Mad CSR Skillz Yo
- 1.
68% of retail customers have left and not returned to stores due to what reason?
- A.
Poor product selection
- B.
Rude, discourteous or dissatisfying service
- C.
Uninformative service or help
- D.
Moving away from the area
Correct Answer
B. Rude, discourteous or dissatisfying serviceExplanation
The correct answer is "rude, discourteous or dissatisfying service." This means that 68% of retail customers have decided not to return to stores because they have experienced service that was impolite, disrespectful, or unsatisfactory.Rate this question:
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- 2.
Riding Warehouse promotes honest selling techniques and takes the "Used Car Salesman" approach to helping our customers.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Of course we promote honest selling techniques, which is actually why we do NOT take the infamous "Used Car Salesman" sleazy approach!Rate this question:
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- 3.
Select all of the following appropriate courses of action when multiple customer groups enter our store and need assistance:
- A.
Act very busy and stressed so they know that you cannot help them right away.
- B.
Ask the newcomers if they need immediate assistance in order to prioritize the groups
- C.
Ask for extra assistance on the retail floor from some of the CSRs in back
- D.
Ignore the newcomers.. if you make eye contact, they might ask for help and distract you!
- E.
Let your current customer know that you are going to offer assistance to other customer groups, then you'll return to answer any more questions
- F.
Ask Tony to send you a warehouse runner so you don't have to keep leaving the retail floor.
Correct Answer(s)
B. Ask the newcomers if they need immediate assistance in order to prioritize the groups
C. Ask for extra assistance on the retail floor from some of the CSRs in back
E. Let your current customer know that you are going to offer assistance to other customer groups, then you'll return to answer any more questions
F. Ask Tony to send you a warehouse runner so you don't have to keep leaving the retail floor.Explanation
The correct answer includes appropriate courses of action when multiple customer groups enter the store and need assistance. These actions prioritize the groups and ensure that all customers are attended to efficiently. Asking the newcomers if they need immediate assistance helps in understanding their needs and prioritizing their assistance. Asking for extra assistance from the CSRs in the back helps in managing the increased workload. Informing the current customer about attending to other customer groups and then returning to answer any more questions maintains transparency and ensures their needs are addressed. Asking Tony to send a warehouse runner reduces the need to leave the retail floor repeatedly, allowing for better customer service.Rate this question:
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- 4.
A great way to boost customer's confidence in possible purchases is to compliment their choices and how they look when trying out apparel!
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Complimenting customers' choices and appearance when trying out apparel can indeed boost their confidence in making purchases. By acknowledging their decisions and complimenting their look, it creates a positive and supportive environment that encourages customers to feel good about their choices and increases the likelihood of them making a purchase. This approach helps to build a stronger relationship with customers and enhances their overall shopping experience.Rate this question:
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- 5.
Full explanations of your course of action are often helpful to keep customers "in the loop." What is the best example of using this technique to keep your customer informed of what is happening on your end of the phone?
- A.
"Let me check - be right back!"
- B.
"Do you mind if I put you on hold for a moment to verify the answer?"
- C.
"I have to ask my supervisor, hold on please!"
- D.
"Can you like, chill for a sec?"
Correct Answer
B. "Do you mind if I put you on hold for a moment to verify the answer?"Explanation
It is always good to let your customer know exactly what you are doing - give them a polite warning before putting them on hold. It is best to treat your customer with as much respect as possible, so phrasing a question is a better option than just saying "hold on!"Rate this question:
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- 6.
Select all the ways confident enthusiasm can affect your physical appearance:
- A.
Motivated body language
- B.
A shining smile
- C.
Engaged eye contact
- D.
Relaxed, friendly approach
- E.
Excited tone of voice
Correct Answer(s)
A. Motivated body language
B. A shining smile
C. Engaged eye contact
D. Relaxed, friendly approach
E. Excited tone of voiceExplanation
Confident enthusiasm can affect your physical appearance in various ways. Motivated body language shows that you are energetic and determined, which can make you appear more attractive and vibrant. A shining smile not only indicates happiness but also boosts your overall appearance, making you more approachable and friendly. Engaged eye contact demonstrates interest and confidence, making you appear more attentive and trustworthy. A relaxed and friendly approach helps create a positive and welcoming impression. An excited tone of voice conveys enthusiasm and passion, which can make you more engaging and persuasive.Rate this question:
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- 7.
When offering a price range of options, always push to sell the most expensive product.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Sometimes customers are first interested in items of the lowest cost, but introducing multiple, more expensive options often leads them to make a purchase that might be mid-range so they can "get what they pay for."Rate this question:
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- 8.
If a customer's objection to a purchase suggestion is an opportunity... how can you best take advantage of it?
- A.
Offer alternatives to better display your product knowledge.
- B.
Offer alternatives, outlining the benefits that would suit their specific needs.
- C.
Think "Oh well, I tried!" and let them shop for themselves.
- D.
Offer alternatives, making one item sound like the best thing ever that they simply CANNOT live without!
- E.
Tell them they are wrong, and they should really buy that product because you think its best.
Correct Answer
B. Offer alternatives, outlining the benefits that would suit their specific needs.Explanation
It is important to let the customer know that you hear and understand their concerns.. offer alternatives that can counter the issue they have with the original suggestion. Make the sale opportunity a personal experience for that individual customer.Rate this question:
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- 9.
BELIEVE in yourself and our products! If you're not quite convinced, then you certainly can't convince a customer -- offer something that you DO believe in instead!
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
We obviously don't want to speak poorly about any of our products, but you can be tactfully honest about the differences in quality between comparative products. This is often an opportunity to upsell - give them a reason to WANT the better version. Remember that selling is about finding what is right for that customer at that moment.Rate this question:
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- 10.
A customer calls sounding very upset that the helmet she purchased does not fit. She absolutely needs to send it back because she hates it.. what is the BEST way to respond to try to save this sale?
- A.
Tell her that she can take advantage of free return shipping, and we'll refund her right away. Complete customer satisfaction!
- B.
Tell her that she probably isn't wearing it right. Walk her through the helmet fitting process for the style she bought and try to convince her to keep it.
- C.
Tell her that she can take advantage of free return shipping, but you'd like to help find her an alternative style that will fit her the way she wants. Everyone should have a comfy helmet!
- D.
Tell her she can send it back to us for a refund, and she gets free shipping on an exchange so if there is another style she wants, she can include it on the exchange form.
Correct Answer
C. Tell her that she can take advantage of free return shipping, but you'd like to help find her an alternative style that will fit her the way she wants. Everyone should have a comfy helmet!Explanation
Free returns and exchange shipping are great, but complete customer satisfaction means finding them a product that they DO like instead! If the customer went out of her way to call us to tell us she hated the helmet, she is obviously in search of a remedy for this issue - use it as a selling opportunity!Rate this question:
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- 11.
If we don't carry the specific brand of a product a customer needs, offer some other websites that have it for sale instead.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
ALWAYS go above and beyond for EVERY customer! Get their info and we will try to bring that brand in to satisfy our customers!Rate this question:
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- 12.
Select all the most appropriate responses to a customer who thanks you for being such a great help!
- A.
No problem! We're happy to help!
- B.
It's my pleasure! Is there anything else I can do for you today?
- C.
You're so welcome!
- D.
We're here to help! Have a great day!
- E.
I know, I'm the best. You're lucky I was the one who picked up when you called!
- F.
No worries!
Correct Answer(s)
B. It's my pleasure! Is there anything else I can do for you today?
C. You're so welcome!
D. We're here to help! Have a great day!Explanation
Try to avoid negatively-connotative words or terms such as "no problem" - this can possibly suggest that the customer's request COULD have been a problem. Positive thinking is always better! :DRate this question:
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- 13.
What are some of the best ways to inform the customer about the products they are interested in?
- A.
Offer to show them the description on our website.. we include helpful tips and links there!
- B.
Talk about how you use the product all the time and don't give them any time to ask questions, just convince them its the best and they need it!
- C.
Use personal or vicarious experience to verify the products' effectiveness
- D.
Offer to bring the products/options out for them to see it for themselves
- E.
Make up stories about how these products saved someone's life one time!
Correct Answer(s)
A. Offer to show them the description on our website.. we include helpful tips and links there!
C. Use personal or vicarious experience to verify the products' effectiveness
D. Offer to bring the products/options out for them to see it for themselvesExplanation
The correct answer suggests that one of the best ways to inform the customer about the products they are interested in is by offering to show them the description on the website, which includes helpful tips and links. This allows the customer to gather detailed information about the product at their own pace. Additionally, using personal or vicarious experience to verify the product's effectiveness can build trust and credibility. Offering to bring the products/options out for the customer to see it for themselves allows them to have a hands-on experience, which can enhance their understanding and decision-making process.Rate this question:
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- 14.
The best way to make a disgruntled customer feel better about their situation is to show that you are on their side and you are happy to dedicate your time to finding a solution to ensure their satisfaction!
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The explanation for the given correct answer is that by showing empathy and a willingness to help, it can help in calming down a disgruntled customer and making them feel heard and understood. This can create a positive impression and increase the chances of finding a satisfactory solution to their problem, ultimately leading to their satisfaction.Rate this question:
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- 15.
If you are having a bad day and are not THAT excited about having to help customers on the retail floor, what are the best options to change the situation?
- A.
Pretend you're sick and just go home. Nobody wants to be around you anyway.
- B.
Put a smile on your face and think happy thoughts. It's really not the worst job in the world...
- C.
Tell your coworkers about your bad morning and ask them to help cheer you up! Sometimes a positive attitude is a team effort!
- D.
Put on a happy face for the customers, but as soon as they leave talk bad about them to make yourself feel better.
- E.
Greet every customer with a smile and hope that the happy energy you put out is returned by every customer to pick up your mood!
- F.
Google pictures of baby animals to make you smile.
Correct Answer(s)
B. Put a smile on your face and think happy thoughts. It's really not the worst job in the world...
C. Tell your coworkers about your bad morning and ask them to help cheer you up! Sometimes a positive attitude is a team effort!
E. Greet every customer with a smile and hope that the happy energy you put out is returned by every customer to pick up your mood!Explanation
Remember that we are all looking out for one another. If today is not your day, we can all help! A positive attitude is easily inflated with positive surrounding energy. However, YOUR attitude is ultimately your personal responsibility and nobody can actually change your mindset or attitude, you have to do that yourself.
Also.. though googling pictures of animals might help, it would be considered a distraction and cannot be considered a correct answer for quizzing purposes. :DRate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Feb 08, 2014Quiz Created by
Amandarw
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