MERA TEST Questions 1-100 with correct Answers

What question do you ask to get feedback to see if the computer software met expectations of the customer? - ANSWER-How has the software worked for what you were using it for? A computer store has a sigh posted on the door that says, "No food or drink to be brought into the store". A sales associated 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. Which of these should be the sales associate's best response? - ANSWER-Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream. A new customer comes into your department, but you are helping another customer. you should: - ANSWER-Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: - ANSWER-An enjoyable atmosphere and super service Which of the following would be the best option when trying to find out what a customer wants to buy? - ANSWER-What color do you prefer in that brand? Small kindnesses to your customers may include: - ANSWER-all of the above A good reason for creating an opening for discussion is to: - ANSWER-Get to know what the customer wants To assist your customer in a personal way, you should become familiar with: - ANSWER-Resource in and near your store The best way to talk to a new customer is to: - ANSWER-Match what you say and your tone of your voice to her personality Your Personal policy states(1) All employees can use their 20% discount cards for purchases, (2) Discount cards are non-transferrable, (3) Employees are not allowed to ring their own purchases, (4) Employees must pay for food purchases before consuming them, and (5) Under no circumstances should employees leave the stores with goods that have not been paid for. With that in mind, A cashier at Walbound decides to buy a soda to drink during her break. According to the Personnel policy , how should the cashier pay for the soda? - ANSWER-Ask someone else to ring up the soda as soon as the break begins 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: - ANSWER-Indicating the based on your professional product knowledge, you feel his purchases are worthwhile In preparing a resource list for your customers, you should consider including: - ANSWER-All the above A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must - ANSWER-Secure the area and report the situation to management When a customer request any of the service ''extras" your store offers: - ANSWER-Make a note in your client record system so you can provide more personalized service when those customers return in the future If the customer isn't shopping alone, you can include the rest of the party by: - ANSWER-Giving other service to those in the party, such as offering a chair or a cup a refreshment What is one of the BEST ways to prevent shoplifting? - ANSWER-Acknowledge and greet all customers in a friendly manner as they enter the store. A customer has looked at several watches and seems to like one best. She tries it on, sets it to correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is the best to say to close the sale? - ANSWER-Shall i go ahead and replace the band for you or do you want me to keep both styles for different looks? 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? - ANSWER-A promise to stand behind the product. Which stores offers the best deal? - ANSWER-Store 1 offers the best deals. Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty's best response be? - ANSWER-We do not offer installation services, but i will give you the number of a company that will come install the set for you. Active listening is - ANSWER-listening and responding to the other person in a way that improves understanding A customer says, "I think i may be a making a mistake here. I do like these pans but they're a gift for my friend, and she doesn't cook as much as i do. What would be your best response to a customer who is still undecided about making the purchase? - ANSWER-Your friend could always return them. If you're unsure about the pans, maybe i could help you find something more appropriate. What are her hobbies? If a customer walks directly to an item, this may indicate that he: - ANSWER-Knows what he wants and would probably appreciate quick, efficient service Below is the price list at Wal-Mart garden center. Paul is a senior citizen who comes in to purchase a lawn sprinkler on Tuesday. How much will it cost Paul to make this purchase? - ANSWER-$7.74 Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy? - ANSWER-Selling policy Your ultimate goal as a sales associate is to: - ANSWER-Satisfy the customer You can best determine the customer's needs by gathering information through careful observation and by: - ANSWER-Asking the customer thoughtful questions 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 blouse only, or as an "after 5" dressier piece. - ANSWER-Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it To keep the lines of communication open, the best questions to ask: - ANSWER-Begin with who, what, where, how, or why The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an item with a price tag of $9.78? - ANSWER-$10.71 Which of the following are examples open-ended questions? - ANSWER-What features are important to you You are with a customer and completing a sale. The phone rings and you're supposed to answer phone calls within 2 rings. What do you do? - ANSWER-Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer. When fitting the products to the customer , you should: - ANSWER-Ask questions that will help her define the right fit Product features are described as all of the following except: - ANSWER-Answer the question, "why?" Which of the following phrases might be appropriate when discussing clothing size with your customer? - ANSWER-Have you worn this brand before? What size was the most comfortable for you? You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing but you know that there are several benefits that haven't been explained yet, so you decide to bring in your tax returns with intent to make copies on the copy machine. Which one of these is the best thing to do? - ANSWER-Ask a co-worker what everyone else does and then do the same When balancing service between phone customers and those you may already be helping in the store, you should: - ANSWER-Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone How would you handle a situation where a customer wants a brand that you don't carry? - ANSWER-Get permission from him to show the items you do have that meet 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: - ANSWER-Suggest alternatives that your store does carry You work in a men's store 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? - ANSWER-We have some great fabric and pattern choices. What colors do you prefer? Which of the following scenarios shows the proper use of a business card? The Salesperson says, - ANSWER-I've enjoyed helping you with your git selection. Here's 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. Turn your phone interaction into a loyal customer by: - ANSWER-All of the above Which of the following are acceptable ways to ask a customer's permission to provide alternatives? - ANSWER-We don't carry that specific brand, but may i suggest... Which of the following steps will help you keep commitments to customers? - ANSWER-Calling customers back in a timely manner Referring a customer to a competitor will likely result in: - ANSWER-The customer seeking you out for the future needs To help build customer loyalty, you should: - ANSWER-A and C Creating customer loyalty is rewarding for; - ANSWER-all of the above A customer comes into your store and you greet them. Now that you've make a connection, what is your next challenge? - ANSWER-Determine exactly what the customer needs. what is the BEST way for a sales associate to learn about new merchandise that has just come into your store? - ANSWER-Read the labels and packages information on the new product By becoming an expert at special orders, you may benefit by: - ANSWER-All of the above When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: - ANSWER-Service with a smile A person approaches you and tells you of many complaints he has about your department. You should first: - ANSWER-Check into the legitimacy of the complaints. A customer approaches the service desk with a toy doll. she say that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST? - ANSWER-With this kind of toy. its always best to check the batteries first. Let me check them for you. If an appliance of computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and: - ANSWER-That the delivery people were courteous and careful The warranty is an excellent tool for you to use: - ANSWER-Reassure the customer about a product's quality. 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? - ANSWER-None of these are appropriate to continue. If your company does not have a manual that describes all the major product warranties, you should - ANSWER-Create your own by making copies of the various product warranties and related information Which of the following is not a product benefit for a new sweater? - ANSWER-the fabric is soft and will last through many washes. Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare? - ANSWER-Demonstrate the elliptical machine in the store with customers until she is familiar with its features. Which of the following items would NOT be an appropriate finishing touch to your service ? - ANSWER-Send a postcard thanking a customer for letting you help him select a gift for his wife An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should: - ANSWER-Listen carefully to the caller, Take their number, and promise to get the appropriate person to call back to resolve any issues Which of the following are appropriate reasons for the following up with a customer? - ANSWER-You finally located an item the customer asked for a while back When your customer asks you to make an exception to the company policy regarding warranties, you should probably: - ANSWER-Check with your immediate supervisor or manager How soon upon a customer's arrival into your store should you, the sales associate, greet the customer? - ANSWER-30 seconds When customers return merchandise, you should: - ANSWER-Treat them with the same respect you would if they were making a purchase Keeping records about customer preferences: - ANSWER-Can help you provide more personalized service to returning customers A customer comes into your store with an ad from another store shower its advertised price which is lower than your price. As a sales associate, what should you do first? - ANSWER-Refer to your store's policy on meeting competitor's ads In your client record system, you should record: - ANSWER-all of the above Managers who hire sales associates say that they value retail workers for their: - ANSWER-capacity to work alone Which of the following statements best describes why a client record system is called a ''living'' record? - ANSWER-You should constantly refer to it and update with new information Even if your company's return policy restricts what you can do for the customer, you should: - ANSWER-Consider alternatives, such as offering a discount coupon or a free sample What is one of the best ways to explain features and benefits to a customer? - ANSWER-Demonstrate the product