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Business
Professional Development
Screening Test Customer Service
100 questions
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- 1. Multiple Choice
What question do you ask to get feedback to see if the computer software met expectations of the customer?
Did they deliver it on time?
Did you have installation problems?
What new features have you used?
How has the software worked for what you were using it for?
- 2. Multiple Choice
A new customer comes into your department, but you are helping another customer. You should:
Focus all your attention on your current customer
let the new customer wait his turn until you have completed your current sale
acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him
help the customer who looks like he will spend the most money
- 3. Multiple Choice
Which of the following would be the best option when trying to find out what a customer wants to buy?
can i help you?
are you looking for anything special?
what color do you prefer in that brand?
is that the brand you want?
- 4. Multiple Choice
A good reason for creating an opening for discussion is to:
break down the customer's sales resistance
get to know what the customer wants
convince the customer how much you know about the product
increase your store's sales revenues
- 5. Multiple Choice
The best way to talk to a new customer is to:
Flatter her- tell her she has taste and looks great.
Interact as if you are old friends.
Match what you and your tone of voice to her personality.
Convince her that you know what is best for her to buy.
- 6. Multiple Choice
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:
suggesting that he buy "top of the line" products
stating that the products in your store are far better than those in other stores
indicating that based on your proffessional product knowledge, you feel his purchases are worthwhile
- 7. Multiple Choice
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
call the custodian for assistance
do a temporary cleanup as best he/she
nothing; maintenance will clean it up
- 8. Multiple Choice
if the customer isnt shopping alone, you can include the rest of the party by:
telling any children to behave while their parent makes this important decision
suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
giving other service to those in the party, such as offering a chair or cup of refreshment
remind the customer of the kids' zone area
- 9. Multiple Choice
a customer has looked at several watches and seems to like one best. she tries is 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?
do you want to look at a few more styles?
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 month.
- 10. Multiple Choice
Which store offers the best deal?
store 1- $27, no discount, 5 year warranty
store 2- $27, no discount, 3 year warranty
store 3- $30, 10% discount, 4 year warranty
store 1
store 2
store 3
they all offer the exact same deal
- 11. Multiple Choice
active listening is:
listening while maintaining eye contact with the speaker
listening and using positive body language
listening and responding to the other person in a way that improves understanding
listening while staying active by running, jogging, etc.
- 12. Multiple Choice
if a customer walks directly to an item, this may indicate that he:
knows what he wants and would probably appreciate quick, efficient service
just wants to look at the item and has no interest in buying
is in a hurry and doesn't want any attention from you
is looking for the least expensive brand
- 13. Multiple Choice
your ultimate goal as a sales associate it to:
meet your quota each month
provide service to as many customers as you can
satisfy the customer
be the top sales associate in your department
- 14. Multiple Choice
you can best determine the customers needs by gathering information through careful observation and by:
deciding the type of products you think the customer should buy
telling the customer everything you know about your products
asking the customer thoughtful questions
studying all literature on the products you sell so you can answer questions
- 15. Multiple Choice
to keep the lines of communication open, the best question to ask is:
are direct and to the point
are ones that can be quickly answered with a "yes" or "no"
begin with who, what, when, where, or why
are ones that are able to direct the customer to a decision
are structured to save the customer's time
- 16. Multiple Choice
which of the following are examples of an open-ended question
can i help you?
what features are important to you?
do you like blue or brown?
is this all for you today?
- 17. Multiple Choice
when fitting the products to the customer, you should:
correct her if she tells you the wrong size
ask questions that will help her define the right fit
select the approximate size you believe she is
wait till the customer picks out the right size
- 18. Multiple Choice
which of the following phrases might be apporpriate when discussing clothing size wiht your customer?
you look to be about the size XX
have you worn this brand before? what size is most comfortable for you?
how big are you?
you wear a bigger size on the bottom than on the top
- 19. Multiple Choice
how would you handle a situation where a customer wants a brand that you dont carry?
convince them that your brands are better
get permission from him to show the items you do have that meets his needs
tell him that he wont find anything better than what you have
smile and listen politely, but dont tell him you dont have his brand; show him your items anyway
tell him that you dont carry that brand then excuse yourself to serve someone else
- 20. Multiple Choice
if your store does not offer the particular product of service the customer is looking for, your first option should alway be to:
convince the customer that he doesnt need it anyway
suggest alternatives that your store does carry
immediately refer him to a competitor
inform him of the drawbacks of the product he is seeking
- 21. Multiple Choice
which of the following scenarios shows the proper use of a business card? the sales person says:
im 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 dont have business cards here, but if you give me yours i will call you whenever something interesting comes in
if you change your mind and do want some help, heres my card. just tell the other sales people that i am already helping you
ive enjoyed helping you with your gift selection. heres my business card in case i can be of further assistance. Feel free to call me directly if you have any questions or special requests.
- 22. Multiple Choice
which of the following are acceptable ways to ask a customer's permission to provide alternatives?
we dont carry that brand, but may i suggest...
is that the only brand you were interested in?
is there anything else you were looking for?
we dont recommend that item. May i show you a better product?
all of them
- 23. Multiple Choice
referring a customer to a competitor will likely result in:
customer seeking you out for future needs
the customer never returning to your store
a lost sales opportunity for you
none of the above
- 24. Multiple Choice
creating customer loyalty is rewarding for:
the store
the sales associate
the customer
all of the above
- 25. Multiple Choice
which is the BEST way for a sales associate to learn about the merchandise that has just come into your store?
read the labels and packaging information on the new products
check with co-workers to see what they know about the products
ask customers to explain what they know about the products
call the manufacturer or vendor and ask about the products
- 26. Multiple Choice
a computer store has a sign posted on the door that says "no food or drink to be brought in 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. This child is standing in front of your newest laptops. Which of these should the sales associate respond with?
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
excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything that this child might damage
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
briefly interrupt the first customers' transaction, ask the second customer kindly to dispose of the ice cream
- 27. Multiple Choice
two 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 service
free coffee and doughnuts and a clean restroom
sales associates who look snazzy and take turns helping customers
good inventory and easy checkout
- 28. Multiple Choice
small kindnesses to your customers may include:
letting customers make a local call to verify appropriateness or preference
consolidating many small packages into one large shopping bag
bringing merchandise to an older or disabled customer while he sits down
telling a customer about a lounge where she may tend to her baby's needs
all of them
- 29. Multiple Choice
to assist your customers in a personal way, you should become familiar with:
their relatives, special friends, and loved ones
entertainment centers and movie theatres in the district
resources in and near your store
dining and daycare near the store
- 30. Multiple Choice
Your 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
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 te personnel policy, how should the cashier pay for the soda?
use another employee's discount card to buyb the soda
ring up the soda herself before her break begins
pay for the soda after the break is over
ask someone else to ring up the soda when the break begins
- 31. Multiple Choice
in preparing a resource list for your customers, you should consider including:
local companies that have complementary services to the products you sell
phone numbers that customers have requested in the past, such as a taxi service
information about companies you recommend, such as repair shops
all of them
- 32. Multiple Choice
when customers request any of the service "extras" your store offers:
tell them they'll have to contact customer service for further information
make a note in your client record system so you can provide more personalized service when those customers return in the future
tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time
tell them that you will call someone else to take care of them since you are busy
- 33. Multiple Choice
What is one of the best ways to prevent shoplifting?
lock up expensive merchandise
acknowledge and greet all customers in a friendly manner as they enter the store
put security cameras in plain view of the customer
use mirrors that make aisles visible to the cashier
- 34. Multiple Choice
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?
promise to stand behind the product
to show it isnt the best quality so you need a warranty
a promise to replace the product no matter what happens
to prove you will not need a warranty
- 35. Multiple Choice
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 should misty's 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 services on some items, but washers and dryers are not included
unfortunatly, we do not install washers/dryers. I can show you exactly what you need to do to install yours.
i am sorry for the misunderstanding, but we do not install these items.
- 36. Multiple Choice
a customer says "i think i may be making a mistake here. i do like these pans but they're a gift to 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 their 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.
im sure she'll like them just like you do
- 37. Multiple Choice
Below is the prices 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 purchase this?
10 pound bag of birdseed- $7.00
Lawn Sprinkler- $8.60
Garden Hose- $15.00
Wheel Barrow- $40.00
Bird feeder- $20.00
(Additional 10% discount on Tuesday's for senior ciitzens)
$8.00
$7.74
$8.90
$7.94
- 38. Multiple Choice
Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?
selling process
pricing strategy
return policy
deliver process
- 39. Multiple Choice
Your company just received dressed 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 the customer to examine?
photocopy an illustration to show the different ways it can be worn
try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it
check for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets US guidelines
safely unpack the merchandise to minimize damage from handling before displaying it
- 40. Multiple Choice
the sales tax rate (state and local) is 9.5%. What would be the total including sales taxes for an item with a price tag of $9.78?
$10.71
$.93
$10.70
$9.86
- 41. Multiple Choice
You are with a customer and completing a sale. The phone rings and you're supposed to answer phone calls within 3 things. What do you do?
excuse yourself, answer the phone, and ask the caller if you can call him/her back
answer 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 call
Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.
- 42. Multiple Choice
product features are described as all of the following except:
being physical (color, size, etc.)
appealing to the senses
relating to the quality of the merchandise and how the customer will enjoy it
answering the question, "why?"
- 43. Multiple Choice
you are a new employee that has just begun to work for a company. you have not seen any other employee use the copy machine for personal printing but you know that there are several benefits that havent 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 copier
wait until no one is around and make a copy of your tax returns
ask a co-worker what everyone else does and then do the same
copy the returns any time during the day when there are no customers
- 44. Multiple Choice
when balancing service between phone customers and those you may already be helping in the store, you should:
tell your in-store customer that you need to get the phone and she should look around for a while
move your in-store customer over to by the phone and help both customers at the same time
Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone
since your customer is in the store, wait on the customer and ignore the phone until you have time
- 45. Multiple Choice
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.
i see you are interested in our suits.
the 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 Choice
turn your phone interactions into a loyal customer by:
letting the customer know about sales events
mentioning services he may not be aware of
offering to ship items directly to the customer
all of the above
- 47. Multiple Choice
which of the following steps will help you keep commitments to customers?
promising customers you will find the items they request
calling customers back only when you can find the requested item or information
immediately stopping whatever you're doing to take care of phone customer requests
calling customers back in a timely manner
- 48. Multiple Choice
to help build customer loyalty, you should
say what you'll do and be very clear on what you're promising; make notes so you'll remember
not risk disappointing a customer by telling him when you cannot make an exception
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
- 49. Multiple Choice
a customer comes into your store and you greet them. now that you've made a connection, what is your next challenge?
ask how much money they plan to spend
determine exactly what the customer needs
ask if they have shopped in the store before
find out how much time they have to shop
- 50. Multiple Choice
when something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
a cup of coffee
service with a smile
an excuse for the products failure
give them a new one of the same product
- 51. Multiple Choice
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 associate say first?
are you sure that you bought this doll at this store? Do you have your receipt?
we've had a lot of complaints about this doll. You might want to contact the manufacturer
we've never had any complaints about this doll before. What do you think your niece did to it?
with this kind of toy, its always best to check the batteries first. Let me check them for you.
- 52. Multiple Choice
the warranty is an excellent tool for you to use to:
prove that your company has the best price
explain your company's return policy
reassure the customer about the products quality
all of them
- 53. Multiple Choice
if your company does not have a manual that describes all the major product warranties, you should:
avoid talking about warranties with your customers
create your own by making copies of the various product warranties and related information
decide on a general, neutral comment you can make if customer ask you about a warranty
open up the package and read the warranty to them
- 54. Multiple Choice
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
demonstrate 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 with
switch departments with another sales associate
- 55. Multiple Choice
an irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should:
completely avoid talking about the specific product and change the topic
listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues
tell the caller that the company is aware of the problem and is taking steps to fix it
just listen- you can't please everyone
- 56. Multiple Choice
by becoming an expert at special orders, you may beneft by:
learning more about the products you sell
learning more about the customer needs and interests
getting to know people in other departments
all of them
- 57. Multiple Choice
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
make the exception, but only if the customer promises to make additional purchases
tell him you do not make exceptions
tell them to buy the product again and return the broken one in the new box
- 58. Multiple Choice
when the customers return merchandise, you should:
make sure they have a good reason for doing so
treat them with the same respect you would if they were making a purchase
not worry about how you treat them, because you dont want them to come back
send them to the service counter to wait for a customer service rep.
- 59. Multiple Choice
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 competitors ads
tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
immediately change the price in your store to meet the competitors price
ask your store manager how to respond to the customer
- 60. Multiple Choice
managers who hire sales associates say that they value retail workers for their:
willingness to "step back"
capacity to work alone
ability to focus on a single task
composure under pressure
- 61. Multiple Choice
even if your 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
agree with him that the product is defective and should be replaced, but tell him that the store wont let you do anything about it
do what the customer asks; management will have to support your decision
apologize for your store's policy
- 62. Multiple Choice
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. id go with you, but i cant leave this area unattended at the moment."
"you'll have to take this to customer service, i cant help you here."
"someone in customer service can help you with that; ill show you the way."
a & c
- 63. Multiple Choice
Customer complaints should be welcomed because they provide an opportunity to:
do something different for a change
get the customers back to the store so they can buy more
learn about problems so improvements can be made
learn who the potential "problem customers" are
- 64. Multiple Choice
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.
pretend that you know what you're talking about and give your own answers.
tell him to call back another time
ask him why hes being so inquisitive
- 65. Multiple Choice
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?
do not get involved in the situation
quickly take your boss aside and provide the right name
wait until the client leaves, and then provide your boss the correct name
give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information
- 66. Multiple Choice
which if the following is a benefit of an ink jet printer?
prints 33 pages in black per minute
prints on plain paper, bond, envelopes, and labels
will save the customer money on ink because it has special saving technology
offers 2.0 connectivity
- 67. Multiple Choice
as an administrative assistant, you have been training Ms. 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 customer when she comes up and asks you a question. you tell her you are busy with a client and will come to her office when you are free. in a low voice, she begins to call you names and say bad things about the company. there are several clients in the office in addition to the ones you are working with. what should you do?
ignore her and continue to assist the client
get on the phone and request assistance from a department administrator
say "now, mrs w, i said id be with you as soon as i could. Please let me finish."
ask another employee to help the client while you escort mrs w to a room away from the public area.
- 68. Multiple Choice
if a customer becomes verbally abusive, you should first:
refund his money immediately
contact your manager
tell him he is being abusive
call security
- 69. Multiple Choice
when the customer presents you with a problem, you should ask her:
how she would like the situation to be solved
who is at fault in the situation
if she shops at your store on a regular basis
use your own judgement to solve it
- 70. Multiple Choice
if you find yourself having to resolve a very difficult issue, you may want to:
ask the customer to come back another time
tell him customer that his is being unreasonable
get help from a more senior employee
get creative and just solve the problem
- 71. Multiple Choice
what are the best kinds of questions to ask a customer to encourage conversation?
open-ended
direct and to-the-point
yes, no
none. let the customer ask you questions
- 72. Multiple Choice
as a sales associate, your goal is to
keep the returns to a minimum
keep the customer coming back
decide whos right or wrong
increase sales for your store
- 73. Multiple Choice
you are a car salesman at a new car dealership. a customer is gathering information before making the final decision on her new car. you have suggested the car that seems 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?
im sorry. i dont have a business card, but if you give me yours, and i can give you a call when anything new happens
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
well if you want to come back and look some more, here is my card. feel free to give me a call
im 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 Choice
showing the customer that you and your store stand behind the products you sell:
limits the profit on some items
shows a professionalism that builds customer loyalty
encourages customers to return items more frequently
shows the customer that you are a talented sales associate
- 75. Multiple Choice
when customers come to you with complaints, you need to:
listen carefully
be patient
get information
all of them
- 76. Multiple Choice
a person approaches you and tells you of many complaints he had about your department. you should first:
assume that his is just blowing off steam and ignore his complaints
check into the legitimacy of the complaints
ask for advice from your supervisor on the best way to handle the person
regard the complaints as accurate and take immediate steps to correct them
- 77. Multiple Choice
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
if the customer really liked the deal you gave him
if the customer has any friends that might like the item
if they need to buy any additional products
- 78. Multiple Choice
dominique is shopping for a new winter coat. with the help of a sales person, she has narrowed it down to 2 coats. which is the best way for the sales person to continue the conversation?
ask "how much do you want to spend?"
say "do you want the red or the blue one?"
ask "why do you want this type of coat?"
none of these are appropriate to continue
- 79. Multiple Choice
which of the following items would not be an appropriate finishing touch to your service ?
call the customer to make sure he is satisfied with his purchase
send a handwritten note thnking the customer for his business
send a postacrd thankinng a customer for letting you help him select a gift for his wife
give the customer your business card and encourage him to return to the store
- 80. Multiple Choice
which of the following is not a product benefit for a new sweater?
the sweater has a nag-free zipper
the fabric is made of natural wool
they come in neutral colors
the fabric is soft and will last through many washes
- 81. Multiple Choice
which of the following are appropriate reasons for following up with a customer ?
you are curious whether a gift your customer purchased was well received
you want to know why a customer did not make it in for a special sale
you finally located an item the customer asked for a while back
you havent seen the customer in a long time and are wondering if she is shopping somewhere else now
- 82. Multiple Choice
how soon upon a customer's arrival into your store should you, the sales associate, greet the customer?
2 mins
90 secs
60 secs
30 secs
- 83. Multiple Choice
keeping records about customer preferences:
will make customers suspicious of your ability to remember details
requires an expensive computer system
can help you provide more personalized service to returning customers
will help you target market to them
- 84. Multiple Choice
in your client record system, you should record:
customer purchases
customer interests
follow up activities
all of the above
- 85. Multiple Choice
which of the following statements best describes why a client record system is called a "living record"?
it should be accessible to anyone who wants to read it
you should constantly refer to it and update it with new information
you will spend more time maintaning your records than you do actually serving customers
you keep is as long as the customer remains a customer of the store
- 86. Multiple Choice
what is one of the best ways to explain features and benefits to a customer
explain the history of the product
show the customer the user's manual
discuss the review of this product
demonstrate the product
- 87. Multiple Choice
a customer shows up and appears to be upset and on edge. as the sales associate, it would best to:
mirror their behavior
refer the customer to your supervisor
show empathy in your replies
offer them a refund or discount to settle them down
- 88. Multiple Choice
your business card or the sales receipt is a good place to make notes for a customer regarding:
your work schedule so the customer can contact you in the future
the date a special order it due
an upcoming sale
all of them
- 89. Multiple Choice
if you do not have business cards, you can help the customer remember you by:
asking the customer for something to write your name and number on
writng 'thank you" on the sales receipt and signing your name
telling the customer how many sales award s you have won
using your name often in the conversation
- 90. Multiple Choice
if your company does not have business cards you should:
tell customers that they can find the store number in the phone directory
check to make sure creating your own will not violate company policy
tell the customer that the company is too cheap to give you business cards
tell customers your name and phone number and offer them a pen to write it down
- 91. Multiple Choice
a customer walks into the office and asks for the deadline to file a permit application. you do not know the answer. what should you do?
tell the person what you think the answer may be
refer the person to your supervisor
say that you are not allowed to give out that information to the public
inform the person that you dont know but will find out
- 92. Multiple Choice
which of the following are good reasons to ask customers for their business cards?
so you can claim these customers as your own and keep coworkers from making sales with them
when customers show interest in an upcoming event and you offer to remind them
so you can build up your client records with names of potential customers
to learn more about them so you can suggest items that you think they can afford
- 93. Multiple Choice
showing respect for a customer's business cards means you should:
never write on it
put it in your purse for safe keeping
make some comment to indicate you have read it
ask them if you could put it in the bowl used for drawing prizes
- 94. Multiple Choice
which of the following is not an example of suggestive selling in a display?
putting chocolate topping next to the icecream
dressing a mannequin with matching pants, shoes and handbag
putting soap next to the detergent
putting flip-flops next to a beach towel
- 95. Multiple Choice
susan is working with a customer names cassie in the perfume department. which is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled?
susan looks at cassie and says "you have great taste, that is our number one seller"
"i dont think that perfume will fit your personality."
"i can see that you like a scent with notes of gardenia in it"
"that fragrance smells very nice on you"
- 96. Multiple Choice
a customer is looking at a new desktop computer. to energize your sales presentation, you should:
give a personal experience that youve had using the same computer
list the features of the computer
ask questions about why she needs a computer
demonstrate how the computer would be great for gaming because of its fast graphics
- 97. Multiple Choice
which of the following is not a component of good customer service?
attendance at store training
a positive attitude
asking closed-ended questions to get a definitive yes or no answer
acknowledge the customer quickly
- 98. Multiple Choice
what does shortage refer to?
pricing of products that are lowered to get rid of overstock
shoplifting, employee theft and inventory errors
delivery of merchandise that is lower than what is on packing slip
putting a smaller amount of inventory on shelves
- 99. Multiple Choice
a customer pays you with 3 20 dollar bills and 4 ones. in checking the currency, you notice that one of the 20s is counterfeit. you should:
return it to the customer and tell him why
ask the customer to leave the store immediately
tear the counterfeit bill up and politely ask for another 20
note the customers description and any other identifying information
- 100. Multiple Choice
what is a planogram?
a visual map that shows shelf height and merchandise and signage placement
a stores floorplan that shows the different departments in that store
a stores floorplan that shows where ads and displays go
a notice that tells employees the advertised specials of the week
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