FREE SSC Product Knowledge and Sales Skills Questions and Answers
How can an angry guest be transformed into a loyal one?
Explanation:
An angry guest can be transformed into a loyal one by handling their complaint efficiently and patiently. This means actively listening to their concerns, addressing the issue promptly, and providing a satisfactory resolution. By doing so, the guest feels heard, valued, and respected, which can turn their negative experience into a positive one. This level of customer service can build trust and loyalty, as the guest sees that their concerns are taken seriously and that the establishment is committed to providing a positive experience.
John wants to have internet service with any of his family members. What question would be appropriate to ask?
Explanation:
The question "How many computers do you currently have?" would be appropriate to ask because it helps determine the number of devices that would need internet access. This information is important to select an internet service plan that can accommodate multiple devices simultaneously.
A client says they want to reschedule a call for another time. What’s the best response?
Explanation:
When clients need to reschedule, it’s important to accommodate their needs. This sales test question assesses whether a candidate can remain professional when managing clients.
Jenny has a new computer and just called in to have internet service. What is the best question that you think will help you uncover her needs for the internet?
Explanation:
The question "What are the things that you plan to do online?" is the best question to uncover Jenny's needs for the internet because it directly asks about her intended online activities. By knowing what she plans to do online, it will be easier to determine the required internet speed, data usage, and any specific features or services she may need. This question provides valuable information to tailor the internet service to her specific needs.
What are some factors that differentiate products?
Explanation:
The factors that differentiate products are service, convenience, social and environmental issues, and value. These factors set one product apart from another and make it unique. Service refers to the level of customer support and assistance provided by the company. Convenience relates to how easy and accessible the product is for the consumer. Social and environmental issues consider the impact of the product on society and the environment. Value refers to the benefits and quality offered by the product in relation to its price. These factors contribute to the overall perception and desirability of a product in the market.
Meredith had her phone service for 10 years but she is considering having a bundled package of High-Speed and Home Phone Service. Which of these questions will help you identify what High-Speed and Home Phone Service plan to Offer?
Explanation:
The question "How much are you paying for your phone service per month?" will help identify what High-Speed and Home Phone Service plans to offer because it will provide information about the current cost of the phone service. By knowing the monthly payment, it will be easier to compare it with the cost of the bundled package and determine if it is a more cost-effective option.
Which of the following isn’t an indicator a client may be ready to upsell?
Explanation:
A huge part of customer relations is reading between the lines. This question probes whether a candidate can think critically and problem-solve on the fly.
A client raises their voice on a call. What’s the best way to respond?
Explanation:
Great salespeople let clients drive the conversation — even when the client is upset. This sales test question gauges whether a candidate will stay cool under pressure.
Kristine is a luncheon server at the Bread Basket restaurant in a downtown hotel. Which of the following statements/questions by her is an example of effective suggestive selling?
Explanation:
The statement "Our soup of the day is a freshly made beef broth with portobello mushrooms and barley" is an example of effective suggestive selling because it provides specific details about the soup, highlighting its freshness and ingredients. By describing the soup in a tempting way, the server is encouraging the customer to consider ordering it.
Diane currently ordered VOIP service from Vonage and is looking for high-speed internet service to make it work. She is a graduating music student and she already ditched her landline since it costs her too much. How would you best position Cable High-Speed internet service?
Explanation:
The given answer positions Cable High-Speed internet service as a cost-effective and convenient solution for Diane. It highlights the high-speed capabilities of the service, emphasizing that it is 100 times faster than regular dial-up. The answer also mentions that the service will complement Diane's VOIP service, allowing her to download music compositions quickly. The answer further emphasizes the affordability of the service, offering a discounted price of $29.95/month for the first 6 months and $41.95 thereafter. Overall, the answer presents Cable High-Speed internet service as a practical and beneficial choice for Diane's needs.
Lisa is a home-based web page manager. She mostly uploads pictures and video presentations for her web page. Knowing Lisa’s needs how would you present the product to her?
Explanation:
The correct answer provides a clear and concise explanation of the benefits of the high-speed service for Lisa's needs. It highlights the high-speed upload and download speeds, which are essential for uploading pictures and video presentations quickly. Additionally, it emphasizes the cost-effectiveness of the service, with a discounted price for the first three months. The answer also uses positive language, such as "hassle-free" and "wonderful," to create a sense of excitement and satisfaction for Lisa.