Chapter 2 - Customer Service (Part 1)
Quiz by La Quinta Beavers
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25 questions
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- Q1It is important to build relationship with your customer. In the first few seconds after the customer's arrival, you should:Greet the customer and make him feel welcomeTidy up the product display before showing it to the customerFind your sales book and get it ready for your next saleMake sure your clothes are neat and you look professional30s
- Q2A new customer comes into your department, but you are helping another customer. You should:Help the customer who looks like he will spend the most moneyAcknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with himLet the new customer wait his turn until you have completed your current saleFocus all your attention on your current customer30s
- Q3Projecting a professional and friendly image includes:Dressing in expensive, professional looking clothingShaking the hand of each customerStanding behind your cash register and waiting for the customer to come to youBehaving in an alert and courteous manner30s
- Q4A good reason for creating an opening for discussion is to:Get to know what the customer wantsBreak down the customer's sales resistanceConvince the customer how much you know about the product30s
- Q5The best way to talk to a new customer is to:Convince her that you know what is best for her to buyMatch what you say and your tone of voice to her personalityInteract as if you are old friendsFlatter her - tell her she has taste and looks great30s
- Q6Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that he is the expert; andIndicating that based on your professional product knowledge, you feel his purchases are worthwhileStating that the products in your store are far better than those in other storesSuggesting that he buy "top of the line" products30s
- Q7If the customer isn't shopping alone, you can include the rest of the party by:Suggesting that the customer might want to make this shopping decision when he is alone and can cncentrateTelling any children to behave themselves while their parent makes this important decisionShowing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on30s
- Q8If a customer walks directly to an item, this may indicate that he:Is in a hurry and doen't want any attention from youIs looking for the least expensive brandJust wants to look at the item and has no interest in buyingKnows that he wants and would probably appreciate quick, efficient service30s
- Q9Your ultimate goal as a sales associate is to:Provide service to as many customers as you canMeet your quota each monthSatisfy the customer30s
- Q10You can best determine the customer's needs by gathering information through careful observation and by:Telling the customer everything you know about your productsAsking the customer thoughtful questionDeciding the type of products you think the customer should buy30s
- Q11To keep the lines of communication open, the best question to ask:Begin with who, what, where, when, how, or whyAre direct and to the pointAre ones that are able to direct the customer to a decisionAre ones that can be quickly answered with a "yes" or "no"30s
- Q12Which of the following are examples of open-ended questions?Do you like blue or brown?Is this all for you today?What features are important to you?Can I help you?30s
- Q13When fitting the products to the customer, you should:Correct her if she tells you the wrong sizeAsk questions that will help her define the right fit30s
- Q14Which of the following phrases might be appropriate when discussing clothing size with your customer?You wear a bigger size on the bottom than on the top.You look to be about a size XX.How big are you?Have you worn this brand before? What size was most comfortable for you?30s
- Q15How would you handle a situation where a customer wants a brand that you don't carry?Convince him that your brands are betterSmile and listen politely, but don't tell him you don't have his brand; show him your items anywayTell him that he won't find anything better than what you haveGet permission from him to show the items you do have that meets his needs30s