COE Ch 4

A customer comes in with an ad from another store showing an advertised price that is lower. What should you do first?

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

Your ultimate goal as a sales associate is to: satisfy the customer

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

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

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

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

Referring a customer to a competitor will likely result in: The customer seeking you out for future needs

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

When fitting the products to the customer, you should: correct them if they give you a wrong size

How soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?

If a customer becomes verbally abusive, you should first:

The warranty is an excellent tool for you to use to: Reassure the customer about a product’s quality

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

A customer pays you with 3 twenty-dollar bills. You notice a twenty dollar bills is counterfeit. You should:

A coworker has many complaints about your department. You should first: check into the legitimacy of the complaints

Your business card or the sales receipt is a good place to make notes for a customer regarding:

Dominque is shopping for a winter coat, you help her and she likes 2 coats. How do you continue the conversation?

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

In preparing a resource list for your customers, you should consider including:

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

When customers return merchandise, you should:

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

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

You work at men’s store and see a customer looking at a rack of suits. What should you say as you approach this customer

A customer looks at several watches, she tries one, sets it to the time, and she picks a band. How do you close?

If an appliance or computer is being shipped, call the customer to make sure it was delivered in good condition and:

In your client record system, you should record:

What are the best kinds of questions to ask to a customer to encourage conversation?

If a customer walks directly to an item, this may indicate: he knows what he wants and may want quick, efficient service

By becoming an expert at special orders, you may benefit by:

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

Creating customer loyalty is rewarding for:

To assist your customers in a personal way, you should become familiar with resources in and near your store.

Open ended questions are: ___________________________________________

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

Which of the following is not an example of suggestive (cross) selling in a display?

Active listening is

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

A customer brings back a toy doll. She says that she bought the doll for her niece’s birthday a month ago and that the

A retail association spots exposed wires in a shopping area. They should secure the area and report it to management.

If the customer isn’t shopping alone, you can include the rest of the party by:

Warranties provide repair for a certain time frame for products. They are included in the price, what is their purpose?

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

The sales tax rate (state/local) is 9.5%. What would the total be including sales taxes for an item priced at $9.78?

Keeping records about customer preferences

Three ways to create a positive customer impression: Complimenting his taste; assuring him that he is the expert; and:

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

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

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

The following is an acceptable way to ask to provide alternatives: I don't recommend. May I show you a better product

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

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

What is one of the BEST ways to prevent shoplifting?

Small kindnesses to your customers may include

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

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

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

Cheryl works at Sears, sells elliptical machines, and completed product training last week. How can she prepare?

When customers come to you with complaints, you need to:

The best ways to explain features and benefits to a customer is to demonstrate the product.

Product features answer the question, “Why?”

Turn your phone interaction into a loyal customer by:

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

As a sales associate, your goal is to

A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:

Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?

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

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

When the customer presents you with a problem, you should ask her

If your store does not offer a product of service the customer is looking for, your first option should always be to:

Which of the following is not a component of quality customer service?

A customer asks for the deadline for a permit application, and you don't know the answer. It would be best for you to:

A customer has some technical questions you are not completely familiar. You should: pretend that you know and answer

To help build customer loyalty, you should: Be very clear on what you are promising; make notes so you will remember

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

Correct: “Third Floor is Customer service; take the elevator & turn right. I’d go with you, but I can't leave this area"

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

What does shortage refer to?

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

A customer is looking at a new desktop computer. To energize your sales presentation, you should

An irate caller is berating your company on a controversial product. You can: Completely avoid talking about the product

You are with a customer, the phone rings and you’re supposed to answer phone calls within 3 rings. What do you do?

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

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