Questions 1
Which form of nonverbal communication is appropriate to use when greeting a customer? A. Pointing. B. Nodding. C. Smiling. D. Winking.
What is 'smiling'?
The practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words. Chapter 2, Pg. 76
What is active listening?
Which of the following is the BEST way to explain features and benefits of a product to a customer?
A. Display the product.
B. Talk about the product.
C. Show the product in action.
D. List the warranties and functions.
What is show the product in action?
Conscious or unconscious gestures and movements that express
intentions. These are a key form of nonverbal communication. Chapter 4, Pg. 131
What is body language cues?
What is the goal of loss prevention?
A. Cut profit.
B. Reduce profit.
C. Preserve profit.
D. Decrease profit.
What is preserve profit?
While demonstrating a new blender, a sales associate showcases the product's ability to make smoothies using a specific setting. What product does the setting show?
What is function?
An extension of the company brand that reflects the benefit of doing business with them—for example, providing quality customer service. Chapter 1, Pg. 50
What is brand promise?
A store's telephone service center is busy. A customer has been on hold and is impatient when the customer service representative answers the phone to take the order. After apologizing, what should the customer service representative do?
A. Explain the reason for the delay.
B. Ask for the customer's order number.
C. Offer to discount the customer's order.
D. Ask how he or she can help the customer.
What is 'D'?
The collective group of customers that are served by a specific retailer, when considered in total. Chapter 4, Pg. 146
What is clientele?
What is the second step in the customer loyalty life cycle?
A. The customer has a want or need.
B. The customer has a good customer service experience and purchases from the retailer again.
C. The customer likes or does not like their store or online experience.
D. The customer considers different purchase options.
A customer is looking at televisions. What is the BEST question for the associate to ask the customer? A. Is this for you, or is it a gift? B. What features are important to you? C. Are you looking for anything special? D. May I show you some televisions that just arrived?
What is 'What features are important to you?'
Questions that aim to get you a short or yes/no answer. These are
useful to limit the scope of a conversation, to confirm a specific response, or to close the sale. Closed-ended questions often begin with words such as: will, can, may, are and do. Chapter 2, Pg. 74
What is closed ended questions?
An employee notices a potential safety hazard near a pallet of flammable materials on the loading dock. What should the employee do? A. Run to get the supervisor. B. Take immediate steps to safely address the hazard. C. Ignore it because it doesn't seem serious. D. Investigate who caused it and report the incident to security.
What is 'B'?
A shopper who spends a lot of time checking out products and prices
through online sites, visiting different stores, comparing retailer ads and/or getting the opinions of others either personally or through social media. Chapter 1, Pg. 36
What is comparison shopper?
A customer places an order over the internet for a bouquet of flowers for Valentine's Day. When the bouquet arrives a day late and wilted, the angry customer calls to complain. How should the associate respond?
A. Apologize and send out another, larger bouquet at no charge.
B. Send the customer a coupon for a discount on a future purchase.
C. Apologize and offer to either refund the customer's money or send out another bouquet at no charge.
D. Apologize and say it is too bad that Valentine's Day is over since all of the Valentine's Day flowers have been sold.
What is 'C'?
What is the FIRST step a sales associate should take if the store does not offer the product a customer wants? A. Offer to special-order the item. B. Suggest comparable alternatives. C. Call the supervisor for assistance. D. Refer the customer to a competitor.
What is 'suggest comparable alternatives'?
1) Recognize a need. 2) Search for information. 3)
Evaluate alternatives. 4) Purchase. 5) Review decision and experience. Chapter 1, Pg. 4
What is Five-stage decision-making process?
When getting a massage at a spa, the receptionist states how long the treatment will be, how much it will cost, and what products will be used. What are these details called? A. Add-ons. B. Benefits. C. Features. D. Hot buttons.
What is features?
The help, information and recommendations that company
representatives give to people who explore or buy its products and/or services. Chapter 1, Pg. 52
What is customer service?
When a service failure occurs, how can effective service recovery strategies enhance customer satisfaction?
A. Redesign the store's product displays.
B. Implement new promotional strategies.
C. Address the issue to offer appropriate solutions.
D. Enhance the training of all customer service staff.
What is address the issue?
What is the MOST important reason to inform customers about returns, service plans, product warranties and gurantees?
A. It is required by law that customers are informed about product warranties, return policies and service plans.
B. Customers deserve to have all the information they need to make the best decision about their purchase.
C. Return policies and warranties are put in place to protect the store from fraud, so customers must be informed about them.
D. If customers are not told about these policies and options, they often return to the store upset when something goes wrong.
What is 'customers deserve to have all the information'?
What is the BEST way to resolve a customer's complaint?
A. Actively listen to the complaint, ask questions, and let the customer have input into the solution.
B. Ask the manager to handle the situation so the customer feels like a priority regardless of the outcome.
C. Apologize to the customer that the merchandise didn't work out and refund the cost according to store policy.
D. Figure out how to make the customer happy before they get angry and the store loses the customer's business.
What is activiely listen, ask questions, and let the customer have input?
What term describes a situation where a sales associate locates an out-of-stock item within the company and ships it directly to the customer? A. Manufacturer. B. Customer service. C. Multichannel retailing. D. Omnichannel retailing.
What is 'omnichannel retailing'?
Typically a single store or a small, regional chain, these retailers are able to tailor their offerings to meet the needs of local customers. Chapter 1, Pg. 22
What is independent retailer?
What is the term for the number of items within a transaction?
A. Sales per hour.
B. Average sale total.
C. Units per transaction.
D. Total transaction amount.
What is units per transaction?