MERA Customer Service | 100 Questions with 100% Correct Answers | 2022
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Course
MERA Customer Service
Institution
Capella University
Personal shopping services may be appropriate for which of the following customers? Correct Answer: A shopper who asks you to help select gift items for the holidays and customer who is in hurry and does not have time to look for specific items.
A customer pays you with 3 twenty-dollar bills an...
mera customer service | 100 questions with 100 correct answers | 2022
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MERA Customer Service
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MERA Customer Service | 100 Questions with
100% Correct Answers | 2022
Personal shopping services may be appropriate for which of the following customers? Correct
Answer: A shopper who asks you to help select gift items for the holidays and customer who is
in hurry and does not have time to look for specific items.
A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice
that 1 of the twenty-dollar bills is counterfeit. You should: Correct Answer: Note the customer's
description and any other identifying information.
One of the most important skills in being a personal shopper is to: Correct Answer: Listen
carefully for clues about the customer's preferences.
When acting as a personal shopper, you should: Correct Answer: Select only items that fit her
interests.
When customers enlist you as their personal shopper, they probably should expect: Correct
Answer: To save time and effort looking for items themselves.
Acting as a personal shopper: Correct Answer: Can add interest and challenge to your job.
Which of the following is not an example of suggestive selling in a display? Correct Answer:
Putting soups next to the detergent
Showing respect for a customer's business card means you should: Correct Answer: Make some
comment to indicate you have read it
92. (no question) Correct Answer: When customers show interest in an upcoming event and you
offer to remind them
A customer walks into the office and asks for the deadline to file a permit application. You don't
know the answer. It would be best for you to do which of the following? Correct Answer:
Inform the person that you don't know, but will find out.
If your company doesn't supply business cards, you should: Correct Answer: Check to make
sure creating your own will not violate company policy.
If you don't have business cards, you can help the customer remember you by : Correct Answer:
Writing "thank you" on the sales receipt and signing your name
Your business card or the sales receipt is a good place to make notes for a customer regarding:
Correct Answer: Work schedule, date a special order is due, an upcoming sale
, A customer shows up and appears to be upset and on edge. As the sales associate, it would be
best to: Correct Answer: Show empathy in your replies
What is one of the best ways to explain features and benefits to a customer? Correct Answer:
Demonstrate the product
Which of the following statements best describes why a client record system is called a "living"
record"? Correct Answer: You should constantly refer to it and update it with new information.
In your client record system, you should record: Correct Answer: Customer purchases,customer
interests, follow-up activities
Keeping records about customer preferences: Correct Answer: • Can help you provide more
personalized service to returning customers
How soon upon a customer's arrival into your store should you, the sales associate, greet the
customer? Correct Answer: 30 seconds
Which of the following are appropriate reasons for following up with a customer? Correct
Answer: You finally located an item the customer asked for a while back.
Which of the following items would NOT be an appropriate finishing touch to your service?
Correct Answer: Send a postcard thanking a customer for letting you help him select a gift for
his wife.
Dominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it
down to 2 coats. Which is the best way for the sales associate to continue the conversation?
Correct Answer: None of these are appropriate to continue.
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: Correct Answer: That the delivery people were
courteous and careful.
A person approaches you and tells you of many complaints he has about your department. You
should first: Correct Answer: Check into the legitimacy of the complaints.
When customers come to you with complaints, you need to: Correct Answer: Listen carefully,
be patient, get information
Showing the customer that you and your store stand behind the products and services you sell:
Correct Answer: Shows a professionalism that builds customer loyalty.
As a sales associate, your goal is to: Correct Answer: Keep the customer coming back
What are the best kinds of questions to ask to a customer to encourage conversation? Correct
Answer: Open-ended
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