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A new customer comes into your department, but you are helping another customer. You should:
Let the new customer wait his turn
Focus all your attention on your current customer
Help customer who looks like he will spend the most money
Acknowledge new customer’s presence with eye contact & greet
The best way to talk to a new customer is to:
Flatter her—tell her she has taste and looks great
Interact as if you are old friends
Convince her that you know what is best for her to buy
Match what you say and your tone of voice to her personality
A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must
Nothing; maintenance will clean it up
Call the custodian for assistance
Do a temporary cleanup as best he/she can
Secure the area and report the situation to management
Active listening is
listening while staying active by running, jogging, etc.
listening while maintaining eye contact with the speaker
listening and using positive body language
listening & responding in a way that improves understanding
Your ultimate goal as a sales associate is to:
Satisfy the customer
Be the top sales associate in your department
Provide service to as many customers as you can
Meet your quota each month
To keep the lines of communication open, the best questions to ask:
Are direct and to the point
Begin with who, what, where, when, how, or why
Are structured to save the customer’s time
Are ones that can be quickly answered with a “yes” or a “no”
Which of the following are examples of open-ended questions?
Is this all for you today?
Do you like blue or brown?
What features are important to you?
Can I help you?
If your store does not offer the particular product of service the customer is looking for, your first option should always be to:
Immediately refer him to a competitor
Suggest alternatives that your store does carry
Inform him of the drawbacks of the product he is seeking
Convince the customer he doesn’t need it anyway
Creating customer loyalty is rewarding for:
All of the above
The sales associate
The customer
The store
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
Associates who look snazzy & take turns helping customers
Good inventory and easy checkout
Free coffee and doughnuts and a clean restroom
An enjoyable atmosphere and super service
What is one of the BEST ways to prevent shoplifting?
Lock up expensive merchandise
Put security cameras in plain view of the customer
Use mirrors that make aisles visible to the cashier
Acknowledge & greet all customers in a friendly manner
Which of the following are examples of open-ended questions?
Do you like blue or brown?
What features are important to you?
Is this all for you today?
Can I help you?
Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?
We don’t carry that specific brand, but may I suggest …
All of the above
Is there anything else you were looking for?
Is that the only brand you were interested in?
What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?
Check with co-workers to see what they know about theproduct
Call the manufacturer or vendor and ask about the products
Read the labels and packaging information on the new product
Ask customers to explain what they know about the products
Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and are included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?
To show it isn’t the best quality so you need a warranty
To prove you will not need a warranty.
A promise to stand behind the product.
A promise to replace the product no matter what happens.
Product features are described as all of the following except:
Answer the question, “Why?”
Be physical (color, size, etc.)
Appeal to the senses
Relate to the quality of the merchandise
