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Assessing Customers Needs

Quiz by Allison Esack

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18 questions
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  • Q1
    A customer is reading the menu and has a confused look on his face. The server asks if everything is ok and he discovers that the customer is allergic to nuts. To make sure the customer does not have an allergic reaction, what should the server do?
    Find out if the customer has ever eaten at the restaurant before
    Offer to show the customer food labels from any questionable menu item
    Ask the customer to describe what happens when he accidentally eats nuts so the server knows when to call for help
    Bring the customer back into the kitchen to talk to the chef about recipes
    30s
  • Q2
    A customer decided to buy a television and wants the best value for her money. The associate works on commission. Which of the following should the associate do?
    Demonstrate a television that pays a high commission for the associate
    Ask another associate to help the customer decide which television best fits her needs
    Explain to the customer the features of more than one television and the costs of each
    Direct the customer to the show room to choose a television
    30s
  • Q3
    A customer enters the store carrying a shopping list. Which of the following is the BEST dialogue to help gather information for the customers needs?
    “Wow, you have a lot to buy today!”
    “Do you need help finding anything on your shopping list?”
    “I see you have a long shopping list. What can I help you find?”
    “Are you having trouble finding anything on your shopping list?”
    30s
  • Q4
    A customer seems to be browsing through your department. What would be the BEST approach to this customer?
    Welcome him and offer to serve him whenever he is ready
    Acknowledge him and show him the new items that just arrived in the store
    Leave the customer to his shopping as he seems to be doing fine on his own
    Greet him and point him towards sale merchandise
    30s
  • Q5
    A customer approaches you at the customer service desk in a department store and complains about the quality of a product she purchased a week ago. After the customer finishes explaining the problem, what should the customer service associate do FIRST?
    Call a supervisor so that the customer does not start to yell in front of other customers
    Apologize to the customer and let her know that you are sorry she has been inconvenienced
    Offer a discount on the customers next purchase to try to make the customer feel better
    Make promises of how you are going to fix the product and then follow through
    30s
  • Q6
    When trying to reach a solution to a customer’s problem, what is the FIRST thing you should do?
    Thank the customer for bringing the problem to your attention
    Apologize for the problem
    Take responsibility for the problem
    Listen and gather more information about the product
    30s
  • Q7
    You notice an elderly customer walking towards a display of washing machines. She tells you, “I just need something to wash my clothes.” Which one of the following do you think will MOST influence her choice of a machine?
    Price
    Color and size
    Wash capacity
    Ease of use
    30s
  • Q8
    Which of the following is the BEST method to use when trying to determine a customer’s price considerations for making a purchase?
    Start with the most expensive items and work your way down as necessary
    Ask the customer how much he is looking to spend and only show the customer items in that price range
    Judge the customer’s budget based on the other items in his shopping cart
    Ask questions about the quality he is interested in and his reasons for purchasing
    30s
  • Q9
    A customer calls her cell phone company and says “I’m traveling for work, and I’m having problems accessing my voicemail.” What is the FIRST thing the customer service associate should do?
    Ask the customer her name and account information so you can access her account
    Tell the customer that if she is way from home, she probably cannot access her voicemail
    Tell the customer that you will need to transfer her to another department in order to fix her voicemail
    Ask the customer if you can put her on hold while you check on the issue
    30s
  • Q10
    A customer comes into a furniture store with a piece of fabric. She sees an associate in the sofa department and tells him she wants a chair to match the sofa in her living room. What should the associate do?
    Escort her to the area where the chairs are and ask open-ended questions to clarify her needs
    Ask an associate who knows more about the choices of fabric to help the customer
    Tell her where the chairs are located and inform her about the wide variety of options available
    Tell her it will be difficult to match fabric because it appears to be several years old
    30s
  • Q11
    You are currently helping a customer in a department store. A customer calls asking for warranty information on the high definition TV she just purchased. You do not work in the electronics department. How would you handle this request?
    Recommend that she visits the company web site and look up the warranty information
    Take a message and tell her that you will have the manager from the electronics department call her back
    Tell her you are handling another customer, provide her the correct number of the electronics department, and ask her to call back
    Explain to the customer that the call was routed to the wrong department and connect her with an associate in the electronics department
    30s
  • Q12
    A customer walks into the store you are working and begins to tell you about all the items he needs. How can you BEST make sure that you have understood his requirements?
    Write down a list of his items and then ask any necessary questions to clarify his needs
    Ask him to slow down and fully explain what it is he wants
    Try to remember everything he says and then go and get what you think he needs
    Interrupt him so that you can go and get the first item he asked for
    30s
  • Q13
    When customers state objections to your selling suggestions, which of the following are they doing?
    confirming that they do not know what they want
    telling you that you are not listening
    giving you an opportunity to overcome their objections
    trying to narrow down and better understand their choices
    30s
  • Q14
    From the following options, when is the BEST time to get a manager involved with your customer?
    When you need help convincing a customer not to make a return
    If the customer approaches the counter and looks angry
    if a line is forming and you are due to go on break
    When you have not been able to resolve a problem on your own
    30s
  • Q15
    It is a busy Saturday and there is a line of customers at the counter. Several associates are at lunch, leaving the store short staffed. You are at the cash register ringing up a sale and you look up to notice a customer enter the store and appear to be looking around for assistance. Which of the following should you do?
    Let the customer at the counter know there are several associates taking lunch break at the moment
    Apologize to the new customer for being to busy and ask her to come back in half an hour
    Call to the back of the store and see if any other associates can come help you reduce the line of customers
    Briefly excuse yourself from your customer, and offer a greeting to acknowledge the customer’s presence
    30s

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