customer service Pre-test #1
1. It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should:
A. Make sure your clothes are neat and you look professional
B. Find your sales book and get it ready for your next sale
C. Tidy up the product display before showing it to the customer
D. Greet the customer and make him feel welcome: D. Greet the customer and make him feel
welcome
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. Projecting a professional and friendly image includes:
A. Dressing in expensive, professional looking clothing
B. Shaking the hand of each customer
C. Behaving in an alert and courteous manner
D. Standing behind your cash register and waiting for the customer to come to you: C. Behaving in
an alert and courteous manner
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
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C. Convince the customer how much you know about the product: 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
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: Indicating that based on your professional product knowledge, you feel
his purchases are worthwhile
7. . 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
8. . 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.
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1. It is important to build a relationship with your customer. In the first few seconds after you
notice the customer's arrival, you should:
A. Make sure your clothes are neat and you look professional
B. Find your sales book and get it ready for your next sale
C. Tidy up the product display before showing it to the customer
D. Greet the customer and make him feel welcome: D. Greet the customer and make him feel
welcome
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. Projecting a professional and friendly image includes:
A. Dressing in expensive, professional looking clothing
B. Shaking the hand of each customer
C. Behaving in an alert and courteous manner
D. Standing behind your cash register and waiting for the customer to come to you: C. Behaving in
an alert and courteous manner
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
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C. Convince the customer how much you know about the product: 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
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: Indicating that based on your professional product knowledge, you feel
his purchases are worthwhile
7. . 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
8. . 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.
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