
Get to Know Your Customer
Quiz by Bernice Broussard
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25 questions
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- Q1It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should:Greet the customer and make him feel welcomeTidy up the product display before showing it to the customer.Find your sale book and get it ready for your next sale.Make sure your clothes are neat and you look professional30s
- Q2A new customer comes into your department, but you are helping another customer. You should:Let the new customer wait his turn until you have completed your current sale.Focus all your attention on your current customer.Help the customer who looks like he will spend the most money.Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him.30s
- 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 you.Behaving in an alert and courteous manner30s
- Q4A good reason for creating an opening for discussion is to:Break down the customer's sales resistanceConvince the customer how much you know about the product.Get to know what the customer wants30s
- Q5The best way to talk to a new customer is to:Interact as if you are old friends.Convince her that you know hat is best for her to buy.Flatter her--tell her she has taste and looks great.Match what you say and your tone of voice to her personalty30s
- 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; and:Indicating that based on your professional product knowledge , you feel his purchases are worthwhile.Stating that the products in your store are far better than those in other stores.Suggesting that he buy "top of the line" products30s
- Q7The customer has said "No thank you" when you offered your help. You should back off for the time being, but remain alert for a sign that you are needed.FalseTrue30s
- Q8If 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 concentrate.showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on.Telling any children to behave themselves while their parent makes this important decision30s
- Q9The best way to create customer loyalty is to listen carefully, respond to the customer's needs, and give good information.FalseTrue30s
- Q10As a customer service professional, the best way for you to remember your regular customers' interests is to keep a written record of the vital information.FalseTrue30s
- Q11According to market research, what percentage of customers are likely to spend more if the sale associate is helpful:43%45%50%25%30s
- Q12If a customer walks directly to an item, this many indicate that he:Just wants to look at the item and has no interest in buyingKnows what he wants and would probably appreciate quick, efficient serviceIs looking for the least expensive brandIs in a hurry and doesn't want any attention from you30s
- Q13Your ultimate goal as a sales associate is to:Satisfy the customerMeet your quota each monthProvide service to as many customers as you can30s
- Q14You can best determine the customer's needs by gathering information through careful observation and by:Asking the customer thoughtful questionsTelling the customer everything you know about your products.Deciding the type of products you think the customer should buy30s
- Q15To keep the lines of communication open, the best question to ask:Begin with who, what, where, when, how, or whyAre ones that are able to direct a customer to a decisionAre ones that can be quickly answered with a "yes" or a "no"Are direct and to the point30s