MERA CUSTOMER SERVICE PRE-TEST QUESTIONS
AND ANSWERS
What question do you ask to get feedback to see if the computer software met
expectations of the customer? - Answers - How has the software worked for what you
were using it for?
A new customer comes into your department, but you are helping another customer.
You should. - Answers - Acknowledge the new customer's presence with eye contact
and/or a brief comment that you'll be right with him/her.
Which of the following would be the best option when trying to find out what a customer
wants to buy? - Answers - What color do you prefer in that brand?
A good reason for creating an opening for discussion is to: - Answers - Get to know
what the customer wants.
The best way to talk to a new customer is to : - Answers - Match what you say to and
your tone of voice to her personality.
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; - Answers -
Indicating that based on your professional product knowledge, you feel his purchases
are worthwhile.
A retail association sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must - Answers - Secure the area and report the
situation to management.
If the customer isn't shopping alone, you can include the rest of the party by: - Answers
- Giving other service to those in the party, such as offering a chair or a cup of
refreshment.
A customer has looked at several watches and seems to like one best. What is the best
to say to close the sale? - Answers - Shall I go ahead and replace the band for you or
do you want to keep both styles for different looks?
which store offers the best price? - Answers - Store 1 offers the best price, for $27 and
a 5-year warranty.
According to market research, what percentage of customers is likely to spend more if
the sales associate is helpful? - Answers - 45%
, If a customer walks directly to an item, this may indicate that he: - Answers - Knows
what e wants and would probably appreciate quick and efficient service.
Your ultimate goal as a sales associate is to: - Answers - Satisfy the customer.
You can best determine the customer's needs by gathering information through careful
observation and by: - Answers - Asking the customer thoughtful questions.
To keep the lines of communication open, the best questions to : - Answers - Begin with
who, what, when, where, and how.
Which of the following are examples of open-ended questions? - Answers - What
features are important to you?
When fitting the products to the customer, you should - Answers - Ask questions that
will help her define the right fit.
Which of the following phrases might be appropriate when discussing clothing size with
your customer? - Answers - Have you worn this brand before? What size was most
comfortable for you?
How would you handle a situation where a customer wants a brand that you don't carry
- Answers - Get permission from him to show the items you do have that meet his
needs.
If your store does not offer the particular product of service the customer is looking for,
your first option should always be to: - Answers - Suggest alternatives that your store
does carry.
Which of the following scenarios shows the proper use of a business card? - Answers -
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 requests.
Which of the following are acceptable ways to ask a customer's permission to provide
alternatives? - Answers - We don't carry that specific brand, but may I suggest....
Referring a customer to competitor will likely result in: - Answers - The customer
seeking you out for future needs.
Creating customer loyalty is rewarding for: - Answers - All the above: The customer,
The store, and The sales associate.
What is the BEST way for a sales associate to learn about new merchandise that has
just come into your store? - Answers - Read the labels and packaging information on
the new product.
AND ANSWERS
What question do you ask to get feedback to see if the computer software met
expectations of the customer? - Answers - How has the software worked for what you
were using it for?
A new customer comes into your department, but you are helping another customer.
You should. - Answers - Acknowledge the new customer's presence with eye contact
and/or a brief comment that you'll be right with him/her.
Which of the following would be the best option when trying to find out what a customer
wants to buy? - Answers - What color do you prefer in that brand?
A good reason for creating an opening for discussion is to: - Answers - Get to know
what the customer wants.
The best way to talk to a new customer is to : - Answers - Match what you say to and
your tone of voice to her personality.
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; - Answers -
Indicating that based on your professional product knowledge, you feel his purchases
are worthwhile.
A retail association sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must - Answers - Secure the area and report the
situation to management.
If the customer isn't shopping alone, you can include the rest of the party by: - Answers
- Giving other service to those in the party, such as offering a chair or a cup of
refreshment.
A customer has looked at several watches and seems to like one best. What is the best
to say to close the sale? - Answers - Shall I go ahead and replace the band for you or
do you want to keep both styles for different looks?
which store offers the best price? - Answers - Store 1 offers the best price, for $27 and
a 5-year warranty.
According to market research, what percentage of customers is likely to spend more if
the sales associate is helpful? - Answers - 45%
, If a customer walks directly to an item, this may indicate that he: - Answers - Knows
what e wants and would probably appreciate quick and efficient service.
Your ultimate goal as a sales associate is to: - Answers - Satisfy the customer.
You can best determine the customer's needs by gathering information through careful
observation and by: - Answers - Asking the customer thoughtful questions.
To keep the lines of communication open, the best questions to : - Answers - Begin with
who, what, when, where, and how.
Which of the following are examples of open-ended questions? - Answers - What
features are important to you?
When fitting the products to the customer, you should - Answers - Ask questions that
will help her define the right fit.
Which of the following phrases might be appropriate when discussing clothing size with
your customer? - Answers - Have you worn this brand before? What size was most
comfortable for you?
How would you handle a situation where a customer wants a brand that you don't carry
- Answers - Get permission from him to show the items you do have that meet his
needs.
If your store does not offer the particular product of service the customer is looking for,
your first option should always be to: - Answers - Suggest alternatives that your store
does carry.
Which of the following scenarios shows the proper use of a business card? - Answers -
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 requests.
Which of the following are acceptable ways to ask a customer's permission to provide
alternatives? - Answers - We don't carry that specific brand, but may I suggest....
Referring a customer to competitor will likely result in: - Answers - The customer
seeking you out for future needs.
Creating customer loyalty is rewarding for: - Answers - All the above: The customer,
The store, and The sales associate.
What is the BEST way for a sales associate to learn about new merchandise that has
just come into your store? - Answers - Read the labels and packaging information on
the new product.
