Greeting Customers
Give one example of an open-ended question
Any examples work as long as it is not yes or no questions.
What's the best way for a sales associate to become familiar with a store's products and services?
Attend all company-provided training
or
Try the product out for themselves
An employee is at the cash register helping a frustrated customer who is starting to make threats. What should the employee do?
Call a manager or security.
A product’s barcode cannot be scanned and there is no price tag on the item. What should the cashier do FIRST?
Manually enter the code.
Why is it important for a business to follow up with customers after a purchase or service?
It helps the business identify customer needs and build stronger relationships.
How would you describe what a product demonstration is and why it’s important?
A. A method to increase customer traffic in the store
B. An opportunity for the customer to compare your price to competitor prices
C. An opportunity for the associate to learn about selling merchandise
D. An opportunity to provide a full understanding of all the relevant features of the product.
D. An opportunity to provide a full understanding of all the relevant features of the product
Your ultimate goal as a sales associate is to:
Satisfy the customer
Why is being a knowledgeable sales associate a KEY component of providing an exceptional customer experience?
It improves the sales associate's confidence and level of customer service by having increased product knowledge
Why should a store allow a customer to return or exchange a purchased item, as long as the transactions is within store policy ?
Accepting returns or exchanges lowers the possibility of losing a dissatisfied customer customer forever.
Helps retain customers
Why should sales associates explain the return policy before closing the transaction?
To avoid any confusion
To avoid future conflict
Why should retailers welcome customer's feedback
To make improvements
An experienced stylist sees a new shampoo person about to use a certain conditioner on a customer. The stylist knows the customer is allergic to that conditioner. What should the stylist do?
A. Move quickly to the shampoo area and offer to finish with the customer
B. Speak to the shampoo person before he uses the conditioner on the customer
C.Ask the customer if the shampoo person was told about the allergy
D. Tell the shampoo person not to use the conditioner on the customer's hair again
B. Speak to the shampoo person before he uses the conditioner on the customer
The customer’s current television broke the week before the Super Bowl. The customer is supposed to have a Super Bowl party and needs a new TV so the guests can watch the big game. Which phase of the customer life cycle does this example best represent?
Phase 1-Customer has a want or need
An associate in an electronics store is helping a customer with a grandchild buy some headphones. The customer would like a demonstration of a particular set. What should the associate do?
Provide the customers with a hands-on demonstration
A customer service representative in a bridal shop helped a customer choose her wedding dress. The customer had alterations made to her dress. Two weeks later, she called to complain that the dress is still too long. What should the representative do first?
Apologize show empathy and ask that she come in to meet with Alterations.
What is the term for the number of transactions processed, not the dollar value or total number of items within all sales?
Total Transactions
As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the BEST course of action?
Stop, greet your teammate, and ask if you can be of service
Which of the following would be the BEST way for sales associates to demonstrate the benefits of cosmetic products?
A. Convince the customer to buy the product based on how wonderful the product is in TV commercials.
B. Personally use the products to develop a personal opinion about the product.
C. Provide small samples for customers to take home
D. Tell the customer that the product is the hottest-selling product on the market and that supplies are limited.
C. Provide small samples of customers to take home.
It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
Greet the customer and make him feel welcome
A sales associate completes an online training class for a store’s new phone, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?
Review the online class again
How is a complaint about a product that is still under warranty best resolved?
Discuss your company’s policy regarding warranties as well as the terms of the manufacturer's warranty
Let's say your total sale hours for the week were $3000 and you totaled 32 hours this week. What are your approximate sales per hour?
$94.00
A customer buys a backpack for $30.00. The sales tax rate is 10%.What is the total cost including tax?
$27
Once you’ve helped a customer find the products and services that meet their needs and overcome any objections, what transition statements would be best to use so now close the sale?
A. "Are you ready to buy this "
B. "You’ve chosen an awesome gift! Would you like to have it wrapped"
C. "You are ready to check out, right?"
D. "You are ready to check out, right?"
B. "You’ve chosen an awesome gift! Would you like to have it wrapped"
While an associate is working at the service desk, an upset customer approaches with an item to return. What should the sales associate do?
Listen to the customer tell his or her story and then identify the customer's needs.
A customer wants a style of women's jeans that is out of stock in her desired color. What is the associate's BEST response
Ask the customer if she wants her preferred color jeans to her house
A customer service representative in Credit Services takes a call from an angry customer. The customer was charged three times for the same transaction. What should the customer service representative do ?
Listen, empathize and fix the problem
What is the sales technique used to get a customer to spend more by purchasing a product that’s related to what’s being bought already?
Cross-selling
Let's say your total sale hours for the week were $3000 and you totaled 32 hours this week. What are your approximate sales per hour?
$94
A customer comes in with a broken shoe. The sales associate’s BEST response is
A. What can I do to make it right?
B. Was your foot too big for that size?
C. How did you break it?
D. Was it satisfactory before?
A. What can I do to make it right?
What customer expectation is the following an example of?-I brought back a bracelet I bought from this store that broke within a week after purchasing it. I was pleased that the customer representative understood and was able to resolve this by replacing the bracelet with a new one.
Solve my problem
What BEST defines a guarantee?
Agreement that the manufacturer will be responsible for any defects in a product and will replace or repair a defective product
A customer places an order over the Internet for a bouquet for Valentine's Day. When the bouquet arrives a day late and wilted, the angry customer calls the internet source to complain. How should the associate respond?
Apologize, show empathy and ask that she come in to meet with Alterations.
After a delivery is made to a customer, the sales associate should
Follow up with a call
What does exam letter in the acronym SMART stands for
S-Specific M-Mesurable A- Achievable
R-Relevant T-Time based
A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago & that the lights on the truck do not work. Which of these should the associate say FIRST?
A. “Are you sure that you bought the truck at this store? Do you have your receipt, please?”
B. “With this kind of toy, it’s always best to check the batteries first. Let me check them for you.”
C. “We’ve never had any complaints about the truck before. What do you think your son did to it?”
D. “We’ve had a lot of complaints about the truck. You might want to contact the manufacturer.”
B. “With this kind of toy, it’s always best to check the batteries first. Let me check them for you.”