mera customer service screening pre-test
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
a customer is looking at a new desktop computer to energize your sales presentation you should
list the features of the computer
a customer pays you with 3 twenty dollar bills and 4 ones in checking the currency you realize that one of the 20 dollar bills is counterfeit what should you do
return it to the customer telling him wny
A customer calls and has some technical questions about a product with which you are not completely familiar. You should:
transfer his call to someone who is knowledgeable in that area.
Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
"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." "Someone in Customer Service can help you with that"I'll show you the way."
The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an time with a price tag of $9.78?
$10.71
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?
$7.74
How soon upon a customer's arrival into your store should you, the sales associate, greet the customer?
30 seconds
According to market research, what percentage of customers is likely to spend more if the sales associate is helpful?
45%
When customer service is bad, what percent of retail customers refuse to go back to that store?
90%
when customer service is bad what percent of retail customers go back to that store
95%
What is a planogram?
A notice that tells employees the advertised specials of the week
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?
A promise to stand behind the product
What is one of the BEST ways to prevent shoplifting?
Acknowledge and greet all customers in a friendly manner as they enter the store.
A new customer comes into your department, but you are helping another customer. You should:
Acknowledge the new customer's presence with eye contact and /or a brief comment that you'll be right with him.
In preparing a resource list for your customers, you should consider including
All of the above
Small kindnesses to your customers may include:
All of the above
By becoming an expert at special orders, you may benefit by:
All of the above.
Two of the basics need to ensure that a customer has a pleasant experience when he comes to your store are:
An enjoyable atmosphere and super service
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. The supervisor doesn't appear to be around. What should you do?
Ask another employee to help the client while you escort Mrs.W to a room away from the public area.
When fitting the products to the customer, you should:
Ask questions that will help her define the right fit
Your Personnel Policy states All Employees can use their 20% discount for purchases.According to the Personnel Policy, how should the cashier pay for the soda?
Ask someone else to ring up the soda as soon as the break begins
Which of the following is not a good component of good customer service?
Asking closed-ended questions to get definitive yes or no answer
You can best determine the customer's needs by gathering information though careful observation and by:
Asking the customer thoughtful questions
Product benefits are all of the following except they should:
Be physical (color,size,etc.)
Which of the following steps will help you keep commitments to customers?
Calling customers back in a timely manner.
Keeping records about customer preferences:
Can help you provide more personalized service to returning customers
Managers whom hire sales associate say that they value retail workers for their:
Capacity to work alone
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
Check with your immediate supervisor or manager
Even if your store's 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
You area 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 yest, 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?
Consult company policy or the manager about using the copier.
If a customer becomes abusive, you should probably;
Contact your manager
If your company does not have a manual that describes all the major product warranties, you should:
Create your own by making copies of the various products warranties and related information
In your client record system, you should record:
Customer purchases, Customer interests, Follow up activities
What is one of the best ways to explain features and benefits to a customer?
Demonstrate the product
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.
When balancing service between phone customers and those you may already be helping in the store, you should:
Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone.
You are with a customer and completing a sales. The phone rings and you're supposed to answer phone calls within 2 rings. What do you do?
Excuse yourself, answer the phone, and ask the caller if you can call him/her back.
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?
Find the elliptical training machine box and read whatever information came with it.
If you find yourself having to resolve a very difficult issue, you may want to:
Get help from a more senior employee
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 that you do have that meet his needs
A good reason for creating an opening for discussion is to:
Get to know what the customer wants
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?
Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.
If the customer isn't shopping alone, you can include the rest of the party by:
Giving other service to those in the party, such as offering a chair or a cup a refreshment
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?
What questions do you ask to see if the customer software met expectations of the customer?
How has the software worked for what you were doing it for?
When the customer presents you with a problem, you should ask her:
How she would like the situation solved
You are a car salesman at a new car dealership.A customer is gathering information before making the final decision on her new car. After taking a test drive, the customer decided to continue to look at other car options. What is your best response to her?
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.
Which of the following scenarios shows the proper use of a business card? The Salesperson says,
I've enjoyed helping you with your gift. Her's my business card in case I can be further assistance. Feel free to call me directly if you have any questions or special requests.
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
Indicating based on your professional product knowledge, you feel his purchases are worthwhile
As a sales associate, your goal is to:
Keep the customer coming back
If a customer walks directly to an item, this may indicate that he
Knows what he wants and would probably appreciate quick, efficient service
Customer complaints should be welcomed because they provide an opportunity to:
Learn about problems so improvements can be made
A customer is looking at anew desktop computer. To energize your sales presentation, you should:
List the features of the computer
An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should:
Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues
When customers come to you with complaints, you need to:
Listen carefully, be patient, get information, all of the above
When customers request any of the service "extras" your store offers:
Make a note in your client record system so you can provide more personalized service when those customers return in the future.
The best way to talk to a new customer is to:
Match what you say and your tone of voice to her personality
Dominique is shopping for a new winter coat. With the help of salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?
None of these are appropriate to continue
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:
Note the customer's description and any other identifying information
What are the best kinds of questions to ask to a customer to encourage conversation?
Open-ended
Which of the following is not an example of suggestive selling in a display?
Putting soups next to the detergent
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
The warranty is an excellent tool for you to use to:
Reassure the customer about a product's quality.
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?
Refer to your store's policy on meeting competitor's ads
To assist your customers in a personal way, you should become familiar with:
Resources in and near your store
Your ultimate goals as a sales associate is to:
Satisfy the customer
To help build customer loyalty, you should:
Say what you'll do and be very clear on what you are promising:make notes so you will remember; Make exceptions , but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices. a and c
A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must:
Secure the area and report the situation to management.
Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?
Selling Process
Which of the following items would NOT be an appropriate finishing touch to your service?
Send a postcard thanking a customer for letting you help him select a gift for his wife
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
Service with a smile
A customer has looked at several watches and seems to like one best. What is the best to say to close the sale?
Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to>
Show empathy in your replies
Showing the customer that you and your store stand behind the products and services you sell:
Shows a professionalism that builds customer loyalty
Which store offers the best price?
Store 1 offers the best price.
If your store does not offer the particular product of service the customer is looking for, your first option should always be to:
Suggest alternatives that your store does carry
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:
That the delivery people were courteous and careful
Referring a customer to a competitor
The customer seeking you out for future needs
Which of the following is not a product benefit for a new sweater?
The fabric is soft and will last through many washes.
Creating customer loyalty is rewarding for:
The store, The sales associate, The customer
When customers return merchandise, you should:
Treat them with the same respect you would if they were making a purchase
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?
Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it.
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?
We do no 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?
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 this customer?
We have some great fabric and pattern choices. What colors do you prefer?
Which of the following would be the best option when trying to find out what customer wants to buy?
What color do you prefer in that brand?
Which of the following are examples of open-ended questions?
What features are important to you?
Which of the following is a benefit of an ink jet printer?
Will save the customer money on ink because it has a special ink-saving technology
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 sales associate say FIRST?
With this kind of toy, it's always best to check the batteries first. Let me check them for you.
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
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.
A customer says, "I think I may be making 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?
Your friend could always return them. If you're unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?
what is a planogram
a visual map that shows shelf height and merchandise and signage placement
Turn your phone interaction into a loyal customer by:
all of the above
Your business card or the sales receipt is a good place to make notes for a customer regarding:
all of the above
which of the following is not a component of good customer service
attendance at store training
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
based on how cassandra dressed , susan says "i dont think that perfume will fit your personailty
To keep the lines of communication open the best questions to ask
begin with who, what, where, when, how, or why
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 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 best response?"
briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream.
