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

A new employee is not very competent, and also has a very bad attitude in front of clients. You are not her supervisor.

Ask another employee to help. Escort her to a room away from the public.

A customer comes into store with an ad from another store that shows a lower advertised price. What do you do first?

Refer to your store’s policy on meeting competitor’s ads

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 …

Customer complaints should be welcomed because they provide an opportunity to:

Learn about problems so improvements can be made

You are with a customer, completing a sale. The phone rings. You’re supposed to answer calls within 3 rings. You..

Excuse yourself, answer phone, assist caller if they need a quick answer

Keeping records about customer preferences:

Can help you provide more personalized service to returning customers

An irate caller starts berating your company’s service on a particular product that has been controversial. You should:

Listen carefully, get number, promise to get the right person to call back.

If your boss gives a client the name of the wrong person to contact to get information what do you do?

Give the client the correct name, and explain that your boss was not aware.

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

What color do you prefer in that brand?

If your company does not have a manual that describes all the major product warranties, you should:

Create your own by making copies all product warranties and related info.

A person approaches you and tells you of many complaints he has about your department. You should first:

check into the legitimacy of the complaints.

Referring a customer to a competitor will likely result in:

The customer seeking you out for future needs

Which of the following is a benefit of an ink jet printer?

Saves the customer money on ink because of special ink-saving technology

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

What features are important to you?

If your company does not supply business cards, you should:

Check to make sure creating your own will not violate company policy

If you find yourself having to resolve a very difficult issue, you may want to:

Get help from a more senior employee

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

Get to know what the customer wants

A customer comes into your store and you greet them. Now that you’ve make a connection, what is your next challenge?

Determine exactly what the customer needs.

Which of the following are appropriate reasons for following up with a customer?

You finally located an item the customer asked for a while back

A customer is trying on perfume.What is the wrong thing to say about a perfume she just dabbed on her wrist and smelled?

“I don’t think that perfume will fit your personality."

What does shortage refer to?

shoplifting, employee theft and inventory errors

A customer buying a new car decides to keep looking at other options after going on a test drive. How do you respond?

It is important that you are 100% satisfied. Here is my card just in case.

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

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

listening and responding to the other person that improves understanding

Policy states employees are not allowed to ring up their own purchases. How should a cashier buy a soda on her break?

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

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

D.How has the software worked for what you were using it for?

Even if your company’s return policy restricts what you can do for the customer, you should:

Consider alternatives, such as offering a discount coupon or a free sample

When customers return merchandise, you should:

Treat them with the same respect you would if they were making a purchase

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

If customers are interested in an upcoming event, you can remind them

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

An enjoyable atmosphere and super service

A customer wants a new washer-dryer combo installed at his home, but the store does not install. Best way to respond?

We do not offer that, but I can give you the number of a company that will.

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 scenarios shows the proper use of a business card? The Salesperson says:

My pleasure to help you today.Here’s my business card if you need anything.

Which of the following statements best describes why a client record system is called a “living” record?

You should constantly refer to it and update it with new information

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

Calling customers back in a timely manner

You can best determine the customer’s needs by gathering information through careful observation and by:

Asking the customer thoughtful questions

Which of the following is not a product benefit for a new sweater?

The fabric is soft and will last through many washes.

When fitting the products to the customer, you should:

Ask questions that will help her define the right fit

Ways to create a positive impression include: Compliment the customer’s taste, assure the customer he is the expert, and

Indicate his purchases are worthwhile based on your professional knowledge

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Customer Service Exam Practice Questions

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Questions 100

Answers

1
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
Ask customers to explain what they know about the products
Call the manufacturer or vendor and ask about the products.
Check with co-workers to see what they know about the products
2
A new employee is not very competent, and also has a very bad attitude in front of clients. You are not her supervisor.
Ignore her and continue to assist customers.
Ask another employee to help. Escort her to a room away from the public.
"Mrs. W., I'll be with you as soon as I can. Now please let me finish."
Get on the phone and request assistance from a department administrator.
3
A customer comes into store with an ad from another store that shows a lower advertised price. What do you do first?
Tell customer to go to the other store since your product is not on sale
Refer to your store’s policy on meeting competitor’s ads
Immediately change the price in your store to meet the competitor’s price.
Ask your store manager how to respond to the customer
4
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 …
We don’t recommend that item. May I show you a better product?
Is there anything else you were looking for?
Is that the only brand you were interested in?
5
Customer complaints should be welcomed because they provide an opportunity to:
Get customers back to the store so they’ll buy more
Learn about problems so improvements can be made
Do something different for a change
Learn who the potential “problem customers” are
6
In your client record system, you should record:
Customer interests
Follow-up activities
Customer purchases
All of the above
7
You are with a customer, completing a sale. The phone rings. You’re supposed to answer calls within 3 rings. You..
Excuse yourself, answer phone, assist caller if they need a quick answer
Put caller on hold, excuse yourself, find another associate to handle it.
Answer phone, continue to help the customer at the store at the same time.
Excuse yourself, answer call and ask if you can call him/her back.
8
Keeping records about customer preferences:
Can help you provide more personalized service to returning customers
Requires an expensive computer system
Will help you target market to them
Will make customers suspicious of your ability to remember details
9
How soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?
90 seconds
60 seconds
30 seconds
2 minutes
10
An irate caller starts berating your company’s service on a particular product that has been controversial. You should:
Get offensive with the caller, and convince them they are mistaken.
Tell caller the company is aware of the problem and taking steps to fix it
Completely avoid talking about the specific product and change the topic.
Listen carefully, get number, promise to get the right person to call back.
11
If your boss gives a client the name of the wrong person to contact to get information what do you do?
Give the client the correct name, and explain that your boss was not aware.
Wait until the client leaves, then provide your boss with the correct name.
Quickly take your boss aside and provide the correct name.
Do not get involved in the situation.
12
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
Give them a new one of the same product
An excuse for the product’s failure
A cup of coffee
Service with a smile
13
Which of the following would be the best option when trying to find out what a customer wants to buy?
Can I help you?
Are you looking for anything special?
What color do you prefer in that brand?
Is that the brand you want?
14
If your company does not have a manual that describes all the major product warranties, you should:
Open up the package and read the warranty to them
Avoid talking about warranties with your customers
Create your own by making copies all product warranties and related info.
Decide on a neutral comment you can use if customers ask you about warranty
15
Small kindnesses to your customers may include:
Consolidating many small packages into one large shopping bag
Telling a customer about a lounge where she may tend to her baby’s needs
All of the above
Bringing merchandise to an older or disabled customer while he sits down
16
A person approaches you and tells you of many complaints he has about your department. You should first:
check into the legitimacy of the complaints.
regard the complaints as accurate and take immediate steps to correct them.
assume that his is just blowing off steam and ignore his complaints.
ask for advice from your supervisor on the best way to handle the person.
17
What are the best kinds of questions to ask to a customer to encourage conversation?
Open-ended
None. Let the customer ask you questions.
Yes, No
Direct and to-the-point
18
Referring a customer to a competitor will likely result in:
A lost sales opportunity for you
None of the above
The customer seeking you out for future needs
The customer never returning to your store
19
Which of the following is a benefit of an ink jet printer?
Prints on plain paper, bond, envelopes, and labels
Prints 33 pages in black per minute
Offers 2.0 connectivity
Saves the customer money on ink because of special ink-saving technology
20
Which of the following are examples of open-ended questions?
Is this all for you today?
Do you like blue or brown?
Can I help you?
What features are important to you?
21
If your company does not supply business cards, you should:
Check to make sure creating your own will not violate company policy
Tell the customer that the company is too cheap to give you business cards
Tell customers that they can find the store number in the phone directory
Tell customers your name and number and offer them a pen to write it down
22
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
23
A good reason for creating an opening for discussion is to:
Increase your store’s sales revenues
Convince the customer how much you know about the product
Break down the customer’s sales resistance
Get to know what the customer wants
24
A customer comes into your store and you greet them. Now that you’ve make a connection, what is your next challenge?
Ask how much money he/she plans to spend.
Determine exactly what the customer needs.
Find out how much time he/she has to shop.
Ask if he/she has shopped in the store before.
25
Which of the following are appropriate reasons for following up with a customer?
You are curious whether a gift your customer purchased was well received
You finally located an item the customer asked for a while back
You haven’t seen them in a while and wondering if she is shopping elsewhere
You want to know why a customer did not make it in for a special sale
26
By becoming an expert at special orders, you may benefit by:
Getting to know people in other departments
Learning more about the products you sell
All of the above
Learning more about customer needs and interests
27
In preparing a resource list for your customers, you should consider including:
Local companies that have complementary services to the products you sell
All of the above
Phone numbers that customers have requested in the past, i.e. taxi service
Information about companies you recommend, such as repair shops
28
A customer is trying on perfume.What is the wrong thing to say about a perfume she just dabbed on her wrist and smelled?
“That fragrance smells very nice on you.”
“I don’t think that perfume will fit your personality."
“You have great tastes as that is our number 1 seller!”
“I can see you like a fragrance with notes of gardenia in it!"
29
What does shortage refer to?
putting a smaller amount of inventory on shelves
shoplifting, employee theft and inventory errors
delivery of merchandise that is lower than what is on packing slip
pricing of products that are lowered to get rid of overstock
30
A customer buying a new car decides to keep looking at other options after going on a test drive. How do you respond?
Sorry, I don't have a business card. Give me yours and I will call you.
Well, if you want to come back and look, here is my card.
It is important that you are 100% satisfied. Here is my card just in case.
Be sure to ask for me if you come back to look some more.
31
To keep the lines of communication open, the best questions to ask:
Are ones that are able to direct the customer to a decision
Begin with who, what, where, when, how, or why
Are ones that can be quickly answered with a “yes” or a “no”
Are direct and to the point
32
Active listening is:
listening and responding to the other person that improves understanding
listening and using positive body language
listening while maintaining eye contactwith the speaker
listening while staying active by running, jogging, etc.
33
Policy states employees are not allowed to ring up their own purchases. How should a cashier buy a soda on her break?
Ask someone else to ring up the soda as soon as the break begins
Pay for the soda after the break is over
Ring up the soda herself before the break begins.
Use another employee’s discount card to buy the soda
34
What question do you ask to get feedback to see if the computer software met expectations of the customer?
D.How has the software worked for what you were using it for?
B.Did you have installation problems?
C.What new features have you used?
A.Did they deliver it on time?
35
Even if your company’s return policy restricts what you can do for the customer, you should:
Agree the product is defective but the store won't let you do anything
Consider alternatives, such as offering a discount coupon or a free sample
Do what the customer asks; management will have to support your decision
Apologize for your store’s policy
36
When customers return merchandise, you should:
Make sure they have a good reason for doing so
Treat them with the same respect you would if they were making a purchase
Not worry about how you treat them, because you don’t want them back again
Send them to the service counter to wait for a customer service rep
37
Which of the following are good reasons to ask customers for their business cards?
To learn more so you can suggest items that you think they can afford
You can claim these customers and keep co-workers from making sales to them
If customers are interested in an upcoming event, you can remind them
So you can build up your client records with names of potential customers
38
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
Free coffee and doughnuts and a clean restroom
Sales associates who look snazzy and take turns helping customers
Good inventory and easy checkout
An enjoyable atmosphere and super service
39
As a sales associate, your goal is to:
Increase sales for your store
Keep the returns to a minimum
Keep the customer coming back
Decide who's right or wrong
40
A customer wants a new washer-dryer combo installed at his home, but the store does not install. Best way to respond?
We do not offer that, but I can give you the number of a company that will.
We offer installation on some items, but washers/dryers are not included.
Unfortunately, we do not install washers/dryers. I can show you what to do.
I am sorry for the misunderstanding, but we do not install these items.
41
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XX.
You wear a bigger size on the bottom than on the top.
How big are you?
Have you worn this brand before? What size was most comfortable for you?
42
Which of the following scenarios shows the proper use of a business card? The Salesperson says:
Glad I was able to help you today. Here are some cards for your family.
My pleasure to help you today.Here’s my business card if you need anything.
We don’t have business cards, but if you’ll give me yours I will call you.
If you change your mind and do want some help, here’s my card.
43
Which of the following statements best describes why a client record system is called a “living” record?
You should constantly refer to it and update it with new information
It should be accessible to anyone who wants to read it
You keep it as long as the customer remains a customer of the store
You spend more time maintaining your records than you do serving customers
44
To help build customer loyalty, you should:
Not disappoint a customer by telling him when you cannot make an exception
A and C
Make exceptions, but be sure to let customer know that it is an exception
Be clear on what you promise; do what you say; make notes to remember
45
Which of the following steps will help you keep commitments to customers?
Promising customers you will find the items they request
Immediately stop what you’re doing to take care of phone customer requests
Calling customers back in a timely manner
Call customers back only when you find the requested item or information
46
You can best determine the customer’s needs by gathering information through careful observation and by:
Asking the customer thoughtful questions
Deciding the type of products you think the customer should buy
Telling the customer everything you know about your products
Study all literature on the products you sell so you can answer questions
47
Which of the following is not a product benefit for a new sweater?
The sweater has a snag-free zipper
The fabric is soft and will last through many washes.
They come in neutral colors
The fabric is made of natural wool
48
The sales tax rate is 9.5%. What would the total be including sales taxes for an item with a price tag of $9.78?
$9.86
$10.71
$10.70
$.93
49
When fitting the products to the customer, you should:
Wait till the customer picks out the right size.
Correct her if she tells you the wrong size
Ask questions that will help her define the right fit
Select the approximate size you believe that she is.
50
Paul wants to purchase an $8.60 sprinkler with his 10% senior citizen discount. How much will he spend?
$7.94
$7.74
$8.90
$8.00
51
Ways to create a positive impression include: Compliment the customer’s taste, assure the customer he is the expert, and
Suggest that he buy “top of the line” products
State that products in your store are far better than those in others
Indicate his purchases are worthwhile based on your professional knowledge
52
Which of the following is not a component of good customer service?
A positive attitude
Asking closed-ended questions to get a definitive yes or no answer
Acknowledge the customer quickly
Attendance at store trainings
53
Creating customer loyalty is rewarding for:
the store
the sales associate
the customer
all of the above
54
When customers come to you with complaints, you need to:
Listen carefully
All of the above
Be patient
Get information
55
What is one of the best ways to explain features and benefits to a customer?
Discuss the review of this product
Explain the history of the product
Show the customer the user’s manual
Demonstrate the product
56
You see a customer looking at a rack of men’s suits. What would be the best thing to say as you approach this customer?
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?
I see you are interested in our suits.
I have some great suits on sale. May I should you a few?
57
Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?
Return policy
Deliver policy
Selling process
Pricing strategy
58
When customers request any of the service “extras” your store offers:
Record in client records to provide more personalized service next time
Tell them to contact Customer Service for further information
Tell them that you will call someone else to help them since you are busy.
Tell them they’ll have to wait until you finish with the other customers
59
Managers who hire sales associates say that they value retail workers for their:
Willingness to “step back”
Ability to focus on a single task
Composure under pressure
Capacity to work alone
60
Which of the following items would NOT be an appropriate finishing touch to your service?
Send postcard thanking him for letting you help select a gift for his wife
Call the customer to make sure he is satisfied with his purchase
Give the customer your business card & encourage him to return to the store
Send a handwritten note thanking the customer for his business
61
A retail associate sees that 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
Nothing; maintenance will clean it up
Call the custodian for assistance
62
A customer returns a toy doll that she bought a month ago and says the doll no longer speaks. What do you say first?
Are you sure that you bought doll at this store? Do you have your receipt?
We’ve had lots of complaints. You might want to contact the manufacturer.
We’ve never had any complaints. What do you think your niece did to it?
It’s always best to check the batteries first. Let me check them for you.
63
Posted sign:“No food or drink to be brought into the store.” What if a small child is eating ice cream near the laptops?
Ask the customer kindly to dispose of the ice cream.
Call security, but warn the customer and give him time to leave first.
Let the customer know that he will be responsible if anything is damaged.
Politely explain that he can't be served until ice cream is out of store.
64
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
All of the above
Your work schedule so the customer can contact you in the future
An upcoming sale
65
Customer: “I like these pans but it's a gift for my friend, and she doesn’t cook as much as I do." Best way to respond?
She’ll probably want to do more cooking when she sees these pans!
She could always return.Or,maybe we find an item more appropriate for her?
I think it’s nice to give something you like, but she can exchange them.
I’m sure she’ll like them just like you do
66
If a customer walks directly to an item, this may indicate that he:
Is looking for the least expensive brand
Knows what he wants and would probably appreciate quick, efficient service
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
67
A customer walks in and asks for the deadline to file for a permit,and you do not know the answer. What should you do?
Tell the person what you think the answer might be.
Refer the person to your supervisor.
Say that you are not allowed to give out that information to the public.
Inform the person that you don't know but will find out.
68
Product features are described as all of the following except:
Answer the question, “Why?”
Be physical (color, size, etc.)
Relate to the quality of the merchandise and how the customer will enjoy it
Appeal to the senses
69
Turn your phone interaction into a loyal customer by:
Offering to ship items directly to the customer
All of the above
Mentioning services he may not be aware of
Letting the customer know about sales events
70
A new customer comes into your department, but you are helping another customer. You should:
Help the customer who looks like he will spend the most money
Use eye contact and/or a brief comment that you'll be right with them
Focus all your attention on your current customer
Let the new customer wait until you have completed your current sale
71
Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
Both A and C
“Someone in Customer Service can help you; I’ll show you the way.”
Give specific directions and politely explain why you can't go with them.
“You’ll have to take this to Customer Service; I can’t help you here.”
72
What is one of the BEST ways to prevent shoplifting?
Lock up expensive merchandise.
Put security cameras in plain view of the customer.
Use mirrors that make aisles visible to the cashier.
Acknowledge and greet all customers in a friendly manner as they enter.
73
If your store does not offer the product or service the customer is looking for, your first option should always be to:
Immediately refer him to a competitor
Suggest alternatives that your store does carry
Inform him of the drawbacks of the product he is seeking
Convince the customer he doesn’t need it anyway
74
Dominque is shopping for a new winter coat, and has narrowed it down to 2 coats. Best way to continue the conversation?
How much do you want to spend?
Do you want the red coat or the blue one?
Why do want this type of coats?
None of these are appropriate to continue.
75
You are a new employee, and you want to make copies of your personal tax returns on the company copier. You:
Ask a co-worker what everyone else does and then do the same
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
Consult company policy or the manager about using the copier
76
Your ultimate goal as a sales associate is to:
Meet your quota each month
Be the top sales associate in your department
Provide service to as many customers as you can
Satisfy the customer
77
Which store offers the best deal?
They all offer the same exact deal.
Store 3, Price $30, 10% Discount, 4 year warranty
Store 2, Price $27, No discount, 3 year warranty
Store 1, Price $27, No discount, 5 year warranty
78
What is the purpose of a warranty that provides repair for a specific time and is included in the price of a product?
A promise to replace the product no matter what happens.
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.
79
Showing respect for a customer’s business card means you should:
Make some comment to indicate you have read it
Ask them if you can put it in the bowl used for drawing prizes
Never write on it
Put it in your purse or wallet for safe keeping
80
Customer seems to like one watch best, tries it on and asks if the band can be changed. How can you best close the sale?
Do you want to look at a few more styles?
Will that be cash or credit card?
We’ll be having a sale on watches sometime next month.
Shall I go ahead and replace the band or do you want to keep both styles?
81
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
Tell him you do not make exceptions
Check with your immediate supervisor or manager
Make the exception, but only if customer makes additional purchases
Tell them to buy the product again and return the broken one in the new box
82
If your job is to sell an elliptical machine, and you completed the product training, what can you do to better prepare?
Ask your boss to assign you to another dept. you are more familiar with.
Switch departments with another sales associate.
Find the machine's box and read whatever information came with it.
Demonstrate with customers in-store until you are familiar with features.
83
A customer pays you with 3 twenty-dollar bills. You notice that one is counterfeit. You should:
Note the customer’s description and any other identifying information
Tear the counterfeit bill up and ask politely for another twenty
Return it to the customer telling him why
Ask the customer to leave the store immediately
84
If the customer isn’t shopping alone, you can include the rest of the party by:
Suggest that the customer make this decision when alone and can concentrate
Tell children to behave themselves while their parent makes a decision
Offer a chair, cup, or a refreshment to others in party
Remind the customer of the kids’ zone area
85
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
Tell him that he won’t find anything better than what you have
Smile, listen,don’t tell him you don’t have his brand; show him your items
Convince him that your brands are better
86
Showing the customer that you and your store stand behind the products and services you sell:
Shows the customer that you are a talented sales associate
Shows a professionalism that builds customer loyalty
Limits the profit on some items
Encourages customers to return items more frequently
87
When balancing service between phone customers and those you may already be helping in the store, you should:
Move your in-store customer by phone and help both customers at same time.
Excuse yourself from in-store customer, say you’ll be right back, answer.
Wait on the in-store customer and ignore the phone until you have time.
Tell your in-store customer that she should look around while you answer.
88
The best way to talk to a new customer is to:
Interact as if you are old friends
Match what you say and your tone of voice to her personality
Flatter her—tell her she has taste and looks great
Convince her that you know what is best for her to buy
89
If you do not have business cards, you can help the customer remember you by:
Writing “thank you” on the sales receipt and signing your name
Asking the customer for something on which to write your name and number
Telling the customer how many sales awards you have won
Using your own name often in the conversation
90
When the customer presents you with a problem, you should ask her:
Use your own judgment to solve it.
Who is at fault in the situation
How she would like the situation solved
If she shops at your store on a regular basis
91
To assist your customers in a personal way, you should become familiar with:
Resources in and near your store
Dining and day care near the store
Their relatives, special friends, and loved ones
Entertainment centers and movie theaters in the district
92
A customer calls and has some technical questions about a product with which you are not completely familiar.You should:
ask him why he is being so inquisitive.
pretend that you know what you're talking about and give your own answers.
tell him to call back another time.
transfer his call to someone who is knowledgeable in that area.
93
If a customer becomes verbally abusive, you should first:
Contact your manager
Tell him he is being abusive
Refund his money immediately
Call security
94
A customer is looking at a new desktop computer. To energize your sales presentation, you should:
List the features of the computer
Give a personal experience that you’ve had with using that same computer.
Ask questions about why she needs a computer
Demonstrate how the computer is great for gaming because of its graphics
95
The warranty is an excellent tool for you to use to:
Reassure the customer about a product’s quality
Explain your company’s return policy
All of the above
Prove that your company has the best price
96
What should you do as the sales associate to display a new dress that can be worn in many different ways?
Photocopy an illustration to show the different ways it can be worn
Learn the many ways it can be worn to better show the customer how to wear.
Check the merchandise or packaging to ensure it meets U.S. guidelines
Safely unpack to minimize damage from handling before you display the dress
97
What is a planogram?
A visual map that shows shelf height and merchandise and signage placement.
A store’s floorplan that shows where ads and displays go.
A store’s floorplan that shows the different departments in that store.
A notice that tells employees the advertised specials of the week.
98
Which of the following is not an example of suggestive selling in a display?
Putting flip-flops next to a beach towel
Putting chocolate topping next to the ice cream
Putting soups next to the detergent
Dressing a mannequin with matching pants, shoes and a handbag
99
A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:
Offer them a refund or discount to settle them down
Show empathy in your replies
Mirror their behavior
Refer the customer to your supervisor
100
If an appliance is being shipped, you call the customer to be certain it was delivered on time and in good condition and
That the delivery people were courteous and careful
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

Customer Service Exam Practice Questions Flashcards | StudBud