Customer Service Review Question Preview (ID: 49186)
Customer Service Review #1.
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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) Discussing the benefits of different brands when a customer is purchasing a computer.
d) Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas
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) Ask how much of weekly income the customer can spend on the product
c) Listen closely to the customers responses to questions regarding price
d) Watch the customers body language when showing the customer a price tag
Which of the following BEST defines a guarantee?
a) Service contract that covers products beyond the time frame or conditions stated by the manufacturer
b) Coverage of the defects described in the information provided by the manufacturer
c) Certificate insuring that a product has been properly inspected by the manufacturer
d) Agreement that the manufacturer will be responsible for any defect in a product will replace or repair a product that is de
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) Ask the customer to read the product labels tags.
c) Share personal experiences about using the product say it works well.
d) Communicate the technical specification about the product such as weight materials.
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
b) Explain the program upon customer inquiry
c) Tell customers about it during the sales transaction.
d) Call potential customers to inform them of the program and to offer to get then starting earning awards
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) Suggest alternatives that your store does carry
b) Immediately refer him to a competitor
c) Inform him of the drawbacks of the product he is seeking
d) Offer to special order the item.
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) Convince the customer he doesn’t need it anyway
c) Suggest alternatives that your store does carry
d) Offer to special order the item.
A customer is ready trying dresses on. A sales associate may assist by
a) Asking what size the customer wants in the locker room
b) Asking how much the customer plans on spending
c) Offering 2 sizes stating each brand varies
d) None of the choices are correct
The BEST way to sell a new pizza at a bulk discount store (like SAM’s) is
a) Give personal discounts
b) Taste test
c) Product comparison
d) Make homemade coupons
When is the BEST time to tell a customer about a product warranty?
a) During check out process
b) at beginning of sales process when discussing benefits.
c) When the sale is complete
d) After the customer has left the store
What is a REBATE and when does the customer receive it?
a) After the customer mails in the receipt, he/she will receive money in the mail.
b) When the customer returns the item with the receipt
c) During check out
d) When the customer returns the item with the receipt
What is the term for when a store meets a competitor’s advertisement price?
a) Discounting
b) Advertisement
c) Product guarantee
d) Price matching
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