Customer Service Certification Exam Review Questions & Answers

Comparison Shopping - Answer The customer who spends time searching for the best price or deal on the item she is looking to purchase Innovative Buyer - Answer The buyer who wants to be first to purchase and own the latest merchandise Impulse Buyer - Answer The person who makes quick purchase decisions Physical Cue - Answer A physical need such as hunger or thirst that drives behavior Retailing - Answer No matter what format it takes, retailing is the method by which consumers acquire products and services Direct Selling - Answer Salespeople contact customers directly in a convenient location, often at a customer's home; demonstrate product benefits; take orders; and deliver the products or perform the services. Stimulus - Answer A thing or event that causes a reaction Manufacturer - Answer Produces the products Social Cue - Answer Decision making based on the suggestion or preference of a friend, colleague or family member E-Commerce - Answer Buying and selling through the internet via electronic device Wholesale Clubs - Answer Wholesalers who sell products in bulk directly to consumers. These clubs typically require a membership Supercenters - Answer These stores typically combine a supermarket and department store, resulting in a gigantic retail facility that carries an enormous range of products, from apparel to groceries to automotive supplies, all under one roof Closeout Stores - Answer Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturer's price Multichannel - Answer Retail operations with customer transactions possible through multiple connected channels Commercial Cue - Answer Advertising message that impacts purchase decisions Gross Domestic Product - Answer The monetary value of all the finished goods and services produced within a county annually Independent Establishment - Answer Typically single store or a small, regional chain Supermarkets - Answer These stores sell a wide variety of goods including food, alcohol, and medicine Omni Channel - Answer Similar to multichannel retailing, with the focus on creating a seamless consumer experiences through any and all shopping channels Recreational Shopper - Answer This customer shops for fun, and therefore shopping does not necessarily mean always making a purchase Brick-and-Mortar - Answer The presence of a physical storefront and face-to-face customer experiences Corporate Chain - Answer A company that operates multiple stores under common ownership, and usually has centralized decision-making Convenience Stores - Answer Stores that aim at providing their customers a convenient shopping experience. General merchandise stores are easily accessible, small in size, with quick shopping and easy checkout Wholesaler - Answer Buys large quantities of products directly from the manufacturer, breaks them into smaller units, and sells the smaller unities to retailers Diverse Shopper - Answer This buyer is hard to predict or to understand. He shops in many different places and is not obviously influenced by retail elements Follower - Answer This customer usually waits to see what the latest trends will be, and is reluctant to try new products until friends have done so and reported on them Department Stores - Answer This customer shops for fun, and therefore shopping does not necessarily mean always making a purchase Discount Stores - Answer These retailers offer a broad variety of merchandise, limited services, and low prices Franchises - Answer The license granted to another party to market a company's good or services in a particular territory Outlet Stores - Answer Off price stores that are owned by manufacturer or retailer All of the Above - Answer Great customer service combines -problem-solving -critical-thinking -professionalism -respect -all of the above What - Answer Open-ended questions tend to begin with -Do -Will -Can -What are things that are physical in nature, including size, color, etc - Answer Product FEATURES -are things that are physical in nature, including size, color, etc. -are the most general product information -are the advantages or rewards of the product -tend to answer the question, "Why?" True - Answer You know you have all the information you need to successfully sell the products in your store when you can confidently and intelligently answer all of your customer's questions and solve routine problems. -True -False True - Answer Studies show that customers who wait more than 30-40 seconds to be greeted think they have waited 3 - 4 minutes. -True -False False - Answer Studies show that customers who are not greeted when they enter a store spend more money because they like to be left alone. -True -False asking close-ended questions to get a definitive yes or no answer - Answer Which is NOT a component of good customer service? -a positive attitude -quick acknowledgement of the customer -asking close-ended questions to get a definitive yes or no answer -attendance of store trainings and meetings demonstrate the product - Answer Which is one of the best ways to explain features and benefits to a customer? -demonstrate the product -explain the history of the product -show the customer the User's Manual -discuss reviews of the product 1 - 3, 10 - Answer When customers receive good service, they tell ____ to ____ people, and when they receive poor service, they tell an average of _____ people. -1 - 3, 5 -1 - 3, 10 -3 - 5, 7 -4 - 5, 10 90% - Answer When service is poor, what percent of retail customers refuse to go back to a store? -60% -70% -80% -90% customers = revenue = wages = employees - Answer Which equation shows why customers are important to you as an employee? -customers = revenue-wages + employees -customers = revenue = wages = employees -customers x revenue = wages x employees -revenue/customers = wages/employees 30 seconds - Answer How soon upon a customer's entrance into the store should an associate greet the customer? -30 seconds -60 seconds -90 seconds -2 minutes 10 seconds - Answer Tone is extremely important in customer service interactions over the phone. How long does it take a customer to decide if they want to deal with you or your company over the phone? -10 seconds -30 seconds -45 seconds -1 minute show empathy in your replies - Answer If a customer appears on edge, upset, or angry, then you should -mirror their behavior -refer them to your supervisor -show empathy in your replies -offer them a refund or a discount -offer them a hot beverage "We've got a big selection. What style do you prefer?" - Answer Which question is best to ask a customer? -"How much do you want to spend?" -"Do you want yyyy or xxxx?" -"Why do you want XXXX?" -"We've got a big selection. What style do you prefer?" 20; 80 - Answer Experts say that communication is ____________% verbal, ____________% non-verbal. -20; 80 -80; 20 -40; 60 -50; 50 Specific, Measurable, Achievable, Results-Oriented, Time-Based - Answer What does SMART in SMART goals stand for? -Specific, Market, Action, Results-oriented, Time-Based -Sales, Market, Achievable, Revenue, Transaction -Specific, Measurable, Achievable, Results-Oriented, Time-Based -Sales, Measurable, Assets, Revenue, Taxes same products as a well-known competitor - Answer What is NOT an example of a unique selling proposition? -fast delivery -same products as a well-known competitor -low prices -high standard service 80% of a company's profits come from 20% of their customers - Answer What is the 80-20 rule? -80% of a company's profits come from 20% of their customers -Employees should spend 80% of their time helping customers and 20% learning about products/services -80% of the company's customers come from 20% of their referrals -80% of a company's employees account for 20% of their sales make eye contact and lean towards the person - Answer If we want to seem engaged and sincere, we should -make intense eye contact to let them know we are listening -touch the person on the arm -make eye contact and lean towards the person -lean away to give the customer space force the sale to meet your goals - Answer When trying to overcome customer objections, you should NOT -provide reassurances about your store's return/exchange policy -discuss the product quality -talk about warranty options -force the sale to meet your goals count up from the purchase total to the amount of money given to you by the customer - Answer What is the easiest way to calculate change? -subtract the sale price from the amount the customer paid you -subtract the amount the customer paid you from the sale price -count up from the purchase total to the amount of money given to you by the customer -start by giving all change in $1 bills, then convert to large bills if necessary return it to the passer - Answer What is NOT something you should do if you get paid with counterfeit money? -return it to the passer -delay the passer if possible -call the police or secret service -write your initials and date in the white border