DCA Customer Service & Sales Techniques 3 — Questions and Answers
Question 1: A customer who purchased a diamond ring six months ago returns saying the stone looks dull. Before recommending a solution, what should the salesperson do FIRST?
- Apologize and offer a full refund immediately
- Inspect the ring thoroughly to determine if the issue is dirt, damage, or a quality defect (Correct answer)
- Explain that diamonds naturally lose their brilliance over time
- Direct the customer to the manufacturer's warranty department
Correct answer: Inspect the ring thoroughly to determine if the issue is dirt, damage, or a quality defect
A thorough inspection first allows the salesperson to accurately diagnose the problem and recommend the appropriate solution, whether cleaning, repair, or a warranty claim.
Question 2: Which closing technique involves asking the customer to choose between two positive options rather than asking yes or no?
- The assumptive close
- The alternative choice close (Correct answer)
- The urgency close
- The summary close
Correct answer: The alternative choice close
The alternative choice close moves the decision from 'buy or not buy' to 'which one' — for example, 'Would you prefer the platinum or white gold setting?'
Question 3: During a sales consultation, a customer mentions they are also shopping at two other jewelers. The salesperson should:
- Offer an immediate discount to prevent the customer from leaving
- Provide a compelling reason to return, such as a unique service or product, and invite a follow-up appointment (Correct answer)
- Discourage the customer from visiting competitors by pointing out their weaknesses
- Ask the customer to make a decision before leaving the store
Correct answer: Provide a compelling reason to return, such as a unique service or product, and invite a follow-up appointment
Giving the customer a genuine reason to return — such as a one-of-a-kind service, custom design option, or educational experience — is more effective and ethical than pressure tactics.
Question 4: What is the PRIMARY benefit of building a customer profile with purchase history and personal preferences?
- It allows the store to sell customer data to third-party marketers
- It enables personalized outreach for anniversaries, upgrades, and new arrivals that match past preferences (Correct answer)
- It helps the store identify which customers are most likely to return items
- It simplifies the store's inventory management process
Correct answer: It enables personalized outreach for anniversaries, upgrades, and new arrivals that match past preferences
Maintaining detailed customer profiles enables relationship-based selling, including timely outreach for meaningful occasions that drives repeat business and referrals.
Question 5: A customer purchasing a diamond as an investment asks about resale value. The MOST honest and helpful response is to:
- Confirm that diamonds are one of the best investment assets available
- Explain that retail diamonds typically do not appreciate in value and guide the customer toward the jewelry's intrinsic and sentimental worth (Correct answer)
- Suggest the customer buy the largest diamond possible to maximize future returns
- Avoid the topic and redirect to the emotional value of the purchase
Correct answer: Explain that retail diamonds typically do not appreciate in value and guide the customer toward the jewelry's intrinsic and sentimental worth
Honest advice about diamond resale values builds trust and credibility, even if it means redirecting the customer's investment expectations toward the true value of fine jewelry.
Question 6: Which of the following is an example of an 'add-on sale' in a jewelry retail context?
- Selling a customer a more expensive diamond than they originally requested
- Recommending a care kit, insurance plan, or matching wedding band after the main purchase is agreed upon (Correct answer)
- Offering a discount on the current purchase to secure the sale
- Suggesting the customer return later for a more expensive piece
Correct answer: Recommending a care kit, insurance plan, or matching wedding band after the main purchase is agreed upon
Add-on sales involve complementary products or services — like a jewelry cleaning kit, an extended service plan, or a matching piece — presented after the primary purchase decision is made.
Question 7: A customer returns a diamond ring they received as a gift and says, 'It just isn't my style.' The BEST approach is to:
- Inform the customer that gift purchases are final sale
- Express understanding, explore their personal style, and guide them toward an exchange they'll love (Correct answer)
- Offer store credit only and discourage further shopping that day
- Call the gift-giver to get approval before processing any exchange
Correct answer: Express understanding, explore their personal style, and guide them toward an exchange they'll love
Treating a return as an exchange opportunity by genuinely exploring the customer's style preferences can convert a potentially negative interaction into a loyal customer relationship.
DCA Customer Service & Sales Techniques 3
A customer who purchased a diamond ring six months ago returns saying the stone looks dull.
Before recommending a solution, what should the salesperson do FIRST?