mera customer service screening pre-test | 100
Questions | 100% Correct Answers
What question do you ask to get feedback to see if the computer software met expectations of the
customer? Correct Answer: 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.
Correct Answer: 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? 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 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; Correct Answer: 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 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 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? 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, 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? Correct Answer: 45%
If a customer walks directly to an item, this may indicate that he: Correct Answer: Knows what
e wants and would probably appreciate quick and efficient service.
Your ultimate goal as a sales associate is to: Correct Answer: Satisfy the customer.
, You can best determine the customer's needs by gathering information through careful
observation and by: Correct Answer: Asking the customer thoughtful questions.
To keep the lines of communication open, the best questions to : Correct Answer: Begin with
who, what, when, where, and how.
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 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? Correct Answer: 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? Correct Answer: We don't carry that specific brand, but may I suggest....
Referring a customer to competitor will likely result in: Correct Answer: The customer seeking
you out for future needs.
Creating customer loyalty is rewarding for: Correct Answer: 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? Correct Answer: Read the labels and packaging information on the new product.
A computer store has a sign that says, "No food or drinks" A customer comes in with a small
child eating ice cream. Which of these should be the sales associate's 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 needed to ensure that a customer has a pleasant experience when he comes to
you r store are: Correct Answer: An enjoyable atmosphere and super service.
Questions | 100% Correct Answers
What question do you ask to get feedback to see if the computer software met expectations of the
customer? Correct Answer: 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.
Correct Answer: 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? 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 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; Correct Answer: 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 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 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? 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, 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? Correct Answer: 45%
If a customer walks directly to an item, this may indicate that he: Correct Answer: Knows what
e wants and would probably appreciate quick and efficient service.
Your ultimate goal as a sales associate is to: Correct Answer: Satisfy the customer.
, You can best determine the customer's needs by gathering information through careful
observation and by: Correct Answer: Asking the customer thoughtful questions.
To keep the lines of communication open, the best questions to : Correct Answer: Begin with
who, what, when, where, and how.
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 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? Correct Answer: 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? Correct Answer: We don't carry that specific brand, but may I suggest....
Referring a customer to competitor will likely result in: Correct Answer: The customer seeking
you out for future needs.
Creating customer loyalty is rewarding for: Correct Answer: 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? Correct Answer: Read the labels and packaging information on the new product.
A computer store has a sign that says, "No food or drinks" A customer comes in with a small
child eating ice cream. Which of these should be the sales associate's 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 needed to ensure that a customer has a pleasant experience when he comes to
you r store are: Correct Answer: An enjoyable atmosphere and super service.
