Customer Service-Study Guide

Question 1

What percentage of department and specialty store purchases are on credit?

Answer 1

3%

Question 2

What is the last thing the customer will experience before leaving the store?

Answer 2

A Unique Experience

Question 3

_________ percent of our message is communicated through body language.

Answer 3

60-80%

Question 4

Occurs when the customer will ask questions or make statements that signal they are ready to make a purchase?

Answer 4

Nodding their head, The customer starts repeating a benefit statement, The customer asks for the price, The customer says yes.

Question 5

All of the following are part of the SMART goal system except:
Specific b.) Maximize c.) Achievable d.) Result-oriented

Answer 5

B

Question 6

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

Answer 6

D

Question 7

Which of the eight primary elements of body language is a major source of expression?

Answer 7

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.

Question 8

What is the most frustrating for sales associates and their customers?

Answer 8

Transaction Returns

Question 9

You should always ask your customer for their business card so that you can have their contact information. True/False

Answer 9

T

Question 10

Follow-up is necessary for all purchases. True/False

Answer 10

F

Question 11

You will be a true professional sales associate when you can recognize when an item is not right for the customer. True/False

Answer 11

T

Question 12

Credit cards are issued by the customer’s bank. True/False

Answer 12

F

Question 13

You should not worry about whether a purchase matches the customer’s needs. Your job is to sale merchandise. True/False

Answer 13

F

Question 14

When a customer pays with a $50 or $100 bill where should you place it?

Answer 14

Under the Drawer

Question 15

Fidgeting can be considered to be a sign of nervousness. True/False

Answer 15

T

Question 16

Where you should you place the customers change when counting it back to them?

Answer 16

in their hand

Question 17

If you received counterfeit money, what two things should you write in the border of the bill?

Answer 17

Write your initials and date in the white border area of the suspected counterfeit note. Do not handle the counterfeit note

Question 18

Credit card purchases can be denied for a variety of reasons. Name two of those reasons.

Answer 18

Fraudulent Purchases, An Expired Card

Question 19

During a cash transaction, where should you place the cash while giving change?

Answer 19

On the edge of the drawer

Question 20

What are the four steps in the sales process?

Answer 20

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.