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Chapter 4 - Selling and Service

Quiz by La Quinta Beavers

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38 questions
Show answers
  • Q1
    Customer follow-up is
    Always a good idea for the customers who spend the most money on a regular basis
    Sometimes a good idea depending on the situation
    Never a good idea
    Always a good idea, no matter what the situation
    30s
  • Q2
    If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:
    That the delivery people were courteous and careful
    If the customer has any friends that might like the item
    If the customer really liked the deal you gave him
    30s
  • Q3
    If you are making a follow-up call, it's a good idea to call
    during the dinner hour to make sure you contact the customer on the first
    their house phone and speak with their spouse
    in the morning while they are getting ready for work
    their home in the afternoon while they are at work and leave a voicemail if necessary
    30s
  • Q4
    Which of the following items would NOT be an appropriate finishing touch to your service?
    Call the customer to make sure he is satisfied with his purchase
    Send a postcard thanking a customer for letting you help select a gift for his wife
    Give the customer your business card and encourage him to return to the store
    Send a handwritten note thanking the customer for his business
    30s
  • Q5
    Which of the following are appropriate reasons for following up with a customer?
    You haven't seen the customer more personalized service to returning customers
    You finally located an item the customer asked for a while back
    You are curious whether a gift your customer purchased was well received
    You want to know why a customer did not make it in for a special sale
    30s
  • Q6
    Keeping records about customer preferences:
    Will make customers suspicious of your ability to remember details
    Can help you provide more personalized service to returning customers
    Requires an expensive computer system
    30s
  • Q7
    In your client record system, you should record:
    Follow-up activities
    Customer purchases
    All of the above
    Customer interests
    30s
  • Q8
    Which of the following statements best describes why a client record system is called a "living" record?
    It should be accessible to anyone who wants to read it
    You should constantly refer to it and update it with new information
    You will spend more time maintaining your records than you do actually serving customers
    30s
  • Q9
    Information a customer gives you
    Is not public knowledge
    Is not public knowledge but you can share if the customer allows you to share it
    Becomes public knowledge but you can only share it if the customer allows
    Becomes public knowledge and you may share it with other sales associates
    30s
  • Q10
    Your business card or the sales receipt is a good place to make notes for a customer regarding:
    An upcoming sale
    The date a special order is due
    Your work schedule so the customer can contact you in future
    All of the above
    30s
  • Q11
    If you do not have business cards, you can help the customer remember you by:
    Asking the customer for something on which to write your name and number
    Telling the customer how many sales awards you have won
    Writing "thank you" on the sales receipt and signing your name
    Using your own name often in the conversation
    30s
  • Q12
    If your company does not supply business cards, you should:
    Tell the customer that the comapny is too cheap to give you business cards
    Tell customers your name and phone number and offer them a pen to write it down
    Tell customers that they can find the store number in the phone directory
    Check to make sure creating your own will not violate company policy
    30s
  • Q13
    Which of the following is a good reason to ask customers for their business cards?
    So you can claim these customers as your own and keep co-workers from making sales to them
    To learn more about them so you can suggest items that you think they can afford
    So you can build up your client records with names of potential customers
    When customers show interest in an upcoming event and you offer to remind them
    30s
  • Q14
    Showing respect for a custmer's business card means you should:
    Put it in your purse or wallet for safe keeping
    Never write on it
    Make some comment to indicate you have read it
    30s
  • Q15
    Acting as a personal shopper:
    Can add interest and challenge to your job
    Should be avoided since it takes you away from other customers
    Does not require any special skills or talents
    30s

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