Quiz 2: Meet Your Customers’ Needs

1. Customer Service Quiz 2: Meet Your Customers’ Needs

2. As a sales associate, you can influence a shopper’s decision to return to your store by making shopping a more enjoyable experience. • True • False

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5. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: • An enjoyable atmosphere and super service • Free coffee and doughnuts, and a clean restroom • Sales associates who look snazzy and take turns helping customers

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8. Small kindnesses to your customers may include: • Letting the customer make a local call to verify appropriateness or preference • Consolidating many small packages into one large shopping bag • Bringing merchandise to an older or disabled customer while he sits down • Telling a customer about a lounge where she may tend to her baby’s needs • All of the above

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11. To assist your customers in a personal way, you should become familiar with: • Their relatives, special friends, and loved ones • Entertainment centers and movie theaters in the district • Resources in and near your store

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14. You should match your store services with customers who will appreciate them by paying attention to each customer’s unique needs and interests. • True • False

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17. In preparing a resource list for your customers, you should consider including: • Local companies that have complementary services to the products you sell • Phone numbers that customers have requested in the past, such as a taxi service • Information about companies you recommend, such as repair shops • All of the above

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20. When customers request any of the service “extras” your store offers: • Tell them they’ll have to contact Customer Service for further information • Make a note in your client record system so you can provide more personalized service when those customers return in the future • Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time

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23. When working with customers with disabilities be sure to take your time, be patient, and: • Speak loudly, using a lot of hand gestures • Let the customer help you understand his needs • When you can, make decisions for the customer

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26. What portion of the general population may have disabilities which are not obvious and may be difficult to perceive? • One-third • Two-thirds • One-fourth

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29. You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience. • True • False

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32. Your manager should warn you in advance if you will be giving service to a customer with significant disabilities. • True • False

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35. You should go out of your way to make customers with disabilities feel like they don’t have to do anything. • True • False

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38. You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting. • True • False

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41. To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities. • True • False

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44. You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child. • True • False

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47. When providing service to customers with disabilities, you usually should not provide physical assistance unless it has been requested. • True • False

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50. Communication is important! When providing service to a person who is hearing impaired, you should: • Ask the customer how he would like to communicate • Speak as loudly as you can, speak clearly, and stand very close to his ear while you talk • Call over to your sales associates and tell them you have a disabled person to work with, would they please take care of the other customers?