Customer Service & Sales
at checkout 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
What question should sales associates ask themselves when studying competitors' products and services?
"Why should I buy my own company's product or service over a competitor's?"
Other than company and manufacturers brochures, which resources are best to help sales associates stay current on products and services?
Informational videos, company websites, and sales flyers.
Which is the BEST way to communicate the benefits of a product?
Share personal experiences about using the product.
What is the FIRST step a sales associate should take if the store does not offer the product a customer wants?
Suggest comparable alternatives.
Which of the following reasons BEST represents why sales associates should actively participate in company provided training?
To learn new skills and knowledge used to provide exceptional customer service.
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.
Which is the BEST reason for a sales associate to know the store's promotions and advertising?
To answer customers' questions about price and location of sale items.
A customer on the telephone says she is unhappy with your store's return policy. In order to turn the situation around, which of the following should you do FIRST?
Listen actively to what the customer says to understand her complaint.
A customer comes into a store to return an item that was purchased online. The customer states that the wrong item was received. The sales associate helping the customer has never dealt with this issue before. Which is the BEST action the associate can take to resolve the problem?
Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item.
Why is it important that sales associates understand written and multimedia materials that are provided by the company, the manufacturer, and the supplier?
It helps the associate clearly and accurately provide customers with answers to questions on products.
A customer is looking for the right food for his dog, who has quit eating his regular brand. The customer does not have a lot of time to shop. What should the sales associate do to make the BEST use of the limited time?
Select a popular store brand and offer to ring him up to save time.
The bank where you work as a teller has just been taken over by one of your competitors who has some different services from those you are familiar with. What would be the BEST way to learn about the new services?
Look on the new company website where they list the features of their services.
A customer approaches a sales associate at a sporting goods store for help with purchasing a golf driver. The customer wants to be sure that the driver fits his height and price range. What approach should the sales associate take to ensure that the customer buys the correct golf driver?
Ask questions and observe the customer.
A mother purchased a new softball bat for her daughter, who is playing softball for the first time. The bat that the sales associate recommended was too heavy. The mother is now returning the bat. What is the BEST course of action for the customer service representative?
Apologize, accept the bat, and offer to help the mother find the proper size bat for her daughter.
A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to have the legs. When the customer returns to pick the pants up, the legs are too short. The customer tells the sales associate "This will never do. I can't wear them like this. You're going to have to change the hem." How should the sales associate respond?
Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.
A customer walks into a gift shop 15 minutes before it is scheduled to close. The sales associate needs to leave right after closing for an appointment as the sales associate. What is the BEST way to address the customer?
Greet the customer and ask how you may help him or her.
An associate tells a customer to pick up their store assembled bicycle at 3:00 PM. The customer arrives at the store at 3:30 PM and the associate is in the middle of helping another family purchase bicycles. What should the associate do?
Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.
A sales associate was asked to demonstrate several digital cameras to a family interested in purchasing one. However, during the demonstration, many of the cameras did not work and the associate lost the potential sale. What should the sales associate have done FIRST before demonstrating the cameras?
Ensured all of the cameras had charged batteries and were in working order.
A small business owner explains to a sales associate that the business has grown faster than expected and says that a new computer is needed to handle several expanded business functions. The customer begins looking at a few low-cost computers. However, after interacting with the customer, the associate concludes that a more expensive computer would better meet the needs of the business and allow for future growth. Which is the BEST strategy for the associate to use when providing this recommendation to the customer?
Explain that the features and long-term benefits of the more expensive computer will save money and allow for future growth.
A representative from a popular cosmetics company is coming in to demonstrate makeup applications. The sales associate attended the last product demonstration and is very familiar with how to use them. Why should the sales associate attend this demonstration again?
To be better able to answer customers questions about the product.
In order to understand the customer's reasons for buying and to find out which product is appropriate for her, which of the following is the BEST way to gather information from the customer?
Ask questions that make the customer share her needs and help her make choices and take action.
A customer is looking into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer hesitantly states "I really like the clean look of a white sofa, but I'm afraid it will be quickly soiled by my children and dogs." Which of the following is the sales associate's best response to help the customer make a good decision?
"May I show you some of the washable slip covers available for the sofa?"
A customer comes into a store looking for a new television. The customer is requesting ABC brand, which is one of the most expensive in your store. The customer has no experience with the other brands you carry but is concerned about the price of ABC brand. What would be the BEST action to take?
Explain that the store carries other brands that are comparable to ABC but priced lower.