What is the purpose of a warranty that provides repair/maintenance for a specific time

A promise to stand behind the product.

Showing respect for a customer’s business card means you should

Make some comment to indicate you have read it

Which of the following are good reasons to ask customers for their business cards?

to build ur client records with names of potential customers

When acting as a personal shopper, you should:

Choose selection of items from which the customer can choose

If your store doesn't offer the product the customer wants, your 1st option should always be to

Suggest alternatives that your store does carry

A customer walks in and asks for the deadline to file an application. You dont know the answer.

Inform the person that you don't know but will find out.

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

What features are important to you?

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

Get to know what the customer wants

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

Calling customers back in a timely manner

Managers who hire sales associates say that they value retail workers for their:

Composure under pressure, Capacity to work alone

Which of the following is NOT an example of suggestive selling in a display?

Putting soups next to the detergent

If you do not have business cards, you can help the customer remember you by

Writing “thank you” on the receipt and signing your name

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

What size was most comfortable for you?

an appliance is shipped, you call the customer to see was delivered on time,in good condition &

That the delivery people were courteous and careful

A customer pays you with a counterfeit $20 bill. You should:

Return it to the customer telling him why

What's the BEST way for an associate to learn about new product that just came into your store?

Read the labels and packaging information on the new product

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

Knows that he wants and would probably like quick service

If the customer isn't shopping alone, you can include the rest of the part by:

offer a chair or a refreshment to those in the party

Keeping records about customer preferences:

Can help u provide personalized service to return customers

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

Resources in and near your store

Which of the following is a product benefit for a new sweater?

The fabric is soft and will last through many washes.

To keep the lines of communication open, the best questions to ask:

begin with who, what, where, when, how, or why

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

Acknowledge the new customer, say you’ll be right with him

Which of the following items would NOT be an appropriate finishing touch to your service?

Send a postcard thanking him for select a gift for his wife

Showing the customer that you and your store stand behind the products and services you sell:

Shows a professionalism that builds customer loyalty

When customers enlist you as their personal shopper, they probably should expect:

To save time and effort looking for items themselves

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

Match what you say & your tone of voice to his personality

A customer comes into your store and you greet them. what is your next challenge?

Determine exactly what the customer needs.

When using the T.H.A.N.K.S. method, “K” stands for:

Know a solution if the customer does not suggest one

When customers request any of the service “extras” your store offers: you should tell them

Make a note in your client record system; future reference

Referring a customer to a competitor will likely result in:

The customer seeking you out for future needs

an electrical socket has wires exposed in an area where customers shop. The associate must

Secure the area and report the situation to management

One of the most important skills in being a personal shopper is to:

Listen carefully for clues about the customer’s preferences

When fitting the products to the customer, you should:

Ask questions that will help her define the right fit

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

What color do you prefer in that brand?

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Customer service Exam review

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Questions 68

Answers

1
What is the purpose of a warranty that provides repair/maintenance for a specific time
To show it isn't the best quality so you need a warranty
A promise to stand behind the product.
To prove you will not need a warranty.
A promise to replace the product no matter what happens.
2
Showing respect for a customer’s business card means you should
Ask if you can put it in the bowl used for drawing prizes
Make some comment to indicate you have read it
Never write on it
Put it in your purse or wallet for safe keeping
3
Which of the following are good reasons to ask customers for their business cards?
To learn more about them so you can suggest items to them
When customers show interest in an upcoming event
to claim customers as yours;keep coworkers from making sales
to build ur client records with names of potential customers
4
When acting as a personal shopper, you should:
Select only items that fit her interests
Choose selection of items from which the customer can choose
Ignore the customer’s bad taste and choose items you like
Show them only the best products in the store
5
Your business card or the sales receipt is a good place to make notes for a customer regarding:
The date a special order is due
An upcoming sale
Your work schedule so the customer can contact you
All of the above
6
Which of the following are acceptable ways to ask customer permission to provide alternatives?
All of the above
We don’t carry that specific brand, but may I suggest …
Is that the only brand you were interested in?
We dont recommend that item. May I show you a better product
7
If your store doesn't offer the product the customer wants, your 1st option should always be to
Convince the customer he doesn’t need it anyway
Immediately refer him to a competitor
Suggest alternatives that your store does carry
Inform him of the drawbacks of the product he is seeking
8
A customer walks in and asks for the deadline to file an application. You dont know the answer.
Tell the person what you think the answer might be.
Inform the person that you don't know but will find out.
Say that you are not allowed to give out that information
Refer the person to your supervisor.
9
Which of the following are examples of open-ended questions?
Would you like blue or brown one?
What features are important to you?
Can I help you?
Is this all for you today?
10
A good reason for creating an opening for discussion is to:
Break down the customer's sales resistance
Convince the customer how much you know about the product
Get to know what the customer wants
Increase your store's sales revenues
11
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 find the requested item
stopping what you’re doing to take care of phone customers
Calling customers back in a timely manner
12
Managers who hire sales associates say that they value retail workers for their:
Composure under pressure
Willingness to "step back"
Ability to focus on a single task
Capacity to work alone
13
As a sales associate, your goal is to:
Increase sales for your store
Decide who’s right or wrong
Keep the customer coming back
Keep the returns to a minimum
14
Which of the following is NOT an example of suggestive selling in a display?
Putting soups next to the detergent
Putting chocolate topping next to the ice cream
Putting flip-flops next to a beach towel
Dressing a mannequin with matching pants, shoes and handbag
15
If you do not have business cards, you can help the customer remember you by
Telling the customer how many sales awards you have won
Using your own name often in the conversation
Asking for something on which to write your name and number
Writing “thank you” on the receipt and signing your name
16
what percentage of customers is likely to spend more if the sales associate is helpful?
25%
55%
33%
45%
17
If a customer becomes abusive, you should probably
Refund his money immediately
Contact your manager
Tell him he is being abusive
Call security
18
Which of the following might be appropriate when discussing clothing size with your customer?
You wear a bigger size on the bottom than on the top.
Have you worn this brand before?
What size was most comfortable for you?
You look to be about a size XX.How big are you?
19
an appliance is shipped, you call the customer to see was delivered on time,in good condition &
If they need to buy any additional products.
If the customer really liked the deal you gave him
if the customer has any friends that might like the item
That the delivery people were courteous and careful
20
A customer shows up and appears to be upset and on edge. As the associate, it would be best to:
Show empathy in your replies
Mirror their behavior
Offer them a refund or discount to settle them down
Refer the customer to your supervisor
21
A customer pays you with a counterfeit $20 bill. You should:
Ask the customer to leave the store
Return it to the customer telling him why
Ask the customer to leave the store
immediately tear the bill up and ask for another twenty
22
What's the BEST way for an associate to learn about new product that just came into your store?
Call the manufacturer or vendor and ask about the products.
Ask customers to explain what they know about the products
Check with co-worker to see what they know about the product
Read the labels and packaging information on the new product
23
If a customer walks directly to an item, this may indicate that he
Knows that he wants and would probably like quick service
Just wants to look at the item and has no interest in buying
Is looking for the least expensive brand
Is in a hury and doesn't want any attention from you
24
If the customer isn't shopping alone, you can include the rest of the part by:
Remind the customer of the Kid's Zone area
Suggest the customer might want to return when he is alone
Tell children to behave themselves while their parents shop
offer a chair or a refreshment to those in the party
25
When customers come to you with complaints, you need to:
All of the above
Listen carefully
Get information
Be patient
26
Keeping records about customer preferences:
Can help u provide personalized service to return customers
have customers suspicious of your ability to remember detail
Will help you target market to them
Requires an expensive computer system
27
To assist your customers in a personal way, you should become familiar with:
Dining and day care near the store
Resources in and near your store
Entertainment centers and movie theaters in the district
Their relatives, special friends, and loved ones
28
Which of the following is a product benefit for a new sweater?
The sweater has a snag-free zipper
The fabric is made of natural wool
The fabric is soft and will last through many washes.
They come in neutral colors
29
To keep the lines of communication open, the best questions to ask:
are direct and to the point
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 are able to direct the customer to a decision
30
A new customer comes into your department, but you are helping another customer. You should
Focus all your attention on your current customer
Let the new customer wait until u complete your current sale
Help the customer who looks like he will spend the most $$$
Acknowledge the new customer, say you’ll be right with him
31
Your ultimate goal as a sales associate is to:
Provide service to as many customers as you can
Meet your quota each month
Satisfy the customer
Be the top sales associate in your department
32
By becoming an expert at special orders, you may benefit by:
All of the above
Learning more about customer needs and interests
Learning more about the products you sell
Getting to know people in other departments
33
Personal shopping services may be appropriate for which of the following customers?
A shopper who says she just wants to browse
A customer who is in a hurry and does not have time to look
B and C
A shopper who asks you to help select gifts for the holidays
34
Creating customer loyalty is rewarding for:
All of the above
The sales associate
The store
The customer
35
Requiring salespeople to greet customers upon entering the store is example of what type policy
Delivery System
Selling Process
Return Policy
Pricing Strategy
36
Which of the following items would NOT be an appropriate finishing touch to your service?
Send a handwritten note thanking him for his business
Send a postcard thanking him for select a gift for his wife
Call him to make sure he is satisfied with his purchase
Give a business card & encourage him to return to the store
37
Showing the customer that you and your store stand behind the products and services you sell:
Limits the profit on some items
Encourages customers to return items more frequently
Shows a professionalism that builds customer loyalty
Shows the customer that you are a talented sales associate
38
When customers enlist you as their personal shopper, they probably should expect:
Special discounts
You to be available at all times
To save time and effort looking for items themselves
To see the best items in the store
39
The best way to talk to a new customer is to:
Match what you say & your tone of voice to his personality
Flatter the customer tell him that they have good taste
Convince her that you know what is best for him/her to buy.
Interact as if you are old friends
40
When things go wrong or a product doesn't perform, provide customer with a quick resolution and
Service with a smile
Give them a new one of the same product
A cup of coffee
An excuse for the product’s failure
41
A customer comes into your store and you greet them. what is your next challenge?
Determine exactly what the customer needs.
Ask how much money he/she plans to spend.
Ask if he/she has shopped in the store before.
Find out how much time he/she has to shop.
42
When using the T.H.A.N.K.S. method, “K” stands for:
Know a solution if the customer does not suggest one
Keep asking questions, even if the solution is obvious
Know when to give in to the customer's demands
Keep the customer from asking for a refund
43
When customers request any of the service “extras” your store offers: you should tell them
Make a note in your client record system; future reference
to wait until you finish with other customers in your area
call someone else to take care of them since you are busy.
to contact Customer Service for further information
44
Referring a customer to a competitor will likely result in:
The customer seeking you out for future needs
None of the above
A lost sales opportunity for you
The customer never returning to your store
45
an electrical socket has wires exposed in an area where customers shop. The associate must
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
46
What are the best kinds of questions to ask to a customer to encourage conversation?
Yes, no
Direct and to-the-point
None. Let the customer ask you questions.
Open-ended
47
How soon upon a customer’s arrival should you, the sales associate, greet the customer?
60 seconds
2 minutes
30 seconds
90 seconds
48
One of the most important skills in being a personal shopper is to:
Always guess correctly at what the customer wants
Listen carefully for clues about the customer’s preferences
Pick the best quality items to show
Convince customers to follow your advice
49
Turn your phone interaction into a loyal customer by:
Mentioning services he may not be aware of
All of the above
Offering to ship items directly to the customer
Letting the customer know about sales events
50
When fitting the products to the customer, you should:
Correct her if she tells you the wrong size
Wait till the customer picks out the right size
Ask questions that will help her define the right fit
Select the approximate size you believe that she is
51
Which of the following would be the best option when trying to find out what a customer wants?
Are you looking for anything special?
Is that the brand you want?
Can I help you?
What color do you prefer in that brand?
52
What is one of the best ways to explain features and benefits to a customer?
Discuss the review of this product
Show the customer the user’s manual
Demonstrate the product
Explain the history of the product
53
Which of the following best describes why a client record system is called a “living” record?
It should be accessible to anyone who wants to read it
You should constantly refer 2 it and update it with new info
You keep it as long as the person remains a customer
You spend more time maintain records than serving customers
54
In your client record system, you should record:
All of the above
Customer interests
Customer purchases
Follow-up activities
55
When working with customers with disabilities be sure to take your time, be patient, and:
Let the customer help you understand his needs
Offer to push them around so they can pick out things
Speak loudly, using a lot of hand gestures
When you can, make decisions for the customer
56
A person tells you of many complaints he has about your department. You should first
ask advice from your supervisor on how to handle the person.
check into the legitimacy of the complaints.
assume that he is blowing off steam, ignore his complaint
regard them as accurate, take immediate step to correct them
57
If you find yourself having to resolve a very difficult issue, you may want to
Tell the customer that his is being unreasonable
Ask the customer to come back another time
Get creative and just solve the problem
Get help from a more senior employee
58
Acting as a personal shopper:
Does not require any special skills or talents
Should be avoided since it take you away from other customer
Can add interest and challenge to your job
Can lead to a big tip
59
The sales tax is 9.5%. What would the total be including sales taxes for an item priced $9.78?
$10.71
$ .93
$9.86
$10.70
60
What question do you ask to get feedback to see if the computer software met expectations?
Did you have installation problems?
Did they deliver on time?
How has the software worked for what you were using it for?
What new features have you used?
61
In preparing a resource list for your customers, you should consider including:
companies that have complementary services to your products
Phone numbers that customers have requested in the past
Information about companies you recommend
All of the above
62
The warranty is an excellent tool for you to use to:
Explain your company’s return policy
All of the above
Prove that your company has the best price
Reassure the customer about a product’s quality
63
A customer has technical questions about a product with which you aren't familiar. You should:
pretend that you know what you're talking about
ask him why he is being so inquisitive.
transfer his call to someone knowledgeable in that area.
tell him to call back another time.
64
Two basics needed to ensure a customer has a pleasant experience when he comes to your store
Sales associates who look snazzy and help customers
Free coffee and doughnuts and a clean restroom
:Good inventory and easy checkout
An enjoyable atmosphere and super service
65
When the customer presents you with a problem, you should ask her:
Who is at fault in the situation
Use your own judgment to solve it.
If she shops at your store on a regular basis
How she would like the situation solved
66
One of the most important skills in being a personal shopper is to:
Pick the best quality items to show
Always guess correctly at what the customer wants
Listen carefully for clues about the customer’s preferences
Convince customers to follow your advice
67
Customer complaints should be welcomed because they provide an opportunity to:
Do something different for a change
Learn who the potential “problem customers” are
Get customers back to the store so they’ll buy more
Learn about problems so improvements can be made
68
You can determine the customer need by gathering information through careful observation and by
Decide the type of product you think the customer should buy
Asking the customer thoughtful questions
Telling the customer everything you know about your products
Study literature on the products so you can answer question

Customer service Exam review Flashcards | StudBud