Mera Customer Service Screening PreTest

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Mera Customer Service Screening PreTest What question do you ask to get feedback to see if the computer software met expectations of the customer? - ✔✔How has the software worked for what you we... re using it for? A new customer comes into your department, but you are helping another customer? You should - ✔✔Acknowledge the new customer's presence with eye contact and/or a brief comment that you will be right with him. What is a great option when trying to find out what a customer wants to buy? - ✔✔What color do you prefer in that brand? A good reason for creating an opening for discussion is to? - ✔✔Get to know what the customer wants. The best way to talk to a new customer is to? - ✔✔Match what you say and your tone of voice to her personality. 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> - ✔✔Indicating that based on your professional product knowledge, you feel his purchases are worthwhile. If the customer is not shopping alone, you can include the rest of the party by? - ✔✔Giving other service to those in the party, such as offering a chair or a refreshment. A customer has looked at several watches and seems to like one best. She tries it on, sets is to the correct time, and asks if the hand can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale? - ✔✔Shall I go ahead and replace the band for you or do you want to keep both styles for different looks. According to market research, what percentage of customers is likely to spend more if the sales associate is helpful? - ✔✔25% If a customer walks directly to an item, this may include that he? - ✔✔Knows what he wants and would probably appreciate quick, efficient service. Your ultimate goal as a sales associate is to - ✔✔Satisfy the customer. You can best determine the customer's needs by gathering information through careful observation and by? - ✔✔Asking the customer thoughtful questions. To keep the lines of communication open, the best questions to ask are? - ✔✔Begin with who, what, where, when, how or why! This is an example of an open ended question. - ✔✔What features are important to you? When fitting the products to the customer, you should? - ✔✔Ask questions that will help her define the right fit. What phrase may be appropriate when discussing clothing size with your customer? - ✔✔Have you worn this brand before? What size was most comfortable for you? How would you handle a situation when a customer wants a brand that you do not carry? - ✔✔Get permission from him to show the items you do have that meets his needs. 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. This is a scenario for the proper use of a business card. The salesperson says? - ✔✔I have enjoyed helping you with your gift selection. Here is my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests. This is an acceptable way to ask a customer's permission to provide alternatives? - ✔✔We do not carry that specific brand but may I suggest..... Referring a customer to a competitor will likely result in? - ✔✔The customer seeking you out for future needs. Creating customer loyalty is rewarding for? - ✔✔The store, the customer, and the sales associate. A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associate is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. What should the sales associate's best response be? - ✔✔Briefly interrupt the first customer's transaction, ask the second customer to kindly dispose of the ice cream. Two of the basics needed to ensure that a customer has a pleasant experience wh [Show More]

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