Customer service

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

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

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

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

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

6. Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:

Knowledge, you feel his purchases are worthwhile

7. A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must

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

9. A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

10. Which store offers the best price?

11. According to market research, what percentage of customers is likely to spend more if the sales associate is helpful?

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

13. Your ultimate goal as a sales associate is to:

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

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

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

17. When fitting the products to the customer, you should:

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

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

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

21. Which of the following scenarios shows the proper use of a business card?

22. Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?

23. Referring a customer to a competitor will likely result in:

24. Creating customer loyalty is rewarding for:

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

26. A computer store has a sign posted on the door that says, “No food or drink to be brought into the store.” A sales associated is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate’s best response?

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

28. Small kindnesses to your customers may include:

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

30. Your Personnel Policy states (1) All Employees can use their 20% discount cards for purchases, (2) Discount cards are non-transferrable, (3) Employees are not allowed to ring up their own purchases, (4) Employees must pay for food purchases before consuming them, and (5) Under no circumstances should employees leave the store with goods that have not been paid for. With that in mind, a cashier at Walbound decides to buy a soda to drink during her break. According to the Personnel Policy, how should the cashier pay for the soda?

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

33. When working with customers with disabilities be sure to take your time, be patient, and:

34. Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?

35. Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?

36. A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?

37 Below is the price list at Walmart Garden Center. Paul is a senior citizen who comes in to purchase a lawn sprinkler on Tuesday. How much will it cost Paul to make this purchase?Walmart Super Sale Items 10 pound bag of birdseed $ 7.00 Lawn Sprinkler $ 8.60 Garden Hose $15.00 Wheel Barrow $40.00 Bird Feeder $20.00 Additional 10% discount on Tuesday’s for Senior Citizens

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

39. Your company just received dresses from a new dress designer from China to be sold at your business. These simple dresses can be wrapped on an individual in many ways to create a simple dress, as a top blouse only, or as an “After 5” dressier piece. What should you do as the sales associate before displaying this item for customers to examine?

40. The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an item with a price tag of $9.78?

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

52. A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece’s birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST?

53. The warranty is an excellent tool for you to use to:

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

55. Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?

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

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

58. When customers return merchandise, you should:

59. A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?

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

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

62. Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

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

64. A customer calls and has some technical questions about a product with which you are not completely familiar. You should:

65. You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?

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

67. As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. Interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do?

68. If a customer becomes abusive, you should probably:

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

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

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

72. As a sales associate, your goal is to:

73. You are a car salesman at a new car dealership. A customer is gathering information before making the final decision on her new car. You have suggested the car that seems to be the best choice based on what she has stated when you questioned her. After taking a test drive, the customer decided to continue to look at other car options. What is your best response to her?

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

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

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

77. If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

78. Dominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?

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

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

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

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

83. Keeping records about customer preferences:

84. In your client record system, you should record:

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

86. What is one of the best ways to explain features and benefits to a customer?

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

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

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

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

91. A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

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

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

94. Which of the following is not an example of suggestive selling in a display?

95. Acting as a personal shopper:

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

97. When acting as a personal shopper, you should:

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

99. A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should:

100. Personal shopping services may be appropriate for which of the following customers?