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