Final Exam

Question 1

It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:

a. Make sure your clothes are neat and you look professional.
b. Find your sales book and get it ready for your next sale.
c. Tidy up the product display before showing it to the customer.
d. Greet the customer and make him feel welcome.

Answer 1

d. Greet the customer and make him feel welcome.

Question 2

A new customer comes in to your department, but you are helping another customer. You should:

a. Focus all your attention on your current customer.
b. Let the new customer wait his turn until you have completed your current sale.
c. Acknowledge the new customer’s presence with eye contact and/or a brief comment that you will be right with him.
d. Help the customer who looks like he will spend the most money.

Answer 2

c. Acknowledge the new customer’s presence with eye contact and/or a brief comment that you will be right with him.

Question 3

Projecting a professional and friendly image includes:

a. Dressing in expensive, professional looking clothing.
b. Shaking the hand of each customer.
c. Behaving in an alert and courteous manner.
d. Standing behind your cash register and waiting for the customer to come to you.

Answer 3

c. Behaving in an alert and courteous manner.

Question 4

A good reason for creating an opening for discussion is to:

a. Break down the customer’s sales resistance.
b. Get to know what the customer wants.
c. Convince the customer how much you know about the product.
d. Increase your store’s sales revenue.

Answer 4

b. Get to know what the customer wants.

Question 5

The best way to talk to a new customer is to:

a. Flatter her - tell her she has taste and looks great.
b. Interact as if you are old friends.
c. Match what you say and your tone of voice to her personality.
d. Convince her that you know what i best for her to buy.

Answer 5

c. Match what you say and your tone of voice to her personality.

Question 6

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:

a. Suggesting that he buy “top of the line” products
b. Stating that the products in your store are far better than those in other stores.
c. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile.

Answer 6

c. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile.

Question 7

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.

a. True
b. False

Answer 7

a. True

Question 8

If the customer isn’t shopping alone, you can include the rest of the party by:

a. Telling any children to behave themselves while their parent makes this important decision.
b. Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate.
c. Giving other service to those in the party, such as offering a chair or a cup of refreshments.
d. Remind the customer of the kids’ zone area.

Answer 8

c. Giving other service to those in the party, such as offering a chair or a cup of refreshments.

Question 9

The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information.

a. True
b. False

Answer 9

a. True

Question 10

As a customer service professional, the best way for you to remember your regular customers’ interest is to keep a written record of vital information.

a. True
b. False

Answer 10

a. True

Question 11

According to market research, what percentage of customers is likely to spend more if the sales associate is helpful?

a. 25%
b. 32%
c. 45%
d. 55%

Answer 11

c. 45%

Question 12

If a customer walks directly to an item, this may indicate that he:

a. Knows what he wants and would probably appreciate quick, efficient service.
b. Just wants to look at the item and has no interest in buying.
c. Is in a hurry and doesn’t want any attention from you.
d. Is looking for the least expensive brand.

Answer 12

a. Knows what he wants and would probably appreciate quick, efficient service.

Question 13

Your ultimate goal as a sales associate is to:

a. Meet your quota each month.
b. Provide service to as many customers as you can.
c. Satisfy the customer.
d. Be the top sales associate in your department.

Answer 13

c. Satisfy the customer.

Question 14

You can best determine the customer’s needs by gathering information through careful observation and by:

a. Deciding the type of products you think the customer should buy.
b. Telling the customer everything you know about your products.
c. Asking the customer thoughtful questions.
d. Studying all literature on the products you sell so you can answer questions.

Answer 14

c. Asking the customer thoughtful questions.

Question 15

To keep the lines of communication open the best questions to ask:

a. Are direct and to the point.
b. Are ones that can be quickly answered with a “yes” or a “no”.
c. Begin with who, what, where, when, how, or why.
d. Are ones that are able to direct the customer to a decision.
e. Are structured to save the customer’s time.

Answer 15

c. Begin with who, what, where, when, how, or why.

Question 16

Which of the following are examples of open-ended questions?

a. Can I help you?
b. What features are important to you?
c. Do you like blue or brown?
d. Is this all for you today?

Answer 16

b. What features are important to you?

Question 17

When fitting the products to the customer, you should:

a. Correct her if she tells you the wrong size.
b. Ask questions that will help her define the right fit.
c. Select the approximate size you believe that she is.
d. Wait till the customer picks out the right size.

Answer 17

b. Ask questions that will help her define the right fit.

Question 18

Which of the following phrases might be appropriate when discussing clothing size with your customer?

a. You look to be about a size XX.
b. Have you worn this brand before?
c. How big are you?
d. You wear a bigger size on the bottom than on the top.

Answer 18

b. Have you worn this brand before?

Question 19

How would you handle a situation where a customer wants a brand that you don’t carry?

a. Convince him that your brands are better.
b. Get permission from him to show the items you do have that meet his needs.
c. Tell him that he won’t find anything better than what you have.
d. Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway.
e. Tell him you don’t carry that brand then excuse yourself to serve someone else.

Answer 19

b. Get permission from him to show the items you do have that meet his needs.

Question 20

If your store does not offer the particular product or service the customer is looking for, your first option should always be to:

a. Convince the customer he doesn’t need it anyway.
b. Suggest alternatives that your store does carry.
c. Immediately refer him to a competitor.
d. Inform him of the drawbacks of the product he is seeking.

Answer 20

b. Suggest alternatives that your store does carry.

Question 21

Most customers respond favorably to the hard sell technique because it shows them your belief in the product.

a. true
b. false

Answer 21

b. false

Question 22

Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?

a. We don’t carry that specific brand, but may I suggest…
b. Is that the only brand you were interested in?
c. Is there anything else you were looking for?
d. We don’t recommend that item. May I show you a better product?
e. All of the above.

Answer 22

a. We don’t carry that specific brand, but may I suggest…

Question 23

Referring a customer to a competitor will likely result in:

a. The customer seeking you out for future needs.
b. The customer never returning to your store.
c. A lost sales opportunity for you.
d. None of the above.

Answer 23

a. The customer seeking you out for future needs.

Question 24

Creating customer loyalty is rewarding for:

a. The store.
b. The sales associate.
c. The customer.
d. All of the above.

Answer 24

d. All of the above.

Question 25

It is appropriate to call the competition to make sure they carry the item the customer is looking for.

a. True
b. False

Answer 25

a. True

Question 26

As a sales associate, you can influence a shopper’s decision to return to your store by making shopping a more enjoyable experience.

a. True
b. False

Answer 26

a. True

Question 27

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

a. An enjoyable atmosphere and super service.
b. Free coffee and doughnuts and a clean restroom.
c. Sales associates who look snazzy and take turns helping customers.
d. Good inventory and easy checkout.

Answer 27

a. An enjoyable atmosphere and super service.

Question 28

Small kindnesses to your customers may include:

a. Letting the customer make a local call to verify appropriateness or preference.
b. Consolidating many small packages into one large shopping bag.
c. Bringing merchandise to an older or disabled customer while he sits down.
d. Telling a customer about a lounge where she may tend to her baby’s needs.
e. All of the above.

Answer 28

e. All of the above.

Question 29

To assist your customers in a personal way, you should become familiar with:

a. Their relatives, special friends, and loved ones.
b. Entertainment centers and movie theaters in the district.
c. Resources in and near your store.
d. Dining and day care near your store.

Answer 29

c. Resources in and near your store.

Question 30

You should match your store services with customers who will appreciate them by paying attention to each customer’s unique needs and interests.

a. True
b. False

Answer 30

a. True

Question 31

In preparing a resource list for your customers, you should consider including:

a. Local companies that have complementary services to the products you sell.
b. Phone numbers that customers have requested in the past, such as a taxi service.
c. Information about companies you recommend, such as repair shops.
d. All of the above.

Answer 31

d. All of the above.

Question 32

When customers request any of the service “extras” your store offers:

a. Tell them they’ll have to contact Customer Service for further information.
b. Make a note in your client record system so you can provide more personalized service when those customers return in the future.
c. Tell them they’ll have to wait until you finish with the other customer in your area before you can give them that amount of time.
d. Tell them that you will call someone else to take care o them since you are busy.

Answer 32

b. Make a note in your client record system so you can provide more personalized service when those customers return in the future.

Question 33

When working with customers with disabilities be sure to take your time, be patient, and:

a. Speak loudly, using a lot of hand gestures.
b. Let the customer help you understand his needs.
c. When you can, make decisions for the customer.
d. Offer to push them around the department so they can pick out things.

Answer 33

b. Let the customer help you understand his needs.

Question 34

What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?

a. One-third
b. Two-thirds
c. One -fourth
d. One-fifth

Answer 34

b. Two-thirds

Question 35

You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.

a. True
b. False

Answer 35

a. True

Question 36

Your manager should warn you in advance if you will be giving service to a customer with significant disabilities.

a. True
b. False

Answer 36

b. False

Question 37

You should go out of your way to make customers with disabilities feel like they don’t have to do anything.

a. True
b. False

Answer 37

b. False

Question 38

You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting.

a. True
b. False

Answer 38

a. True

Question 39

To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.

a. True
b. False

Answer 39

b. False

Question 40

You should refrain from hovering, persisting, offering judgement, or treating a customer with disabilities as a child.

a. True
b. False

Answer 40

a. True

Question 41

When providing service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.

a. True
b. False

Answer 41

a. True

Question 42

Communication is important! When providing service to a person who is hearing impaired, you should:

a. Ask the customer how he would like to communicate.
b. Speak as loudly as you can, speak clearly, and stand very close to his ear while you talk.
c. Call over to your sales associates and tell them you have a disabled person to work with, would they please take care of the other customers.
d. Call the person in another department who knows some sign language to come help you.

Answer 42

a. Ask the customer how he would like to communicate.

Question 43

When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time.

a. True
b. False

Answer 43

a. True

Question 44

When balancing service between phone customers and those you may already be helping in the store, you should:

a. Tell your in-store customers that you need to get the phone and she should look around for a while.
b. Move your in-store customer over by the phone and help both customers as the same time.
c. Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone.
d. Since your customer is in the store, wait on the customer and ignore the phone until you have time.

Answer 44

c. Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone.

Question 45

If you are shipping an item, it may be appropriate to enclose a “Thank you note” with your business card attached.

a. True
b. False

Answer 45

a. True

Question 46

Turn your phone interaction into a loyal customers by:

a. Letting the customer know about sales events.
b. Mentioning services he may not be aware of.
c. Offering to ship items directly to the customer.
d. All of the above.

Answer 46

d. All of the above.

Question 47

Which of the following steps will help you keep commitments to customers?

a. Promising customers you will find the items they request.
b. Calling customers back only when you can find the requested item or information.
c. Immediately stopping whatever you are doing to take care of phone customer requests.
d. Calling customers back in a timely manner.

Answer 47

d. Calling customers back in a timely manner.

Question 48

To help build customer loyalty, you should:

a. Say what you’ll do and be very clear on what you are promising; make notes so you will remember.
b. Not risk disappointing a customer by telling him when you cannot make an exception.
c. Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices.
d. A and C

Answer 48

a. Say what you’ll do and be very clear on what you are promising; make notes so you will remember.

Question 49

You should make sure that, in your absence, other sales associates do not have access to information about your special orders.

a. True
b. False

Answer 49

b. False

Question 50

By becoming an expert at special orders, you may benefit by:

a. Learning more about the products you sell.
b. Learning more about customer needs and interests.
c. Getting to know people in other departments.
d. All of the above.

Answer 50

d. All of the above.

Question 51

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

a. A cup of coffee.
b. Service with a smile.
c. An excuse for the product’s failure.
d. Give them a new one of the same product.

Answer 51

b. Service with a smile.

Question 52

As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.

a. True
b. False

Answer 52

a. True

Question 53

The warranty is an excellent tool for you to use to:

a. Prove that your company has the best price.
b. Explain your company’s return policy.
c. Reassure the customer about a products’s quality.
d. All of the above.

Answer 53

c. Reassure the customer about a products’s quality.

Question 54

If your company does not have a manual that describes all the major product warranties, you should:

a. Avoid talking about warranties with your customers.
b. Create your own by making copies of the various product warranties and related information.
c. Decide on a general, neutral comment you can make if customers ask you about a warranty.
d. Open up the package and read the warranty to them.

Answer 54

b. Create your own by making copies of the various product warranties and related information.

Question 55

If you don’t have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.

a. True
b. False

Answer 55

a. True

Question 56

An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial You should:

a. Completely avoid talking about the specific product and change the topic.
b. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.
c. Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken.
d. Tell the caller that the company is aware of the problem and is taking steps to fix it.
e. Just listen - you can’t please everyone.

Answer 56

b. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.

Question 57

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

a. Check with your immediate supervisor or manager.
b. Make the exception, but only if the customer promises to make additional purchases.
c. Tell him you do not make exceptions.
d. Tell them to buy the product again and return the broken one in the new box.

Answer 57

a. Check with your immediate supervisor or manager.

Question 58

When customers return merchandise, you should:

a. Make sure they have a good reason for doing so.
b. Treat them with the same respect you would if they were making a purchase.
c. Not worry about how you treat them, because you don’t want them to come back again.
d. Send them to the service counter to wait for a customer service rep.

Answer 58

b. Treat them with the same respect you would if they were making a purchase.

Question 59

The company’s return policy should always be clearly displayed in writing.

a. True
b. False

Answer 59

a. True

Question 60

If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.

a. True
b. False

Answer 60

b. False

Question 61

Even if your company’s return policy restricts what you can do for the customer, you should:

a. Consider alternatives, such as offering a discount coupon or a free sample.
b. Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it.
c. Do what the customers asks; management will have to support your decision.
d. Apologize for your store’s policy.

Answer 61

a. Consider alternatives, such as offering a discount coupon or a free sample.

Question 62

Which of the following might be acceptable techniques for directing a customer to the customer service department?

a. “Customer service is on the third floor, take the elevator and turn right when you get off. Id’ go with you, but I can’t leave this area unattended at the moment.”
b. “You’ll have to take this to customer service; I can’t help you here.”
c. “Someone in customer service can help you with that; I’ll show you the way.”
d. A and C

Answer 62

d. A and C

Question 63

Customer complaints should be welcomed because they provide an opportunity to:

a. Do something different for a change.
b. Get customers back to the store so they’ll buy more.
c. Learn about problems so improvements can be made.
d. Learn who the potential “problem customers” are.

Answer 63

c. Learn about problems so improvements can be made.

Question 64

A customer calls and has some technical questions about a product with which you are not completely familiar. You should:

a. Transfer his call to someone who is knowledgeable in that area.
b. Pretend that you know what your are talking about and give your own answers.
c. Tell him to call back another time.
d. Ask him why he is being so inquisitive.

Answer 64

a. Transfer his call to someone who is knowledgeable in that area.

Question 65

You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?

a. Do not get involved in the situation.
b. Quickly take your boss aside and provide the correct name.
c. Wait until the client leaves, and then provide your boss with the correct name.
d. Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

Answer 65

d. Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

Question 66

When using the T.H.A.N.K.S. method, “K” stand for:

a. “Know when to give in to the customer’s demands.”
b. Keep the customer from asking for a refund.”
c. “Know a solution if the customer does not suggest one.”
d. “Keep asking what the customer wants, even when the solution is obvious to you.”

Answer 66

c. “Know a solution if the customer does not suggest one.”

Question 67

As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn’t appear to be around. What should you do?

a. Ignore her and continue to assist the client.
b. Get on the phone and request assistance from a department administrator.
c. Say, “Now Mrs. W., I said I’d be with you as soon as I could. Now please let me finish.”
d. Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.

Answer 67

d. Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.

Question 68

If a customer becomes abusive, you should probably:

a. Refund his money immediately.
b. Contact your manager.
c. Tell him he is being abusive.
d. Call security.

Answer 68

b. Contact your manager.

Question 69

When the customer presents you with a problem, you should ask her:

a. How she would like the situation solved.
b. Who is at fault in the situation.
c. If she shops at your store on a regular basis.
d. Use your own judgement to solve it.

Answer 69

a. How she would like the situation solved.

Question 70

If you find yourself having to resolve a very difficult issue, you may want to :

a. Ask the customer to come back another time.
b. Tell the customer that he is being unreasonable.
c. Get help from a more senior employee.
d. Get creative and just solve the problem.

Answer 70

c. Get help from a more senior employee.

Question 71

Keeping records of customers complaints and the methods used to resolve them will help you resolve similar situations in the future.

a. True
b. False

Answer 71

a. True

Question 72

As a sales associate, your goal is to:

a. Keep the returns to a minimum.
b. Keep the customer coming back.
c. Decide who’s right or wrong.
d. Increase sales for your store.

Answer 72

b. Keep the customer coming back.

Question 73

Once you have sent the product out for repair or ordered a replacement, your work is finished.

a. True
b. False

Answer 73

b. False

Question 74

Showing the customer that you and your store stand behind the products and services you sell:

a. Limits the profit on some items.
b. Shows a professionalism that builds customer loyalty.
c. Encourages customers to return items more frequently.
d. Shows the customer that you are a talented sales associate.

Answer 74

b. Shows a professionalism that builds customer loyalty.

Question 75

When customers come to you with complaints, you need to:

a. Listen carefully.
b. Be patient.
c. Get information.
d. All of the above.

Answer 75

d. All of the above.

Question 76

A person approaches you and tells you of many complaints he has about your department. you should first:

a. Assume that his is just blowing off steam and ignore his complaints.
b. Check into the legitimacy of the complaints.
c. Ask for advice from your supervisor on the best way to handle the person.
d. Regard the complaints as accurate and take immediate steps to correct them.

Answer 76

b. Check into the legitimacy of the complaints.

Question 77

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:

a. That the delivery people were courteous and careful.
b. If the customer really liked the deal you gave him.
c. If the customer has any friends that might like the item.
d. If they need to buy any individual products.

Answer 77

a. That the delivery people were courteous and careful.

Question 78

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 try.

a. True
b. False

Answer 78

b. False

Question 79

When leaving phone messages for customers, you should let them know if it is important for them to call you back.

a. True
b. False

Answer 79

a. True

Question 80

Which of the following items would NOT be an appropriate finishing touch to your service?

a. Call the customer to make sure he is satisfied with this purchase.
b. Send a handwritten note thanking the customer for his business.
c. Send a postcard thanking a customer for letting you help him select a gift for his wife.
d. Give the customer your business card & encourage him to return to the store.
e. Remember the customer’s name and use it when he comes in again.

Answer 80

c. Send a postcard thanking a customer for letting you help him select a gift for his wife.

Question 81

Which of the following are appropriate reasons for following up with a customer?

a. You are curious whether a gift your customer purchased was well received.
b. You want to know why a customer did not make it in for a special sale.
c. You finally located an item the customer asked for a while back.
d. You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now.

Answer 81

c. You finally located an item the customer asked for a while back.

Question 82

You should keep your client records up to date and notify customers of merchandise you know is of interest to them.

a. True
b. False

Answer 82

a. True

Question 83

Keeping records about customer preferences:

a. Will make customers suspicious of your ability to remember details.
b. Requires an expensive computer system.
c. Can yelp you provide more personalized service to returning customers.
d. Will help you target market to them.

Answer 83

c. Can yelp you provide more personalized service to returning customers.

Question 84

In your client record system, you should record:

a. Customer purchases.
b. Customer interests.
c. Follow-up activities
d. All of the above.

Answer 84

d. All of the above.

Question 85

Which of the following best describes why a client record system is called a “living’ record?

a. It should be accessible to anyone who wants to read it.
b. You should constantly refer to it and update it with new information.
c. You will spend more time maintaining your records than you do actually serving customers.
d. You keep it as long as the customer remains a customer of the store.

Answer 85

b. You should constantly refer to it and update it with new information.

Question 86

You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.

a. True
b. False

Answer 86

a. True

Question 87

Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates.

a. True
b. False

Answer 87

b. False

Question 88

Your business card or the sales receipt is a good place to make notes for a customer regarding:

a. Your work schedule so the customer can contact you in the future.
b. The date a special order is due.
c. An upcoming sale.
d. All of the above.

Answer 88

d. All of the above.

Question 89

If you do not have business cards, you can help the customer remember you by:

a. Asking the customer for something on which to write your name and number.
b. Writing “thank you” on the sales receipt and signing your name.
c. Telling the customer how many sales awards you have won.
d. Using your own name often in the conversation.

Answer 89

b. Writing “thank you” on the sales receipt and signing your name.

Question 90

If your company does not supply business cards, you should:

a. Tell customers that they can find the store number in the phone directory.
b. Check to make sure creating your own will not violate company policy.
c. Tell the customer that the company is too cheap to give you business cards.
d. Tell customers your name and phone number and offer them a pen to write it down.

Answer 90

b. Check to make sure creating your own will not violate company policy.

Question 91

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following:

a. Tell the person what you think the answer might be.
b. Refer the person to your supervisor.
c. Say that you are not allowed to give out that information to the public.
d. Inform the person that you don’t know but you will find out.

Answer 91

d. Inform the person that you don’t know but you will find out.

Question 92

Which of the following are good reasons to ask customers for their business cards?

a. So you can claim these customers as your own and keep co-workers from making sales to them.
b. When customers show interest in an upcoming event and you offer to remind them.
c. So you can build up your client records with names of potential customers.
d. To learn more about them so you can suggest items that you think they can afford.

Answer 92

b. When customers show interest in an upcoming event and you offer to remind them.

Question 93

Showing respect for a customer’s business card means you should:

a. Never write on it.
b. Put it in your purse or wallet for safe keeping.
c. Make some comment to indicate you have read it.
d. Ask them if you can put it in the bowl used for drawing prizes.

Answer 93

c. Make some comment to indicate you have read it.

Question 94

If a customer’s business card includes a pager, e-mail address, or fax number, ask him how he would prefer to be contacted.

a. True
b. False

Answer 94

a. True

Question 95

Acting as a personal shopper:

a. Should be avoided since it takes you away from other customers.
b. Can add interest and challenge to your job.
c. Does not require any special skills or talents.
d. Can lead to a big tip.

Answer 95

b. Can add interest and challenge to your job.

Question 96

When customers enlist you as their personal shopper, they should probably expect:

a. Special discounts.
b. To save time and effort looking for items themselves.
c. You t be available at all times.
d. To see the best items in the store.

Answer 96

b. To save time and effort looking for items themselves.

Question 97

When acting as a personal shopper, you should:

a. Choose a wide selection of items from which the customer can choose.
b. Ignore the customer’s bad taste and choose the items that you think she should wear.
c. Select only items that fit her interest.
d. Show them only the best products in the store.

Answer 97

c. Select only items that fit her interest.

Question 98

One of the most important skills in being a personal shopper is to:

a. Always guess correctly at what the customer wants.
b. Listen carefully for the clues about the customer’s preferences.
c. Convince customers to follow your advice.
d. Pick the best quality items to show.

Answer 98

b. Listen carefully for the clues about the customer’s preferences.

Question 99

If you schedule a personal shopping appointment with a customer, it would be a good idea to:

a. Call and confirm the appointment the day before.
b. Set aside some items you think the customer will be interested in.
c. Keep your appointment book with you at all times so you don’t double-book yourself.
d. All of the above.

Answer 99

d. All of the above.

Question 100

Personal shopping services may be appropriate for which of the following customers?

a. A shopper who says she just wants to browse.
b. A shopper who asks you to help select gift items for the holidays.
c. A customer who is in a hurry and does not have time to look for specific items.
d. B and C

Answer 100

d. B and C