Mera Customer Service Pre-Test | 100
Questions with 100% Correct Answers
What questions do you ask to see if the customer software met expectations of the customer?
Correct Answer: How has the software worked for what you were doing it for?
A new customer comes into your department, but you are helping another customer. You should:
Correct Answer: 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 customer wants to
buy? Correct Answer: What color do you prefer in that brand?
A good reason for creating an opening for discussion is to: Correct Answer: Get to know what
the customer wants
The best way to talk to a new customer is to: Correct Answer: 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 Correct Answer: Indicating
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: Correct Answer: 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: Correct Answer:
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. What is the best to say to
close the sale? Correct Answer: 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? Correct Answer: 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? Correct Answer: 45%
If a customer walks directly to an item, this may indicate that he Correct Answer: Knows what
he wants and would probably appreciate quick, efficient service
Your ultimate goals as a sales associate is to: Correct Answer: Satisfy the customer
, You can best determine the customer's needs by gathering information though careful
observation and by: Correct Answer: Asking the customer thoughtful questions
To keep the lines of communication open the best questions to ask Correct Answer: begin with
who, what, where, when, how, or why
Which of the following are examples of open-ended questions? Correct Answer: What features
are important to you?
When fitting the products to the customer, you should: Correct Answer: 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? Correct Answer: 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? Correct
Answer: Get permission from him to show the items that 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: Correct Answer: Suggest alternatives that your store does carry
Which of the following scenarios shows the proper use of a business card? The Salesperson says,
Correct Answer: I've enjoyed helping you with your gift. Her's my business card in case I can be
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? Correct Answer: We don't carry that specific brand, but may I suggest...
Referring a customer to a competitor Correct Answer: The customer seeking you out for future
needs
Creating customer loyalty is rewarding for: Correct Answer: The store, The sales associate, The
customer
What is the best way for a sales associate to learn about new merchandise that has just come into
your store? Correct Answer: Read the labels and packaging information on the new product
A computer store has a sign posted on the door that says, "No food or drink to be brought into
the store." A sales associate is ringing up a customer and see that another customer has a child
who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of
these should be the sales associate best response?" Correct Answer: briefly interrupt the first
customer's transaction, ask the second customer kindly to dispose of the ice cream.
Two of the basics need to ensure that a customer has a pleasant experience when he comes to
your store are: Correct Answer: An enjoyable atmosphere and super service
Questions with 100% Correct Answers
What questions do you ask to see if the customer software met expectations of the customer?
Correct Answer: How has the software worked for what you were doing it for?
A new customer comes into your department, but you are helping another customer. You should:
Correct Answer: 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 customer wants to
buy? Correct Answer: What color do you prefer in that brand?
A good reason for creating an opening for discussion is to: Correct Answer: Get to know what
the customer wants
The best way to talk to a new customer is to: Correct Answer: 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 Correct Answer: Indicating
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: Correct Answer: 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: Correct Answer:
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. What is the best to say to
close the sale? Correct Answer: 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? Correct Answer: 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? Correct Answer: 45%
If a customer walks directly to an item, this may indicate that he Correct Answer: Knows what
he wants and would probably appreciate quick, efficient service
Your ultimate goals as a sales associate is to: Correct Answer: Satisfy the customer
, You can best determine the customer's needs by gathering information though careful
observation and by: Correct Answer: Asking the customer thoughtful questions
To keep the lines of communication open the best questions to ask Correct Answer: begin with
who, what, where, when, how, or why
Which of the following are examples of open-ended questions? Correct Answer: What features
are important to you?
When fitting the products to the customer, you should: Correct Answer: 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? Correct Answer: 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? Correct
Answer: Get permission from him to show the items that 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: Correct Answer: Suggest alternatives that your store does carry
Which of the following scenarios shows the proper use of a business card? The Salesperson says,
Correct Answer: I've enjoyed helping you with your gift. Her's my business card in case I can be
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? Correct Answer: We don't carry that specific brand, but may I suggest...
Referring a customer to a competitor Correct Answer: The customer seeking you out for future
needs
Creating customer loyalty is rewarding for: Correct Answer: The store, The sales associate, The
customer
What is the best way for a sales associate to learn about new merchandise that has just come into
your store? Correct Answer: Read the labels and packaging information on the new product
A computer store has a sign posted on the door that says, "No food or drink to be brought into
the store." A sales associate is ringing up a customer and see that another customer has a child
who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of
these should be the sales associate best response?" Correct Answer: briefly interrupt the first
customer's transaction, ask the second customer kindly to dispose of the ice cream.
Two of the basics need to ensure that a customer has a pleasant experience when he comes to
your store are: Correct Answer: An enjoyable atmosphere and super service
