customer service Pre Test #2
1. Choose the BEST answer: Choose the BEST answer
2. Two of the basics needed to ensure that a customer has a pleasant experi- ence when he comes to your store
are:
A. An enjoyable atmosphere and super service
B. Free coffee and doughnuts, and a clean restroom
C. Sales associates who look snazzy and take turns helping customers: A. An enjoyable atmosphere and super
service
3. . As a sales associate, you can influence a shopper's decision to return to your store by making shopping a
more enjoyable experience.
A. True
B. False: A. True
4. To assist your customers in a personal way, you should become familiar with:
A. Their relatives, special friends, and loved ones
B. Entertainment centers and movie theaters in the district
C. Resources in and near your store: C. Resources in and near your store.
5. 28. Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or prefer- ence
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby's needs
E. All of the above: E. All Of The Above.
6. . In preparing a resource list for your customers, you should consider including:
A. Local companies that have complementary services to the products you sell
B. Phone numbers that customers have requested in the past, such as a taxi service
C. Information about companies you recommend, such as repair shops
D. All of the above: D. All Of The Above
7. You should match your store services with customers who will appreciate them by paying attention to each
customer's unique needs and interests.
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, customer service Pre Test #2
A. True
B. False: A. True
8. When working with customers with disabilities be sure to take your time, be patient, and:
A. Speak loudly, using a lot of hand gestures
B. Let the customer help you understand his needs
C. When you can, make decisions for the customer: B. Let the customer help you understand his needs
9. When customers request any of the service "extras" your store offers:
A. Tell them they'll have to contact Customer Service for further information
B. Make a note in your client record system so you can provide more person- alized service when those
customers return in the future
C. Tell them they'll have to wait until you finish with the other customers in your area before you can give them
that amount of time: B. Make a note in your client record system so you can provide more personalized service when
those customers return in the future
10.. What portion of the general population may have disabilities which are not obvious and may be difficult
to perceive?
A. One-third
B. Two-thirds
C. One-fourth: B. Two-thirds
11.You should allow customers with disabilities to express their own needs and limits; your job is to
accommodate those needs and make shopping a positive experience.
A. True
B. False: A. True
12.Your manager should warn you in advance if you will be giving service to a customer with significant
disabilities.
A. True
B. False: B. False
13.If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card
attached.
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1. Choose the BEST answer: Choose the BEST answer
2. Two of the basics needed to ensure that a customer has a pleasant experi- ence when he comes to your store
are:
A. An enjoyable atmosphere and super service
B. Free coffee and doughnuts, and a clean restroom
C. Sales associates who look snazzy and take turns helping customers: A. An enjoyable atmosphere and super
service
3. . As a sales associate, you can influence a shopper's decision to return to your store by making shopping a
more enjoyable experience.
A. True
B. False: A. True
4. To assist your customers in a personal way, you should become familiar with:
A. Their relatives, special friends, and loved ones
B. Entertainment centers and movie theaters in the district
C. Resources in and near your store: C. Resources in and near your store.
5. 28. Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or prefer- ence
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby's needs
E. All of the above: E. All Of The Above.
6. . In preparing a resource list for your customers, you should consider including:
A. Local companies that have complementary services to the products you sell
B. Phone numbers that customers have requested in the past, such as a taxi service
C. Information about companies you recommend, such as repair shops
D. All of the above: D. All Of The Above
7. You should match your store services with customers who will appreciate them by paying attention to each
customer's unique needs and interests.
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5
, customer service Pre Test #2
A. True
B. False: A. True
8. When working with customers with disabilities be sure to take your time, be patient, and:
A. Speak loudly, using a lot of hand gestures
B. Let the customer help you understand his needs
C. When you can, make decisions for the customer: B. Let the customer help you understand his needs
9. When customers request any of the service "extras" your store offers:
A. Tell them they'll have to contact Customer Service for further information
B. Make a note in your client record system so you can provide more person- alized service when those
customers return in the future
C. Tell them they'll have to wait until you finish with the other customers in your area before you can give them
that amount of time: B. Make a note in your client record system so you can provide more personalized service when
those customers return in the future
10.. What portion of the general population may have disabilities which are not obvious and may be difficult
to perceive?
A. One-third
B. Two-thirds
C. One-fourth: B. Two-thirds
11.You should allow customers with disabilities to express their own needs and limits; your job is to
accommodate those needs and make shopping a positive experience.
A. True
B. False: A. True
12.Your manager should warn you in advance if you will be giving service to a customer with significant
disabilities.
A. True
B. False: B. False
13.If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card
attached.
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5
