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Get to Know Your Customer

Quiz by Bernice Broussard

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25 questions
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  • Q1
    It 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 welcome
    Tidy 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 professional
    30s
  • Q2
    A 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
  • Q3
    Projecting a professional and friendly image includes:
    Dressing in expensive, professional looking clothing
    Shaking the hand of each customer
    Standing behind your cash register and waiting for the customer to come to you.
    Behaving in an alert and courteous manner
    30s
  • Q4
    A good reason for creating an opening for discussion is to:
    Break down the customer's sales resistance
    Convince the customer how much you know about the product.
    Get to know what the customer wants
    30s
  • Q5
    The 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 personalty
    30s
  • Q6
    Three 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" products
    30s
  • Q7
    The 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.
    False
    True
    30s
  • Q8
    If 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 decision
    30s
  • Q9
    The best way to create customer loyalty is to listen carefully, respond to the customer's needs, and give good information.
    False
    True
    30s
  • Q10
    As 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.
    False
    True
    30s
  • Q11
    According to market research, what percentage of customers are likely to spend more if the sale associate is helpful:
    43%
    45%
    50%
    25%
    30s
  • Q12
    If a customer walks directly to an item, this many indicate that he:
    Just wants to look at the item and has no interest in buying
    Knows what he wants and would probably appreciate quick, efficient service
    Is looking for the least expensive brand
    Is in a hurry and doesn't want any attention from you
    30s
  • Q13
    Your ultimate goal as a sales associate is to:
    Satisfy the customer
    Meet your quota each month
    Provide service to as many customers as you can
    30s
  • Q14
    You can best determine the customer's needs by gathering information through careful observation and by:
    Asking the customer thoughtful questions
    Telling the customer everything you know about your products.
    Deciding the type of products you think the customer should buy
    30s
  • Q15
    To keep the lines of communication open, the best question to ask:
    Begin with who, what, where, when, how, or why
    Are ones that are able to direct a customer to a decision
    Are ones that can be quickly answered with a "yes" or a "no"
    Are direct and to the point
    30s

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