Customer Service Assessment: Test 1 Questions and Answers 100% Pass

Customer Service Assessment: Test 1 Questions and Answers 100% Pass A new customer comes into your department, but you are helping another customer. You should: A. Help the customer who looks like he will spend the most money B. Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him C. Focus all your attention on your current customer D. Let the new customer wait his turn until you have completed your current sale A good reason for creating an opening for discussion is to: E. Get to know what the customer wants F. Increase your stores sales revenue G. Break down the customer's resistance H. Convince the customer how much you know about the product 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: I. Suggesting that he buy "top of the line" products J. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile K. Stating that the products in your store are far better than those in other stores It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should: L. Make sure your clothes are neat and you look professional M. Tidy up the product display before showing it to the customer N. Greet the customer and make him feel welcome O. Find the sales book and get ready for your next sale Projecting a professional and friendly image includes: P. Shaking the hand of each customer Q. Standing behind your cash register and waiting for the customer to come to you R. Dressing in expensive, professional looking clothing S. Behaving in an alert and courteous manner The best way to talk to a new customer is to: T. Match what you say and your tone of voice to her personality U. Flatter her - tell her she has taste and looks great V. Convince her that you know what is best for her to buy W. Interact as if you are old friends