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Professional Development
9th -
12thgrade
NRF Customer Service & Sales: "Build a Continuing Relationship"
13 questions
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- 1. Multiple Choice
1. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product’s failure
- 2. Multiple Choice
2. As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
True
False
- 3. Multiple Choice
3. The warranty is an excellent tool for you to use to:
A. Prove that your company has the best price
B. Explain your company’s return policy
C. Reassure the customer about a product’s quality
D. All of the above
- 4. Multiple Choice
4. If your company does not have a manual that describes all the major product warranties, you should:
A. Avoid talking about warranties with your customers
B. Create your own by making copies of the various product warranties and related information
C. Decide on a general, neutral comment you can make if customers ask you about a warranty
- 5. Multiple Choice
5. If you don’t have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.
True
False
- 6. Multiple Choice
6. You should explain all warranty conditions to your customer at the time of purchase.
True
False
- 7. Multiple Choice
7. When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
A. Check with your immediate supervisor or manager
B. Make the exception, but only if the customer promises to make additional purchases
C. Tell him you do not make exceptions
- 8. Multiple Choice
8. When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don’t want them to come back again
- 9. Multiple Choice
9. The company’s return policy should always be clearly displayed in writing.
True
False
- 10. Multiple Choice
10. If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.
True
False
- 11. Multiple Choice
11. Even if your company’s return policy restricts what you can do for the customer, you should:
A. Consider alternatives, such as offering a discount coupon or a free sample
B. Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it
C. Do what the customer asks; management will have to support your decision
- 12. Multiple Choice
12. Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
A. "Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.”
B. “You’ll have to take this to Customer Service; I can’t help you here.”
C. “Someone in Customer Service can help you with that; I’ll show you the way.”
D. A and C
- 13. Multiple Choice
13. Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they’ll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential “problem customers” are
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