Customer Service & Sales

It is the night before Thanksgiving, and the checkout lines at the grocery store are very long. When it is her turn, Carrie exclaims loudly, "It's about time! I've been in line for 15 minutes. Why don't you have more cashiers?" Which of the following is the BEST response the cashier can make? A. "I appreciate your patience, and I'll pass on your suggestion to the manager." B. "I am sorry, I'm working as fast as I can. This is the busiest day of the year." C. "I suggest you fill out one of the customer feedback cards and drop it in the box." D. "The manager makes the decisions about staffing. You can talk to her on your way out."

A. "I appreciate your patience, and I'll pass on your suggestion to the manager."

At checkout a product's barcode cannot be scanned, and there is no price tag on the item. What should the cashier do FIRST? A. Manually enter the code. B. Have another associate do a price check. C. Ask the customer to get another item off the shelf. D. Ask the customer if she knows the price of the product.

A. Manually enter the code.

When greeting a customer on the telephone, which of the following greetings is MOST appropriate? A. "Good morning, XYZ Company. This is Mr. Polsky. How may I direct your call?" B. "Good morning. You have reached XYZ company. How may I help you?" C. "Good morning, XYZ Company. We are currently working with customers. May I take your name and number and call you back?" D. "Good morning, XYZ Company. Please hold. I'll be happy to assist you in one moment."

B. "Good morning. You have reached XYZ company. How may I help you?"

What does the technique of asking open-ended questions allow a sales associate to accomplish for the customer? A. A speedier sales transaction. B. A quicker match to the right product. C. Increased motivation to make a purchase. D. Increased purchasing power.

B. A quicker match to the right product.

What are the PRIMARY types of retail training for sales associates? A. Accounting procedures and stock management. B. Product knowledge and company procedures. C. Special orders and delivery scheduling. D. Vendor relationships in site locations.

B. Product knowledge and company procedures.

As you walk up the aisle, you'll notice a fellow associate struggling to assist a customer. What is the best course of action? A. Continue what you were doing. B. Ask the customer if you can help. C. Stop, greet your teammate, and ask if you can be of service. D. Let your fellow associate know that you will get a manager.

C. Stop, greet your teammate, and ask if you can be of service.

After eating a delicious meal at a restaurant, the customer completes a survey card that is on the table. The customer writes about how great the food and service was during the customer's dining experience. Which of the following describes the benefit of this customer contact approach? A. Makes customer feedback easy. B. Makes sure customers have no verbal contact. C. Make sure the business knows how to contact clients. D. Makes sure customers know how to contact the business.

A. Makes customer feedback easy.

Why is it important for sales associates to test or sample the products they will be selling? A. Associates may want to purchase a product for themselves. B. Customers are likely to ask questions about the products. C. It helps associates appear engaged while on the sales floor. D. Managers often administer tests on the products' features.

B. Customers are likely to ask questions about the products.

If a customer enters the store to purchase a set up dinnerware, why is it considered good customer service for a sales associate to suggest additional products such as a tablecloth and napkins? A. All of these items work together to enhance the look and enjoyment of a dining table. B. Tablecloths and napkins likely have a higher profit margin than the dinnerware. C. The customer might not know that a matching tablecloth and napkins are within budget. D. These products will impress the customer's friends, which might lead to new customers.

A. All of these items work together to enhance the look and enjoyment of a dining table.

A store's telephone service center is busy. A customer has been on hold and is impatient when the customer service representative answers the phone to take her order. After apologizing, what should the customer service representative do? A. Ask how he or she can help the customer. B. Ask for the customer's order number. C. Explain the reason for the delay. D. Offer to discount the customer's order.

A. Ask how he or she can help the customer.

Which of the following is NOT a way that retailers process and are able to track transactions today? A. Self-checkouts B. Mobile tablets C. Cash handed to a representative in the store D. Handheld devices

C. Cash handed to a representative in the store

Which of the following methods demonstrates the BEST way to avoid the loss of a sale based on the customer's cost constraints? A. Continue speaking about the product's benefits until the customer consents to purchasing everything offered. B. Do not mention the total cost until the end of the sale in order to keep the customer focused on benefits. C. Keep the customer's budget in mind by offering only what is needed and suggest other items for future consideration. D. Review the customer's needs and explain why all accessories and services should be purchased at the same time.

C. Keep the customer's budget in mind by offering only what is needed and suggest other items for future consideration.

A sales associate who was loading a chair into a customer's car scratches the leg of the chair, leaving a mark. What should the associate do? A. Thank the customer for the purchase and go back into the store. B. Acknowledge the scratch mark and tell the customer that it is not noticeable. C. Suggest that the customer return to the store to receive a discount on the item. D. Acknowledge the mark, take the item back to the store and exchange it for a new one.

D. Acknowledge the mark, take the item back to the store and exchange it for a new one.

What are examples of customer mindsets? A. Innovation/Trend buyer B. Loyal customer C. Impulse buyer D. All answers are correct

D. All answers are correct

What is a positive example of how you could offer an upsell to a customer when they are in the process of making their purchase? A. "Would you like that as a full meal? You can add on a side or a salad, plus a drink, for an extra $5.00." B. "Yes! We do have the newest model of this laptop available with all of the most up to date features that I can show you." C. "When you were mentioning how you would use a new phone, 64GB would be enough storage, but if your daughter will be taking large amounts of photos and videos, you'll want to get at least 128GB." D. All answers are correct.

D. All answers are correct.

What should a store associate strive to accomplish in their role regarding customer purchase decisions? A. Provide a positive and memorable experience. B. Greet and make a connection with the customer. C. Ask if there are other ways that you can help them. D. All answers are correct.

D. All answers are correct.

A mother purchased a new softball bat for her daughter, who is playing softball for the first time. The bat that the sales associate recommended was too heavy. The mother is now returning the bat. What is the BEST course of action for the customer service representative? A. Apologize, but let the customer know that she would be unable to return the bat since it has been used. B. Apologize and tell the customer that you will inform the manager about the sales associate error. C. Apologize, process the return, and thank the customer for bringing the mistake to your attention. D. Apologize, accept the bat, and offer to help the mother find the proper size bat for her daughter.

D. Apologize, accept the bat, and offer to help the mother find the proper size bat for her daughter.

A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to have the legs. When the customer returns to pick the pants up, the legs are too short. The customer tells the sales associate "This will never do. I can't wear them like this. You're going to have to change the hem." How should the sales associate respond? A. Agree to alter another pair of pants without acknowledging the mistake. B. Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake. C. Tell the customer that the fit was based on accurate measurements. D. Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.

D. Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.

In order to understand the customer's reasons for buying and to find out which product is appropriate for her, which of the following is the BEST way to gather information from the customer? A. Give a demonstration and then ask questions about what the customer has seen, heard, and thinks. B. Ask questions but disregard the answers if the customer is not clear about what she wants. C. Ask technical questions that may be challenging for the customer to answer but may get you the information you need quickly. D. Ask questions that make the customer share her needs and help her make choices and take action.

D. Ask questions that make the customer share her needs and help her make choices and take action.

A customer wants her grocery store to start carrying a new item. She asks a stock clerk if that is possible. How should the clerk respond? A. Tell her that the store does not typically do special orders. B. Let her know that the item is not a popular item. C. Send her to another grocery store or specialty store that may carry the item. D. Ask the manager on duty to talk with her about stocking the item.

D. Ask the manager on duty to talk with her about stocking the item.

Which of the following is NOT an example of taking accountability? A. Using feedback as an opportunity to improve. B. Asking coworkers how you are doing. C. Seeking feedback from your supervisor. D. Assuming you are doing the best work, regardless of feedback.

D. Assuming you are doing the best work, regardless of feedback.

Which is the BEST way for a sales associate to react to a customer complaint? A. Record the customer complaint and the steps taken to handle the complaint. B. Review company policy to ensure that the customer service policies were correctly followed. C. Look for the sales associate responsible and let that person know that the customer is unhappy. D. Ensure understanding of the issue and use it as an opportunity to improve customer satisfaction.

D. Ensure understanding of the issue and use it as an opportunity to improve customer satisfaction.

You are the only sales associate working in the department. You are currently working with two customers when your department receives a phone call. Which of the following should you do? A. Quickly answer the phone call, asking the customer to hold. B. Finish helping the two customers in the department before answering the phone. C. Call out for additional assistance to your department to help with your customers. D. Excuse yourself politely and answer the phone, calling the customer back if necessary.

D. Excuse yourself politely and answer the phone, calling the customer back if necessary.

What is the best way for an employee to discourage shoplifting in a retail store? A. Ask customers why they are shoplifting. B. Leave customers alone. C. Make sure the store is neat and clean. D. Provide quality customer service.

D. Provide quality customer service.

Other than company and manufacturers brochures, which resources are best to help sales associates stay current on products and services? A. Informational videos, company websites, and sales flyers. B. Informational videos, experienced sales associates, and TV ads. C. Informational videos, blogs, and sales flyers. D. Experienced sales associates, sales flyers, and an online encyclopedia.

A. Informational videos, company websites, and sales flyers.

In the CRAVED model, why is it important to understand that certain products are considered removable when interacting with customers? A. It helps in implementing effective anti-theft measures. B. It helps in setting appropriate customer expectations. C. It allows for better marketing strategies. D. It improves the speed of customer checkouts.

A. It helps in implementing effective anti-theft measures.

A customer on the telephone says she is unhappy with your store's return policy. In order to turn the situation around, which of the following should you do FIRST? A. Listen actively to what the customer says to understand her complaint. B. Tell the customer that other shoppers are happy with your store. C. Repeat the complaint to a teammate and ask for suggestions. D. Suggest other ways the company might address the customer concerns.

A. Listen actively to what the customer says to understand her complaint.

A customer calls to order a bouquet of tulips from a florist. Tulips are out of season and the florist will not be able to order them for three months. Which of the following is the associate's BEST course of action? A. Offer different flowers and notify the customer when tulips are available. B. Provide phone numbers of other local florists who might currently carry tulips. C. Tell the customer that tulips are impossible to order at this time of year. D. Ask the customer to call back when the owner is available.

A. Offer different flowers and notify the customer when tulips are available.

A customer calls a banking call center to report that the ATM fees on his account are incorrect. During the call, the call centers computer system goes down, making it impossible to check the customer's account. What should the call center associate do? A. Offer to call the customer back when the computer system is working. B. Suggest that the customer use online banking instead of the call center. C. Tell the customer to try calling in about an hour when the system may be working. D. Put the customer on hold and hope that the computer system will be working soon.

A. Offer to call the customer back when the computer system is working.

A customer comes into your store wishing to purchase a specific item. You do not carry the item, so you attempt to sell him a similar item. The customer is committed to buying the specific item and you can special order it from the vendor. Why should you order the item? A. Special orders provide additional service and build customer loyalty. B. Special orders are something every sales associate should know how to do. C. Special orders are more profitable for the store and will help you make your sales goal. D. Special orders usually cost less than the items you normally carry.

A. Special orders provide additional service and build customer loyalty.

A customer walks into a gift shop 15 minutes before it is scheduled to close. The sales associate needs to leave right after closing for an appointment as the sales associate. What is the BEST way to address the customer? A. Inform the customer of the items on sale and ask whether you can help him or her find anything. B. Greet the customer and ask how you may help him or her. C. Smile and politely let the customer know the shop will be closing in 15 minutes. D. Make eye contact and observe the customer to determine his interest.

B. Greet the customer and ask how you may help him or her.

Three customers enter a store together. A sales associate saw them earlier in the week but none of them made a purchase. The sales associate would like to ensure that they are not shoplifting. Which of the following is the BEST approach for the sales associate to take in this situation? A. Kindly ask them to leave the store. B. Greet them and offer to help them find what they are looking for. C. Immediately call the police and keep an eye on them while they are in the store. D. Contact a supervisor or loss prevention while avoiding direct contact with the customers.

B. Greet them and offer to help them find what they are looking for.

"Include quantitative and/or qualitative measures that accurately determine success" is a description of which word in SMART? A. Achievable B. Measurable C. Specific D. Time-Based

B. Measurable

If a customer asks how to clean a jacket, which is the BEST source for this information? A. Product Warranty. B. Product care label on the jacket. C. Manufacturer's customer service department. D. Department Manager.

B. Product care label on the jacket.

What is the MOST important information a sales associate should look for when studying the stores' competition? A. Flow of the competing store, including product displays and the location of cash registers and service desks. B. Product details and specifications offered by the competing store, such as brand, price, size and warranty. C. Product sale and sale timing information that the competing store places on websites and in newspapers. D. Selling techniques and product demonstrations employed by sales associates at the competing store.

B. Product details and specifications offered by the competing store, such as brand, price, size and warranty.

What does "fulfillment" mean? A. Making sure customers are satisfied with their purchases. B. Pulling stock items for customers who bought them online and will pick them up. C. Customizing products in store. D. Ordering products from distribution centers.

B. Pulling stock items for customers who bought them online and will pick them up.

A customer arrives to pick up a stereo from the repair department. The customer states that the repairs department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After 20 minutes the customer is angry. What should the associate do? A. Apologize and offer to locate and deliver the stereo. B. Refer the customer to a supervisor. C. Tell the customer you are sorry, the call was a mistake. D. Sell the customer a new stereo at a reduced price.

B. Refer the customer to a supervisor.

A sales associate in a garden center is ringing up a customer who is buying several house plants. How can the sales associate BEST inform the customer about related products? A. Ask the customer questions that prompt him to think of other items he may need. B. Ask the manager to bring items to the checkout area so the customer can see them. C. Point the customer to the display areas that carry plant accessories. D. Hand the customer a leaflet that lists all the plant accessories that your store sells.

A. Ask the customer questions that prompt him to think of other items he may need.

A customer asks an associate to help him find curtains for his apartment. They find the perfect color and fabric, but his windows are not a standard size. There is a custom drapery department in the store. What is the sales associate's BEST response? A. I can make an appointment for you with our custom drapery department if you like. B. We have an in-house custom drapery department. You might want to check with them. C. Since your windows are not standard size, you should try another store that carries a wider selection. D. For non-standard window sizes blinds work best. Let me show you the selection.

A. I can make an appointment for you with our custom drapery department if you like.

An associate tells a customer to pick up their store assembled bicycle at 3:00 PM. The customer arrives at the store at 3:30 PM and the associate is in the middle of helping another family purchase bicycles. What should the associate do? A. Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom. B. Tell the customer that he is busy helping another family with bicycles and that he will have to wait. C. Suggest that the customer leave the store and come back between 6:00 and 7:00 PM when the store is less busy. D. Advise the customer to go to the customer service line and wait for assistance.

A. Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.

What is the main reason why retailers may offer a loyalty program? A. Retailers want customers to feel special and like they are part of an exclusive club. B. Retailers use this data from their loyalty program to refine their product and service assortment, target promotions to consumer groups or individual customers and reward loyal shoppers. C. Retailers like to offer promotions and incentives to their customers so that they may shop with them potentially in the future. D. Retailers use this program to promote their store credit cards and encourage shoppers to sign up to receive a bonus offer.

B. Retailers use this data from their loyalty program to refine their product and service assortment, target promotions to consumer groups or individual customers and reward loyal shoppers.

What action do retailers take to address a service failure? A. Customer service B. Service recovery C. Processing returns D. Communication

B. Service recovery

Which form of nonverbal communication is appropriate to use when greeting a customer? A. Pointing B. Smiling C. Sighing D. Staring

B. Smiling

What product display method would be BEST for a bulk discount store selling a new pizza to customers? A. End of aisle B. Taste test C. Illustration

B. Taste test

Becca likes to create makeup videos on TikTok and recently posted a video about a new lipstick selling out at local stores. What would you describe Becca as in this scenario? A. A makeup fanatic B. A consumer C. An influencer D. A trend beauty

C. An influencer

A customer is looking at a display of assorted silver necklaces that vary in price. Which would be the BEST comment for the sales associate to make in order to determine the customer's price range? A. Those are some of our most popular brands. What is your price range? B. Will this be a gift? If so, the more expensive sterling necklaces would be perfect. C. Aren't these necklaces beautiful? They come in sterling or silver plated. Sterling is a bit more expensive. Do you have a preference? D. With so many elegant options, it can be really hard deciding which necklace to buy. How much are you looking to spend?

C. Aren't these necklaces beautiful? They come in sterling or silver plated. Sterling is a bit more expensive. Do you have a preference?

What is the best thing a sales associate could do if he or she does not understand a customer with a disability? A. Speak more clearly. B. Use shorter sentences. C. Ask a manager for assistance. D. Pretend to understand.

C. Ask a manager for assistance.

What is the term for the number of transactions processed, not the dollar value or total number of items within all sales? A. Sales per hour B. Average sale C. Units per transaction D. Total transaction

D. Total transaction

A customer is waiting for his new sofa to be delivered. The delivery was scheduled for between 9:00 AM and noon. At 1:00 PM, the customer calls to report that the sofa has not been delivered and she must leave the house. How should the customer service associate respond? A. Apologize and arrange to deliver the sofa at the next convenient time for the customer. B. Tell the customer that she should have called earlier so the associate could deal with the problem. C. Explain to the customer that deliveries often run behind schedule. D. Tell the customer to call the delivery department to reschedule delivery.

A. Apologize and arrange to deliver the sofa at the next convenient time for the customer.

A customer buys an oven. After the oven is installed, the customer calls the store and complains about a problem with the oven. The associates should FIRST: A. Apologize and ask for more information about the problem. B. Offered to have a new oven installed at no charge. C. Transfer the call to a more senior associate. D. Put the customer on hold and refer to the store return policy.

A. Apologize and ask for more information about the problem.

Bob is a regular customer who comes into a bank on Saturday to resolve a mortgage problem. Bob waits in a long line for the next available associate. Finally, he is next in line, and the associate, Janet, asks how she can help him. Bob responds, and Janet realizes that she does not know anything about mortgages. Which of the following should she do FIRST? A. Ask Bob if he needs help with any other banking issues. B. Thank Bob for his patience and immediately ask the manager to help. C. Suggest that Bob wait for another associate who might be familiar with mortgages. D. Tell Bob to come back on Tuesday when the mortgage specialist is in.

A. Ask Bob if he needs help with any other banking issues.

A customer is looking for a home security system. A sales associate has shown the customer several systems, but the customer keeps responding with various objections. What is the BEST way for the sales associate to determine which system matches the customer's needs? A. Ask a combination of open and closed questions to understand the customer's objections. B. Repeat the customer's requirements to prove that the various systems meet the customer's needs. C. Provide more information on the features and benefits of the systems already presented. D. Acknowledge the customer's objections while continuing to show different systems in a variety of price ranges.

A. Ask a combination of open and closed questions to understand the customer's objections.

An associate has read the following safety information in a product manual: Do not use near water. Not suitable for use by children under the age of 10. Do not operate for more than 30 minutes. Always unplug immediately after use. A customer comes in to buy the product and says that it is a gift for a grandchild. What should the associate do FIRST? A. Ask the customer the age of the grandchild. B. Sell the product to the customer. C. Give the product information to the customer to read. D. Try to interest the customer in the carrying case for the product.

A. Ask the customer the age of the grandchild.

The bank where you work as a teller has just been taken over by one of your competitors who has some different services from those you are familiar with. What would be the BEST way to learn about the new services? A. Look on the new company website where they list the features of their services. B. Concentrate on what you already know and rely on your customers telling you about the new services. C. Wait until your supervisor sends you to a formal product knowledge training program. D. Read other competitors' brochures looking for descriptions of similar services.

A. Look on the new company website where they list the features of their services.

A customer who was going on a camping trip the next day would like to see the new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed? A. Match features of the desired product with an alternative selection. B. Offer the customer a discount on another brand. C. Refer the customer to another store. D. Steer the customer to items that are currently on sale.

A. Match features of the desired product with an alternative selection.

What is the MOST important information the sales associate must get from a customer in order to arrange for a purchase to be shipped as a gift? A. Name, address, and phone number of the recipient. B. Recipients Birthday and special gift wrapping instructions. C. Shipping method and any requested enclosures. D. Type of product, packaging required and the delivery speed.

A. Name, address, and phone number of the recipient.

If a company's policy restricts refunds on on-sale merchandise, what is the BEST alternative a sales associate can offer a customer? A. No alternative. The sales associate should inform the customer of the store policy and refuse to refund. B. The sales associate should treat the customer with respect and offer something else, like a coupon or free sample. C. The sales associate should tell the customer that he or she is not authorized to complete a refund, but would be glad to call a manager. D. The sales associate should inform the customer that he or she will make an exception this time, but there will be no future exceptions.

A. No alternative. The sales associate should inform the customer of the store policy and refuse to refund.

What demonstrates excellent product knowledge when a customer seeks information and location of the product within a store? A. Offer extensive information about the product and walk them to the aisle where the product is currently located. B. Tell the customer that you don't know what the product is or where it is located, but another store employee may know. C. Offer extensive knowledge about the product and convince the customer that the product is the best product in the store. D. Tell the customer that you do not carry the product because you have never seen it in store before.

A. Offer extensive information about the product and walk them to the aisle where the product is currently located.

A customer wants to have a business luncheon catered and complains loudly that the prices are too high. The customer says that the same menu is available for a lower price at the caterer across the street. Which of the following should the associate do? A. Try to soothe the customer and explain the features and benefits of the catering service. B. Apologize to the customer, but be very clear that associates have no control over the prices. C. Get another associate to explain the pricing to the customer. D. Suggest that the customer booked the event with the caterer across the street.

A. Try to soothe the customer and explain the features and benefits of the catering service.

A new cashier is working the register alone for the first time when a customer asks to write a check for $20 over the purchase total. The cashier is not familiar with the policy. What should she do? A. Process the check as a cash transaction and ask the manager later. B. Ask a fellow associate to confirm the policy. C. Refer the customer to the manager. D. Tell the customer it is against company policy.

B. Ask a fellow associate to confirm the policy.

A customer approaches a sales associate at a sporting goods store for help with purchasing a golf driver. The customer wants to be sure that the driver fits his height and price range. What approach should the sales associate take to ensure that the customer buys the correct golf driver? A. Send the customer to a store with a larger selection. B. Ask questions and observe the customer. C. Show the customer the most expensive driver. D. Discuss additional services that the store offers.

B. Ask questions and observe the customer.

How can a sales associate BEST use the data in a customer relationship management (CRM) system to improve customer satisfaction? A. Ask customers to sign into the system and identify brand preferences. B. E-mail customers to alert them of sales on their favorite brands. C. Send thank you notes to customers who spent more than a certain dollar amount. D. Offer free gifts or promotional items to customers who purchased a new brand or label.

B. E-mail customers to alert them of sales on their favorite brands.

What does the E in the CRAVED model stand for? A. Exchange B. Enjoyable C. Expire D. Explain

B. Enjoyable

A customer comes into your store and asks if you carry any types of walking canes and accessories. Knowing that you do not carry canes or accessories, how should you handle the customer? A. Explain to the customer that your store is not large enough to carry every item. B. Explain to the customer that you do not carry canes and accessories, but you know another store that does and will be happy to call them. C. Explain to the customer that you do not have a large demand for canes and accessories; therefore, it's not necessary to stock them. D. Explain to the customer that you do not make a lot of profit in selling canes and accessories: therefore, you do not carry them.

B. Explain to the customer that you do not carry canes and accessories, but you know another store that does and will be happy to call them.

A sales associate approaches a customer who is comparing two different laptop computers. Which is the BEST question for the associate to ask when beginning to determine the customer's knowledge level of these products? A. Are you knowledgeable about computers and the latest updates? B. How do you see yourself using one of these new laptops? C. Can you name a few things that you dislike about the computer you have now? D. I noticed you're looking at laptops. Are you sure you don't want something else?

B. How do you see yourself using one of these new laptops?

A customer calls the store about a purchase she made which was advertised for less at a direct competitors location. The customer asks for a price adjustment on the item and the sales associate is not sure how to respond. Which of the following is the BEST response for the sales associate to give the customer? A. This happens all the time; let me take your name and phone number and ask a manager to contact you. B. I understand your concern. Please hold while I get someone to assist you right away. C. I realize that you are upset; however, there is nothing our company can do to help you. D. Thank you for calling. I am not able to answer your question; however, let me give you the number for our corporate office.

B. I understand your concern. Please hold while I get someone to assist you right away.

What should you do when faced with a customer who has a problem with a product or service that your store offers? A. Call a manager as soon as possible so he or she may address the customer problem. B. Listen until the customer has explained the problem in its entirety, then determine a satisfactory solution. C. Inform the customer that you are not authorized to make decision and that he or she will have to return to speak with the store manager. D. Inform the customer that there is nothing that you can do and apologize for the inconvenience.

B. Listen until the customer has explained the problem in its entirety, then determine a satisfactory solution.

What is the goal of loss prevention? A. Decrease profit B. Preserve profit C. Reduce profit D. Cut profit

B. Preserve profit

A sales associate is responsible for answering the phone and taking orders at The Pizza Store. It is lunchtime and all other employees are busy helping customers. The phone rings while the associate is taking payment from a customer. What is the BEST way for the associate to answer the call? A. Say "The Pizza Store. May I put you on hold?" Then wait for an answer. B. Say "Good afternoon, The Pizza Store. May I put you on hold?" Then wait for an answer. C. Say "Hold, please." Then get back to the phone as quickly as possible and apologize for the delay. D. Say "Thank you for calling The Pizza Store." Then place the customer on hold and get back to the phone as quickly as possible.

B. Say "Good afternoon, The Pizza Store. May I put you on hold?" Then wait for an answer.

A customer is looking for the right food for his dog, who has quit eating his regular brand. The customer does not have a lot of time to shop. What should the sales associate do to make the BEST use of the limited time? A. Ask about the dog diet and suggest a series of dietary supplements. B. Select a popular store brand and offer to ring him up to save time. C. Let the customer know that your store has the largest variety of dog food brands in the city and suggest he spend time looking around. D. Ask questions about the dog's age, health, weight, and exercise regimen and suggest the customer try an appropriate brand.

B. Select a popular store brand and offer to ring him up to save time.

Why should a sales associate offer additional services to customers? A. Services have much higher profit margins than products. B. Services can improve the customer's experience with products. C. Services guarantee repeat business with the customer. D. Services are designed to improve the quality of product

B. Services can improve the customer's experience with products.

A child runs into a pet shop and goes over to the cage of an $800 puppy. The child says, "Mommy, I want this one!" What should the associate do NEXT? A. Ask the child if he is sure that he really wants such a big dog. B. Smile at the child and ask the mother about her preferences and budget. C. Say "I know this dog is expensive, but it will be a perfect family dog." D. Smile at the child and say "You really picked out the perfect puppy, didn't you?"

B. Smile at the child and ask the mother about her preferences and budget.

A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST? A. Offer the customer a refund or store credit. B. Test the customer's computer and determine whether there is a problem with the feature. C. Give the customer a detailed explanation of how to use the feature. D. Tell the customer that there have been problems with this computer model and that there may be a better one available.

B. Test the customer's computer and determine whether there is a problem with the feature.

What is the FIRST thing a sales associate should do when a customer has a problem with a product? A. Tell the customer that he or she is not familiar with the product. B. Thank the customer for bringing the problem to the store's attention. C. Call a manager for assistance. D. Return the product for the customer.

B. Thank the customer for bringing the problem to the store's attention.

Which of the following is NOT an example of multichannel retailing? A. A retailer app B. The physical care C. A catalog D. The internet

B. The physical care

Which is the BEST reason for a sales associate to know the store's promotions and advertising? A. To sway customers' decisions and sell products more easily. B. To answer customers' questions about price and location of sale items. C. To suggest additional merchandise for customers to buy. D. To know the frequency of sales within the department.

B. To answer customers' questions about price and location of sale items.

What is the most important reason for learning about product features? A. To conduct product demonstrations of high-end items. B. To answer questions and satisfy customer needs. C. To familiarize customers with products in order to decrease returns on merchandise. D. To steer customers toward slow moving merchandise.

B. To answer questions and satisfy customer needs.

A superstore bakery recently changed from in-store baking to the company's central baking plant. The bakery supervisor gives the associates a memo explaining the changes taking place. A customer asks a bakery associate why the changes are taking place. What should the associate do? A. Explain that it is not clear why the company made the change. B. Use the information in the memo to answer the customer's question. C. Asked the customer to fill out a card questioning the change. D. Check with the supervisor about the best way to handle the customer's question.

B. Use the information in the memo to answer the customer's question.

A customer who is shopping at the store for a cordless drill has decided on the SS15C, a 12 Volt cordless drill that includes a rechargeable battery and carrying case. The customer asks a sales associate to match a lower price for the same drill on a competitor's website The associate views the website and discovers that the advertisement is for the SS12C, a 12 Volt cordless drill that includes a rechargeable battery but no carrying case. What is the associate's BEST response to this customer's request? A. Apologize to the customer that the store's policy does not allow price matches on website deals. B. Using the information on the company's website, explain the product similarities and differences. C. Show the customer another drill at the lower price point that does not include a carrying case. D. Request that the customer first confirm that the competitor still has that same drill in stock.

B. Using the information on the company's website, explain the product similarities and differences.

A customer walks into the store where you are working and begins to tell you about all the items he needs. How can you BEST make sure that you have understood his requirements? A. Ask him to slow down and fully explain what it is he wants. B. Write down a list of his items, and then ask any necessary questions to clarify his needs. C. Try to remember everything he says, and then go and get what you think he needs. D. Interrupt him so that you can go and get the first item he asked for.

B. Write down a list of his items, and then ask any necessary questions to clarify his needs.

If a customer is about to purchase a new yoga mat, what would be the best item to try to cross-sell? A. Running shoes B. Yoga blocks C. Weights D. A basketball

B. Yoga blocks

A customer's interested in buying his first phone. Technically, the customer knows very little about phones, but has already made up his mind on which device he wants. As a sales associate, you should do which of the following. A. Sell the customer the player he wants and move on to the next customer. B. Suggest to the customer that you know more about phones than he does, and recommend the device. C. Ask additional questions to confirm that the phone will meet the customer needs. D. Ask a coworker to validate your opinion of the phone to convince the customer your choice is best.

C. Ask additional questions to confirm that the phone will meet the customer needs.

Connor is new to his retail job and often gets discouraged when his coworkers correct his work. He would like to improve his work but doesn't know how. What can Connor do to take accountability? A. Hand out a poll to his coworkers. B. Ask customers how to better assist them in purchasing decisions. C. Ask his coworkers for feedback and recommendations. D. Learn on his own until he gets it right.

C. Ask his coworkers for feedback and recommendations.

A customer requests an item that was advertised on the store's website but is not found in the store. After apologizing for the inconvenience, what should the sales associate do? A. Request the customer's permission to provide an alternative. B. Determine why the customer did not order the item online. C. Ask open-ended questions to suggest alternatives that match the customer's interests. D. Refer the customer back to the website because the item might be exclusive to the website.

C. Ask open-ended questions to suggest alternatives that match the customer's interests.

Which of the following is the MOST appropriate way for a sales associate to determine a customer's price considerations? A. Ask the customer how much he is willing to spend. B. Ask the customer to choose between three or four products that range in price. C. Ask questions and encourage the customer to describe what he is looking for in the product. D. Ask the customer which brand he prefers and why.

C. Ask questions and encourage the customer to describe what he is looking for in the product.

A customer calls her cell phone company and says, "I'm traveling for work and I'm having problems accessing my voicemail." What is the FIRST thing the customer service associate should do? A. Tell the customer that you will need to transfer her to another department in order to fix her voicemail. B. Tell the customer that if she is away from home, she probably cannot access her voicemail. C. Ask the customer her name and account information so you can access her account. D. Ask the customer if you can put her on hold while you check on the issue.

C. Ask the customer her name and account information so you can access her account.

A customer is shopping for a pink mixer she saw on the set of a popular celebrity TV chef show. Your store carries the item, and it is the most expensive item in your store. What should you do FIRST? A. Show the customer other new appliances and cookware from that celebrity chef line. B. Show the customer the item, point out the features, and state the price. C. Ask the customer how she is planning to use the mixer. D. Determine what features are most attractive to the customer, and point out other mixers with those features.

C. Ask the customer how she is planning to use the mixer.

An associate is helping a customer who has a strong accent and speaks very little English. The associate barely understands the customer. Which of the following is the BEST action that the associate can take? A. Try to get the customer to use gestures. B. Listen carefully, speak slowly, and show items that match the customer's words. C. Ask the customer to please wait and then try to find an associate who speaks the customer's language. D. Get the supervisor to talk with the customer.

C. Ask the customer to please wait and then try to find an associate who speaks the customer's language.

What customer expectation is the following an example of? Customer: "I brought back a bracelet that I bought from this store that broke within a week after purchasing it. I was pleased that the customer service representative understood and was able to resolve this by replacing the bracelet with a new one." A. Keep it confidential B. Deliver value C. Solve my problem D. Be consistent and reliable

C. Solve my problem

Which is the BEST technique for identifying a customer's needs? A. Ask questions to determine what the customer knows about the products. B. Allow the customer to look at the merchandise, then help him or her make a choice. C. Start a conversation and listen to the customer. D. Show the customer a variety of items to choose from.

C. Start a conversation and listen to the customer.

A customer is purchasing 150 bags of mulch. One bag of mulch weighs 28 lbs. The customer's truck is rated to carry 4,000 lbs., and he is concerned that the truck will not be able to handle the weight. The customer would like to bring everything home in one trip. What should the sales associate recommend? A. Suggest making two trips to the customer. B. Suggest purchasing a trailer to the customer. C. Suggest a delivery through the store's delivery service. D. Gather as much help as necessary to load all 150 bags quickly

C. Suggest a delivery through the store's delivery service.

Which is the MOST important reason for a sales associate to know and consistently follow company guidelines when addressing customer complaints? A. To make customers believe that they have been treated fairly. B. To give customers reason to think that the store is managed well. C. To ensure that customers have a consistent experience no matter whom they work with. D. To ensure that the sales team has learned from mistakes.

C. To ensure that customers have a consistent experience no matter whom they work with.

Which of the following reasons BEST represents why sales associates should actively participate in company provided training? A. To achieve certification status for sales and service knowledge. B. To feel more confident performing role plays in front of coworkers. C. To learn new skills and knowledge used to provide exceptional customer service. D. To prove to the company a commitment to a career in retail.

C. To learn new skills and knowledge used to provide exceptional customer service.

The customer profile form is used to track what each customer purchases. What is the best reason for a sales associate to suggest additional merchandise? A. To make sure the salesperson remains sharp in his knowledge about the store products. B. So the customer does not have to return often to the store. C. To make sure the customer has everything he needs to be fully satisfied with the purchases. D. To keep inventory levels moving quickly and efficiently.

C. To make sure the customer has everything he needs to be fully satisfied with the purchases.

Two employees are talking while they stock shelves in Hosiery. A customer approaches them and asks for a specific brand. The employees should stop talking and then do which of these? A. Politely tell the customer where to find the requested brand. B. Point the customer in the direction of the requested brand. C. Walk the customer over to the brand and ask color and size preferences. D. Tell the customer exactly where to find the brand, then go to the register to be ready.

C. Walk the customer over to the brand and ask color and size preferences.

Which of the following BEST defines a guarantee? A. Coverage of the defects described in the information provided by the manufacturer. B. Certificate ensuring that a product has been properly inspected by the manufacturer. C. Service contract that covers products beyond the time frame or conditions stated by the manufacturer. D. Agreement that the manufacturer will be responsible for any defects in a product and will replace or repair product that is defective.

D. Agreement that the manufacturer will be responsible for any defects in a product and will replace or repair product that is defective.

How is technology evolving and improving the future of the customer experience? A. Receipts are emailed to customers to save paper and reduce waste. B. Subscription ecommerce customers receive curated merchandise shipped directly to them on a regular basis. C. Virtual environments, such as dressing rooms and home planners, enable customers to see what products will look like on them or in their house. D. All answers are correct.

D. All answers are correct.

A husband is looking for a birthday gift for his wife. He knows that she wants a pair of gold earrings that your store carries. Once you realize that you no longer have that item in stock, what is the MOST appropriate next step in serving the customer? A. Explain that the item is out of stock and offer him a discount if he buys something else. B. Tell him that you think they are available online and he should purchase them there. C. Ask him to give his wife a call and see if she would like a bracelet instead. D. Attempt to locate the item online or at one of your other stores.

D. Attempt to locate the item online or at one of your other stores.

A loyal customer who has been shopping with your company for years tells you that he did not get his most recent reward coupons the last time he visited the store. How should you handle the situation for the customer? A. Tell the customer that you are new to the company and that you do not know anything about reward coupons. B. Provide the customer with the phone number for customer service, and ask him to call for information. C. Explain to the customer that the manager is the only person who can help him, and ask the customer to call tomorrow. D. Call the customer service hotline for the customer and explain that the customer did not receive his reward coupons.

D. Call the customer service hotline for the customer and explain that the customer did not receive his reward coupons.

What is the BEST resource for a sales associate to use to gain information about the benefits of a store's products and services? A. Marketing materials provided by the vendor B. Independent industry sources online C. Knowledgeable team members D. Company-provided training and testing

D. Company-provided training and testing

A couple enters a store and approaches an associate about buying a china cabinet. They have some ideas about what they want, but they don't know much about china cabinets. They have $1,000 to spend. What should the associate do? A. Suggest sale merchandise as a possible purchase. B. Give the couple brochures with information on different products. C. Direct the customer to the manager for further information. D. Determine what the couple wants by asking questions.

D. Determine what the couple wants by asking questions.

When is the BEST time to inform customers about extended service plans available for items they are purchasing? A. As part of the greeting when the customer enters the department. B. As soon as it is determined that the plans are within the customer's budget. C. At the end of the sale after presenting the associated accessories. D. Early in the sales process as a benefit to the product being purchased.

D. Early in the sales process as a benefit to the product being purchased.

A preferred customer is at the register collecting a gift from a mailed promotion. The next customer in line wants a gift also and is getting angry. Which of the following should the associate do? A. Process the sale and insert a customer feedback/complaint form in the bag. B. Offer a gift to keep it quiet so as not to upset the other customers. C. Apologize to the customer and complete the sale as quickly and efficiently as possible. D. Explain the qualifications to be a preferred customer and how to receive free gifts.

D. Explain the qualifications to be a preferred customer and how to receive free gifts.

A sales associate has just finished demonstrating the features of a video camera to a customer who is planning a vacation. The customer responds with questions about the store's return policy. Which of the following is the associate's BEST response? A. Are you planning to try to find this camera for less somewhere else? B. When are you leaving for your trip? Maybe this will go on sale before you leave. C. Request that the customer call you if she decides to return the camera, as you get commission on the sale. D. Explain the return policy and ask what other questions the customer may have.

D. Explain the return policy and ask what other questions the customer may have.

You are currently helping a customer in a department store. A customer calls asking for warranty information on the high definition TV she just purchased. You do not work in the electronics department. How do you handle her request? A. Tell her you are helping another customer, provide her the correct number of the electronics department, and ask her to call back. B. Recommend that she visit the company website and look up the warranty information. C. Take a message and tell her that you will have the manager from the electronics department call her back. D. Explain to the customer that the call was routed to the wrong department, and connect her with an associate in the electronics department.

D. Explain to the customer that the call was routed to the wrong department, and connect her with an associate in the electronics department.

An associate in an electronics store is helping a customer with a grandchild buy some headphones. The customer would like a demonstration of a particular set. What should the associate do? A. Speak slowly and loudly to make sure they both hear. B. Direct the demonstration to the grandchild. C. Show the customers a less-complex set. D. Give them a hands-on demonstration.

D. Give them a hands-on demonstration.

During solicitation of feedback from in-store customers. Which question by a sales associate would yield the MOST useful information for improving customer satisfaction? A. What other retailers have you visited recently? B. Do you like the setup of our new product displays? C. Have you purchased anything from our store's website? D. How easy was it to find what you were looking for today?

D. How easy was it to find what you were looking for today?

Which of the following is a good example of a SMART goal, using the example of increasing customer satisfaction? A. Improve customer satisfaction by the end of the year. B. Ask customers if they were happy with the service before they leave the store. C. Increase customer satisfaction by greeting them, offering assistance and meeting their needs. D. Increase customer satisfaction survey ratings by 20% within six months.

D. Increase customer satisfaction survey ratings by 20% within six months.

While showing a customer merchandise and associate overhears a customer telling her friend that the prices in the store are very high. What is the BEST way for the associate to respond? A. Suggest another store in the area that has lower prices, and tell the customer how to get there. B. Agree with the customer and let her know that the store is getting ready to have a sale and to check back next week for discounts. C. Ask the customer if she has ever shopped in your store before to determine if she can afford the merchandise. D. Inform the customer that the store carries a range of price points and offer to show the customer around the store.

D. Inform the customer that the store carries a range of price points and offer to show the customer around the store.

Two passengers are arguing that they have the same seat on an airplane flight. What should the flight attendant do FIRST? A. Ask one passenger to volunteer to take a later flight. B. Ask both passengers to immediately exit the plane. C. Let the passengers work through the issue themselves. D. Listen to the passengers explain the problem and ask to see their tickets.

D. Listen to the passengers explain the problem and ask to see their tickets.

A visibly upset customer approaches you at the register. As the associate, what is your BEST response? A. Proceed with the customer's transaction as usual. B. Make eye contact and ask if the customer is okay. C. Ask if the customer would like to speak with someone. D. Make eye contact and ask about the customer's experience.

D. Make eye contact and ask about the customer's experience.

An employee of a small company has duties that include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do? A. Tell the customer he doesn't know the answer to the question and politely end the call. B. Put the customer on hold and search for the answer quickly while the customer holds. C. Give the customer as much of an answer as possible based on the knowledge he has. D. Offer the customer a choice of holding while he finds the answer or receiving a call-back.

D. Offer the customer a choice of holding while he finds the answer or receiving a call-back.

An irate customer calls demanding a credit after making a full-price purchase the day before a sale. The responding sales associate explains that the stores policy on returns and exchanges only allows credits to be given in the store, and it does not allow for credits over the phone. The customer is not satisfied with the associates answer. After apologizing for the inconvenience, what else should the associate do to help satisfy the customers request? A. Clearly repeat the policy so the customer understands there is no other option. B. Explain how the customer and store benefit from the store's policy. C. Inform the customer of dates when the item may be on sale again. D. Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.

D. Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.

A customer calls and asks an associate to search for an item. The associate knows that the item is not in the store The BEST approach to serving the customer is: A. Apologize and end the call as quickly as possible. B. Suggest a similar item and offer to send it to the customer without a shipping charge. C. Suggests that the customer order the item from another store or through the store catalog. D. Offer to search for the item in another store and follow up with the customer.

D. Offer to search for the item in another store and follow up with the customer.

A customer who is allergic to nuts is trying to order something safe to eat at a restaurant. To make sure the customer does not have an allergic reaction, what should the server do? A. Ask if the customer has eaten at the restaurant before. B. Point out items on the menu that other customers with similar allergies have ordered. C. Ask the customer what foods he or she normally eats. D. Offer to show the customer the list of ingredients for any questionable menu items.

D. Offer to show the customer the list of ingredients for any questionable menu items.

What is the definition of the scenario where a sales associate locates an out-of-stock item in the company and ships it directly to the customer? A. Customer service B. Multichannel retailing C. Manufacturer D. Omnichannel retailing

D. Omnichannel retailing

What term describes a situation where a sales associate locates an out-of-stock item within the company and ships it directly to the customer? A. Customer service B. Multichannel retailing C. Manufacturer D. Omnichannel retailing

D. Omnichannel retailing

What is omnichannel retailing and what makes it different from multichannel retailing? A. None of these answers are correct B. Omnichannel retailing includes specific merchandise that can be purchased in physical stores or that can be purchased in two or more distinct channels. C. Omnichannel retailing includes multiple channels of distribution such as store locations, catalog and department stores. D. Omnichannel retailing integrates the channels to create a seamless consumer experience through the use of technology.

D. Omnichannel retailing integrates the channels to create a seamless consumer experience through the use of technology.

Which of the following statements BEST describes product demonstrations? A. Method to increase customer traffic in the store. B. Opportunity for the customer to compare your price to competitor prices. C. Opportunity for the associates to learn about sale merchandise. D. Opportunity to provide a full understanding of all the relevant features of the product.

D. Opportunity to provide a full understanding of all the relevant features of the product.

A customer brings two snow tires to an automobile service center to have them put on his vehicle. The associate notices that the tires are badly worn. What should the associate do? A. Put the snow tires on the vehicle as requested. B. Tell the customer that two new snow tires are needed. C. Get a second opinion from the manager before speaking with the customer. D. Point out the condition of the tires and explain the trade-in policy.

D. Point out the condition of the tires and explain the trade-in policy.

What are individuals who often pay for a low-cost item with a $50 bill or $100 bill and ask for change called? A. Scammers B. Fraud artists C. Cheaters D. Quick change artists

D. Quick change artists

If a sales associate requires help meeting a specific customer's needs, what should the associate do FIRST? A. Apologize and suggest that the customer find another associate. B. Point the customer in the direction of the customer service desk. C. Search for the item online and share that information with the customer. D. Seek support from a coworker or manager.

D. Seek support from a coworker or manager.

The sales associate is restocking displays in the front of a store when a customer approaches and asks if the associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer's complaint? A. Apologize for the wait, assure the customer that it should not be much longer, and continue restocking displays. B. Acknowledge the customer's feelings and advise the customer to address the complaint to a member of management. C. Acknowledge the customer, explain that a manager will be contacted, and continue restocking until a manager arrives. D. Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.

D. Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.

Which of the following examples BEST represents cross selling? A. Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes. B. Discussing the benefits of different brands when a customer is purchasing a computer. C. Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer purchases pajamas. D. Showing a customer a matching scarf and gloves when the customer purchases a winter coat.

D. Showing a customer a matching scarf and gloves when the customer purchases a winter coat.

When a customer complains, what is the general guideline that sales associates should follow in order to ensure that the customer receives fair and consistent treatment? A. Golden Rule. B. Manufacturer's guarantee. C. Service warranty. D. Store policy.

D. Store policy.

Customers who spend more than $100 at a toy store will receive 10% off the total purchase. The cashier rings up items totaling $95 for a customer. The cashier should: A. Thank the customer for shopping at the store. B. Tell the customer about next week's sale. C. Finish the sale as quickly and efficiently as possible. D. Suggest an additional item that costs $5 or more.

D. Suggest an additional item that costs $5 or more.

An associate is sending a note thanking a customer for her business. Which of the following is a CORRECT statement for the letter? A. Me and the company want to thank you for your business. B. Me and the company wants to thank you for your business. C. The company and I wants to thank you for your business. D. The company and I want to thank you for your business.

D. The company and I want to thank you for your business.

Which of the following is NOT a disruption of the customer loyalty life cycle? A. The customer decides to look at competitors for a better price. B. Product quality is lower than the customer expected. C. The customer did not have a good customer service experience. D. The customer felt the music was too loud in the store.

D. The customer felt the music was too loud in the store.

Which situation requires a sales associate to seek support from a supervisor? A. A customer has brought three other friends to the store to shop, each with different needs. B. A customer cannot find a particular item, and the sales associate forgot where it is on the floor. C. The sales associate notices employees from a competitor in the store doing price comparisons. D. The sales associate has encountered a difficult customer and cannot satisfy that customer's needs.

D. The sales associate has encountered a difficult customer and cannot satisfy that customer's needs.

Which of the following is NOT a way that body language can be used in retail? A. To show customers that you are listening and understanding what they say. B. To see if a customer is interested in a product you are telling them about. C. To show customers you are eager to help them. D. To determine if a customer can afford an item.

D. To determine if a customer can afford an item.

What is the correct way in which SMART goals can be written? A. Time + object + verb + measure B. Measure + object + verb + time C. Object + verb + measure + time D. Verb + object + measure + time

D. Verb + object + measure + time

Which is the MOST important step a sales associate should take to ensure that a product is working before demonstrating it to a customer? A. Role-play with a coworker who can ask difficult questions in a customer scenario. B. Have all vendor supplied marketing materials on hand and a display model ready to go. C. Read and understand all the information about the features being demonstrated so that they can be shown with ease. D. Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located.

D. Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located.

How many Americans have worked in retail? A. 1 in 10 B. 1 in 20 C. 1 in 4 D. 1 in 7

C. 1 in 4

How many primary elements of body language are there? A. 5 B. 6 C. 10 D. 8

D. 8

Where is the BEST place to look for vendor supplied information on a product? A. Library. B. Newspaper. C. Trade Magazine. D. Internet.

D. Internet.

What does the R in the CRAVED model stand for? A. Returned B. Remember C. Removable D. Related

C. Removable

What is the BEST way to serve a customer who is shopping with a group of friends? A. Isolate the customer from the group so you can concentrate on his or her needs. B. Talk directly to the customer and avoid conversation with others. C. Provide quality service to all in attendance. D. Try to talk the friends into making purchases as well.

C. Provide quality service to all in attendance.

Which guideline should a sales associate follow when dealing with difficult customers? A. Press the customers to decide. B. Speak and act very quickly. C. Remain calm and courteous. D. Try to control the conversation.

C. Remain calm and courteous.

What does the R in the CRAVED model stand for? A. Returned B. Remembered C. Removable D. Related

C. Removable

Which of the following is an example of an open-ended question? A. "How can I help you today?" B. "Is that the brand you want?" C. "Is this for a special occasion?" D. "Are you looking for anything special?"

A. "How can I help you today?"

A customer returns a backpack complaining that one of the seams has ripped. The customer wants to exchange the backpack for a new one. Which of the following is the LEAST appropriate response? A. "No one has ever returned one of these before. They are known for being durable." B. "Would you like to exchange the backpack for the same style or choose something different?" C. "Tell me what you're looking for in a backpack." D. "I'm sorry you've had this problem. I will help you choose a new item."

A. "No one has ever returned one of these before. They are known for being durable."

What should a sales associate say to a customer who has returned a product that he or she purchased last month? A. "Your account has been credited. Is there anything else I can do for you?" B. "I'm glad to issue you credit, but it is usually a user problem and not a product defect." C. "I do not understand why you are still frustrated. I thought the problem was resolved." D. "Your refund is complete. You should be taken care of now."

A. "Your account has been credited. Is there anything else I can do for you?"

Why should a store allow a customer to return or exchange a purchased item as long as the transaction is within the stores defined policy? A. Accepting returns or exchanges lowers the possibility of losing a dissatisfied customer forever. B. The store will attract more customers because of its return/exchange policy. C. It is less expensive to accept an exchange or return than to deny the customer that option. D. The customer may become angry otherwise and it is important to keep the customer calm.

A. Accepting returns or exchanges lowers the possibility of losing a dissatisfied customer forever.

A cashier notices that the line of customers waiting to check out is quickly growing. The cashier should: A. Acknowledge the customers in line and call for assistance. B. Continue to ring out each customer as quickly as possible. C. Tell the manager that more help is needed at the register. D. Go get another associate to help.

A. Acknowledge the customers in line and call for assistance.

Which of the following methods is the BEST way to resolve a customer complaint? A. Actively listen to the complaint, ask questions, and let the customer have input into the solution. B. Apologize to the customer that the merchandise didn't work out and refund the cost according to Store Policy. C. Ask the manager to handle the situation so the customer feels like a priority regardless of the outcome. D. Figure out how to make the customer happy before he or she gets angry, and the store loses the customer's business.

A. Actively listen to the complaint, ask questions, and let the customer have input into the solution.

A sales associate approaches a customer who is looking at high end power tools and referring to content on a smartphone. How can the associate BEST engage the customer using this technology? A. After building rapport with the customer, show where customer reviews for the tools are located on the store's website. B. Apologetically inform the customer that the store does not match the competitor prices that he may be seeing online. C. Show the customer where to access the monthly schedule of power tool demos and explain how to reserve a seat. D. Assess the customer's knowledge of online coupons and offer the dates when coupons for tools are usually published.

A. After building rapport with the customer, show where customer reviews for the tools are located on the store's website.

During a busy day at a shoe outlet, several customers are waiting to try on shoes, and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone? A. After giving the name of the company and his or her name, ask for the customer's name and a number to call back. B. After giving the name of the company and his or her name, ask if the customer could call back. C. After giving the name of the company, let the customer know that someone will be available momentarily to help. D. After giving the name of the company, apologize for the delay and immediately placed the customer on hold.

A. After giving the name of the company and his or her name, ask for the customer's name and a number to call back.

As you finalize the sales transaction, how should you introduce the store's new loyalty program to the customer? A. Explain the key features and benefits of the program. B. Tell the customer how many people are currently enrolled. C. Ask the customer if she is a loyal shopper. D. Discuss all the program details with the customer so she will sign up.

A. Explain the key features and benefits of the program.

A customer who has been looking at bracelets in the jewelry section for several minutes explains to the sales associate that he would like to purchase one for his mother's birthday. Before pulling bracelets out of their cases to show to the customer, which would be the MOST appropriate way for the sales associate to identify the customer's budget range. A. Ask the customer which type of bracelet his mother wears and the gemstones he would like included. B. Direct the customer to the most expensive bracelets and look for positive or negative reactions. C. Explain that jewelry can vary greatly in cost and ask the customer how much he is willing to spend. D. Look for clues about spending based on the cost of the clothes and accessories the customer is wearing.

A. Ask the customer which type of bracelet his mother wears and the gemstones he would like included.

While helping a customer, a sales associate asks some questions and pulls relevant products off the shelf as the customer is answering the questions. After believing that the right product has been identified, the associate says "Well, that's everything you need. Let's get you rung up." But the customer declines and expresses a desire to "shop around a little more before buying." What is the MOST important thing the sales associate failed to do during this interaction? A. Asking if the customer had other shopping to do and offering to set aside the product until the customer finished. B. Clarifying understanding of the customer's needs and providing an opportunity to add more information. C. Confirming the right products and accessories prior to ringing up the customer. D. Offering to have the product delivered and upselling a product warranty to the customer.

A. Asking if the customer had other shopping to do and offering to set aside the product until the customer finished.

What is the BEST way for a sales associate to become familiar with the stores' products and services? A. Attend all company and vendor provided trainings. B. Partner with another sales associate and ask questions. C. Study advertising Flyers to acquire product information. D. Spend time on the sales floor with associates and ask questions.

A. Attend all company and vendor provided trainings.

Which of the following methods BEST describes how sales associates can reduce the number of price objections they receive? A. Build rapport, establish trust, and focus product presentation on the customer's needs. B. Describe the store's price matching policy in case the item goes on sale in the near future. C. Explain that the product recommended is the latest model and is therefore the best value. D. Share a personal testimonial, or describe ways another customer enjoyed that same product.

A. Build rapport, establish trust, and focus product presentation on the customer's needs.

When a service failure occurs, how can effective service recovery strategies enhance customer satisfaction? A. By addressing the issue and offering appropriate solutions. B. By enhancing the training of customer service staff. C. By redesigning the store's product displays. D. By implementing new promotional strategies.

A. By addressing the issue and offering appropriate solutions.

What does the CRAVED model stand for? A. Concealable, Removable, Available, Valuable, Enjoyable, Disposable B. Checkout counter, Refrigerated section, Aisle, Vending machine, Endcap C. Creator, Retailer, Accounts, Vendor, Ecommerce D. Catalogs, Referrals, Advertising, Visual merchandising, Electronic signage

A. Concealable, Removable, Available, Valuable, Enjoyable, Disposable

Jill is a personal shopper who plays soccer in a community league. Her team makes the playoffs, which will be on Friday. She is scheduled to meet with a customer that day. Which of the following would be the BEST response Jill could make? A. Contact the customer to try to reschedule the meeting. B. Call in on Friday morning and take sick leave or personal time. C. Ask a coworker to meet the customer and apologize for Jill not being available. D. Plan to play in the game and hope that it ends before the scheduled meeting.

A. Contact the customer to try to reschedule the meeting.

What is the MOST important reason to inform customers about returns, service plans, product warranties and guarantees? A. Customers deserve to have all the information they need in order to make the best decision about their purchase. B. If customers are not told about these policies and options, they often return to the store upset when something goes wrong. C. It is required by law that customers are informed about product warranties, return policies and service plans. D. Return policies and warranties are put in place to protect the store from fraud, so customers must be informed about them.

A. Customers deserve to have all the information they need in order to make the best decision about their purchase.

George explains that he could no longer see his computer monitor because he has developed poor eyesight. He would like to buy a new monitor. What should the sales associate do? A. Demonstrate the features of monitors that may be suitable. B. Suggest that George consult an eye care specialist before buying a new monitor. C. Ask George how and when the problem with poor eyesight developed. D. Leave George by the arm to the computer monitor area.

A. Demonstrate the features of monitors that may be suitable.

A sales associate was asked to demonstrate several digital cameras to a family interested in purchasing one. However, during the demonstration, many of the cameras did not work and the associate lost the potential sale. What should the sales associate have done FIRST before demonstrating the cameras? A. Ensured all of the cameras had charged batteries and were in working order. B. Placed security locks on the cameras to discourage customers from trying them. C. Read the camera manuals to figure out how to solve potential problems. D. Reviewed methods of demonstrating the features with other sales associates.

A. Ensured all of the cameras had charged batteries and were in working order.

Which is the MOST appropriate type of question to ask to determine a customer's budget? A. Fact finding. B. Judgmental. C. Subjective. D. Aggressive.

A. Fact finding.

You are ringing up a customer's order when the customer notices that the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to see if there's a sale sign and find that there is an old, expired sale sign in front of the product. Which of the following is the most appropriate course of action? A. Remove the sale sign, apologize to the customer, and give the sale price to the customer. B. Call your manager to remove the sale sign and handle the situation with the customer. C. Explain to the customer that it is an expired sale sign, and she needs to pay the higher price. D. Ask a coworker to finish ringing up the customer while you check to make sure all the signs in the store are current.

A. Remove the sale sign, apologize to the customer, and give the sale price to the customer.

A bride is meeting with a hotel catering sales manager to discuss the menu for her upcoming reception. The bride wants a particular brand of cheese, but the hotel cannot guarantee that it will be delivered in time for the wedding. What should the catering sales manager do? A. Review alternatives and offer the best solution. B. Provide complimentary hors d'oeuvres for the reception. C. Suggest that the reception be held at another location. D. Restrict the selection of cheese to what is available on the menu.

A. Review alternatives and offer the best solution.

Sales associate completes an online training class for a store's new phone but she cannot remember how long it takes to charge the batteries. What should the sales associate do? A. Review the online class again. B. Ask a friend that has a similar phone. C. Check the Internet when the sales associate goes home. D. Plug the display unit in and time how long it takes to charge.

A. Review the online class again.

What is the FIRST step a sales associate should take if the store does not offer the product a customer wants? A. Suggest comparable alternatives. B. Offer to special order the item. C. Call the supervisor for assistance. D. Refer the customer to a competitor.

A. Suggest comparable alternatives.

Horizon Electronics is launching a new all-in-one product. The product can be used to play music, watch movies, check e-mail and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping that customers will buy it from your store rather than online or at a competitor's store. How should you prepare for the large volume of customers asking about this product? A. Test the item on display, making sure you can explain how to use each feature. B. Rely on one of your coworkers to help you answer questions, as he just bought the product for himself. C. Tell customers that they can call Horizon Electronics directly to answer questions about how to use the product. D. Remind customers that they can return the item if it is too difficult to use.

A. Test the item on display, making sure you can explain how to use each feature.

How does understanding what items are most likely to be stolen help retailers? A. They can use security measures on frequently stolen items to deter theft. B. They can stop stocking frequently stolen items. C. They can keep any item that is frequently stolen in the backroom. D. They can price other items higher to make up for losses.

A. They can use security measures on frequently stolen items to deter theft.

A representative from a popular cosmetics company is coming in to demonstrate makeup applications. The sales associate attended the last product demonstration and is very familiar with how to use them. Why should the sales associate attend this demonstration again? A. To be better able to answer customers questions about the product. B. To become aware of upcoming sales or in-store promotions. C. To learn how to increase sales of slow-moving products. D. To position oneself or a possible career advancement.

A. To be better able to answer customers questions about the product.

Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display? A. To make it easier to demonstrate and sell products. B. To warn customers about products that are difficult to assemble. C. To learn how to push slow-moving products and not lose a sale. D. To impress customers by demonstrating knowledge and expertise.

A. To make it easier to demonstrate and sell products.

What step in the five-stage decision-making process does this example represent: "I feel really happy about the hat that I just purchased. The store associate was very helpful as well when I was trying to make my decision between two different hats." A. Search for information B. Recognize a need C. Review decision and experience D. Purchase

C. Review decision and experience

A customer enters the housewares department with a printed copy of an online advertisement for a blender. The customer asks the sales associate where the blender is located. The associate knows the store is out of stock, but the customer needs the item today. What is the associates BEST response? A. We are unfortunately out of stock on that item. I can call around to try to find it. Do you want to see if you can pick it up at one of our other stores? B. I'm sorry. We are out of stock on that particular blender. We have a variety of other blenders I can show you that have some of the same features you might need. How are you planning to use the blender? C. This blender is out of stock. I know you want to take it home today, but if you can wait, I can try calling some other stores and have it shipped to you within a week.

A. We are unfortunately out of stock on that item. I can call around to try to find it. Do you want to see if you can pick it up at one of our other stores?

A customer appears to be browsing throughout your department. What would be your BEST approach for this customer? A. Welcome him and offer to serve him when he is ready. B. Greet him and point him towards sale merchandise. C. Acknowledge him and show him the new items that have just arrived in the store. D. Leave the customer to his shopping as he appears to be doing fine on his own.

A. Welcome him and offer to serve him when he is ready.

Which of the following is NOT a product distribution channel option? A. customer B. corporate office C. manufacturer D. wholesaler

A. customer

Which is the BEST way to communicate the benefits of a product? A. Refer the customer to the product label. B. Have the customer speak to the store manager. C. Share personal experiences about using the product. D. Compare the product to a competitor's product.

C. Share personal experiences about using the product.

A customer shopping for a replacement refrigerator has decided upon a style and model and wants to complete the purchase. What is the BEST response for the sales associate to give to the customer to ensure a good experience? A. "Great choice! I can ring you up right here in the department so you can avoid the lines up front." B. "Excellent! This model may be a bit more complicated to install. Would you like me to go over our delivery and install options so we make sure you have everything you need?" C. "Nice! With this model you will need to hook up a water line to use some of the features. Do you want me to explain how you can do that?" D. "Sounds good! If you want to use the filtered water in-door feature, you will need a water line kit. Would you like me to get you one of those?"

B. "Excellent! This model may be a bit more complicated to install. Would you like me to go over our delivery and install options so we make sure you have everything you need?"

A sales associate notices that a customer is constantly the product price tags and store signage for sale information while shopping for a new sweater. What is the BEST way for the sales associate to approach this customer? A. "Have you seen the beautiful red sweater on the counter in the front?" B. "I just want to let you know that all sweaters are 25% off today." C. "The less expensive sweaters are all on the second floor." D. "You seem to be in a hurry. Can I help you?"

B. "I just want to let you know that all sweaters are 25% off today."

Following up on a customer's recent refrigerator delivery and installation, the customer complaints that the delivery person's muddy shoes soiled the carpet. Which of the following would be the sales associate's BEST response to the complaint? A. "I apologize for that. Is the refrigerator working to your satisfaction?" B. "I'm sorry to hear that. What can I do to make this right for you?" C. "That's odd. The delivery people are supposed to take their shoes off." D. "What was the delivery person's name? I'll be sure to let him/her know about the problem."

B. "I'm sorry to hear that. What can I do to make this right for you?"

Which is the MOST appropriate type of question to ask to determine a customer's budget? A. "Why would you want to spend that much on this product?" B. "What features are you looking for in this product?" C. "What price range do you feel comfortable with?" D. "Are you sure you can afford this?"

B. "What features are you looking for in this product?"

Once you've helped a customer find the products and services that meet their needs and overcome any objections, what transition statements would be best to use to now close the sale? A. "Are you ready to buy this?" B. "You've chosen an awesome gift! Would you like to have it wrapped?" C. "You are ready to check out, right?" D. "Our store is closing in a few. If you want to buy this, you will need to buy it now."

B. "You've chosen an awesome gift! Would you like to have it wrapped?"

Jackie has been working at her retail store for years but does not know how to use the new POS system because she is not good with technology. She has attended a few training sessions, but she thinks this is a skill that she cannot develop. What kind of mindset does Jackie have? A. A growth mindset B. A fixed mindset C. A negative mindset D. A quitter mindset

B. A fixed mindset

A customer calls a drugstore to inquire if a prescription is ready. The associate asked the customer to hold while checking on the prescription. After the associate puts the customer on hold and locates the prescription, several customers in the store approach and ask for assistance. What should the associate do? A. Get back to the phone after serving the in-store customers and then call for assistance in case it happens again. B. Acknowledge the in-store customers, call for assistance, and then get back to the customer on hold. C. Call for another associate to talk with the customer on hold. D. Immediately get back to the customer on hold.

B. Acknowledge the in-store customers, call for assistance, and then get back to the customer on hold.

Sally likes to shop for inexpensive items that do not have high importance to her. She loves to shop for items in the checkout line and frequently shopping online. What kind of shopper is Sally? A. A follower B. An impulse buyer C. A recreational shopper D. A loyalty customer

B. An impulse buyer

What should a sales associate do if a customer delivery is delayed? A. Explain that deliveries are backed up and that the situation is being resolved. B. Apologize for the inconvenience and inquire with management about a resolution. C. Call the manager to see if he or she can handle the problem alone. D. Direct the customer to the shipping/receiving department.

B. Apologize for the inconvenience and inquire with management about a resolution.

A customer comes into a store to return an item that was purchased online. The customer states that the wrong item was received. The sales associate helping the customer has never dealt with this issue before. Which is the BEST action the associate can take to resolve the problem? A. Apologize for the mistake and give the customer a phone number to use in order to file a complaint and reorder the correct item. B. Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item. C. Suggest that the customer look for the correct item in the store and request that the incorrect item be returned by mail because the store does not stock the item. D. Thank the customer for bringing the issue to the stores attention and then provide a refund for the item.

B. Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item.

The department has been busy all day and only one associate is on duty. Marlene is a customer who uses a wheelchair, and she asks the associate to help her find a blouse for a special occasion. Meanwhile, several customers are waiting at the register. What should the associate do after acknowledging the other customers? A. Take the customer in the wheelchair to the blouse section and offer to return and help her after ringing the other customers in line. B. Ask the customer in the wheelchair to wait for a moment, page the manager for assistance, then ring the other customers. C. Help the first customer in line until the decision to buy is made. D. Apologize to her for not having enough staff on the floor, then ring the other customers in line.

B. Ask the customer in the wheelchair to wait for a moment, page the manager for assistance, then ring the other customers.

A customer asks an associate for help choosing a scarf. The customer mentions that she is allergic to many natural fabrics The associate will be on duty for only 15 more minutes and is rushing to finish restocking shelves before leaving. Which of the following should the associate do next? A. Offer to help the customer test scarves to see which will not cause an allergic reaction. B. Ask the customer questions to learn which fibers she can use, and then help her find scarves in that material. C. Suggest that the customer look at scarves and then say that another associate will be there in 15 minutes to help. D. Show the customer where the scarves are and then point out that the labels include information on the fiber content.

B. Ask the customer questions to learn which fibers she can use, and then help her find scarves in that material.

Julie places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% off the price she paid three weeks ago. The store has a 14-day sales price adjustment policy. She wants a credit for the price difference. The associate should: A. Suggest that the customer return the coat, then buy it again at the discounted price. B. Ask the customer to wait while the sales associate asks the manager for approval. C. Tell the customer there is nothing the associate can do to help her and move on to the next customer. D. Suggest that the customer pay more attention to the sale dates in the future.

B. Ask the customer to wait while the sales associate asks the manager for approval.

An employee is helping a customer who is still looking around the store. They see another customer standing at the register who needs to make a return. What should the employee do? A. Leave the customer who is still looking around the store. B. Ask the customer who is still looking around the store if they can help the customer at the register who needs to make a return. C. Yell out to the customer at the register that you will help them out in just a moment. D. Tell the customer at the register they can come back in 10 minutes.

B. Ask the customer who is still looking around the store if they can help the customer at the register who needs to make a return.

Your department is planning a special promotion on a new line of small kitchen appliances that has been heavily advertised. What is the MOST important thing you need to do to be prepared for a crowd of customers? A. Be sure there is an adequate power source to demonstrate a number of appliances at once. B. Be sure you understand and can demonstrate the features of the new line of appliances. C. Test every appliance for sale to be sure it works and that no parts are missing. D. Have an adequate supply of samples (smoothie, snacks, etc.) to keep the customers happy.

B. Be sure you understand and can demonstrate the features of the new line of appliances.

How should a sales associate handle an upset customer who insists on speaking with a manager but will not explain the problem? A. Ask a coworker to assist. B. Call a manager for assistance. C. Express self-confidence in being able' to take care of the customer's needs. D. Insist that the customer explain the problem before consulting a manager.

B. Call a manager for assistance.

A customer likes a specific sofa but wants to have it made in a different fabric. Which of the following is the FIRST thing the associate should do? A. Tell the customer that the sofa probably comes only in the fabric shown. B. Check to see if the sofa can be special ordered in a different fabric. C. Suggest another style of sofa that is available in the fabric the customer wants. D. Ask why the customer does not like the fabric currently on the sofa.

B. Check to see if the sofa can be special ordered in a different fabric.

Which of the following BEST describes the information needed to properly schedule a delivery? A. Customer address, form of payment, and driving directions. B. Customer address, delivery date/time, and driving directions. C. Delivery date/time, size and weight of products, and special requests. D. Delivery date/time, delivery fee, and delivery follow up call.

B. Customer address, delivery date/time, and driving directions.

A customer looking to upgrade a wireless phone is considering a smartphone that offers e-mail, online shopping, and navigation features. The customer is nervous that the new phone may be too difficult to use. What is the sales associates BEST approach for guiding this customer to an upgraded model? A. Point to the variety of smartphones on display and give the customer time to practice using the various models. B. Describe the benefits of different smartphones and let the customer test the different functions to see how easy they are to use. C. Ask about the customer's budget and narrow down the models based on price considerations so that the customer can test out the different features. D. Talk with the customer about the best-selling smartphones and give the customer time to evaluate the differences.

B. Describe the benefits of different smartphones and let the customer test the different functions to see how easy they are to use.

How is the complaint about a product that is still under warranty BEST resolved? A. Refer the customer directly to a toll free number that the manufacturer has provided. B. Discuss your company's policy regarding warranties as well as the terms of the manufacturer warranty. C. Offer the customer repair options even if the manufacturers warranty has expired. D. Ask the customer why he did not purchase the extended warranty for the product.

B. Discuss your company's policy regarding warranties as well as the terms of the manufacturer warranty.

Which of the following is the BEST way to explain features and benefits of a product to a customer? A. Display the product. B. Talk about the product. C. Show the product in action. D. List the warranties and functions.

C. Show the product in action.

A customer is searching for a shoe in a particular size and asks a sales associate for help. The associate knows that the size is unavailable because an earlier search revealed that it was out of stock. What is the MOST appropriate response to this customer's request? A. "I just put out the entire stock of that item yesterday. I'm pretty sure we don't have it anymore. Sorry." B. "I think we sold the last size yesterday. That is a really popular item. You have great taste!" C. "I will double check the stockroom, but I am pretty sure we are sold out. I'd be happy to call our other store to see if they have it." D. "We should be getting more of those in next week. You can give me a call on Wednesday, and if we have it, I can hold it for you."

C. "I will double check the stockroom, but I am pretty sure we are sold out. I'd be happy to call our other store to see if they have it."

A customer is looking into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer hesitantly states "I really like the clean look of a white sofa, but I'm afraid it will be quickly soiled by my children and dogs." Which of the following is the sales associate's best response to help the customer make a good decision? A. "Do you have another sofa that children and the dog could use?" B. "If it gets dirty, you can always buy a slip cover!" C. "May I show you some of the washable slip covers available for the sofa?" D. "Perhaps you should consider other sofas that won't show soils so easily."

C. "May I show you some of the washable slip covers available for the sofa?"

A customer is looking at televisions. What is the BEST question for the associate to ask the customer? A. "Is this for you, or is it a gift?" B. "May I show you some televisions that just arrived?" C. "What features are important to you?" D. "Are you looking for anything special?"

C. "What features are important to you?"

What question should sales associates ask themselves when studying competitors' products and services? A. "What is misleading about the competitor's prices or services?" B. "What can I tell customers about competitors that will make my company sound better?" C. "Why should I buy my own company's product or service over a competitor's?" D. "How can I convince customers that competitors do not offer good customer service?"

C. "Why should I buy my own company's product or service over a competitor's?"

A sales associate sees a customer looking at a dress and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say? A. "We're almost sold out. I have sizes 10 and 12 left. Which would you like?" B. Sympathize over how expensive clothing is, but stress the dress is a good value. C. "Would you like me to bring one to the fitting room for you to try on? What size would you like to try?" D. "Would you like to purchase any accessories with that dress?"

C. "Would you like me to bring one to the fitting room for you to try on? What size would you like to try?"

Let's say your total sale hours for the week were $3,000 and you totaled 32 hours this week. What are your sales per hour? A. $350.00 B. $25.00 C. $94.00 D. $112.00

C. $94.00

If a customer's purchases total $74.35 and the customer gives you $100, what is the correct change using the smallest number of bills and coins possible? A. 2 $10 bills, 5 $1 bills, 6 dimes, 5 pennies B. A $20 bill, a $5 bill, 3 quarters C. A $20 bill, a $5 bill, 2 quarters, 1 dime, 1 nickel D. A $20 bill, a $5 bill, 6 dimes, 1 nickel

C. A $20 bill, a $5 bill, 2 quarters, 1 dime, 1 nickel

What would a retailer's reimagined ecosystem offer? A. A network with physical store formats, cash only sales options and no online shopping. B. A network of ecommerce sites with apps and experiences targeted at one audience. C. A network of physical store formats, direct or phone sales options, ecommerce sites, apps, targeted marketing, experience, services, amenities and interactions. D. A network of retail corporations with marketing services to best sell their product.

C. A network of physical store formats, direct or phone sales options, ecommerce sites, apps, targeted marketing, experience, services, amenities and interactions.

What would a retailer's reimagined ecosystem offer? A. A network with physical store formats, cash only sales options and no online shopping. B. A network of ecommerce sites with apps and experiences targeted at one audience. C. A network of physical store formats, direct or phone sales options, ecommerce sites, apps, targeted marketing, experiences, services, amenities and interactions. D. A network of retail corporations with marketing services to best sell their product.

C. A network of physical store formats, direct or phone sales options, ecommerce sites, apps, targeted marketing, experiences, services, amenities and interactions.

What is the definition of a retail ecosystem? A. A retail ecosystem is a system of retail locations and methods of distribution that help to drive profits for the retailer meeting shareholder goals. B. A retail ecosystem includes store managers, corporate roles, warehouse distributions and other jobs that are essential to the retail world. C. A retail ecosystem is an interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want - when, where and how they want to experience and purchase them. D. None of these answers are correct.

C. A retail ecosystem is an interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want - when, where and how they want to experience and purchase them.

A sales associate is helping one customer. When another customer comes to the counter, what should the associate do? A. Complete the current sale as quickly as possible. B. Call another associate to help the customer. C. Acknowledge the new customer, but complete the current transaction. D. Help the new customer after finishing the current customer's transaction.

C. Acknowledge the new customer, but complete the current transaction.

You are working in a local paint supply store when a customer comes in with a color sample and asks you to mix paint, that will match the color she wants. Although you have received training using the color mixing machine, which included hands on experience, you have never used it on your own with a customer watching. What would be the BEST action to take to ensure you mix the paint correctly and learn from the experience? A. Remember your training, try to do it on your own, and hope that it turns out OK. B. Tell the customer that you will have to pass her to another associate as you are not confident you can help. C. Call a coworker over to assist you by monitoring what you are doing and offering help if you need it. D. Asked the customer to come back in 30 minutes because another associate will be available to help.

C. Call a coworker over to assist you by monitoring what you are doing and offering help if you need it.

What is the third step to problem solving effectively? A. Define the problem B. Take action C. Choose a solution D. Identify solutions

C. Choose a solution

What does the C in the CRAVED model stand for? A. Camouflaged B. Covered C. Concealable D. Converted

C. Concealable

What are the correct steps for solving problems effectively? A. Brainstorm ideas, poll co-workers on the best solution, implement the winning solution. B. Identify the problem, list possible solutions, evaluate how long each solution would take, implement the fastest solution. C. Define the problem, identify solutions, choose a solution, take action. D. Research the problem on the internet, evaluate how others solved the problem, implement the most effective solution.

C. Define the problem, identify solutions, choose a solution, take action.

What does the D in the CRAVED model stand for? A. Deliver B. Deny C. Disposable D. Detect

C. Disposable

A customer who was looking at winter hats expresses a desire to purchase one for each of her grandchildren. Which method would be MOST effective in helping the sales associate determine this customer's need and budget? A. Direct the customer to hats on an expensive display and observe the customer's reactions for clue. B. Ask the customer how many grandchildren she has and estimate what she might spend on each hat. C. Engage the customer in conversation to determine the quantity and quality that interest her. D. Show the customer several inexpensive hats to keep the total price at a reasonable point.

C. Engage the customer in conversation to determine the quantity and quality that interest her.

A small business owner explains to a sales associate that the business has grown faster than expected and says that a new computer is needed to handle several expanded business functions. The customer begins looking at a few low-cost computers. However, after interacting with the customer, the associate concludes that a more expensive computer would better meet the needs of the business and allow for future growth. Which is the BEST strategy for the associate to use when providing this recommendation to the customer? A. Demonstrate that the more expensive computer can perform a larger variety of tasks than the owner's current computer. B. Explain that the more expensive computer can be returned for a full refund if the features do not accommodate the growing business. C. Explain that the features and long-term benefits of the more expensive computer will save money and allow for future growth.

C. Explain that the features and long-term benefits of the more expensive computer will save money and allow for future growth.

A customer comes into a store looking for a new television. The customer is requesting ABC brand, which is one of the most expensive in your store. The customer has no experience with the other brands you carry but is concerned about the price of ABC brand. What would be the BEST action to take? A. Show the customer ABC brand TVs because that is what he is looking for. B. Show the customer a promotional item that is priced well below ABC brand. C. Explain that the store carries other brands that are comparable to ABC but priced lower. D. State that ABC brand is overpriced and explained that the store has other brands that are more reasonably priced.

C. Explain that the store carries other brands that are comparable to ABC but priced lower.

What is a primary element of body language? A. Clothes B. Shoes C. Face D. Accessories

C. Face

You are a new receptionist at a spa. Today is your day off and you are getting a massage at another spa. The receptionist serving you tells you how long your treatment will be, how much it will cost, and what products will be used. You decide to share the same details with your customers. What are these details called? A. Add-ons B. Benefits C. Features D. Hot buttons

C. Features

A wedding coordinator unable to meet tight deadlines has lost several potential clients. Which of the following can the coordinator do to help prevent this loss of business in the future? A. Persuade the next few clients to schedule their wedding dates slightly later. B. Advertise in more local publications to attract more clients. C. Gather information about competitors to identify ways to increase efficiency. D. Explain that the competitors have more dissatisfied customers.

C. Gather information about competitors to identify ways to increase efficiency.

What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior to the transaction? A. Coincidental. B. Guided. C. Impulse. D. Instinct.

C. Impulse.

A customer calls the store to check if a particular digital camera is in stock and the sales associate confirms that it is. The customer then states that he will arrive to view the camera shortly and mentions that he is in a rush. What would be the BEST way for the sales associate to prepare for the arrival of this customer? A. Locate the manufacturer's brochure and appropriate accessories and be prepared to offer an extended warranty to the sale. B. Place the camera and the memory card at the customer service desk with the customer's name attached and request a page when the customer arrives so he can be quickly assisted. C. Place the camera in a bag with the customer's name attached and leave the bag at the customer service desk for quick access.

C. Place the camera in a bag with the customer's name attached and leave the bag at the customer service desk for quick access.

After explaining the features and benefits of several digital cameras, your customer has decided on the model she wishes to purchase. The customer says to you, "I'm going to look around and see if I can find a less expensive one first." You know the camera will be going on sale at your store in a few days. What should you do? A. Reinforce the features and benefits that matter most to the customer, and try to sell the camera at full price. B. Provide the customer a list of competitors that sell the camera, and encourage the customer to shop around for the best price. C. Inform the customer that the item will be going on sale, and ask if you could hold one for her to pick up during the sale. D. Inform your manager that customers are not buying cameras from you because they are shopping around for a better price.

C. Inform the customer that the item will be going on sale, and ask if you could hold one for her to pick up during the sale.

Which is the MOST important reason why handling objections correctly is beneficial for sales associates? A. It shows them whether a customer is serious about purchasing. B. It provides them an opportunity to show their expertise. C. It allows them to better refine or address product recommendations. D. It gives them confidence to make add-on and accessory sales.

C. It allows them to better refine or address product recommendations.

How does understanding the CRAVED model help retailers? A. It guides the pricing strategy for different products. B. It helps in managing customer complaints more effectively. C. It helps retailers identify what items are most likely to be stolen. D. It helps identify which products should be featured in promotions.

C. It helps retailers identify what items are most likely to be stolen.

Why is it important that sales associates understand written and multimedia materials that are provided by the company, the manufacturer, and the supplier? A. It demonstrates to the manager that the associate took the time to find out more information about a product. B. It helps acquire customer trust when the associates can recite specifications about a product. C. It helps the associate clearly and accurately provide customers with answers to questions on products. D. It lets the manager know the associate is eager to learn and wants to stay busy when customer traffic is low.

C. It helps the associate clearly and accurately provide customers with answers to questions on products.

Which reason BEST explains why a sales associate should gain hands on knowledge of a store's products? A. It is the best way to determine which product parts are most likely to need additional warranties. B. It is the best way to impress customers with product knowledge, which helps encourage the sale. C. It is the best way to learn and remember product features so they can be explained to customers. D. It is the best way to learn which products are best so the customer can be instructed on which products to buy.

C. It is the best way to learn and remember product features so they can be explained to customers.

How can setting a SMART goal for managing high-risk items in a retail store help retail associates enhance their performance? A. It provides a clear framework for evaluating service quality. B. It ensures that all customer queries are addressed within the same timeframe. C. It sets specific, measurable targets for reducing wait times and increasing customer satisfaction. D. It simplifies the process of handling customer feedback.

C. It sets specific, measurable targets for reducing wait times and increasing customer satisfaction.

An associate sees a customer put a shirt in a shopping bag without paying for it. Which of the following should the associate do? A. Confront the customer. B. Ask another associate for help. C. Notify management or security. D. Follow the customer.

C. Notify management or security.

A customer enters a cosmetics store. She says she has always wanted to wear red lipstick but has no idea what shade looks good on her. Which of the following is the BEST way to assist the customer? A. Suggest shades that you feel best match her skin tone. B. Give her a coupon for a discounted second item with her purchase. C. Offer samples so she can test them. D. Ask her the name of her favorite brand.

C. Offer samples so she can test them.

A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks a new employee, who is still in training, some questions about the differences in the cheeses. The other deli associate is on a lunch break. What is the BEST way the associate can save the sale? A. Explain to the customer that he is new, and apologize that he cannot be more helpful. B. Ask the customer to come back later when the other employee is back from lunch to make the best choice. C. Offer the customer samples of the cheeses she is interested in, and express interest in her reactions. D. Try to suggest that the customer buy a different product that the associate knows more about.

C. Offer the customer samples of the cheeses she is interested in, and express interest in her reactions.

A store chain advertises a special on air conditioners with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do FIRST? A. Suggest to one of the customers that she can come back in three weeks when the units will be in stock at the regular price. B. Let the customers work out between themselves who will get the last unit. C. Offer to contact another store to see if they have any units left. D. Tell the customers there are no more units available.

C. Offer to contact another store to see if they have any units left.

A customer is purchasing a new table from a store that does not offer delivery service. When the stock clerk attempts to load the table in the customer's car, the customer discovers that the table will not fit. What is the BEST way for the stock clerk to handle this customer's problem? A. Suggest that the customer return the table and repurchase it when she has a way to get the table home. B. Take the customer back inside and show her a selection of smaller tables that might fit in her car. C. Offer to hold the item until the customer can return with a vehicle large enough to transport the item. D. Have a fellow associate help convince the customer to choose a smaller table to save the sale.

C. Offer to hold the item until the customer can return with a vehicle large enough to transport the item.

What is the term for store brands or in-house brands that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores? A. Branded items B. White-label brands C. Private-label products D. Retail goods

C. Private-label products

A customer has just purchased a box of magic tricks as a birthday gift for a friend's son. While the associate is wrapping the gift, the customer mentions that she is a bit concerned because she thinks the child may have trouble learning how to perform the magic tricks because he is just learning to read, and the instruction manual may be difficult. What would be the associates best to reply? A. The box says that this toy is for children his age. I'm sure he'll be fine with the manual. B. Would you like me to suggest some other gift items that would be more appropriate for a child who can't read well? C. We carry a video available to demonstrate the tricks. I haven't told it up your receipt yet. May I add it to your purchase? D. Maybe the boy's parents could read the instructions to him until his reading improves and then he can practice the magic tricks on his own.

C. We carry a video available to demonstrate the tricks. I haven't told it up your receipt yet. May I add it to your purchase?

A sales associate in the clothing department notices that a customer is waiting impatiently in the electronics department. Which is the BEST example of how the associate should approach the customer to offer help? A. Hello. Which department were you looking for help in? B. Hey there! I know waiting for help in a busy store can be frustrating. I'm free now, so what are you looking for? C. Welcome to the store. If you haven't already been helped, I'm happy to do so. What brings you in today? D. You seem a bit agitated. I'm sorry for any inconvenience. Can I help you?

C. Welcome to the store. If you haven't already been helped, I'm happy to do so. What brings you in today?

A sales associate observes a customer looking at a display of bicycles, comparing prices between brands. What is the BEST thing the associate can say to try to determine the customer's price range? A. "Are you looking for yourself or is this going to be a gift? If it's for you, you may want to spend a little more. You're worth it!" B. "Did you have a specific budget in mind for this new bicycle? Some of these can be very expensive, but we have financing available." C. "Do you know which brand you want to go with? Different brands are better for different uses." D. "How will you be using your new bicycle? The ones in this area are great values for basic riding around town. The bicycles in that area are more expensive but offer great features for off- road and mountain biking."

D. "How will you be using your new bicycle? The ones in this area are great values for basic riding around town. The bicycles in that area are more expensive but offer great features for off- road and mountain biking."

A customer is calling from the manager who is not immediately available. Which of the following responses will leave the MOST positive impression on the customer? A. "I don't know where the manager is. Can you call back in a couple of hours?" B. "I think the manager is still having coffee. I'll have him call you when he is available." C. "The manager is at the doctor office. He said that he'd return all calls later in the day or tomorrow." D. "The manager is with another customer. May I help you or should I have him call you when he is available?"

D. "The manager is with another customer. May I help you or should I have him call you when he is available?"

A customer wants a style of women's jeans that is out of stock in her desired color. What is the associates BEST response? A. "That style looks great on you. You should get another color and come back later for the one you want." B. "Get the jeans that fit regardless of the color." C. "Check back with us. We get shipments every week." D. "We have a direct line to our web inventory. We can have your gene shipped to you."

D. "We have a direct line to our web inventory. We can have your gene shipped to you."

Which of the following open-ended questions will BEST help a sales associate determine what kind of television is appropriate for a customer looking to purchase a new one? A. "Are you replacing your current television?" B. "Do you prefer specific brand of televisions?" C. "What are the dimensions of your living room?" D. "What did you like or dislike about your last television?"

D. "What did you like or dislike about your last television?"