MERA CUSTOMER SERVICE SCREENING PRE-TEST
What questions do you ask to see if the customer software met expectations of the
customer? - Answers - 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: - Answers - 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? - Answers - What color do you prefer in that brand?
A good reason for creating an opening for discussion is to: - Answers - Get to know
what the customer wants
The best way to talk to a new customer is to: - Answers - 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 - Answers -
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: - Answers - 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: - Answers -
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? - Answers - 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? - Answers - 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? - Answers - 45%
If a customer walks directly to an item, this may indicate that he - Answers - Knows what
he wants and would probably appreciate quick, efficient service
Your ultimate goals as a sales associate is to: - Answers - Satisfy the customer
, You can best determine the customer's needs by gathering information though careful
observation and by: - Answers - Asking the customer thoughtful questions
To keep the lines of communication open the best questions to ask - Answers - begin
with who, what, where, when, how, or why
Which of the following are examples of open-ended questions? - Answers - What
features are important to you?
When fitting the products to the customer, you should: - Answers - 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? - Answers - 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?
- Answers - 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: - Answers - Suggest alternatives that your store
does carry
Which of the following scenarios shows the proper use of a business card? The
Salesperson says, - Answers - 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? - Answers - We don't carry that specific brand, but may I suggest...
Referring a customer to a competitor - Answers - The customer seeking you out for
future needs
Creating customer loyalty is rewarding for: - Answers - 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? - Answers - 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?" -
What questions do you ask to see if the customer software met expectations of the
customer? - Answers - 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: - Answers - 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? - Answers - What color do you prefer in that brand?
A good reason for creating an opening for discussion is to: - Answers - Get to know
what the customer wants
The best way to talk to a new customer is to: - Answers - 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 - Answers -
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: - Answers - 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: - Answers -
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? - Answers - 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? - Answers - 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? - Answers - 45%
If a customer walks directly to an item, this may indicate that he - Answers - Knows what
he wants and would probably appreciate quick, efficient service
Your ultimate goals as a sales associate is to: - Answers - Satisfy the customer
, You can best determine the customer's needs by gathering information though careful
observation and by: - Answers - Asking the customer thoughtful questions
To keep the lines of communication open the best questions to ask - Answers - begin
with who, what, where, when, how, or why
Which of the following are examples of open-ended questions? - Answers - What
features are important to you?
When fitting the products to the customer, you should: - Answers - 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? - Answers - 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?
- Answers - 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: - Answers - Suggest alternatives that your store
does carry
Which of the following scenarios shows the proper use of a business card? The
Salesperson says, - Answers - 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? - Answers - We don't carry that specific brand, but may I suggest...
Referring a customer to a competitor - Answers - The customer seeking you out for
future needs
Creating customer loyalty is rewarding for: - Answers - 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? - Answers - 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?" -
