Customer Service-Study Guide Flashcards
What percentage of department and specialty store purchases are on credit?
3%
What is the last thing the customer will experience before leaving the store?
A Unique Experience
_________ percent of our message is communicated through body language.
60-80%
Occurs when the customer will ask questions or make statements that signal they are ready to make a purchase?
Nodding their head, The customer starts repeating a benefit statement, The customer asks for the price, The customer says yes.
All of the following are part of the SMART goal system except:
Specific b.) Maximize c.) Achievable d.) Result-oriented
B
Touch is one of the eight primary elements of body language. Touch can be divided four ways. Which is not an element of touch?
Friendship b.) professional c.) social d.) public
D
Which of the eight primary elements of body language is a major source of expression?
Facial expressions. The human face is extremely expressive, able to convey countless emotions without saying a word, Body movement and posture, Gestures, Eye contact, Touch, Space, Voice, Pay attention to inconsistencies.
What is the most frustrating for sales associates and their customers?
Transaction Returns
You should always ask your customer for their business card so that you can have their contact information. True/False
T
Follow-up is necessary for all purchases. True/False
F
You will be a true professional sales associate when you can recognize when an item is not right for the customer. True/False
T
Credit cards are issued by the customer’s bank. True/False
F
You should not worry about whether a purchase matches the customer’s needs. Your job is to sale merchandise. True/False
F
When a customer pays with a $50 or $100 bill where should you place it?
Under the Drawer
Fidgeting can be considered to be a sign of nervousness. True/False
T
Where you should you place the customers change when counting it back to them?
in their hand
If you received counterfeit money, what two things should you write in the border of the bill?
Write your initials and date in the white border area of the suspected counterfeit note. Do not handle the counterfeit note
Credit card purchases can be denied for a variety of reasons. Name two of those reasons.
Fraudulent Purchases, An Expired Card
During a cash transaction, where should you place the cash while giving change?
On the edge of the drawer
What are the four steps in the sales process?
Step 1: Get the prospect to commit to the process.
Step 2: Identify the prospect’s problem.
Step 3: Show prospects the solutions.
Step 4: Allow them to pick what’s naturally best for them.
