Quality Service
The basics
Open and close-ended questions
Upselling and cross-selling
Smart Goals
100

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? 

100

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?

100

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?

100

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?

100

What does the S stand for in SMART goals?

A) Smart

B) Specific 

C) Safe

D) Smart

What is specific?

200

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."

200

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?

200

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?

200

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?

200

What does the M stand for in SMART goals?

A) Measurable

B) Mindful

C) Mature

D) Motivated

What is measurable?

300

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? 

300

What kinds of things does a manufacture produce?

A) Raw Materials

B) Fossill fuels

C) Services

D) Finished Products

What is finished products?

300

Is "What brought you into the store today" an open or closed-ended question?

What is open-ended?

300

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?

300

What does the A stand for in SMART goals?

A)  Achievable

B) Agreeable

C) Adaptable

D) Attentive

What is achievable?

400

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?

400

The majortiy of reatailers are:

A) Independendently owned

B) Corporations

C) Franchises

D) Online only

What is independently owned?

400

Is "Can I help you today" an open or close-ended question?

What is close-ended question?

400

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?

400

What does the R stand for in SMART goals?

A) Reliable

B) Rapid

C) Reasonable 

D) Results-Oriented 

What is Result-Oriented?

500

 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?

500

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?

500

Is "What features are you looking for in the product" an open or close ended question?

What is open-ended?

500

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? 

500

What does the T stand for in SMART goals?

A) Thoughtful

B) Tough 

C) Time-Based

D) Trustworthy

What is time- based?