2 CS Book

1.

1 point

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

True

False

2.

1 point

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

3.

1 point

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

4.

1 point

What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?

1/4

1/3

2/3

5.

1 point

Communication is important! When providing service to a person who is hearing impaired, you should:

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 customer?

Speak as loudly as you can, speak clearly, and stand very close to his ear while you talk

Ask the customer how he would like to communicate

6.

1 point

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

True

False

7.

1 point

By becoming an expert at special orders, you may benefit by:

Learning more about the products you sell

Learning more about customer needs and interests

Getting to know people in other departments

All of the above

8.

1 point

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

9.

1 point

If you are shipping an item, it may be appropriate to enclose a “Thank you note” with your business card attached.

True

False

10.

1 point

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

True

False

11.

1 point

When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time.

True

False

12.

1 point

To assist your customers in a personal way, you should become familiar with:

Entertainment centers and movie theaters in the district

Their relatives, special friends, and loved ones

Resources in and near your store

13.

1 point

Which of the following steps will help you keep commitments to customers?

Immediately stopping whatever you’re doing to take care of phone customer requests

Calling customers back only when you can find the requested item or information

Calling customers back in a timely manner

Promising customers you will find the items they request

14.

1 point

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

15.

1 point

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

16.

1 point

Turn your phone interaction into a loyal customer by:

Letting the customer know about sales events

Mentioning services he may not be aware of

Offering to ship items directly to the customer

All of the Above

17.

1 point

To help build customer loyalty, you should:

Say what you’ll do and be very clear on what you are promising; make notes so you will remember

Not risk disappointing a customer by telling him when you cannot make an exception

Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices

A and C

18.

1 point

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

True

False

19.

1 point

When working with customers with disabilities be sure to take your time, be patient, and:

When you can, make decisions for the customer

Speak loudly, using a lot of hand gestures

Let the customer help you understand his needs

20.

1 point

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

21.

1 point

7. When customers request any of the service “extras” your store offers:

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.

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 contact Customer Service for further information

22.

1 point

When balancing service between phone customers and those you may already be helping in the store, you should:

Move your in-store customer over to by the phone and help both customers at the same time

Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone

Tell your in-store customer that you need to get the phone and she should look around for awhile

23.

1 point

You should make sure that, in your absence, other sales associates do not have access to information about your special orders.

True

False

24.

1 point

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

25.

1 point

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

True

False