Exam 3
A Sales associate notices a customer that is holding and comparing two similar sweaters and seems to be trying to decide between them. What is the BEST way for the sales associate to approach the customer? "Hi, I see you are considering those similar sweaters. Personally, I like the one on the left better because it has a slimmer fit, and I prefer that kind of style. What do you think?" "Hi, I noticed you looking at some great sweaters. Do you know that both of those sweaters are part of our clearance sale? I can't wait for the new spring merchandise to arrive next week!" "Hi, it looks like you are in the maket for a sweater. These two look similar, but they are made from very different fabrics and the care instructions vary. Which fabric do you prefer?" "Hi, we don't have much left of our sweater selection now that our clearance sale is almost over. Do you need help choosing one, or do you want to take them both?"
"Hi, it looks like you are in the maket for a sweater. These two look similar, but they are made from very different fabrics and the care instructions vary. Which fabric do you prefer?"
Which of the following is an example of an open-ended question? "Is this for a special occasion?" "Is that the brand you want?" "Are you looking for anything special?" "How can I help you today?"
"How can I help you today?"
A customer asks an associate to help him find the curtains for his apartment. They find the perfect color and fabric, but his windows are not a standard size. There is a custom drapery department in the store. What is the sales associate's BEST response? "For non-standard window sizes, blinds work best. Let me show you the selection." "I can make an appointment for you with our custom drapery department if you like." "Since your windows are not standard size, you should try another store that carries a wider selection." "We have an in-house custom drapery department. You might want to check with them."
"I can make an appointment for you with our custom drapery department if you like."
A sales associate notices that a customer is constantly checking the product price tags and store signage for sale information while shopping for a new sweater. What is the BEST way for the sales associate to approach this customer? "I just want to let you know that all sweaters are 25% off today." "Have you seen the beautiful red sweater on the counter in the front?" "The less expensive sweaters are all on the second floor." "You seem to be in a hurry. Can I help you?"
"I just want to let you know that all sweaters are 25% off today."
A customer calls the store about a purchase she made, which was advertised for less at a direct competitor's location. The customer asks for a price adjustment on the item, and the sales associate is not sure how to respond. Which of the following is the BEST response for the sales associate to give the customer? "This happens all the time; let me take your name and phone number and ask a manager to contact you." "Thank you for calling, I am not able to answer your question; however, let me give you the number of our corporate office." "I understand your concern. Please hold while I get someone to assist you right away." "I realize that you are upset; however, there is nothing our company can do to help you."
"I understand your concern. Please hold while I get someone to assist you right away."
A sales associate working at the customer service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold a charge. What is the BEST way for the associate to respond to the customer? "I'm sorry that the laptop is not working properly. Fortunately, the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you." "I'm sorry you've had this trouble. Fortunately, the laptop is still under warranty by the manufacturer, but we cannot take the return here. Let me get you their service number." "I can understand your anger since it's a brand new product. Laptop batteries are notorious for failure if they aren't charged properly. Did you follow the instruction in the setup guide?"
"I'm sorry that the laptop is not working properly. Fortunately, the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you."
When following up on a customer's recent refrigerator delivery and installation, the customer explains that the delivery person's muddy shoes soiled the carpet. Which of the following would be the sales associate's BEST response to the complaint? "That's odd. The delivery people are supposed to take their shoes off." "I'm sorry to hear that. What can I do to make this right for you?" "I apologize for that. Is the refrigerator working to your satisfaction?" "What was the delivery person's name? I'll be sure to let him/her know about the problem!"
"I'm sorry to hear that. What can I do to make this right for you?"
A customer returns a backpacks complaining that one of the seams has ripped. The customer wants to exchange for a new one. Which of the following is the LEAST appropriate response? "Tell me what you are looking for in a backpack." "No one has ever returned one of these before. They are known for being durable." "Would you like to exchange the backpack for the same style or choose something different?" "I'm sorry you've had this problem. I will help you choose a new item."
"No one has ever returned one of these before. They are known for being durable."
A sales associate at a nursery is working with a couple to choose plants for their home. The couple wants to pay by check. It is store policy to verify ID when accepting a check. The couple asks the associate to accept the check without ID. What should the associate say? "I could get fired for taking a check with ID. Do you have another form of payment?" "We can hold your item while you get your ID, or you may pay by credit card." "I'll make an exception this time, but next time bring some ID." "I'm sorry, but I can't process your purchase without ID."
"We can hold your item while you get your ID, or you may pay by credit card."
What question should sales associates ask themselves when studying competitors' products and services? "How can I convince customers that competitors do not offer good customer service?" "What is misleading about the competitors' prices and services?" "What can I tell customers about competitors that will make my company sound better?" "Why Would I buy my own company's product or service over a competitor's?"
"Why Would I buy my own company's product or service over a competitor's?"
A customer approached a sales associate and asks for a brand of vitamins advertised on the store's website as "buy two, get one free." The sales associate is familiar with the promotion but knows that the generic brand of those vitamins is also on sale. Which of the following is the associate's BEST response? "Those vitamins have been very popular this week because of the sale! I'm not sure that we have any left, but if we do, you will find them in Aisle 6. Let me know if you don't see them, and I will come help you look." "Yes, the offer you saw is on the brand-name vitamins and is valid all week. There is also a sale on the generic brand of those vitamins that may show you even greater savings. How do you feel about the generic brand?" "The offer is only for the brand-name vitamins in Aisle 6, and the sale ends on Saturday. Make sure you pick up three of the exact same bottles, or you won't get the discount.
"Yes, the offer you saw is on the brand-name vitamins and is valid all week. There is also a sale on the generic brand of those vitamins that may show you even greater savings. How do you feel about the generic brand?"
What should a sales associate say to a customer who has returned a product that he or she purchased last month? "I am glad to issue credit, but it is usually a user problem and not a product defect." "Your refund is complete. You should be taken care of now." "I do not understand why you are still frustrated. I thought the problem was resolved." "Your account has been credited. Is there anything else I can do for you?"
"Your account has been credited. Is there anything else I can do for you?"
Four stores advertise a sale on shirts. Which of the following sales is the BEST price per shirt? 4 shirts for $48 1 shirt for $14 2 shirts for $28 3 shirts for $41
4 shirts for $48
Why is it important for sales associates to test or sample the products they will be selling? Customers are likely to ask questions about the products. Managers often administer tests on the products' features. It helps associates appear engaged while on the sales floor. Associates may want to purchase a product for themselves.
Customers are likely to ask questions about the products.
A sales associate is helping one customer when another customer comes to the counter. What should the associate do? Complete the current sale as quickly as possible Help the new customer after finishing the current customer's transaction Acknowledge the new customer, but complete the current transaction Call another associate to help the new customer
Acknowledge the new customer, but complete the current transaction
A customer placed a special order for floor tile with your company and was told his order would be ready in a week. Two weeks have gone by and the customer calls, asking about his order. Which of the following should you do? Explain to the customer that any special orders on tile always take up to two weeks. Apologize to the customer, get the order information, and follow up on the order. Provide the customer with the phone number for the tile company to get an update on shipping. Explain to the customer that there has probably been a delay with his order, and it will likely take another week before it arrives.
Apologize to the customer, get the order information, and follow up on the order.
A customer comes into a furniture store with a piece of fabric. She sees an associate in the sofa department and tells him that she wants a chair to match the sofa in her living room. What should the associate do? Escort her to the area where the chairs are, and ask open-ended questions to clarify her needs. Tell her that it will be difficult to match fabric because it appears to be several years old. Tell her where the chairs are located, and inform her about the wide variety of options available. Ask an associate who knows more about the choices of fabric to help the customer.
Ask an associate who knows more about the choices of fabric to help the customer.
A customer approaches a sales associate at a sporting goods store for help with purchasing a golf driver. The customer wants to be sure that the driver fits his height and price range. What approach should the sales associate take to ensure that the customer buys the correct golf driver? Send the customer to a store with a larger selection. Show the customer the most expensive driver. Ask questions and observe the customer. Discuss additional services that the store offers.
Ask questions and observe the customer.
A sales associate notices that a customer is looking at a high-end bag. The associate approaches her and she says, "I love the bag, but it's just too expensive." What should the sales associate do? Agree with her about the price and thank her for coming into the store. Ask questions to see if similar item could meet her needs. Explain the store's markdown program. Inform her that it has not been here very long and hopefully more will be in stock.
Ask questions to see if similar item could meet her needs.
The department has been busy all day, and only one sales associate is on duty. Marlene is a customer who uses a wheelchair, and she asks the associate to help her find a blouse for a special occasion. Meanwhile, several customers are waiting at the register. What should the associate do after acknowledging the other customers? Ask the customer in the wheelchair to wait for a moment, page the manager for assistance, then ring the other cutomers. Take the customer in the wheelchair to the blouse section, and offer to return and help her after ringing the other customers in line. Help the first customer in line until the decision to buy is made. Apologize to her for not having enough staff on the floor, then ring the other customers in line.
Ask the customer in the wheelchair to wait for a moment, page the manager for assistance, then ring the other cutomers.
A sales associate in a garden center is ringing up a customer who is buying several house plants. How can the sales associate BEST inform the customer about related products? Ask the manager to bring items to the check out area so the customer can see them. Hand the customer a leaflet that lists all of the plant accessories that your store sells. Ask the customer questions that prompt him to think of other items he may need. Point the customer to the display areas that carry plant accessories.
Ask the customer questions that prompt him to think of other items he may need.
A customer who has been looking at bracelets in the jewelry section for several minutes explains to the sales associate that he would like to purchase one for his mother's birthday. Before pulling the bracelets out of their cases to show to the customer, which would be the MOST appropriate way for the sales associate to identify the customer's budget range? Explain that jewelry can very greatly in cost and ask the customer how much he is willing to spend. Ask the customer which type of bracelets his mother wears and the gemstones he would like included. Look for clues about spending based on cost of the clothes and accessories the customer is wearing. Direct customer to the most expensive bracelets and look for positive or negative reactions.
Ask the customer which type of bracelets his mother wears and the gemstones he would like included.
The manager tells a new receptionist to come to work tomorrow dressed more appropriately. What is the BEST way for this employee to find out what clothes are appropriate to wear to work? Get ideas on how to dress from magazines. Try dressing more formally the next day. Get advice on office dress from friends Ask the manager for clothing guidelines.
Ask the manager for clothing guidelines.
A customer wants her grocery store to start carrying a new item. She asks a stock clerk if that is possible. How should the clerk respond? Ask the manager on duty to talk with her about stocking the item Tell her that the store does not do special orders Let her know that the item is not a popular item Send her to another grocery or specialty store that may carry the item.
Ask the manager on duty to talk with her about stocking the item
A husband is looking for a birthday gift for his wife. He knows that she wants a pair of gold earrings that your store carries. Once you realize that you no longer have that item in stock, what is the MOST appropriate next step in serving the customer? Attempt to locate the item online or at one of your other stores. Explain that the item is out of stock and offer him a discount if he buys something else. Ask him to give his wife a call and see if she would like a bracelet instead. Tell him that you think they are available online and he should purchase them there.
Attempt to locate the item online or at one of your other stores.
What is the BEST way for a sales associate to become familiar with a store's products and services? Partner with another sales associate and ask questions. Study advertising flyers to acquire product information. Spend time on the sales floor with associates and ask questions. Attend all company and vendor-provided trainings.
Attend all company and vendor-provided trainings.
A manager shows a new employee how to stock the shelves. The employee begins the task. The supplier comes in and tells the employee to do it differently. What should the associate do? Ask another employee how i.t should be done Complete the task the way the manager explained it. Finish the task as the supplier requested. Clarify the task with the manager
Clarify the task with the manager
Which of the following is the BEST way for a sales associate to explain a product's features and benefits to a customer? Provide the customer a brochure. Explain how others have used the product. Demonstrate how the product works. Show the web page for the product.
Demonstrate how the product works.
George explains that he can no longer see his computer monitor because he has developed poor eyesight. He would like to buy a new monitor. What should the sales associate do? Lead George by arm to the computer monitor area. Demonstrate the features of monitors that may be suitable. Suggest that George consult an eye-car specialist before buying a new monitor. Ask George how and when the problem with poor eyesight developed.
Demonstrate the features of monitors that may be suitable.
A sales associate was asked to demonstrate several digital cameras to a family interested in purchasing one; however, during the demonstration many of the cameras did not work, and the associate lost the potential sale. What should the associate have done FIRST before demonstrating the cameras? Placed a security locks on the cameras to discourage customers from trying them. Reviewed methods of demonstrating the features with other sales associates. Ensured all of the cameras had charged batteries and were in working order. Read the camera manuals to figure out how to solve potential problems.
Ensured all of the cameras had charged batteries and were in working order.
While returning from a lunch break, an associate is approached by a customer for help. The associate should: Ask the customer to come back in five minutes when your break is over. Smile at the customer and continue walking. Tell the customer you are on break and cannot help at this time. Escort customer to a fellow associate for help since you are on break.
Escort customer to a fellow associate for help since you are on break.
A customer is leaving the next day for a trip to a foreign country and is busy shopping in your store for some last minute travel items. The customer is in need of a special adaptor so that she can plug in her hair dryer and computer during her trip, but she cannot seem to find it. You offer to help look and discover that it is out of stock. Yesterday you overheard the supervisor make a special order and ship the item overnight to a customer. What would be the BEST way to proceed with this customer? Excuse yourself from the customer to ask the supervisor to approve the special order. Tell the customer she should come back the next morning before she leaves to see of the new shipment included ore adaptors. Suggest that the customer try to find the adaptor once she arrives to her vacation spot to save the overnight delivery fee. Go ahead and arrange for the special order since the supervisor did it the day before.
Excuse yourself from the customer to ask the supervisor to approve the special order.
A small-business owner explains to a sales associate that the business has grown faster than expected and says that a new computer is needed to handle several expanded business functions. The customer begins looking at a few low-cost computers. However, after interacting with the customer, the associate concludes that a more expensive computer would better meet the needs of the business and allow for future growth. Which is the BEST strategy for the associate to use when providing this recommendation to the customer? Explain that the more expensive computer can be returned for a full refund of the features do not accommodate the growing business? Show that the features of the customer's current computer are vastly inferior to those of the more expensive computer. Explain that the features and long-term benefits of the more expensive computer will save money and allow for future growth.
Explain that the features and long-term benefits of the more expensive computer will save money and allow for future growth.
As a sales associate, what is the BEST course of action to take when a customer asks a question you cannot answer? Show the customer what you do know by discussing features that you already have knowledge of. Explain that you do not know the answer, but that you will find out the answer form a supervisor or co-worker. Request that the customer wait while you quickly search for the answer on the company's website. Offer an educated guess based on information or product knowledge that you do know.
Explain that you do not know the answer, but that you will find out the answer form a supervisor or co-worker.
As you finalize a sales transaction, how should you introduce the store's new loyalty program to the customer? Ask the customer if she is a loyal shopper. Tell the customer how many people are currently enrolled. Explain the key features and benefits of the program. Discuss all the programs details with the customer so she will sign up.
Explain the key features and benefits of the program.
You are the only sales associate working in he department. You are currently working with two customers when your department receives a phone call. Which of the following should you do? Finish helping the two customers in the department before answering the phone. Call out for additional assistance to your department to help with your customers. Excuse yourself politely and answer the phone, calling the customer back if necessary. Quickly answer the phone call, asking the customer to hold.
Finish helping the two customers in the department before answering the phone.
A wedding coordinator, unable to meet tight deadlines, has lost several potential clients. Which of the following can the coordinator do to help prevent this loss of business in the future? Gather information about competitors to identify ways to increase efficiency. Explain that the competitors have more dissatisfied customers. Persuade the next few clients to schedule their wedding dats slightly later. Advertise in more local publications to attract more clients.
Gather information about competitors to identify ways to increase efficiency.
An associate in an electronics store is helping a customer with a grandchild buy an answering machine. The customer would like a demonstration of a particular machine. What should the associate do? Give them a hands-on demonstration. Show the customers a less complex unit. Speak slowly and loudly to make sure they both hear. Direct the demonstration to the grandchild.
Give them a hands-on demonstration.
A customer has just contacted her local dry cleaner because she returned home with her dry cleaning to find there was a stain on a dress she needs for tomorrow. How can the dry cleaners BEST resolve the problem and keep the customer's business in the future? Offer to give a discount to her and any friends the customer would like to recommend to use their service. apologize and ask the customer to return the dress so they can analyze what caused the stain and clean the dress for free. Have someone pick up the dress, clean it again, and then deliver it back to the customer when it is clean. Tell the customer that she should have identified the stain when dropping off the dress.
Have someone pick up the dress, clean it again, and then deliver it back to the customer when it is clean.
In which way is customer feedback regarding store experience MOST useful to the store's sales team? It offers the sales team timely information on sales skills that are effective and those that need improvement. It gives the sales team a better understanding of why customers made a complaint about their experience. It helps the corporate office better understand the training needs of the sales team to improve customer service. It provides managers an effective way to evaluate the sales team and correct poor performance issues.
It offers the sales team timely information on sales skills that are effective and those that need improvement.
Why is a customer's complaint helpful to a retailer? It provides insight on competitor's pricing, merchandising, and services. It gives the retailer an opportunity to eliminate poorly performing or uncooperative employees. It provides feedback that can help lead to improvements in its products, service, or policies. It gives the retailer an opportunity to defend its products and services.
It provides feedback that can help lead to improvements in its products, service, or policies.
A customer approaches you to have a piece of lumber cut to his specifications. It is a service that the store freely provides. If the associate has never cut shelving before, which of the following BEST represents an appropriate response to the customer's request? Let the customer know that the associate will be happy to find a co-worker or supervisor to assist in cutting the shelving. Take the initiative and figure out how to use the cutting equipment to cut the shelves to the desired specifications. Apologize for not having been trained on the equipment and explain that the shelving will need to be cut elsewhere. Politely request that the customer go to the service desk and ask for the cutting specialist on duty.
Let the customer know that the associate will be happy to find a co-worker or supervisor to assist in cutting the shelving.
Unhappy customers sometimes need to vent their feelings. What should a sales associate do in these situations? Disregard the customer. Tell the customer to calm down. Listen actively. Defend him or her self.
Listen actively.
Which is the BEST way to determine a customer's expectations of a product? Introduce the features and benefits of the latest model. Listen carefully to the customer and respond with focusing questions. Explain that meeting customer expectations is a company policy Demonstrate the product and then attempt a trial close.
Listen carefully to the customer and respond with focusing questions.
Two passengers are arguing that they have the same seat on an airplane flight. What should the flight attendant do FIRST? Ask one passenger to volunteer to take a later flight. Listen to the passengers explain the problem and ask to see their tickets. Let the passenger work through the issue themselves. Ask both passengers to immediately exit the plane.
Listen to the passengers explain the problem and ask to see their tickets.
After eating a delicious meal at a restaurant, the customer completes a survey card that is on the table. The customer writes about how great the food and service was during the customer's dining experience. Which of the following describes the benefits of this customer-contact approach? Makes sure customers know how to contact the business Makes customer feedback easy Makes sure customers have a no verbal contact Make sure the business knows how to contact the clients
Makes customer feedback easy
An associate is reassigned form a small suburban work site to a bustling city work site. The new site has a different customer base and product line. How can the associate BEST prepare to make a smooth transition? Meet with the new store manager and ask for guidance. Plan to use the same customer service techniques he has always found to be successful. Talk with friends who are more experienced who currently work in the city. Expect not to be able to serve some customers.
Meet with the new store manager and ask for guidance.
A store adopts the following return policy: "Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any electronics purchased between November 22 and December 24 may be returned until January 12 or as regular policy allows, whichever is later. All electronics purchased on or after December 26 will be subject to our existing return policy. All other terms and conditions of our return policy apply." A customer comes into the store on January 15 and wants to return a printer that was purchased during a store sale on December 15. Under the stated policy, should a sales associate accept the item for return? No, because it is not within the stated time period for return. No, because the printer was originally purchased during a store sale. Yes, if the store is running out of the item and could use the inventory. Yes, if the customer was away on business until after the return period.
No, because it is not within the stated time period for return.
An employee of a small company has duties that include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do? Tell the customer he doesn't know the asnwer to the question and politely end the call. Put the customer on hold and search for the answer quickly while the customer holds. Offer the customer a choice of holding while he finds the answer or receiving a call-back. Give the customer as much of an answer as possible based on the knowledge he has.
Offer the customer a choice of holding while he finds the answer or receiving a call-back.
A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks a new employee, who is still training, some questions about the differences in the cheeses. The other deli associate is on a lunch break. What is the BEST way the associate can save the sale? Ask the customer to come back later when the other employee is back from lunch to make the best choice. Offer the customer samples of the cheeses she is interested in, and express interest in her reactions. Explain to the customer that he is new, and apologize that he cannot be more helpful. Try to suggest that the customer buy a different product that the associate knows more about.
Offer the customer samples of the cheeses she is interested in, and express interest in her reactions.
A customer calls and asks an associate to search for an item. The associate knows that the item is not in the store. The BEST approach to serving this customer is: Offer to search for the item in another store and follow up with the customer. Suggest that the customer order the otem from another store or through the store catalog. Apologize and end the call as quickly as possible. Suggest a similar item and offer the send it to the customer without a shipping charge.
Offer to search for the item in another store and follow up with the customer.
What are the PRIMARY types of retail training for sales associates? Accounting procedures and stock management Vendor relationships and site locations Special order and delivery scheduling Product knowledge and company procedures
Product knowledge and company procedures
Which is the BEST way to explain the features and benefits of an item to a customer? Communicate technical specifications about the product such as weight and materials. Share personal experiences about using the product and say that it works well. Relate product features to the customer's needs in a "so that you can" statement. Ask the customer to read the product labels and tags.
Relate product features to the customer's needs in a "so that you can" statement.
You are ringing up a customer's order when the customer notices that the price on one of the products rings up incorrectly. The customer states that there was a sale sign in front of the product. You check and find that there is an old, expired sale sign in front of the product. Which of the following is the MOST appropriate course of action? Explain to the customer that the sale sign has expired and she will have to pay the higher price. Ask a co-worker to finish ringing up the customer while you check that all the signs in the store are current. Call your manager to remove the sale sign and handle the situation with the customer. Remove the sale sign, apologize to the customer, and allow her to purchase the item at the sale price.
Remove the sale sign, apologize to the customer, and allow her to purchase the item at the sale price.
If a sales associate requires help meeting a specific customer's needs, what should the associate do FIRST ? Apologize and suggest that the customer fid another associate. Search for the item online and share that information with the customer. Seek support from a co-worker or manager. Point the customer in the direction of the customer service desk.
Seek support from a co-worker or manager.
Which is the BEST way to communicate the benefits of a product? Compare the product to a competitor's product. Refer the customer to the product label. Share personal experiences about using the product. Have the customer speak to the store manger.
Share personal experiences about using the product.
A customer service representative in a bridal shop helped a customer choose her wedding dress. The customer had alterations made to her dress. Two weeks later, she called to complain that the dress is still too long. What should the representative do FIRST? Ask her if she tried on the dress before she picked it up. Remind her about the store's alteration and return policies. Show empathy and ask that she come in to meet with Alterations Apologize and let her know the cost of additional alterations.
Show empathy and ask that she come in to meet with Alterations
An experienced stylist sees a new shampoo person about to use a certain conditioner on a customer. The stylist knows the customer is allergic to that conditioner. Which of the following should the stylist do? Tell the shampoo person not to use the conditioner on the customer's hair again. Ask the customer if the shampoo person was told about the allergy. Move quickly to the shampoo area and offer to finish with the customer. Speak to the shampoo person before he uses the conditioner on the customer.
Speak to the shampoo person before he uses the conditioner on the customer.
Which is the BEST technique for identifying a customer's needs? Allow the customer to look at the merchandise then help him or her make a choice. Show the customer a variety of items to choose from. Start a conversation and listen to the customer. Ask questions to determine what the customer knows about the products.
Start a conversation and listen to the customer.
As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the BEST course of action? Let your fellow associate know that you will get a manager. Ask the customer if you can help. Stop, greet your teammate, and ask if you can be of service. Continue what you were doing.
Stop, greet your teammate, and ask if you can be of service.
A customer comes into your store needing to buy a gift for a friend's wedding. According to the gift registry, all the items that were within the customer's price range have already been purchased. What is the BEST suggestion you can give this customer? Suggest a gift card in the amount the customer was planning to spend. Suggest an item to your customer that you would like to get as a gift. Suggest the customer spend more than they were planning since it is for a friend. Suggest the customer ask his friend if they are registered at any other stores.
Suggest a gift card in the amount the customer was planning to spend.
Customers who spend more than $100 at a toy store will receive 10% off the total purchase. The cashier rings up the items totaling $95 for a customer. The cashier should: Finish the sale as quickly and efficiently as possible. Suggest an additional item that costs $5 or more. Tell the customer about next week's sales. Thank the customer for shopping at the store.
Suggest an additional item that costs $5 or more.
You are on duty stocking shelves with a fellow associate, and a customer is having difficulty locating a specific product that is located in another department. Which of the following is the BEST action to take? Point the customer to the proper department, and send her in that direction. Go to the other department, and get the item for the customer. Take the customer to the other department, and hand her off to another associate. Call for a manager to take the customer to the other department and find the item
Take the customer to the other department, and hand her off to another associate.
A sales associate was trained in a select line for Young Juniors. The associate is reassigned to Housewares due to personnel shortages. What is the BEST way for the associate to learn about the products in the new department? Gather information about a product when a customer requests the information. Talk to the Housewares associates during the work shift in Juniors. Talk to the Housewares supervisor and ask for help regarding product lines. Visit the competitor's Housewares to learn product lines.
Talk to the Housewares supervisor and ask for help regarding product lines.
What product display method would be BEST for a bulk discount store selling a new pizza to customers? Taste test End of aisle Product comparison Illustration
Taste test
What is the BEST way for a sales associate to inform customers of the store's frequent shopper program? Tell customers about it during the sales transaction. Call potential customers to inform them of the program. Explain the program upon customer inquiry. Call potential customers to inform them of the program and to offer to get them started earning awards?
Tell customers about it during the sales transaction.
What is the FIRST thing a sales associate should do when a customer has a problem with a product? Call a manager for assistance. Return the product for the customer Tell the customer that he or she is not familiar with the product. Thank the customer for bringing the problem to the store's attention.
Thank the customer for bringing the problem to the store's attention.
Pauline has reserved a non-smoking room, and she is upset because her room has a strong tobacco odor. She tells the front desk that she wants another room. It is 11:00 pm. and the only rooms available are other smoking rooms and an expensive non-smoking suite. What should the clerk offer Pauline? A discount on the guest's next stay at the hotel The expensive suite at the regular room price Another smoking room where the odor is not so strong A spray that will eliminate the odor in the room
The expensive suite at the regular room price
Which answer BEST describes when a sales associate knows all of the information needed to successfully sell a product in a store? The sales associate can confidently and intelligently answer all the customer's questions about a product and solve routine problems with the product The sales associate has completed all the training courses assigned by the manager or corporate office. The sales associate can discuss the product with other sales associates on the team and show them how it works. The sales associate can show a customer how to assemble or use a product without reading the instructions.
The sales associate can confidently and intelligently answer all the customer's questions about a product and solve routine problems with the product
As a sales associate, what is the MOST important reason to understand and be aware of their promotions? To focus on why your company is better. To be prepared to answer customers' questions To position yourself for a promotion. To keep prices below the competition
To be prepared to answer customers' questions
An associate begins to help a customer he believes is next to be served. A second customer interrupts by saying that she should be next. The sales associate's BEST response is: Try to find another sales associate to help one of the customers. Direct the second customer to an associate in another department Assure the second customer that he will help her as soon as possible and proceed to help the other customer. Allow the two customers to determine who should be helped first.
Try to find another sales associate to help one of the customers.
A customer wants to have a business luncheon catered and complains loudly that the prices are too high. The customer says that the same menu is available for a lower price at the caterer across the street. Which of the following should the associate do? Try to sooth the customer and explain the features and benefits of the catering service. Suggest that the customer book the event with the caterer across the street. Apologize to the customer, but be very clear that associates have no control over the prices. Get another associate to explain the pricing to the customer.
Try to sooth the customer and explain the features and benefits of the catering service.
A customer who is shopping at the store for a cordless drill has decided on the SS15C, a 12-volt cordless drill that includes a rechargeable battery and carrying case. The customer asks a sales associate to match a lower price for the same drill on a competitor's website. The associate views the website and discovers that the advertisement is for the SS12C, a 12-volt cordless drill that includes a rechargeable battery but no carrying case. What is the associate's BEST response to this customer's request? Request that the customer first confirm that the competitor still has that same drill in stock. Using the information on the competitor's website, explain the product's similarities and differences. Show the customer another drill at the lower price that does not include a carrying case. Apologize to the customer that the store policy's does not allow for price matches on website deals.
Using the information on the competitor's website, explain the product's similarities and differences.
When is it appropriate for sales associates to call the manager for assistance with a customer? When the work-shift ends and the customer is not ready to buy When the telephone rings, leaving the associate unable to talk to the in-store customer When there is a problem resolving the customer's complaint When the customer makes a negative comment about the retailer.
When there is a problem resolving the customer's complaint
When should a customer be acknowledged? When approaching the register. After he or she has had a chance to look around. Within the first 30 seconds of walking into the store. As soon as she or he opens the door.
Within the first 30 seconds of walking into the store.
