Customer Service Pre Test #4
1. . Any personal information a customer gives you becomes public knowl- edge and you may share it with
other sales associates.
A. True
B. False: B. False
2. English: English
3. Customer follow-up is always a good idea, now matter what the situation or who the customer.
A. True
B. False: A. True
4. . If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on
time and in good condition and:
A. That the delivery people were courteous and careful
B. If the customer really liked the deal you gave him
C. If the customer has any friends that might like the item: A. That the delivery people were courteous and careful
5. You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them.
A. True
B. False: True
6. . If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure you contact
the customer on the first try.
A. True
B. False: False
7. Which of the following items would NOT be an appropriate finishing touch to your service?
A. Call the customer to make sure he is satisfied with his purchase
B. Send a handwritten note thanking the customer for his business
C. Send a postcard thanking a customer for letting you help him select a gift for his wife
D. Give the customer your business card & encourage him to return to the store
E. Remember the customer's name and use it when he comes in again: C. Send a postcard thanking a customer for
letting you help him select a gift for his wife
8. Which of the following are appropriate reasons for following up with a customer?
1/
6
, Customer Service Pre Test #4
A. You are curious whether a gift your customer purchased was well received
B. You want to know why a customer did not make it in for a special sale
C. You finally located an item the customer asked for a while back
D. You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now: C.
You finally located an item the customer asked for a while back
9. Keeping records about customer preferences:
A. Will make customers suspicious of your ability to remember details
B. Requires an expensive computer system
C. Can help you provide more personalized service to returning customers: C. Can help you provide more
personalized service to returning customers
10.. In your client record system, you should record:
A. Customer purchases
B. Customer interests
C. Follow-up activities
D. All of the above: D. All of the above
11.. Which of the following statements best describes why a client record system is called a "living"
record?
A. It should be accessible to anyone who wants to read it
B. You should constantly refer to it and update it with new information
C. You will spend more time maintaining your records than you do actually serving customers: B. You should
constantly refer to it and update it with new information
12.. You should record basic information that allows you to stay in touch with customers and specific
information that reminds you of their purchases and preferences.
A. True
B. False: A. True
13.. Your business card or the sales receipt is a good place to make notes for a customer regarding:
A. Your work schedule so the customer can contact you in the future
B. The date a special order is due
C. An upcoming sale
2/
6
1. . Any personal information a customer gives you becomes public knowl- edge and you may share it with
other sales associates.
A. True
B. False: B. False
2. English: English
3. Customer follow-up is always a good idea, now matter what the situation or who the customer.
A. True
B. False: A. True
4. . If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on
time and in good condition and:
A. That the delivery people were courteous and careful
B. If the customer really liked the deal you gave him
C. If the customer has any friends that might like the item: A. That the delivery people were courteous and careful
5. You should keep your client records up-to-date and notify customers of merchandise you know is of
interest to them.
A. True
B. False: True
6. . If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure you contact
the customer on the first try.
A. True
B. False: False
7. Which of the following items would NOT be an appropriate finishing touch to your service?
A. Call the customer to make sure he is satisfied with his purchase
B. Send a handwritten note thanking the customer for his business
C. Send a postcard thanking a customer for letting you help him select a gift for his wife
D. Give the customer your business card & encourage him to return to the store
E. Remember the customer's name and use it when he comes in again: C. Send a postcard thanking a customer for
letting you help him select a gift for his wife
8. Which of the following are appropriate reasons for following up with a customer?
1/
6
, Customer Service Pre Test #4
A. You are curious whether a gift your customer purchased was well received
B. You want to know why a customer did not make it in for a special sale
C. You finally located an item the customer asked for a while back
D. You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now: C.
You finally located an item the customer asked for a while back
9. Keeping records about customer preferences:
A. Will make customers suspicious of your ability to remember details
B. Requires an expensive computer system
C. Can help you provide more personalized service to returning customers: C. Can help you provide more
personalized service to returning customers
10.. In your client record system, you should record:
A. Customer purchases
B. Customer interests
C. Follow-up activities
D. All of the above: D. All of the above
11.. Which of the following statements best describes why a client record system is called a "living"
record?
A. It should be accessible to anyone who wants to read it
B. You should constantly refer to it and update it with new information
C. You will spend more time maintaining your records than you do actually serving customers: B. You should
constantly refer to it and update it with new information
12.. You should record basic information that allows you to stay in touch with customers and specific
information that reminds you of their purchases and preferences.
A. True
B. False: A. True
13.. Your business card or the sales receipt is a good place to make notes for a customer regarding:
A. Your work schedule so the customer can contact you in the future
B. The date a special order is due
C. An upcoming sale
2/
6
