customer service

A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the 20 dollar bills is counterfeit. You should: a)Return it to the customer telling him why b)Ask the customer to leave the store immediately c)Tear the counterfeit bill up and ask politely for another twenty d)Note the customer's description and any other identifying information

Note the customer's description and any other identifying information

How soon a customer's arrival into your store should you, the sales associate, greet the customer? * a)30 seconds b)60 seconds c)90 seconds d)2 minutes

a)30 seconds

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: * a)An enjoyable atmosphere and super service b)Free coffee and doughnuts and a clean restroom c)Sales associates who look snazzy and take turns helping customers d)Good inventory and easy checkout

a)An enjoyable atmosphere and super service

You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing but you know that there are several benefits that haven't been explained yet, so you decide to bring in your tax returns with the intent to make copies on the copy machine. Which of these is the best thing to do? a)Consult company policy or the manager about using the copier b)Wait until no one is around and make copies of your tax returns c)Ask a co-worker what everyone else does and then do the same d)Copy the returns any time during the day when there are no customers

a)Consult company policy or the manager about using the copier

If a customer walks directly to an item, this may indicate that he: * a)Knows what he wants and would probably appreciate quick, efficient service b)Just wants to look at the item and has no interest in buying c)Is in a hurry and doesn't want any attention from you d)Is looking for the least expensive brand

a)Knows what he wants and would probably appreciate quick, efficient service

An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should: a)Completely avoid talking about the specific product and change the topic b)Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues c)Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken d)Tell the caller that the company is aware of the problem and is taking steps to fix it e)Just listen - you can't please everyone

a)Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues

A customer calls and has some technical questions about a product with which you are not completely familiar. You should: a)Transfer his call to someone who is knowledgeable in that area. b)Pretend that you know what you're talking about and give your own answer c)Tell him to call back another time d)Ask him why he is being so inquisitive

a)Transfer his call to someone who is knowledgeable in that area.

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? * a)We do not offer installation services, but I will give you the number of a company that will come install the set for you. b)We offer installation on some items, but washer and dryers are not included. c)Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours. d)I am sorry for the misunderstanding, but we do not install these items.

a)We do not offer installation services, but I will give you the number of a company that will come install the set for you.

Which of the following are acceptable ways to ask a customer's permission to provide alternatives? a)We don't carry that specific brand, but may I suggest... b)Is that the only brand you were interested in? c)Is there anything else you were looking for? d)We don't recommend that item. May I show you a better product?

a)We don't carry that specific brand, but may I suggest...

You work in a men's store and see a customer looking at a rack of men's suits. What would be the best thing to say as you approach the customer? * a)We have some great fabric and pattern choices. What colors do you prefer? b)I see you are interested in our suits. c)The blue suits are very popular. You take a size 40 regular, right? d)I have some great suits on sale. May I show you a few?

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

To keep the lines of communication open, the best question to ask: * a)Are direct and to the point b)Are ones that can be quickly answered with "yes" or "no" c)Begin with who, what, when, how, or why d)Are ones that are able to direct the customer to a decision e)Are structured to save the customer's time

c)Begin with who, what, when, how, or why

Susan is working with a customer named Cassandra in the perfume department. Which is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled? * a)Susan looks at Cassandra and says, "You have great taste as that is our number 1 seller!" b)Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit your personality." c)After Cassandra smells the perfume, Sally says, "I can see you like a fragrance with notes of gardenia in it." d)Susan says, "That fragrance smells very nice on you."

b)Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit your personality."

If a customer becomes verbally abusive, you should first: * a)Refund his money immediately b)Contact your manager c)Tell him he is being abusive d)Call security

b)Contact your manager

Which of the following phrases might be appropriate when discussing clothing size with your customer? * a)You look to be about a size XX b)Have you worn this brand before? What size was most comfortable for you? c)How big are you? d)You wear a bigger size on the bottom than on the top.

b)Have you worn this brand before? What size was most comfortable for you?

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? a)I'm sorry. I don't have a business car, but if you will give me yours, I'll be glad to call you to see if you have other questions b)I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions c)Well, if you want to come back and look some more, here is my card. Feel free to give me a call. d)I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me.

b)I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions

When customers request any of the service "extras" you store offers: a)Tell them they'll have to contact Customer Service for further information b)Make a note in your client record system so you can provide more personalized service when those customers return in the future c)Tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time. d)Tell them that you will call someone else to take care of them since you are busy

b)Make a note in your client record system so you can provide more personalized service when those customers return in the future

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: a)A cup of coffee b)Service with a smile c)An excuse for the product's failure d)Give them a new one of the same product

b)Service with a smile

If your store does not offer the particular product of service the customer is looking for, your first option should always be to: a)Convince the customer he doesn't need it anyway b)Suggest alternatives that your store does carry c)Immediately refer him to a competitor d)Inform him of the drawbacks of the product he is seeking

b)Suggest alternatives that your store does carry

When customers return merchandise, you should: * a)Make sure they have a good reason for doing so b)Treat them with the same respect you would if they were making a purchase c)Not worry about how you treat them, because you don't want them to come back again d)Send them to the service counter to wait for a customer service rep

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

Keeping records about customer preferences: * a)Will make customers suspicious of your ability to remember details b)Requires an expensive computer system c)Can help you provide more personalized service to returning customers d)Will help you target market to them

c)Can help you provide more personalized service to returning customers

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? * a)Photocopy an illustration to show the different ways it can be worn b)Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it c)Check for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets U.S. guidelines d)Safely unpack the merchandise to minimize damage from handling before displaying it.

b)Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it

If you do not have business cards, you can help the customer remember you by: a)Asking the customer for something on which to write you name and number b)Writing "thank you" on the sales receipt and signing your name c)Telling the customer how many sales awards you have won d)Using your own name often in the conversation

b)Writing "thank you" on the sales receipt and signing your name

A customer is looking at a new desktop computer. To energize your sales presentation, you should: * a)Give a personal experience that you've had with using that same computer b)List the features of the computer c)Ask questions about why she needs a computer d)Demonstrate how the computer would be great for gaming because of its fast graphics

c)Ask questions about why she needs a computer

Which of the following is NOT a component of good customer service? a)Attendance at store training b)A positive attitude c)Asking closed-ended questions to get a definite yes or no answer d)Acknowledge the customer quickly

c)Asking closed-ended questions to get a definite yes or no answer

When balancing service between phone customers and those you may already be helping in the store, you should: * a)Tell your in-store customer that you need to get the phone and she should look around for awhile b)Move you in-store customer over to by the phone and help both customers at the same time c)Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone d)Since your customer is in the store, wait on the customer and ignore the phone until you have time

c)Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone

If the customer isn't shopping alone, you can include the rest of the party by: * a)Telling any children to behave themselves while their parent makes this important decision b)Suggesting that the customer might want this shopping decision when he is alone and can concentrate c)Giving other service to those in the party, such as offering a chair or a cup of refreshment d)Remind the customer of the kids' zone area

c)Giving other service to those in the party, such as offering a chair or a cup of refreshment

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: * a)Suggesting that he buy "top of the line" products b)Stating that the products in your store are far better than those in other stores c)Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

c)Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

Customer complaints should be welcomed because they provide an opportunity to: a)Do something different for a change b)Get customers back to the store so they'll buy more c)Learn about problems so improvements can be made d)Learn who the potential "problem customers" are

c)Learn about problems so improvements can be made

The best way to talk to a new customer is to: * a)Flatter her - tell her she has taste and looks great b)Interact as if you are old friends c)Match what you say and your tone of voice to her personality d)Convince her that you know what is best for her to buy

c)Match what you say and your tone of voice to her personality

Which of the following is NOT an example of suggestive selling in a display? * a)Putting chocolate topping next to the ice cream b)Dressing a mannequin with matching pants, shoes, and a handbag c)Putting soups next to the detergent d)Putting flip-flops next to a beach towel

c)Putting soups next to the detergent

The warranty is an excellent tool for you to use to: a)Prove that your company has the best price b)Explain your company's return policy c)Reassure the customer about a product's quality d)All of the above

c)Reassure the customer about a product's quality

Your ultimate goal as a sales associate is to: * a)Meet your quota each month b)Provide service to as many customers you can c)Satisfy the customer d)Be the top sales associate in your department

c)Satisfy the customer

A customer shows up and appears to be upset and on edge. As the sales associate, it would be BEST to: * a)Mirror their behavior Offer them a refund or discount to settle them down b)Refer the customer to your supervisor c)Show empathy in your replies d)Offer them a refund or discount to settle them down

c)Show empathy in your replies

Which of the following would be the best option when trying to find out what a customer wants to buy? * a)Can I help you? b)Are you looking for anything special? c)What color do you prefer in that brand? d)Is that the brand you want?

c)What color do you prefer in that brand?

Which of the following are appropriate reasons for following up with a customer? a)You are curious whether a gift your customer purchased was well received b)You want to know why a customer did not make it in for a special sale c)You finally located an item the customer asked for a while back d)You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now

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

Which of the following might be acceptable techniques for directing a customer to the Customer Service department? * a)"Customer service is on the third floor, take the elevator and turn right when you get off. I'd go with you, but I can't leave this area unattended at the moment." b)"You'll have to take this to Customer Service; I can't help you here." c)"Someone in Customer Service can help you with that; I'll show you the way." d)A and C

d)A and C

In preparing a resource list for your customers, you should consider including: * a)Local companies that have complimentary services to the products you sell b)Phone numbers that customers have requested in the past, such as a taxi service c)Information about companies you recommend, such as repair shops d)All of the above

d)All of the above

Turn your phone interaction into a loyal customer by: * a)Letting the customer know about sales events b)Mentioning services he may not be aware of c)Offering to ship items directly to the customer d)All of the above

d)All of the above

When customers come to your with complaints, you need to: * a)Listen carefully b)Get information c)Be patient d)All of the above

d)All of the above

Your business card or the sales receipt is a good place to make notes for a customer regarding: a)Your work schedule so the customer can contact you in the future b)The date a special order is due c)An upcoming sale d)All of the above

d)All of the above

A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associate 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? a)Finish ringing up the first customer, than politely explain to the second customer that he cannot be served until the ice cream is out of the store b)Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage. c)Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive d)Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream

d)Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream

Which of the following steps will help you keep commitments to customers? * a)Promising customers you will find the items they request b)Calling customers back only when you can find the requested item or information c)Immediately stopping whatever you're doing to take care of phone customer requests d)Calling customers back in a timely manner

d)Calling customers back in a timely manner

What is one of the best ways to explain features and benefits to a customer? * a)Explain the history of the product b)Show the customer the user's manual c)Discuss the review of this product d)Demonstrate the product

d)Demonstrate the product

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? a)Do not get involved in the situation b)Quickly take your boss aside and provide the correct name c)Wait until the client leaves, and then provide your boss with the correct name d)Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information

d)Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information

What question do you ask to get feedback to see if the computer software met expectations of the customer? a)Did they deliver it on time? b)Did you have installation problems? c)What new features have you used? d)How has the software worked for what you were using it for?

d)How has the software worked for what you were using it for?

Which of the following scenarios shows the proper use of a business card? The salesperson says, a)I'm glad I was able to help you find what you needed today. Here are a few of my cards - be sure to tell your friends and family about me. b)We don't have business cards here, but if you'll give me yours I will call you whenever something interesting comes in. c)If you change your mind and do want some help, here's my card. Just tell the other salespeople that I am already helping you. d)I've enjoyed helping you with your gift selection. Here's my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.

d)I've enjoyed helping you with your gift selection. Here's my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.

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? * a)Tell the person what you think the answer might be b)Refer the person to your supervisor c)Say that you are not allowed to give out that information to the public d)Inform the person that you don't know but will find out

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

Active listening is:* a)Listening while staying active b)Listening while maintaining eye contact with the speaker c)Listening and using positive body language d)Listening and responding to the other in a way that improves understanding

d)Listening and responding to the other in a way that improves understanding

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? * a)How much do you want to spend? b)Do you want the red coat or the blue coat? c)Why do want this type of coat? d)None of these are appropriate.

d)None of these are appropriate.

Which of the following is NOT a product benefit for a new sweater? a)The sweater has a snag-free zipper b)The fabric is made of natural wood c)They come in neutral colors d)The fabric is soft and will last through many washes

d)The fabric is soft and will last through many washes