MERA CUSTOMER SERVICE TEST 1-50 QUESTIONS
AND ANSWERS
What question do you ask to get feedback to see if the computer software met the
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 .
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 and your
tone of voice to her personality.
Three ways to create a positive impression of you and the store include :
Complementing 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
purchase are worthwhile.
A retail store associate sees that an electrical socket has wires exposed in area where
customers shop . The retail associate - 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 . 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 ? - Answers - Shall I go ahead and replace the band for you or do want to keep
both styles for different looks?
What store has the best deal ? - Answers - Store 1 offers the best deal.
Active listening is : - Answers - Listening and responding to the other person in a way
that improves understanding .
, If a customer walks directly to an item, this ma indicate that he : - Answers - Knows
what he wants and would probably appreciate quick, 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 ask : - Answers - Begin
with who, what , where , when , how or why .
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 with her define the right fit .
Which of the following phases might be appropriate when discussing clothing size with
your customer ? - Answers - Have you worn this brand before ? What size was most
comfortable ?
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 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 business card ? The
salesperson says , - 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 a competitor will likely result in : - Answers - The customer
seeking you out for a future needs .
Creating customer loyalty is rewarding for : - Answers - the store, the sales associate,
and the customer ( All of the above)
AND ANSWERS
What question do you ask to get feedback to see if the computer software met the
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 .
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 and your
tone of voice to her personality.
Three ways to create a positive impression of you and the store include :
Complementing 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
purchase are worthwhile.
A retail store associate sees that an electrical socket has wires exposed in area where
customers shop . The retail associate - 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 . 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 ? - Answers - Shall I go ahead and replace the band for you or do want to keep
both styles for different looks?
What store has the best deal ? - Answers - Store 1 offers the best deal.
Active listening is : - Answers - Listening and responding to the other person in a way
that improves understanding .
, If a customer walks directly to an item, this ma indicate that he : - Answers - Knows
what he wants and would probably appreciate quick, 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 ask : - Answers - Begin
with who, what , where , when , how or why .
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 with her define the right fit .
Which of the following phases might be appropriate when discussing clothing size with
your customer ? - Answers - Have you worn this brand before ? What size was most
comfortable ?
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 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 business card ? The
salesperson says , - 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 a competitor will likely result in : - Answers - The customer
seeking you out for a future needs .
Creating customer loyalty is rewarding for : - Answers - the store, the sales associate,
and the customer ( All of the above)
