Customer Service And Store Management: Quiz!
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Do you possess what it takes to work in customer service and store management? To work in-store management, you must cater to the needs of the customer. Regarding this quiz, you should know if the customer is always right, customer care, and what it takes to be considered customer service-oriented. This quiz will explain how customer service and store management work. All the best.
- 1.
A complaining customer is:
- A.
Always right
- B.
Almost right
- C.
Often lying
- D.
Always the customer
Correct Answer
D. Always the customerExplanation
The correct answer is "Always the customer." This means that regardless of the situation or the validity of their complaint, the customer should always be treated with respect and their concerns should be addressed. It emphasizes the importance of prioritizing customer satisfaction and maintaining good customer relations.Rate this question:
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- 2.
Customers who complain want...
- A.
Something for nothing
- B.
To be heard and have their experience validated
- C.
To vent just because
- D.
To be made majority shareholders in the company
Correct Answer
B. To be heard and have their experience validatedExplanation
When customers complain, they usually want to be heard and have their experience validated. This means that they want their concerns and grievances to be acknowledged and taken seriously by the company. They want to feel that their feedback is valued and that the company is willing to address their issues. This helps in building trust and loyalty with the customers, as they feel that their opinions matter and that the company cares about their satisfaction.Rate this question:
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- 3.
Customer Care is:
- A.
A managed care medical program for customers
- B.
A cool phrase that looks good in company brochures
- C.
A new program where customers care for themselves
- D.
A philosophy where the customer is cared for by a company--the entire time they're customers
Correct Answer
D. A philosophy where the customer is cared for by a company--the entire time they're customersExplanation
Customer Care is a philosophy where the company takes responsibility for caring for the customer throughout their entire customer journey. It goes beyond just providing good customer service and aims to create a positive and personalized experience for the customer. This philosophy involves understanding and meeting customer needs, resolving issues promptly, and building long-term relationships with customers. The company prioritizes customer satisfaction and strives to exceed expectations in order to retain customer loyalty and enhance the overall customer experience.Rate this question:
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- 4.
For a company to be considered customer service-oriented:
- A.
It must mention customer service in its mission statement
- B.
At least 18.3% of its employee must work in the customer service department
- C.
Its managers must at one time have been customer service or sales associates
- D.
Customer Service must be addressed by all departments
Correct Answer
D. Customer Service must be addressed by all departmentsExplanation
In order for a company to be considered customer service-oriented, it is necessary for customer service to be addressed by all departments. This means that every department within the company must prioritize and focus on providing excellent customer service. This ensures that customer satisfaction is a top priority throughout the organization and that all employees understand the importance of meeting customer needs and expectations. By addressing customer service in all departments, the company demonstrates a commitment to delivering high-quality service to its customers.Rate this question:
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- 5.
Customer Service culture is:
- A.
A new form of yogurt where the lid removes itself for you
- B.
Behavior being analyzed to see if it contagious
- C.
A mythical civilization in which everyone smiles and welcomes you when they meet
- D.
An environment where customer service reflects the thinking of the entire company
Correct Answer
D. An environment where customer service reflects the thinking of the entire companyExplanation
The correct answer is "An environment where customer service reflects the thinking of the entire company". This answer accurately describes customer service culture as an environment where the mindset and values of the entire company are reflected in the way they provide customer service. It suggests that customer service is not just a department or a task, but a holistic approach that permeates throughout the organization.Rate this question:
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- 6.
Which of the follwing is NOT a primary area of accountability for a Retail Manager?
- A.
Research and long-term planning of the merchandise that will be sold in the store
- B.
Selling and service standards to ensure customers are satisfied
- C.
Ensuring that customers receive the right products at the right time and that they are displayed appropriately
- D.
Training employees to prepare them with product knowledge, selling and service skills.
- E.
Making sure the sales floor is recovered, damaged goods are returned, and safety and loss prevention standard are in place
Correct Answer
A. Research and long-term planning of the merchandise that will be sold in the storeExplanation
The primary areas of accountability for a Retail Manager include selling and service standards, ensuring customers receive the right products at the right time, training employees, and ensuring the sales floor is recovered and safety standards are in place. Research and long-term planning of merchandise is not a primary area of accountability for a Retail Manager as this task is typically handled by other departments such as merchandising or buying.Rate this question:
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- 7.
There are basic exceptions that most customers have regardless of where they shop, and--expectations that differ according to the type of store.
- A.
Convenience
- B.
Price
- C.
Service
- D.
Product
Correct Answer
A. ConvenienceExplanation
Convenience is a basic expectation that most customers have, regardless of where they shop. Customers generally want to have a smooth, quick, and hassle-free shopping experience. This expectation may include factors such as store location, ease of access, availability of products, or user-friendly online platforms.Rate this question:
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- 8.
As a Retail Manager, you influence the shopping experience by leading by example. Which of the following is NOT an example of how to lead sales Associates?
- A.
Keep sales Associates informed of all your concerns about the store's sales trends
- B.
Know the service standard for your store and meet them consistently
- C.
Be energetic and enthusiastic with others
- D.
Demonstrate a genuine welcoming attitude toward every customer everyday, and be passionate about customer service
Correct Answer
A. Keep sales Associates informed of all your concerns about the store's sales trendsExplanation
Keeping sales associates informed of all your concerns about the store's sales trends is actually an example of how to lead sales associates. This helps in keeping the team informed and engaged, and allows them to understand the current situation and work towards improving sales.Rate this question:
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- 9.
Successful retail organizations are recognizing that customer loyalty is a key factor in their success. What does customer loyalty mean to a retail business?
- A.
Loyal customers spend more time when making a purchase and that increases their value to the retailer
- B.
Customer loyalty decreases the amount of advertising a retailer must do to be competitive
- C.
Repeat business from loyal customer's increases a retailer's sales and profit because shoppers buy more often, recommend the retailer to others, and pay more for goods and services
- D.
Customer loyalty increases employee satisfaction and loyalty
Correct Answer
C. Repeat business from loyal customer's increases a retailer's sales and profit because shoppers buy more often, recommend the retailer to others, and pay more for goods and servicesExplanation
Customer loyalty means that customers consistently choose to do business with a particular retailer over its competitors. This loyalty is valuable to a retail business because loyal customers tend to spend more time when making a purchase, increasing their value to the retailer. Additionally, customer loyalty reduces the need for extensive advertising as loyal customers often recommend the retailer to others. Moreover, repeat business from loyal customers leads to increased sales and profit for the retailer because these customers buy more frequently and are willing to pay more for goods and services.Rate this question:
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- 10.
What is the best way for a Retail Manger to increase productivity and sales growth?
- A.
Effectively selecting, training, coaching and retaining the best Sales Associates
- B.
Telling Associates to recover and merchandise the sales floor
- C.
Posting sales goals for the department and Sales Associates
- D.
Developing a solid merchandise and sales plan
Correct Answer
A. Effectively selecting, training, coaching and retaining the best Sales AssociatesExplanation
The best way for a Retail Manager to increase productivity and sales growth is by effectively selecting, training, coaching, and retaining the best Sales Associates. This is because having well-trained and motivated sales associates will lead to better customer service, increased sales, and improved productivity. By investing in the development and retention of skilled sales associates, the manager can create a strong sales team that is capable of driving sales growth.Rate this question:
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- 11.
When discussing with an Associate how to handle an upset and dissatisfied customer, it is BEST to:
- A.
Coach the associate for the price of the shirt
- B.
Coach the associate to inform the customer to stop being angry
- C.
Coach the associate to allow the customer to vent her anger
- D.
Coach the associate to diffuse the customer's anger first and find out why he/she is upset
Correct Answer
D. Coach the associate to diffuse the customer's anger first and find out why he/she is upsetExplanation
When handling an upset and dissatisfied customer, it is best to coach the associate to diffuse the customer's anger first and find out why he/she is upset. This approach allows the associate to address the customer's immediate emotions and concerns, showing empathy and understanding. By diffusing the anger, the associate can create a calmer environment for effective communication and problem-solving. Understanding the root cause of the customer's dissatisfaction is crucial in order to provide appropriate solutions and ensure customer satisfaction.Rate this question:
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- 12.
Which of the following is an indicator that the customer is ready for a sale?
- A.
The customer asks the sales associate for the price of a shirt
- B.
The customer approaches the counter and reaches for her purse
- C.
The customer continues searching through the tie rack for a complimentary tie
- D.
The customer decides to make a call to check on shirt sizes with her husband
Correct Answer
B. The customer approaches the counter and reaches for her purseExplanation
When a customer approaches the counter and reaches for her purse, it indicates that she is ready to make a purchase. This action suggests that she has found what she wants, has made a decision, and is prepared to pay for the item. Approaching the counter and reaching for her purse shows a clear intention to complete the transaction and is a strong indicator that the customer is ready for a sale.Rate this question:
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- 13.
When the customer gives a "buying signal," what should the sales associate do?
- A.
Determine if the customer needs anything else
- B.
Turn the customer over to a more seasoned sales associate
- C.
Wait to see if the customer wants anything else
- D.
Close the sale before the customer changes his/her mind
Correct Answer
D. Close the sale before the customer changes his/her mindExplanation
When a customer gives a "buying signal," it means that they are showing interest and are likely to make a purchase. In this situation, the sales associate should close the sale before the customer changes their mind. This means finalizing the transaction and ensuring that the customer completes the purchase. By doing so, the sales associate capitalizes on the customer's interest and increases the chances of making a successful sale.Rate this question:
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- 14.
When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Making no eye contact and looking away when dealing with an angry customer face to face will not feel better for you and the customer. Eye contact is an important aspect of communication, and avoiding it can be perceived as disrespectful or disinterested. Maintaining eye contact shows attentiveness and empathy, which can help in de-escalating the situation and building rapport with the customer. Therefore, the correct answer is False.Rate this question:
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- 15.
Customers trust you more if they have problems with your product or service and receive a speedy resolution, than if they have no problems with your product at all.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Customers trust you more if they have problems with your product or service and receive a speedy resolution, than if they have no problems with your product at all. This is because when customers encounter an issue and it is resolved quickly and effectively, it demonstrates that the company is responsive, reliable, and cares about customer satisfaction. It builds trust and confidence in the brand, as customers feel reassured that any future problems will also be addressed promptly. On the other hand, if customers never experience any issues, they may not have the opportunity to gauge the company's responsiveness and may not develop the same level of trust.Rate this question:
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- 16.
The most credible advertising is a satisfied customer.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that the most effective form of advertising is when a customer is satisfied with a product or service and shares their positive experience with others. This is because people are more likely to trust recommendations and reviews from real customers rather than traditional advertising methods. Word-of-mouth advertising from satisfied customers can build trust and credibility for a brand, leading to increased customer loyalty and potential new customers. Therefore, the statement is true.Rate this question:
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- 17.
You're helping a fellow store locate some inventory in their computer system. You are helping them over the phone. He/she is just not getting what you are trying to explain. How much time do you spend explaining it to him/her?
- A.
I'd work with him/her as long it takes.
- B.
10 minutes or so; I'd go through it once as quickly as possible and then hang up.
- C.
About half an hour; I'd make sure he/she understands at least the basics.
- D.
None at all; I'd get frustrated the first time he/she says "I don't understand."
Correct Answer
A. I'd work with him/her as long it takes.Explanation
The correct answer is "I'd work with him/her as long it takes." This answer shows a willingness to be patient and persistent in helping the person understand. It demonstrates a commitment to providing support and assistance until the issue is resolved, regardless of how much time it may take. This approach is important in ensuring effective communication and problem-solving, especially when assisting someone remotely.Rate this question:
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- 18.
Two inexperienced employees are assigned to work with you on an important project with a tight deadline. How do you feel?
- A.
Glad, I like mentoring others
- B.
Angry, I don't have time to baby-sit
- C.
Annoyed, I can work faster on my own
- D.
Indifferent, I'll teach them what I can within the deadline
Correct Answer
A. Glad, I like mentoring othersExplanation
This explanation suggests that the person feels glad because they enjoy mentoring others. They see this as an opportunity to guide and support the inexperienced employees, even though the project has a tight deadline.Rate this question:
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- 19.
You are working on the sales floor, when you notice one of your friends stealing. What do you do?
- A.
Ask you friend, "what are you doing? Put that down! I can get fired!"
- B.
Let your friend walk out the store, and tell them later never to steal from your job again.
- C.
Call the 911
- D.
Take the stolen product back from them yourself and kick them out the store.
- E.
Don't say anything to your friend, contact your Store Manager or Loss Prevention Department immediately and let them handle it.
Correct Answer
E. Don't say anything to your friend, contact your Store Manager or Loss Prevention Department immediately and let them handle it.Explanation
It is important to prioritize the safety and security of the workplace. Confronting the friend directly may escalate the situation and put the job at risk. Instead, it is best to inform the Store Manager or Loss Prevention Department who are trained to handle such situations and can take appropriate actions to address the theft. This ensures that the incident is handled professionally and responsibly.Rate this question:
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Current Version
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Apr 22, 2024Quiz Edited by
ProProfs Editorial Team -
Jul 21, 2009Quiz Created by
Ksmartt
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