%
10
When balancing a phone coustmer with a in person customer what should you do
Ignore phone customer
Help both customer at the same time
Tell in store customer to look around for a little bit
Excuse yourself from in store customer and answer the phone
11
Which of the following steps will keep you comment to customers
Promising customer you will find the item
Calling customer back in timely manner
Calling customer back only when you can find requested information
Immediately stoping to take a phone call from customer
12
A new costumer comes into your department but you are helping another costumer what should you do
Help the Coustmer with the most money
Let new costumer wait
Acknowledged new customer with eye contact and a brief comment
Focus all attention on on current customer
13
If a Costumer walks directly to a item this may indicate
Is looking for the least expensive brand
In a hurry no attention from you
Just want to look at item no intention of buying
Knows what he wants would like quick efficient service
14
What are warranties
A promise to replace product no matter what happens
To show it isn’t the best
To prove you don’t need one
A promise that stands behind product
15
How retail associates in electrical socket has expose wire in an area customer shop what should you do
Secure the area then report to mangement
Nothing
Call custodian
Do a temporary clean up the best you can
16
Which of these would not be appropriate finishing test to your service
Business card
Calling the customer
Remembering their name
Send a hand written note
17
Which Phrase might be appropriate when discussing clothing sizes with customers
You ware a bigger size on top then bottom
How Big are you
You look like a xx
Have you worn this brand before what size is most comfortable
18
Why are complaints welcomed
Learn about problems so we can improved
Learn who the problem custmers are
Do something diffent for a change
To get custmers to come back
19
When a custmer shows you a ad for a product that is lower then your store you should
Go to the store where the ad came from
Just change the price anyway
Refer to policy
Ask store manager
20
Create a positive impression for your costumer by complementing the costmer assuring that they are the expert and
Suggesting that he buy top of the line products
Stating the products in your store are better then other stores
Indicating that you feel like purchases are worthwhile
21
Best way to prevent shoplifting
Put security cameras in view of the customer
Acknowledge and greet all customers
Use mirrors
Lock up expensive merchandise
22
Creating customer loyalty benefits whom
All of these
The sales associate
The custmer
The store
23
What question do you ask to get feedback to see if the computer software met the expectation of customer
Did they Deliver it on time
How has the software worked for what you were using it for
Did you have any installation problems
What new features did you use
24
What is the best way for sales associate to learn about new merchandise
Ask customers
Read labels and packing information
Check with co worker
Call manufacturer
25
What should you do when coustmer requests for extras
Call someone else to take care of you
Wait till I finish
Make note in client record system
I have to contact customer service first
26
To keep lines of communication open the best questions are to ask
Direct customer to a decision
Begin with who what when where why and how
Direct and to the point
Can be answer with yes or no
27
A good reason for creating an oppening for discussion
Get to know what the customer wants
Increase store revenue
Convince the costumer how much you know about the product
Break down sales resistance
28
When customers return merchandise
Don’t worry about it
Wait for a diffent rep
Make sure they have a good reason for doing so
Treat them like they were buying a product
29
Computer store policy is no food or drinks but associate notices ice cream cones near the newest laptops what now
Call security or manger
Finish the transaction
Excuse yourself and tell customer your child will have to pay
Briefly interrupt transaction to dispose of ice cream
30
Customer has a problem with a doll that it isn’t speaking that she bought 1 month ago
Are you sure you bought that doll here
You want to contact the manufacturer
Let’s check the batteries that usually is a quick fix
What do you think we should do with it
31
According to research what Prestage of Customer will spend more with a hepful associate
45%
59%
25%
32%
32
To assist custmers you should become familiar with
Resources in your store
Day care
People they know
Entertainment and dining
33
If you do not have business cards, how can you customer remember you
Your company is to cheap
Writing thank you on receipts
Use their name
Ask customer for something write with
34
If a customer complains
Be patient
Get information
All of these
Listen carefully
35
How soon should you greet the custmer when seeing them
60 seconds
90 seconds
2 minutes
30 seconds
36
Which is not a example of suggestive selling
Chocolate topping next to ice cream
Dressing fake person with matching clothes
Soup near detergent
Flip floss beach towels
37
Even if the return policy limits what you can do what should you do
Apologie
Do what the customer asks
Consider alternatives
Tell the custmer store won’t do anything about it
38
What is do mangers value in retail workers
Willingness to work
Ability to focus on single on a single task
Capacity to work alone
Composure under pressure
39
Mrs W is a new employee and needs extra help and she interrupts you at a metting and her boss isn’t there you
Say I will be there as soon as I can
Get on the phone and get help from deparment mangers
Ask another employee to help you while you talk with Mrs W separately
Ignore her
40
Referring the customer to a competitor will likely result in
None of these
The custmer never returns to your store
The custmer seeking you out for future needs
A lost sales opportunity for you
41
Requiring all salespeople to greet customer is part of what
Selling process
Delivery policy
Pricing strategy
Return policy
42
You overhear the boss giving a custmer the wrong person to reach for information the customer is still in office
Wait till the client leaves then tell the boss the corect information
Take your Boss aside and give them the right information
Do not get involved
Give the individual the corect information
43
When fitting products to customers you should
Select approximate size you belive she is
Correct her is she tells you the wrong size
Ask questions to determine fit
Wait till customer picks out the right size
44
To build custmer loyalty
None of these
Tell custmer no exceptions
All of these
Be clear that the exception does not reflect standard practice
45
The warranty is an excellent tool to use
All of these
Reassure the customer about a products quality
Explain stores return policy
Prove your store has the best price
46
What should you do after greeting a customer
Find out how much time they have to shop
Ask if they shopped here before
Determine what they need
Ask how much money they got to spend
47
Which is a benefit of a ink jet printer
Print on paper envelopes and labels
Offers 2.0 connectivity
Will save the customer money
Prints 33 pages per minute
48
When a customer has a problem you should ask
Use your judgment
Who is at fault for the situation
How would you like this situation solved
Do you shop on a regular basis
49
Customer is buying a gift for a friend but not sure if friend cook as much as you I do what should you do
Your friend can always return it but let’s find something more appropriate
I’m sure she is going to like it
Friend can always exchange
She will do more cooking after seeing thoes pants
50
Someone complains a lot about your deparment what should you do
Regard it as accurate
Check the legitimacy of your complaints
Assume it’s just blowing off steam
Ask advice form your supervisor
51
Showing respect to a customers business card means
Make comments indicating you read it
Never write on it
Ask you can put it in drawing
Store it away
52
What to do with a counterfeit bill?
Note custmer description
Ask custmer leave the store
Return it
Tear counterfeit bill
53
If a appliance or computer was shipped you would call to make sure it was delivered on time and in good condition and
If they need to buy additional products
If they liked the deal the salesperson gave him
That the delivery people were careful and courteous
If the custmer had any friends that may like the item
54
If a customer becomes abusive you should
Tell them you are being abusive
Refund money immediately
Contact your manger
Call security
55
In your client record system you should have
Follow up activity
All of these
Customer interests
Custmer purchases
56
You are a new employee what should you do before you use the printer to copy personal tax returns
Consult company policy or manger
Copy it when there are no customers
Ask co workers
Wait till no one’s around to do it
57
How should you direct custmer to the custmer service deparment
I’ll show you the way
I can’t help you here
Both yellow and blue
Give directions
58
You are a customer and completing a sale the phone rings and you’re supposed to answer within 2 rings what should you do
Excuse yourself and ask the caller if you can call them back
Help both customers at the same time
Excuse yourself and quickly help the caller
Put call on hold
59
What is the best way To explain a product
Discuss reviews
Explain the history
Show the user manual
Demo it
60
When something goes wrong custmer want a quick resolution and
A excuse
The new of same product
Service with a smile
A cup of coffee
61
The ultimate goal as a sales associate
Provide service to as manny customer as you can
Be the top sales associate in your department
Meet your quota
Satisfy the costumer
62
How should you approach a customer looking at men’s suits
Bike suits are popular your a size 40 right
We have some on sale may I show you some
We have some great fabric and patterns what color do you prefer
I see your interested in men’s suits
63
Which store best price str 1 $27 warranty 5 years Str 2 $27 warranty 3 years str 3 $30 discount 10% w 4 year
Store 3
Store 1
Store 2
64
Your business card is a good place to make notes for
All of these
Date special order
Upcoming sales
Your work schedules
65
You can best determine what the customers need by making observations and
Study All literature about every product in the store
Asking the Customer thoughtful questions
66
An irate caller reachers you and start berating your company over something controversial
Avoid talking about that
Try to convince the caller they are mistaken
Just listen can’t please everyone
Listen carefully take informed give it to the right person
67
What should you do the store dosent offer the product the costmer wants
Inform him drawbacks of products
Suggest alternative you do have
Convence the Custmer they don’t need it anyway
Immediately refer him to a competitor
68
The store recives new dresses it can be worn diffent ways what should you do before selling these to customers
Try the dress on yourself and learn the ways it can be worn
Safely unpack them
Photocopy a illustration to show the diffent ways it can be worn
Check to make sure they follow us guidelines
69
What kind of questions encourage conversation
Yes no
None
Direct
Open ended
70
Product benefits are of the following except they should
Relate the quality of merchandise to how they will enjoy it
Appel to senses
Be physical
Answer the question why
71
A customer appears to be upset what should you do
Show empathy
Mirror behavior
Offer refund
Refer to supervisor
72
Which of the following is the best option when trying to figure out what costumer wants
Can I help you
Are you looking for anything special
What color do you prefer in that brand
Is this the Brand you want
73
A customer has the information it needs to make a decision but they want to consider other options
I’m sorry I don’t have a business card
I’m sorry you couldn’t find what you were looking for
I agree you should be 100% sastfied
If you come back give me a call
74
If your company dosent have Manuel that has the major product warnings
Find the box and read whatever info came with it
Demo it
Asign me to a department I’m more familiar with
Switch departments
75
As a sales associate your goal is to
Increases sales
Decide who is right or wrong
Keep the customer coming back
Keep returns to a minimum
76
What should you have on a resource list
All of these
Companies you recomend like repair shop
Local company that have complementary services to the products you sell
Phone number custmers have requested in past
77
If your company doesn’t supply business cards, what should you do?
Find store number in directory
We are to cheap to do business cards
Tell custmer your name and number
Check make sure you can make your own
78
What do you do you don’t carry a brand the Customer wants
Convince them your brand is better
Smile and listen and show products anyway
You won’t find anything better
Get permission to share items that you do have to meet their needs
79
Why is a client record system called a living record
It should be accessible to anyone who wants to read it
You spend more time doing that then serving custmers
You should constantly refer to it and update it
You keep it as long as the custmer remains a customer
80
What is the proper use of a business card
Enjoyed helping you with gift selection here is my card in case you need me
just tell the other salesperson that I’m helping you
Here are a few of my cards go and tell your friends
We don’t have business cards
81
Show custmer you and your store stand behind the products they sell
Show your Tallent
Show professionalism
Encourage returns
Limit profit on certain items
82
Turn your phone interactions to loyal customers by
Letting them know about sales
Offer to ship products
Mentioning serivices they may not be aware of
All the above
83
When should you follow up with a customer
You finally located a item they were looking for
Why a customer didn’t come for a sale
Haven’t seen them in a while
If the gift was well received
84
A costmer looking at watches tries it on and ask can the band be change you show options and she likes one what now
We’ll be having a sale on watches sometime next month
Will that be cash or credit
Do you want to look at a few more styles
Cod you want me to replace the band or keep both styles
85
Best way to talk to a new customer
Match what you say and your time to his her personality
Interact as if you were old friends
Faltter him/her tell her she has great taste and looks great
86
The customer ask for technical support but you don’t know how to help
Transfer the call to someone who does know
Pretend you know
Ask questions
Tell the customer to call back another time
87
Misty is buying washer and dryer but the store dosent offer installation services what should you do
can give you some number of a company that will instill it for you
I’m sorry for the misunderstanding we don’t install these items
We don’t install but let me show you how to do it yourself
We only instal some other this dosent qualify
88
A custmer has narrowed down their search to 2 coats what should you do
Do you want red or blue
How much do you want to spend
Why do you want this coat
None are appropriate
89
How do you benefit by being a expert at special orders
Learning about custmer needs and interests
Getting to know people in other departments
Learning more about products the store sells
All of these
90
What is a planogram?
Stores floor plan with different departments
A notice
Visual map with shelf hight
A store floor plan
91
If you are having to resolve a verry difficult problem what should you do
You are being unreasonable
Get creative
Get help forum more senior employee
Come back another time
92
Keeping records of. Customer preferences
Requires a computer
Can help you provide more personalized service
Target marketing
Will make custmers suspicious
93
Which question is open ended
What features are important
Can I help you
Is this all for you today
Do you like blue or brown
94
Customer wants to know the day to file a permit, but you do not know what should you do
Guess
Refer to manger
So you’re not allowed to give that type of information out
Inform the person that you do not know but will find out
95
Which is not a benefit of a new sweater
The Fabric is so soft
Come in natural colors
The fabric is made of natural Wool
Snag free zipper

NRF customer, service, and sales Flashcards | StudBud