What do you do if the phone rings and you have a customer?

Excuse yourself, answer the phone, and assist the caller.

Now that you’ve make a connection, what is your next challenge?

Determine exactly what the customer needs

Which of the following steps will help you keep commitments to customers?

Calling customers back in a timely manner

Two of the basics needed to ensure customers have a pleasant experience at your store are:

An enjoyable atmosphere and super service

Balancing service between phone customers and customers in the store, you should:

Excuse yourself courteously from your in-store customer

How should the cashier pay for the soda, if she works at the store?

Ask someone else to ring up the soda as soon as the break begins

Product features are described as all of the following except:

Answer the question, “Why?”

When customers request any of the service “extras” your store offers:

Make a note in your client record system.

If your doesn't offer installation, what is the best response?

I will give you the number of a company that will come install.

A child is eating icecream in he computer area, how should the sales associate respond?

Briefly interrupt the first transaction ask kindly to dispose the icecream

How do you respond to a customer who is undecided about making a purchase?

Your friend could always return them.

Which of these is the best thing to do, before using the copier at work?

Consult company policy or the manager about using the copier

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

Resources in and near your store

What do you say to a customer looking at a rack of men’s suits?

We have some great fabric and pattern choices. What colors do you prefer?

What is one of the BEST ways to prevent shoplifting?

Acknowledge and greet all customers in a friendly manner

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Customer Service 22 Questions

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Understand customer behavior and the importance of the sales associate. in facilitating the sale.

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Questions 22

Answers

1
Turn your phone interaction into a loyal customer by:
All of the above
Mentioning services he may not be aware of
Letting the customer know about sales events
Offering to ship items directly to the customer
2
What do you do if the phone rings and you have a customer?
Answer the phone and continue to help the customer
Go find another sales associate to handle the call.
Excuse yourself, answer the phone, ask the caller to call him/her back.
Excuse yourself, answer the phone, and assist the caller.
3
Now that you’ve make a connection, what is your next challenge?
Ask how much money he/she plans to spend.
Find out how much time he/she has to shop.
Determine exactly what the customer needs
Ask if he/she has shopped in the store before.
4
Which of the following steps will help you keep commitments to customers?
Calling customers back when you can find the requested item or information
Promising customers you will find the items they request
Stopping whatever you’re doing to take care of phone customer requests
Calling customers back in a timely manner
5
Small kindnesses to your customers may include:
Consolidating many small packages into one large shopping
Allowing the customer make a local call to verify appropriateness .
Bringing merchandise to an older or disabled customer while he sits down
All of the above
6
Two of the basics needed to ensure customers have a pleasant experience at your store are:
An enjoyable atmosphere and super service
Good inventory and easy checkout
Sales associates who look snazzy and take turns helping customers
Free coffee and doughnuts and a clean restroom
7
By becoming an expert at special orders, you may benefit by:
Learning more about customer needs and interests
Learning more about the products you sell
All of the above
Getting to know people in other departments
8
Balancing service between phone customers and customers in the store, you should:
Tell your in-store customer that you need to get the phone
Move your in-store customer over to by the phone
Excuse yourself courteously from your in-store customer
Wait on the customer and ignore the phone
9
To help build customer loyalty, you should:
B. Telling customers when you cannot make an exception
A. Be very clear on what you are promising; make notes so you will remember
C. Make exceptions, but be sure to let the customer know why.
D. A and C
10
How should the cashier pay for the soda, if she works at the store?
Ask someone else to ring up the soda as soon as the break begins
Use another employee’s discount card to buy the soda
Ring up the soda herself before the break begins.
Pay for the soda after the break is over
11
Product features are described as all of the following except:
Appeal to the senses
Answer the question, “Why?”
Be physical (color, size, etc.)
Relate to the quality of the merchandise
12
When customers request any of the service “extras” your store offers:
They’ll have to wait until you finish with the other customers
Contact Customer Service for further information
Make a note in your client record system.
Have someone else to take care of them since you are busy.
13
he item cost $9.78, sales tax 9.5 %, what is the total cost?
$10.71
$9.86
$10.70
. $ .93
14
In preparing a resource list for your customers, you should consider including:
Phone numbers that customers have requested in the past.
All of the above
Local companies that have complementary services to the products you sell
Information about companies you recommend, such as repair shops
15
If your doesn't offer installation, what is the best response?
Unfortunately, we do not install these items.
We do not offer installation services
I can show you exactly what you need to do to install yours.
I will give you the number of a company that will come install.
16
A child is eating icecream in he computer area, how should the sales associate respond?
Briefly interrupt the first transaction ask kindly to dispose the icecream
Call security or the store manager
Finish ringing up the first customer,
Excuse yourself from the first customer
17
How do you respond to a customer who is undecided about making a purchase?
Your friend could always return them.
I think it’s nice to give something you like.
She’ll probably want to do more cooking when she sees these pans!
I’m sure she’ll like them just like you do.
18
Which of these is the best thing to do, before using the copier at work?
Ask a co-worker what everyone else does and then do the same
Consult company policy or the manager about using the copier
Wait until no one is around and make a copy of your tax returns
Copy the returns any time during the day when there are no customers
19
To assist your customers in a personal way, you should become familiar with:
Dining and day care near the store
Entertainment centers and movie theaters in the district
Resources in and near your store
Their relatives, special friends, and loved ones
20
What do you say to a customer looking at a rack of men’s suits?
I see you are interested in our suits.
We have some great fabric and pattern choices. What colors do you prefer?
The blue suits are very popular. You take a size 40 regular, right?
A. The blue suits are very popular. You take a size 40 regular, right?
21
Greeting customers immediately upon entering the store is an example of what policy?
Selling Process
Deliver Policy
Return Policy
Pricing Strategy
22
What is one of the BEST ways to prevent shoplifting?
Acknowledge and greet all customers in a friendly manner
Use mirrors that make aisles visible to the cashier.
Put security cameras in plain view of the customer.
Lock up expensive merchandise

Customer Service 22 Questions Flashcards | StudBud