Summary CUSTOMER SERVICE PRE-SCREEN
REVIEW TEST_ANSWERED 2022-23
What question do you ask to get feedback to see if the computer software met expectations of the
customer?
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
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?
What color do you prefer in that brand?
A good reason for creating an opening for discussion is to
Get to know what the customer wants
The best way to talk to a new customer is to
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
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
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
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?
Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
According to market research, what percentage of customers is likely to spend more if the sales
associate is helpful?
, 45%
If a customer walks directly to an item, this may indicate that he
Knows what he wants and would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to
Satisfy the customer
You can best determine the customer's needs by gathering information through careful observation
and by
Asking the customer thoughtful questions
Which store offers the best price?
Store 1 Store 2 Store 3
Price $27 $27 $30
Discount 10%
Warranty 5 year 3 year 4 year
store 1
To keep the lines of communication open, the best questions to ask
Begin with who, what, where, when, how, or why
Which of the following are examples of open-ended questions?
What features are important to you?
When fitting the products to the customer, you should
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?
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?
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:
Suggest alternatives that your store does carry
Which of the following scenarios shows the proper use of a business card? The Salesperson says,
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?
REVIEW TEST_ANSWERED 2022-23
What question do you ask to get feedback to see if the computer software met expectations of the
customer?
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
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?
What color do you prefer in that brand?
A good reason for creating an opening for discussion is to
Get to know what the customer wants
The best way to talk to a new customer is to
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
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
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
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?
Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
According to market research, what percentage of customers is likely to spend more if the sales
associate is helpful?
, 45%
If a customer walks directly to an item, this may indicate that he
Knows what he wants and would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to
Satisfy the customer
You can best determine the customer's needs by gathering information through careful observation
and by
Asking the customer thoughtful questions
Which store offers the best price?
Store 1 Store 2 Store 3
Price $27 $27 $30
Discount 10%
Warranty 5 year 3 year 4 year
store 1
To keep the lines of communication open, the best questions to ask
Begin with who, what, where, when, how, or why
Which of the following are examples of open-ended questions?
What features are important to you?
When fitting the products to the customer, you should
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?
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?
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:
Suggest alternatives that your store does carry
Which of the following scenarios shows the proper use of a business card? The Salesperson says,
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?
