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Quiz 1: Get to Know your Customer

Test your knowledge of customer service skills and techniques with this quiz. Learn how to build relationships, create a positive impression, and increase customer loyalty.

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Quiz 1: Get to Know your Customer

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  1. Customer Service Quiz 1: Get to Know your Customer

  2. It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should: • Make sure your clothes are neat and you look professional • Find your sales book and get it ready for your next sale • Tidy up the product display before showing it to the customer • Greet the customer and make him feel welcome

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  5. A new customer comes into your department, but you are helping another customer. You should: • Focus all your attention on your current customer. • Let the new customer wait his turn until you have completed your current sale • Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him • Help the customer who looks like he will spend the most money

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  8. Projecting a professional and friendly image includes: • Dressing in expensive, professional looking clothing • Shaking the hand of each customer • Behaving in an alert and courteous manner • Standing behind your cash register and waiting for the customer to come to you

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  11. A good reason for creating an opening for discussion is to: • Break down the customer’s sales resistance • Get to know what the customer wants • Convince the customer how much you know about the product

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  14. 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 • Match what you say and your tone of voice to her personality • Convince her that you know what is best for her to buy

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  17. 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: • Suggesting that he buy “top of the line” products • Stating that the products in your store are far better than those in other stores • Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

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  20. The customer has said “No, thank you” when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed. • True • False

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  23. If the customer isn’t shopping alone, you can include the rest of the party by: • Telling any children to behave themselves while their parent makes this important decision • Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate • Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on

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  26. The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information. • True • False

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  29. As a customer service professional, the best way for you to remember your regular customers’ interests is to keep a written record of the vital information. • True • False

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  32. According to market research, what percentage of customers are likely to spend more if the sales associate is helpful? • 25% • 32% • 45%

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  35. If a customer walks directly to an item, this may indicate that he: • Knows what he wants and would probably appreciate quick, efficient service • Just wants to look at the item and has no interest in buying • Is in a hurry and doesn’t want any attention from you • Is looking for the least expensive brand

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  38. Your ultimate goal as a sales associate is to: • Meet your quota each month • Provide service to as many customers as you can • Satisfy the customer

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  41. You can best determine the customer’s needs by gathering information through careful observation and by: • Deciding the type of products you think the customer should buy • Telling the customer everything you know about your products • Asking the customer thoughtful questions

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  44. To keep the lines of communication open, the best questions to ask: • Are direct and to the point • Are ones that can be quickly answered with a “yes” or a “no” • Begin with who, what, where, when, how, or why • Are ones that are able to direct the customer to a decision • Are structured to save the customer’s time

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  47. 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?

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  50. When fitting the products to the customer, you should: • Correct her if she tells you the wrong size • Ask questions that will help her define the right fit

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