Mera Customer Service Screening Pre-Test 2023 with complete solution questions and answers

What question do you ask to get feedback to see if the computer software met expectations of the customer? How has the software worked for what you were using it for? A new customer comes into your department, but you are helping another customer? You should Acknowledge the new customer's presence with eye contact and/or a brief comment that you will be right with him. What is a great option when trying to find out what a customer wants to buy? What color do you prefer in that brand? A good reason for creating an opening for discussion is to? Get to know what the customer wants. The best way to talk to a new customer is to? Match what you say and your tone of voice to her personality. 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. If the customer is not shopping alone, you can include the rest of the party by? Giving other service to those in the party, such as offering a chair or a refreshment. A customer has looked at several watches and seems to like one best. She tries it on, sets is to the correct time, and asks if the hand can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale? Shall I go ahead and replace the band for you or do you want to keep both styles for different looks. According to market research, what percentage of customers is likely to spend more if the sales associate is helpful? 25% If a customer walks directly to an item, this may include that he? Knows what he wants and would probably appreciate quick, efficient service. Your ultimate goal as a sales associate is to Satisfy the customer. You can best determine the customer's needs by gathering information through careful observation and by? Asking the customer thoughtful questions. To keep the lines of communication open, the best questions to ask are? Begin with who, what, where, when, how or why! This is an example of an open ended question. What features are important to you? When fitting the products to the customer, you should? Ask questions that will help her define the right fit. What phrase may be appropriate when discussing clothing size with your customer? Have you worn this brand before? What size was most comfortable for you? How would you handle a situation when a customer wants a brand that you do not carry? Get permission from him to show the items you do have that meets his needs. If your store does not offer the particular product of service the customer is looking for, your first option should always be to? Suggest alternatives that your store does carry. This is a scenario for the proper use of a business card. The salesperson says? I have enjoyed helping you with your gift selection. Here is my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests. This is an acceptable way to ask a customer's permission to provide alternatives? We do not carry that specific brand but may I suggest..... Referring a customer to a competitor will likely result in? The customer seeking you out for future needs. Creating customer loyalty is rewarding for? The store, the customer, and the sales associate. A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associate is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. What should the sales associate's best response be? Briefly interrupt the first customer's transaction, ask the second customer to kindly dispose of the ice cream. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are? An enjoyable atmosphere and super service. Small kindnesses to your customers may include? Letting the customer make a local call to verity appropriateness or preference, consolidating many small packages into one large shopping bag, bringing merchandise to an older or disabled customer while he sits down, and telling a customer about a lounge where she may trend to her baby's needs. To assist your customers in a personal way, you should become familiar with? Resources in and near your store. When working with customers with disabilities be sure to take your time, be patient, and? Let the customer help you understand his needs. Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty? To show it is not the best quality so need you need a warranty. Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of quality? Selling Process The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an item with a price of $9.78? $10.71. Communication is important! When providing service ot a person who is hearing impaired, you should? Ask the customer how he would like to communicate.. When balancing services between phone customers and those you may already be helpful in the store, you should? Since your customer is in the store, wait on the customer and ignore the phone until you have time. This step will help you keep commitments to customers? Calling customers back in a timely manner. By becoming an expert at special orders, you may benefit by? Learning more about the products you sell, learning more about customer needs and interests, and getting to know people in other departments. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and? Service with a smile. A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. What should you do first? With this kind of toy, it's always best to check the batteries first. Let me check them for you. The warranty is an excellent tool for you to use for? Reassure the customer about a product's quality. If your company does not have a manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor. True What percentage of people have disabilities that are not obvious? Two-thirds What is this an example of....80% cotton, 20% polyester and must be in descending order? Fiber content Greet the customer within what time frame? 10-30 seconds These are examples of open-ended questions? Who, what, when, where, how and why? These are service extras!!!! Special order merchandise, customizing, alterations and accessories. This is an example of cross selling where you encourage a customer to buy a related or complementary product.... Showing a customer a matching scarf and gloves to go with her coat purchase. These are examples of alternatives if you do not have the product that the customer wants!!! Different color, comparable brand, and similar model. A deposit that hold the item until it is paid in full over months is what? Layaway What are credit cards managed by the store itself and customers get exclusive discounts? In=house accounts Interest free credit purchases If the purchase is paid in full by a certain date then no interest will be added. Warranties.... Protect customers in case of damage, defect, or other problems. Who is the first point of contact when a customer is dissatisfied with a product? Salesperson so you must be familiar with all warranties. Keeping a client file profile includes basic record information such as.... Name, address, telephone, occupation, date and type of first purchase, preferences of specifications, etc. Non-verbal cues Face, eyes, posture, gestures, voice, movement, touch, appearance..... Resources provided to customers Gift wrapping, mailing service, ATM available, Gift registry, employee speaking another language, storage lockers. Read the labels and packaging information on the new products. What is the BEST way for a sales associate to learn about new merchandise that has just come into your store? Make a note in your client record system so you can provide more personalized service when those customers return in the future. When customers request any of the service "extras" your store offers? Your company just received dresses from a new dress designer from China to be sold at your business. These simple dresses can be wrapped on an individual in many ways to create a simple dress, as a top or blouse only, or as an After 5 dressier piece. What should you do as the sales associate before displaying this item for customers to examine? Photocopy an illustration to show the different ways it can be worn. You are with a customer and completing a sale. The phone rings and you are supposed to answer phone calls within 3 rings. What do you do? Excuse yourself, answer the phone, and ask the caller if you can call him or her back. Product features are described as all of the following, except: Relate to the quality of the merchandise and how the customer will enjoy it. You work in a men's store and are a customer and see a customer looking at a rack of men's suits. What would be the best thing to say as you approach this customer? We have some great fabric and pattern choices. What colors do you prefer? A customer comes into your store and you greet them. Now that you have made a connection, what is your next challenge? Determine exactly what the customer needs If your company does not have a manual that describes all the major product warranties, you should? Create your own by making copies of the various product warranties and related information. An irate caller reaches you and starts berating your company's service on a particular product that has been controversial You should? Listen carefully to the caller, take their number and promise to get the appropriate person to call back to resolve any issues. When customers return merchandise, you should? Treat them with the same respect you would if they were making a purchase.