MERA CUSTOMER SERVICE QUESTIONS AND
ANSWERS
What question do you ask to get feedback to see if the computer software met
expectations of the customer?
A. Did they deliver it on time?
B. Did you have installation problems?
C. What new features have you used?
D. How has the software worked for what you were using it for? - Answers - D. 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:
A. Focus all your attention on your current customer
B. Let the new customer wait his turn until you have completed your current sale
C. Acknowledge the new customer's presence with eye contact and/or a brief comment
that you'll be right
with him
D. Help the customer who looks like he will spend the most money - Answers - C.
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?
A. Can I help you?
B. Are you looking for anything special?
C. What color do you prefer in that brand?
D. Is that the brand you want? - Answers - C. What color do you prefer in that brand?
A good reason for creating an opening for discussion is to:
A. Break down the customer's sales resistance
B. Get to know what the customer wants
C. Convince the customer how much you know about the product
D. Increase your store's sales revenues - Answers - B. Get to know what the customer
wants
The best way to talk to a new customer is to:
A. Flatter her—tell her she has taste and looks great
,B. Interact as if you are old friends
C. Match what you say and your tone of voice to her personality
D. Convince her that you know what is best for her to buy - Answers - C. 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: Complimenting
the customer's taste; assuring the customer that he is the expert; and:
A. Suggesting that he buy "top of the line" products
B. Stating that the products in your store are far better than those in other stores
C. Indicating that based on your professional product knowledge, you feel his purchases
are worthwhile - Answers - C. Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
The customer has said "No, thank you" when you offered your help. You should back off
for the time being, but remain alert for a sign that you are needed.
A. True
B. False - Answers - A. True
If the customer isn't shopping alone, you can include the rest of the party by:
A. Telling any children to behave themselves while their parent makes this important
decision
B. Suggesting that the customer might want to make this shopping decision when he is
alone and can concentrate
C. Giving other service to those in the party, such as offering a chair or a cup a
refreshment
D. Remind the customer of the kids' zone area - Answers - C. Giving other service to
those in the party, such as offering a chair or a cup a 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?
A. Do you want to look at a few more styles?
B. Will that be cash or credit card?
C. Shall I go ahead and replace the band for you or do you want to keep both styles for
different looks?
D. We'll be having a sale on watches sometime next month. - Answers - C. 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?
Store 1 Store 2 Store 3
, $27 $27 $30
0% 0% 10%
5 year 3 year 4 year
A. Store 1 offers the best price.
B. Store 2 offers the best price.
C. Store 3 offers the best price.
D. They all offer the same exact price. - Answers - A. Store 1 offers the best price.
According to market research, what percentage of customers is likely to spend more if
the sales associate is helpful?
A. 25%
B. 32%
C. 45%
D. 55% - Answers - C. 45%
If a customer walks directly to an item, this may indicate that he:
A. Knows what he wants and would probably appreciate quick, efficient service
B. Just wants to look at the item and has no interest in buying
C. Is in a hurry and doesn't want any attention from you
D. Is looking for the least expensive brand - Answers - A. Knows what he wants and
would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to:
A. Meet your quota each month
B. Provide service to as many customers as you can
C. Satisfy the customer
D. Be the top sales associate in your department - Answers - C. Satisfy the customer
You can best determine the customer's needs by gathering information through careful
observation and by:
A. Deciding the type of products you think the customer should buy
B. Telling the customer everything you know about your products
C. Asking the customer thoughtful questions
D. Studying all literature on the products you sell so you can answer questions. -
Answers - C. Asking the customer thoughtful questions
To keep the lines of communication open, the best questions to ask:
A. Are direct and to the point
B. Are ones that can be quickly answered with a "yes" or a "no"
C. Begin with who, what, where, when, how, or why
ANSWERS
What question do you ask to get feedback to see if the computer software met
expectations of the customer?
A. Did they deliver it on time?
B. Did you have installation problems?
C. What new features have you used?
D. How has the software worked for what you were using it for? - Answers - D. 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:
A. Focus all your attention on your current customer
B. Let the new customer wait his turn until you have completed your current sale
C. Acknowledge the new customer's presence with eye contact and/or a brief comment
that you'll be right
with him
D. Help the customer who looks like he will spend the most money - Answers - C.
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?
A. Can I help you?
B. Are you looking for anything special?
C. What color do you prefer in that brand?
D. Is that the brand you want? - Answers - C. What color do you prefer in that brand?
A good reason for creating an opening for discussion is to:
A. Break down the customer's sales resistance
B. Get to know what the customer wants
C. Convince the customer how much you know about the product
D. Increase your store's sales revenues - Answers - B. Get to know what the customer
wants
The best way to talk to a new customer is to:
A. Flatter her—tell her she has taste and looks great
,B. Interact as if you are old friends
C. Match what you say and your tone of voice to her personality
D. Convince her that you know what is best for her to buy - Answers - C. 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: Complimenting
the customer's taste; assuring the customer that he is the expert; and:
A. Suggesting that he buy "top of the line" products
B. Stating that the products in your store are far better than those in other stores
C. Indicating that based on your professional product knowledge, you feel his purchases
are worthwhile - Answers - C. Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
The customer has said "No, thank you" when you offered your help. You should back off
for the time being, but remain alert for a sign that you are needed.
A. True
B. False - Answers - A. True
If the customer isn't shopping alone, you can include the rest of the party by:
A. Telling any children to behave themselves while their parent makes this important
decision
B. Suggesting that the customer might want to make this shopping decision when he is
alone and can concentrate
C. Giving other service to those in the party, such as offering a chair or a cup a
refreshment
D. Remind the customer of the kids' zone area - Answers - C. Giving other service to
those in the party, such as offering a chair or a cup a 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?
A. Do you want to look at a few more styles?
B. Will that be cash or credit card?
C. Shall I go ahead and replace the band for you or do you want to keep both styles for
different looks?
D. We'll be having a sale on watches sometime next month. - Answers - C. 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?
Store 1 Store 2 Store 3
, $27 $27 $30
0% 0% 10%
5 year 3 year 4 year
A. Store 1 offers the best price.
B. Store 2 offers the best price.
C. Store 3 offers the best price.
D. They all offer the same exact price. - Answers - A. Store 1 offers the best price.
According to market research, what percentage of customers is likely to spend more if
the sales associate is helpful?
A. 25%
B. 32%
C. 45%
D. 55% - Answers - C. 45%
If a customer walks directly to an item, this may indicate that he:
A. Knows what he wants and would probably appreciate quick, efficient service
B. Just wants to look at the item and has no interest in buying
C. Is in a hurry and doesn't want any attention from you
D. Is looking for the least expensive brand - Answers - A. Knows what he wants and
would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to:
A. Meet your quota each month
B. Provide service to as many customers as you can
C. Satisfy the customer
D. Be the top sales associate in your department - Answers - C. Satisfy the customer
You can best determine the customer's needs by gathering information through careful
observation and by:
A. Deciding the type of products you think the customer should buy
B. Telling the customer everything you know about your products
C. Asking the customer thoughtful questions
D. Studying all literature on the products you sell so you can answer questions. -
Answers - C. Asking the customer thoughtful questions
To keep the lines of communication open, the best questions to ask:
A. Are direct and to the point
B. Are ones that can be quickly answered with a "yes" or a "no"
C. Begin with who, what, where, when, how, or why
