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Customer Service Review
Test Description: Customer Service Review #1
Instructions: Answer all questions to get your test result.
1) Which of the following examples BEST represents cross-selling?
A
Showing the customer a matching scarf and gloves when the customer purchases a winter coat.
B
Mentoring the sale on athletic shoes when a customer purchases a pair of dress shoes
C
Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas
D
Discussing the benefits of different brands when a customer is purchasing a computer.
2) What is the most effective way to determine a customer's price range for an item?
A
Expect that if the customer like the quality; price will not be an issue.
B
Listen closely to the customers responses to questions regarding price
C
Ask how much of weekly income the customer can spend on the product
D
Watch the customers body language when showing the customer a price tag
3) Which of the following BEST defines a guarantee?
A
Coverage of the defects described in the information provided by the manufacturer
B
Certificate insuring that a product has been properly inspected by the manufacturer
C
Agreement that the manufacturer will be responsible for any defect in a product will replace or repair a product that is de
D
Service contract that covers products beyond the time frame or conditions stated by the manufacturer
4) Which is the BEST way to exhibit the features benefits of an item?
A
Relate product features to the customer’s needs in a “so that you can” statement.
B
Share personal experiences about using the product say it works well.
C
Communicate the technical specification about the product such as weight materials.
D
Ask the customer to read the product labels tags.
5) What is the BEST way for a sales associate to inform customers of the stores frequent shopper program?
A
Call potential customers to inform them of the program and to offer to get then starting earning awards
B
Explain the program upon customer inquiry
C
Call potential customers to inform them of the program
D
Tell customers about it during the sales transaction.
6) If the store does not offer the particular product the customer is looking for to use this weekend for a party they are hosting, your FIRST option should always be to
A
Immediately refer him to a competitor
B
Inform him of the drawbacks of the product he is seeking
C
Suggest alternatives that your store does carry
D
Offer to special order the item.
7) If the store does not offer the specific one of a kind particular product the customer is looking for, your FIRST option should always be to
A
Inform him of the drawbacks of the product he is seeking
B
Offer to special order the item.
C
Suggest alternatives that your store does carry
D
Convince the customer he doesn’t need it anyway
8) A customer is ready trying dresses on. A sales associate may assist by
A
Asking how much the customer plans on spending
B
Offering 2 sizes stating each brand varies
C
None of the choices are correct
D
Asking what size the customer wants in the locker room
9) The BEST way to sell a new pizza at a bulk discount store (like SAM’s) is
A
Give personal discounts
B
Product comparison
C
Taste test
D
Make homemade coupons
10) When is the BEST time to tell a customer about a product warranty?
A
After the customer has left the store
B
at beginning of sales process when discussing benefits.
C
When the sale is complete
D
During check out process
11) What is a REBATE and when does the customer receive it?
A
When the customer returns the item with the receipt
B
When the customer returns the item with the receipt
C
After the customer mails in the receipt, he/she will receive money in the mail.
D
During check out
12) What is the term for when a store meets a competitor’s advertisement price?
A
Advertisement
B
Product guarantee
C
Discounting
D
Price matching
*select an answer for all questions
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