Customer Service and Sales Skills
Customer Service and Sales Skills tests the sequence of a good retail interaction: opening, needs discovery, product presentation, objection handling, closing, and after-sales support. Questions often present a short customer scenario and ask for the next best action or the difference between a feature and a benefit.
Service and selling rules
- Greet the customer promptly, but do not crowd; match your approach to browsing versus urgent need.
- Use open questions (“What will you use it for?”) before closed questions (“Is this for school?”).
- Convert features into benefits: “water-resistant” is a feature; “books stay dry in rain” is the benefit.
- Handle objections with acknowledge–clarify–respond; never argue or dismiss.
- Confirm the decision, explain care or return terms, and offer after-sales help.
Worked example
A parent wants a school bag for a 12-year-old, budget ₹1,500, and mentions heavy books and rain. The sales associate should first confirm use and budget, then show two bags within budget. For Bag A, the associate says: “This has a padded back and reinforced stitching, so heavy books are more comfortable and the seams are less likely to tear.” That links features to the customer’s stated needs. If the customer says Bag A is too heavy, the associate acknowledges the concern, compares Bag B’s weight, and lets the customer decide.
Marks traps
Do not jump to the most expensive product before discovering needs. Do not promise a discount, delivery date, or return facility that store policy does not allow. In service recovery, apologise and fix the problem; blaming the customer loses marks.