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- 1. Multiple ChoiceWhat question do you ask to get feedback to see if the computer software met expectations of the customer?How has the software worked for what you were using it for?What new features have you used?Did you have installation problems?Did they deliver it on time?
- 2. Multiple ChoiceA 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.Focus all your attention on your current customer.Let the new customer wait his turn until you have completed your current sale.Help the customer who looks like he will spend the most money.
- 3. Multiple ChoiceWhich of the following would be the best option when trying to find out what a customer wants to buy?What color do you prefer in that brand?Is that the brand you want?Are you looking for anything special?Can I help you?
- 4. Multiple ChoiceA good reason for creating an opening for discussion is to:Get to know what the customer wants.Break down the customer's sales resistanceConvince the customer how much you know about the productIncrease your store's sales revenues
- 5. Multiple ChoiceThe best way to talk to a new customer is to:Match what you say and your tone of voice to her personalityFlatter her--tell her she has taste and looks greatConvince her that you know what to best for her to buyInteract as if you are old friends
- 6. Multiple ChoiceThree 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 that based on your professional product knowledge, you feel his purchases are worthwhileSuggesting that he buy "top of the line" productsStating that the products in your store are far better than those in other stores
- 7. Multiple ChoiceA retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate mustSecure the area and report the situation to managementCall the custodian for assistanceDo a temporary cleanup as best he/she canNothing; maintenance will clean it up
- 8. Multiple ChoiceIf 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 of refreshmentRemind the customer of the kids' zone areaSuggesting that the customer might want to make this shopping decision when he is alone and can concentrateTelling any children to behave themselves while their parent makes this important decision
- 9. Multiple ChoiceA 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?Will that be cash or credit card?Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?We'll be having a sale on watches sometime next monthDo you want to look at a few more styles?
- 10. Multiple ChoiceWhich store offers the best price? Store 1: Price $27; Discount 0 Warranty 5 year. Store 2 Price: $27; Discount 0; 3 year Warranty. Store 3: Price $30; Discount 10%; Warranty: 4 yearStore 1 offers the best priceStore 2 offers the best priceStore 3 offers the best price.They all offer the same exact price
- 11. Multiple ChoiceAccording to market research, what percentage of customers is likely to spend more if the sales associate is helpful?45%55%32%25%
- 12. Multiple ChoiceIf a customer walks directly to an item, this may indicate that heKnows what he wants and would probably appreciate quick, efficient serviceJust wants to look at the item and has no interest in buyingIs in a hurry and doesn't want any attention from youIs looking for the least expensive brand
- 13. Multiple ChoiceYour ultimate goal as a sales associate is toSatisfy the customerProvide service to as many customers as you canMeet your quota each monthBe the top sales associate in your department
- 14. Multiple ChoiceYou can best determine the customer's needs by gathering information through careful observation and by:Asking the customer thoughtful questionsDeciding the type of products you think the customer should buyTelling the customer everything you know about your productsStudying all literature on the products you sell so you can answer questions
- 15. Multiple ChoiceTo keep the lines of communication open, the best questions to ask:Begin with who, what, where, when, how, or whyAre directed and to the pointAre ones that can be quickly answered with a "yes" or a "no"Are ones that are able to direct the customer to a decision
- 16. Multiple ChoiceWhich of the following are examples of open-ended questions?What features are important to youCan I help you?Do you like blue or brown?Is this all for you today?
- 17. Multiple ChoiceWhen fitting the products to the customer, you should:Ask questions that will help her define the right fitCorrect her if she tells you the wrong sizeSelect the approximate size you believe that she is.Wait till the customer picks out the right size
- 18. Multiple ChoiceWhich 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?You look to be about a size XX.How big are you?You wear a bigger size on the bottom than on the top.
- 19. Multiple ChoiceHow would you handle a situation where a customer wants a brand that you don't carry?Get permission from him to show the items you do have that meet his needsConvince him that your brands are betterTell him that he won't find anything better than what you have.Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway.
- 20. Multiple ChoiceIf your store does not offer the particular product of service the customer is looking for, your first option should always be toSuggest alternatives that your store does carryImmediately refer him to a competitorInform him of the drawbacks of the product he is seekingConvince the customer he doesn't need it anyway.
- 21. Multiple ChoiceWhich of the following scenarios shows the proper use of a business card? The Salesperson says,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 requestsI'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.We don't have business cards here, but if you'll give me yours I will call you whenever something interesting comes in.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.
- 22. Multiple ChoiceWhich 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...Is that the only brand you were interested in?Is there something else you were looking for?We don't recommend that item. May I show you a better product?
- 23. Multiple ChoiceReferring a customer to a competitor will likely result in:The customer seeking you out for future needsThe customer never returning to your storeA lost sales opportunity for youNone of these
- 24. Multiple ChoiceCreating customer loyalty is rewarding for:All of theseThe storeThe sales associateThe customer
- 25. Multiple ChoiceWhat 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 productCheck with co-workers to see what they know about the productsAsk customers to explain what they know about the productsCall the manufacturer or vendor and ask about the products
- 26. Multiple ChoiceA 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 sees 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?Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream.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.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.Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store.
- 27. Multiple ChoiceTwo of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:An enjoyable atmosphere and super serviceFree coffee and doughnuts and a clean restroomSales associates who look snazzy and take turns helping customersGood inventory and easy checkout
- 28. Multiple ChoiceSmall kindnesses to your customers may includeAll of theseLetting the customer make a local call to verify appropriateness or preferenceConsolidating many small packages into one large shopping bagBringing merchandise to an older or disabled customer while he sits down
- 29. Multiple ChoiceTo assist your customers in a personal way, you should become familiar withResources in and near your storeDining and day care near the storeEntertainment centers and movie theaters in the districeTheir relatives, special friends, and loved ones
- 30. Multiple ChoiceYour Personnel Policy states (1) All Employees can use their 20% discount cards for purchases, (2) Discount cards are non-transferable, (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?Ask someone else to ring up the soda as soon as the break beginsPay for the soda after the break is overRing up the soda herself before the break beginsUse another employee's discount card to buy the soda
- 31. Multiple ChoiceIn preparing a resource list for your customers, you should consider includingAll of theseLocal companies that have complementary services to the products you sellPhone numbers that customers have requested in the past, such as a taxi serviceInforamtion about companaies you recommend, such as repair shops
- 32. Multiple ChoiceWhen customers request any of the service "extras" your store offersMake a note in your client record system so you can provide more personalized service when those customers return in the futureTell them they'll have to contact Customer Service for further informationTell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of timeTell them that you will call someone else to take care of them since you are busy
- 33. Multiple ChoiceWhat is one of the best ways to prevent shoplifting?Acknowledge and greet all customers in a friendly manner as they enter the store.Lock up expensive merchandisePut security cameras in plain view of the customerUse mirrors that make aisles visible to the cashier
- 34. Multiple ChoiceWarranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is ibncluded in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?A promise to stand behind the productTo show it isn't the best quality so you need a warrantyA promise to replace the product no matter what happensTo prove you will not need a warranty
- 35. Multiple ChoiceMisty 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 not offer installation services, but I will give you the number of a company that will come install the set for you.We offer installation on some items, but washers and dryers are not included.Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yoursI am sorry for the misunderstanding, but we do not install these items
- 36. Multiple ChoiceA 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?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?She'll probably want to do more cooking when she sees these pans!I think it's nice to give something you like. If she doesn't like them, she can exchange them.I'm sure she'll like them just like you do
- 37. Multiple ChoiceWalmart Garden Center is offering 10 lb. bag of birdseed for $7.00; Lawn Sprinkler - $8.60; Garden Hose $15.00; Wheel Barrow - $40.00 and Bird Feeder - $20.00. Additional 10% discount on Tuesday's for Senor Citizens. 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$8.00$8.90$7.94
- 38. Multiple ChoiceRequiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?Selling ProcessPricing StrategyReturn PolicyDeliver Policy
- 39. Multiple ChoiceYour 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 saales 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 itPhotocopy an illustration to show the different ways it can be wornCheck for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets U.S. guidelinesSafely unpack the merchandise to minimize damage from handling before displaying it
- 40. Multiple ChoiceThe 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?$10.71$.93$10.70$9.86
- 41. Multiple ChoiceYou are a customer and completing a sale. 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 backAnswer the phone and continue to help the customer at the store at the same time.Put the caller on hold, excuse yourself, and go find another sales associate to handle the callExcuse yourself, answer the phone, and quickly assist the caller.
- 42. Multiple ChoiceProduct benefits are all of the following except they should:Be physical (color, size, etc.)Appeal to the sensesRelate to the quality of the merchandise and how the customer will enjoy itAnswer the question "Why?"
- 43. Multiple ChoiceYou 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?Consult company policy or the manager about using the copierWait until no one is around and make a copy of your tax returnsAsk a co-worker what everyone else does and then do the sameCopy the returns any time during the day when there are no customers
- 44. Multiple ChoiceWhen balancing service between phone customers and those you may already be helping in the store, you shouldExcuse yourself courteously from your in-store customer saying that you'll be right back and answer the phoneTell your in-store customer that you need to get the phone and she should look around for awhileSince your customer is in the store, wait on the customer and ignore the phone until you have timeMove your in-store customer over to by the phone and help both customers at the same time
- 45. Multiple ChoiceYou 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?I see you are interested in our suitsThe blue suits are very popular. You take a size 40 regular, right?I have some great suits on sale. May I show you a few?
- 46. Multiple ChoiceTurn your phone interaction into a loyal customer byAll of theseLetting the customer know about sales eventsMentioning services he may not be aware ofOffering to ship items directly to the customer
- 47. Multiple ChoiceWhich of the following steps will help you keep commitments to customers?Calling customers back in a timely mannerImmediately stopping whatever you're doing to take care of phone customer requestsCalling customers back only when you can find the requested item or informationPromising customers you will find the items they request
- 48. Multiple ChoiceTo help build customer loyalty, you shouldSay what you'll do and be very clear on what you are promising; make notes so you will remember and make exceptions, but be sure to let the customer know that you are making an exception that your actions do not reflect standard practicesNot risk disappointing a customer by telling him when you cannot make an exceptionNone of theseAll of these
- 49. Multiple ChoiceA customer comes into your store and you greet him. Now that you've made a connection, what is your next challenge?Determine exactly what the customer needsAsk how much money he plans to spendAsk if he has shopped in the store beforeFind out how much time he has to shop
- 50. Multiple ChoiceBy becoming an expert at special orders, you may benefit byAll of theseLearning more about the products you sellLearning more about customer needs and interestsGetting to know people in other departments
- 51. Multiple ChoiceWhen something goes wrong or a product does not perform as expected, provide the customer with a quick resolution andService with a smileA cup of coffeeAn excuse for the product's failureGive them a new one of the same product
- 52. Multiple ChoiceA 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?With this kind of toy, it's always best to check the batteries first. Let me check them for youWe've never had any complaints about this doll before. What do you think your niece did to it?We've had a lot of complaints about this doll. You might want to contact the manufacturer.Are you sure that you bought this doll at this store? Do you have your receipt?
- 53. Multiple ChoiceThe warranty is an excellent tool for you to use toReassure the customer about a product's qualityProve that your company has the best priceExplain your company's return policyAll of these
- 54. Multiple ChoiceIf your company does not have a manual that deswcribes all the major product warranties, you shouldCreate your own by making copies of the various product warranties and related informationAvoid talking about warranties with your customersDecide on a general, neutral comment you can make if customers ask you about a warrantyOpen up the package and read the warranty to them
- 55. Multiple ChoiceCheryl 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 itDemonstrate the elliptical machine in the store with customers until she is familiar with its features.Ask her boss to assign her to another department she is more familiar withSwitch departments with another sales associate
- 56. Multiple ChoiceAn irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You shouldListen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.Completely avoid talking about the specific product and change the topicTake the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistakenJust listen -- you can't please everyone
- 57. Multiple ChoiceWhen your customer asks you to make an exception to the company policy regarding warranties, you should probablyCheck with your immediate supervisor or managerMake the exception, but only if the customer promises to make additional purchasesTell him you do not make exceptionsTell them to buy the product again and return the broken one in the new box
- 58. Multiple ChoiceWhen customers return merchandise, you shouldTreat them with the same respect you would if they were making a purchaseMake sure they have a good reason for doing soDon't worry about how you treat them, because you don't want them to come back againSend them to the service counter to wait for a customer service rep
- 59. Multiple ChoiceA 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 adsTell the customer that he should go to the store that placed the ad since your product is not on sale at the momentImmediately change the price in your store to meet the competitor's priceAsk your store manager how to respond to the customer
- 60. Multiple ChoiceManagers who hire sales associates say that they value retail workers for theirCapacity to work aloneWillingness to "step back"Ability to focus on a single taskComposure under pressure
- 61. Multiple ChoiceEven if your company's return policy restricts what you can do for the customer, you shouldConsider alternatives, such as offering a discount coupon or a free sampleAgree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about itDo what the customer asks; management will have to support your decisionApologize for your store's policy
- 62. Multiple ChoiceWhich 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."You'll have to take that to Customer Service. I can't help you here.
- 63. Multiple ChoiceCustomer complaints should be welcomed because they provide an opportunity toLearn about problems so improvements can be madeLearn who the potential "problem customers" areGet customers back to the store so they'll buy moreDo something diffeerent for a change
- 64. Multiple ChoiceYou 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 informationDo not get involved in the situationQuickly take your boss aside and provide the correct nameWait until the client leaves and then provide your boss with the correct name
- 65. Multiple ChoiceA customer calls and has some technical questions about a product with which you are not completely familiar. You shouldtransfer his call to someone who is knowledgeable in that areapretend that you know what you're talking about and give your own answerstell him to call back another timeask him why he is being so inquisitive
- 66. Multiple ChoiceWhich 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 technologyOffers 2.0 connectivityPrints on plain paper, bond, envelopes, and labelsPrints 33 pages in black per minute
- 67. Multiple ChoiceAs 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?Ask another employee to help the client while you escort Mrs. W. to a room away from the public areaIgnore her and continue to assist the client.Get on the phone and request assistance from a department administratorSay, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish
- 68. Multiple ChoiceIf a customer becomes abusive, you should probablyContact your managerRefund his money immediatelyTell him he is being abusiveCall security
- 69. Multiple ChoiceWhen the customer presents you with a problem, you should ask herHow she would like the situation solvedWho is at fault in the situationIf she shops at your store on a regular basisUse your own judgment to solve it
- 70. Multiple ChoiceIf you find yourself having to resolve a very difficult issue, you may want toGet help from a more senior employeeAsk the customer to come back another timeTell the customer that he is being unreasonableGet creative and just solve the problem
- 71. Multiple ChoiceWhat are the best kinds of questions to ask to a customer to encourage conversation?Open-endedDirect and to-the pointYes, noNone. Let the customer ask you questions
- 72. Multiple ChoiceAs a sales associate, your goal is toKeep the customer coming backKeep the returns to a minimumDecide who is right or wrongIncrease sales for your store
- 73. Multiple ChoiceYou 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?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.I'm sorry. I don't have a business card, but if you will give me yours, I'll be glad to call you to see if you have other questions.Well, if you want to come back and look some more, here is my card. Feel free to give me a call.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.
- 74. Multiple ChoiceShowing the customer that you and your store stand behind the products and services you sellShows a professionalism that builds customer loyaltyLimits the profit on some itemsEncourages customers to return items more frequentlyShows the customer that you are a talented sales associate
- 75. Multiple ChoiceWhen customers come to you with complaints, you need toAll of theseListen carefullyBe patientGet information
- 76. Multiple ChoiceA person approaches you and tells you of many complaints he has about your department. You should firstCheck into the legitimacy of the complaintsassume that his is just blowing off steam and ignore his complaintsask for advice from your supervisor on the best way to handle the personregard the complaints as accurate and take immediate steps to correct them
- 77. Multiple ChoiceIf an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition andthat the delivery people were courteous and carefulif the customer really liked the deal you gave himif the customer has any friends that might like the itemif they need to buy any additional products
- 78. Multiple ChoiceDominique 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?None of these are appropriate to continueHow much do you want to spend?Do you want the red coat or the blue one?Why do you want this type of coat?
- 79. Multiple ChoiceWhich of the following is not a product benefit for a new sweater?The fabric is soft and will last through many washesThe sweater has a snag-free zipperThe fabric is made of natural woolThey come in neutral colors
- 80. Multiple ChoiceWhich of the following items would NOT be an appropriate finishing touch to your service?Send a handwritten note thanking the customer for his businessCall the customer to make sure he is satisfied with his purchaseGive the customer your business card and encourage him to return to the storeRemember the customer's name and use it when he comes in again
- 81. Multiple ChoiceWhich of the following are appropriate reasons for following up with a customer?You finally located an item the customer asked for a while backYou are curious whether a gift your customer purchased was well receivedYou haven't seen the customer in a long time and are wondering if she is shopping somewhere else nowYou want to know why a customer did not make it in for a special sale
- 82. Multiple ChoiceHow soon upon a customer's arrival into your store should you, the sales associate, greet the customer?30 seconds2 minutes90 seconds60 seconds
- 83. Multiple ChoiceKeeping records about customer preferencesCan help you provide more personalized service to returning customersWill make customers suspicious of your ability to remember detailsRequires an expensive computer systemWill help you target market to them
- 84. Multiple ChoiceIn your client record system, you should recordAll of theseCustomer purchasesCustomer interestsFollow-up activities
- 85. Multiple ChoiceWhich 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 informationIt should be accessible to anyone who wants to read itYou should spend more time maintaining your records than you do actually serving customersYou keep it as long as the customer remains a customer of the store
- 86. Multiple ChoiceWhat is one of the best ways to explain features and benefits to a customer?Demonstrate the productDiscuss the review of this productShow the customer the user's manualExplain the history of the product
- 87. Multiple ChoiceA customer shows up and appears to be upset and on edge. As the sales associate, it would be best toShow empathy in your repliesOffer them a refund or discount to settle them downRefer the customer to your supervisorMirror their behavior
- 88. Multiple ChoiceYour business card or the sales receipt is a good place to make notes for a customer regardingAll of theseYour work schedule so the customer can contact you in the futureThe date a special order is dueAn upcoming sale
- 89. Multiple ChoiceIf you do not have business cards, you can help the customer remember you byWriting "thank you" on the sales receipt and signing your nameAsking the customer for something on which to write your name and numberTelling the customer how many sales awards you have wonUsing your own name often in the conversation
- 90. Multiple ChoiceIf your company does not supply business cards, you shouldcheck to make sure creating your own will not violate company policyTell customers that they can find the store number in the phone directoryTell the customer that the company is too cheap to give you business cardsTell the customers your name and phone number and offer them a pen to write it down
- 91. Multiple ChoiceWhich of the following is not an example of suggestive selling in a display?Putting soup next to the detergentPutting flip-flops next to a beach towelDressing a mannequin with matching pants, shoes and a handbagPutting chocolate topping next to the ice cream
- 92. Multiple ChoiceA 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 followingInform the person that you don't know but will find outTell the person what you think the answer might beRefer the person to your supervisorSay that you are not allowed to give out that information to the public
- 93. Multiple ChoiceWhat is one of the best ways to explain features and benefits to a customer?Demonstrate the productExplain the history of the productShow the customer the user's manualDiscuss the review of this product
- 94. Multiple ChoiceShowing respect for a customer's business card means you shouldMake some comment to indicate you have read itAsk them if you can put it in the bowl used for drawing prizesNever write on itPut it in your purse or wallet for safe keeping
- 95. Multiple ChoiceA customer is looking at a new desktop computer. To energize your sales presentation, you shouldList the features of the computerGive a personal experience that you've had with using that same computerDemonstrate how the computer would be great for gaming because of its fast graphicsAsk questions about why she needs a computer
- 96. Multiple ChoiceSusan 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 is dressed, Susan says, "I don't think that perfume will fit your personality."Susan looks at Cassandra and says, "You have great tastes as that is our number 1 seller.Susan says, "That fragrance smells very nice on you.After Cassandra smells the perfume, Susan says, "I can see you like a fragrance with notes of gardenia in it."
- 97. Multiple Choice
Which of the following is not a component of good customer service?
Asking closed-ended questions to get a definitive yes or no answer.
Attendance at store trainings
A positive attitude
Acknowledge the customer quickly
- 98. Multiple ChoiceWhen customer service is bad, what percent of retail customers refuse to go back to that store?90%95%80%75%
- 99. Multiple ChoiceA 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 shouldNote the customer's description and any other identifying informationReturn it to the customer telling him whyAsk the customer to leave the store immediatelyTear the counterfeit bill up and ask politely for another twenty
- 100. Multiple ChoiceWhat is a planogram?A notice that tells employees the advertised specials of the weekA visual map that shows shelf height and merchandise and signage placementA store's floorplan that shows where ads and displays goA store's floorplan that shows the different departments in that store
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