Quality Service
What is the first thing you should do when handling a customer complaint?
A) Argue with the customer.
B) Listen carefully to understand the issue.
C) Ignore the complaint and move on to the next customer.
D) Tell the customer they are wrong.
What is listen carefully to understand the issue?
Which of the following is a term for physical goods that are bought and sold?
A) Sales
B) Products
C) Pricing
D) Sales
What is Products?
Which of the following describes a type of question that cannnot reasonably be answered with yes or no?
A) a leading question
B) An open question
C) An open-ended question
D) a close-ended question
What is an open-ended question?
What is upselling?
A) To sell a customer multiple items
B) To persuade a customer to purchase a more expensive item
C) To up charge a customer
D) To give the customer a discount
What is to persuade a customer to purchase a more expensive item?
What does the S stand for in SMART goals?
A) Smart
B) Specific
C) Safe
D) Smart
What is specific?
How should you respond when you don’t know the answer to a customer’s question?
A) Make up an answer.
B) Admit you don’t know and say nothing more.
C) Say, "I’m not sure, but I will find out for you."
D) Ignore the question.
What is say, "I'm not sure, but I will find out for you."
Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
A) Gifts
B) Training
C) Services
D) Products
What is services?
Which of the following describes a type of question that is designed to elicit a yes or no answer?
A) A leading
B) An open question
C) An open-ended question
D) An closed-ended question
What is an closed-ended question?
What is cross-selling?
A) To sell a customer multiple items
B) To persuade a customer to purchase a more expensive item
C) To up charge a customer
D) To give the customer a discount
What it to sell a customer multiple items?
What does the M stand for in SMART goals?
A) Measurable
B) Mindful
C) Mature
D) Motivated
What is measurable?
A customer emails you expressing dissatisfaction with the service but doesn’t provide details. How should you reply?
A) Ignore the message until they provide specifics.
B) Respond politely, asking for more details while expressing concern.
C) Apologize and offer a discount.
D) Blame another department for the issue.
What is respond politely, asking for more details while expressing concerns?
What kinds of things does a manufacture produce?
A) Raw Materials
B) Fossill fuels
C) Services
D) Finished Products
What is finished products?
Is "What brought you into the store today" an open or closed-ended question?
What is open-ended?
If a customer was about to purchase a soccer ball, which of the following would be the best item to cross-sell?
A) A basketball
B) Soccer shorts
C) A soccer goal frame and net
D) A baseball bat
What is soccer shorts?
What does the A stand for in SMART goals?
A) Achievable
B) Agreeable
C) Adaptable
D) Attentive
What is achievable?
You discover that you’ve accidentally provided incorrect information to a customer. What is the best course of action?
A) Wait to see if they notice the mistake.
B) Immediately contact the customer, apologize, and provide the correct information.
C) Blame the error on a system issue and downplay the mistake.
D) Let your supervisor know but do not inform the customer.
What is immediately contact the customer, apologize, and provide the correct information?
The majortiy of reatailers are:
A) Independendently owned
B) Corporations
C) Franchises
D) Online only
What is independently owned?
Is "Can I help you today" an open or close-ended question?
What is close-ended question?
A customer wants to buy a Iphone 6 how could you use up upselling?
A) Show them different phone cases
B) Explain the features of the Iphone 6
C) Explain how the IPhone 13 might fit their needs more
D) Show them the Iphone 3
What is explain how the Iphone 13 might fit their needs more?
What does the R stand for in SMART goals?
A) Reliable
B) Rapid
C) Reasonable
D) Results-Oriented
What is Result-Oriented?
A customer is unhappy with a solution offered and insists on speaking to your manager, but you know your manager will offer the same response. What is the best approach?
A) Tell the customer speaking to your manager won’t change anything.
B) Transfer the customer to your manager immediately.
C) Reassure the customer that the solution is the best available, but offer to connect them with your manager for further discussion.
D) End the conversation abruptly.
What is reassure the customer that the solution is the best available, but offer to connect them with your manager for further discussion?
Which of the following is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?
A) Multichannel
B) Omnichannel
C) Intergrated Channel
D) Seamless Channel
What is Omnichannel?
Is "What features are you looking for in the product" an open or close ended question?
What is open-ended?
Is "Yes! I can absolutely show you only our top-of the-line bedroom sets" an example of
A) Cross-selling
B)Upselling
What is upselling?
What does the T stand for in SMART goals?
A) Thoughtful
B) Tough
C) Time-Based
D) Trustworthy
What is time- based?