26. A customer comes back into the store with a sport coat you sold him screaming that it is the biggest piece of junk he has ever owned. It fell apart when he had it dry cleaned. What should you do? You may mark only one answer

1. Tell the customer to change his attitude right now or you will call the police and have him kicked out.

2. Tell the customer that you don't have to take his verbal abuse and that unless he changes his tone of voice you are not going to wait on him.

3. Tell the customer to wait right there while you get the manager.

4. Tell the customer to leave, and when he cools down to come back and you will help him.

5. Tell the customer you can tell he's upset, and if he could just try to explain the problem you will do everything in your power to make sure he's satisfied.

27. Asking a customer to "sign the contract" can kill a sale right when you're about to "close". "Sign" and "Contract" are two of those "scare" words we should avoid using. Which terminology should we use? You may mark only one answer

1. "Could you please put your O.K. on the paperwork?"

2. "Just endorse the file copies."

3. "Could you please put your John Hancock on the dotted line?"

4. "Could you please authorize the agreement?"

5. "Could you please put your approval on the paperwork?"

28. When is it O.K. to tell a lie to a customer, or make a promise you know you can't keep? You may mark only one answer

1. Whenever it is necessary to make a sale!

2. If the lie is small and inconsequential and the promise isn't a significant part of the deal.

3. Only if it is an accepted standard operating procedure of your company.

4. Never. Don't lie and don't make promises you can't keep.

5. As long as they do not have a witness to what you lied about or what promises you made.