What Is It?
Acronyms
What To Do?
Say What???
You Will Pay For This!
100
It outlines the rules of what a manufacturer will and will not cover if a product is damaged.
What is manufacturer's warranty?
100
What does S.A.M. stand for?
What is Suggest Additional Merchandise?
100
A customer is hearing impaired. How might you communicate with him/her?
What is writing, pointing, sign language or lip reading?
100
How are you today is a dead end question? True or False?
What is False.
100
What are the 4 major credit card companyies?
What is American Express, Discover, Visa and Master Card
200
You might need to send this in to the manufacturer in order to receive the benefits of your warranty.
What is a warranty card?
200
What does T.H.A.N.K. stand for? When do you use it?
What is Thank, Hear, Apologize, Need (information) and Know. When a customer complains.
200
A customer is buying a dress for a special occasion, but does not want to tell you her dress size. How can you find out this information?
What is wait for her to offer the information, or select a few different sizes for her to try on.
200
Turn the following statement into an open ended question: Do you have a certain color on mind?
What is "What colors do you have in mind?"
200
Using a debit card is the same as using...
What is a check
300
This will determine whether a customer can get their money back in an item is returned after it has been used.
What is a return policy.
300
What does S.O.L.D. stand for? When would you use it?
What is So which will it be? Once In A Blue Moon! Looks like a perfect match? Don't Keep Drilling Once You've Struck Oil! When you are trying to determine whether a customer is ready to buy.
300
A customer is browsing the store, but keeps returning to one specific item. He picks it up and looks it over, but each time he comes across the price tag he puts it down. What seems to be the customer's concern, and how can you best accommodate them?
What is the price, and offer alternatives that are similar in quality and features, but lower in price.
300
A customer is extremely angry about a bookcase he purchased at your store. When he placed heavy text books on the top shelf, it broke! How do you respond to this customer's anger?
What is apologize, say that you understand, and offer an option such as a return/refund or exchange.
300
A customer orders a sweatshirt online for $19.99. The shipping will cost him $5.99. He will also have to pay a 6% sales tax because he lives in the same state as the retailer. How much will the customer pay?
What is 27.15
400
This will provide information about the materials the product is made of.
What is a product label.
400
What are G.R.E.A.T. telephone techniques?
What is Greet, Respond, Explain, Ask (for the sale), and Thank
400
You are helping a customer pick out an expensive pair of shoes when the business phone starts to ring. You excuse yourself to answer it, and the customer on the phone asks about the availability of a certain item. What do you do next?
What is politely ask to put the customer on hold while you check or call them back as soon as you have the chance or the answer.
400
A customer is buying a hat at your store but wants it personalized. your store does not offer such services. What can you do to satisfy the customer and build a strong relationship?
What is suggest another retailer who does offer the service, and provide them with contact information if possible.
400
A Travelor's Check must be signed by the customer twice. Where are these two locations?
What is the bank and the cash register.
500
what are the three types of information required on the label of clothing and furnishings?
What is Country of Origin, Fiber Content and Care Instructions?
500
What is an EAS? What does it stand for?
What is a security device? Electric Article Surveillance.
500
A customer is looking for an item that you do not currently have in stock. What is the correct procedure to help this customer?
What is call a sister store. If they do not have it, call the manufacturer. If they do not have it, or cannot ship it soon enough, call a competitor.
500
A customer has picked out a nice selection of candles, and you know that there is a matching room spray. What do you say to suggest additional merchandise, while not sounding too pushy?
What is "These candles smell wonderful! Have you tried the room spray? I've heard it's really great too!
500
A customer has purchased a couch for $500.00. The financing agreement states that the couch is interest free for 6 months, and after that, the customer will have to pay an additional 5% per month. How much will the customer save if they pay off the couch in 6 months?
What is $150.00
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