MERA Customer Service
1. 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?: D. How has the software worked for what you
were using it for?
2. 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: C. Acknowl- edge the new customer's presence
with eye contact and/or a brief comment that you'll be right
with him
3. 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?: C. What color do you prefer in that brand?
4. 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
, MERA Customer Service
C. Convince the customer how much you know about the product
D. Increase your store's sales revenues: B. Get to know what the customer wants
5. 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
, MERA Customer Service
D. Convince her that you know what is best for her to buy: C. Match what you say and your tone of voice to her
personality
6. 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: C.
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
7. 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: A. True
8. 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: C. Giving other service to those in the party, such as offering a chair
or a cup a refreshment
9. 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?
, MERA Customer Service
C. Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
1. 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?: D. How has the software worked for what you
were using it for?
2. 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: C. Acknowl- edge the new customer's presence
with eye contact and/or a brief comment that you'll be right
with him
3. 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?: C. What color do you prefer in that brand?
4. 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
, MERA Customer Service
C. Convince the customer how much you know about the product
D. Increase your store's sales revenues: B. Get to know what the customer wants
5. 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
, MERA Customer Service
D. Convince her that you know what is best for her to buy: C. Match what you say and your tone of voice to her
personality
6. 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: C.
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
7. 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: A. True
8. 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: C. Giving other service to those in the party, such as offering a chair
or a cup a refreshment
9. 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?
, MERA Customer Service
C. Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
