MERA Customer Service | 100 Questions
with 100% Correct 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? Correct Answer: 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 Correct Answer: 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? Correct Answer: 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 Correct Answer: 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 Correct Answer: 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 Correct Answer: 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 Correct Answer: 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 Correct Answer: 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. Correct Answer: 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. Correct Answer: 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% Correct Answer: 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 Correct Answer: 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 Correct Answer: 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. Correct Answer:
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
D. Are ones that are able to direct the customer to a decision
E. Are structured to save the customer's time Correct Answer: C. Begin with who, what, where,
when, how, or why
Which of the following are examples of open-ended questions?
A. Can I help you?
with 100% Correct 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? Correct Answer: 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 Correct Answer: 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? Correct Answer: 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 Correct Answer: 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 Correct Answer: 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 Correct Answer: 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 Correct Answer: 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 Correct Answer: 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. Correct Answer: 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. Correct Answer: 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% Correct Answer: 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 Correct Answer: 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 Correct Answer: 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. Correct Answer:
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
D. Are ones that are able to direct the customer to a decision
E. Are structured to save the customer's time Correct Answer: C. Begin with who, what, where,
when, how, or why
Which of the following are examples of open-ended questions?
A. Can I help you?
