customer service exam

Which is the BEST technique for identifying a customer's needs?

Start a conversation and listen to the customer

Which of the following is an example of an open-ended question?

"How can I help you today?"

A sales associate notices that a customer is constantly checking 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?

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

A customer calls the store about a purchase she made, which was advertised for less at a direct competitor's 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?

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

A sales associate working at the customer service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold a charge. What is the BEST way for the associate to respond to the customer?

"I'm sorry that the laptop is not working properly. Fortunately, the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you."

When following up on a customer's recent refrigerator delivery and installation, the customer explains 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?

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

A customer returns a backpacks complaining that one of the seams has ripped. The customer wants to exchange for a new one. Which of the following is the LEAST appropriate response?

"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?

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

Four stores advertise a sale on shirts. Which of the following sales is the BEST price per shirt?

4 shirts for $48

Why is it important for sales associates to test or sample the products they will be selling?

Customers are likely to ask questions about the products.

A sales associate is helping one customer when another customer comes to the counter. What should the associate do?

Acknowledge the new customer, but complete the current transaction

A customer placed a special order for floor tile with your company and was told his order would be ready in a week. Two weeks have gone by and the customer calls, asking about his order. Which of the following should you do?

Apologize to the customer, get the order information, and follow up on the order.

A customer comes into a furniture store with a piece of fabric. She sees an associate in the sofa department and tells him that she wants a chair to match the sofa in her living room. What should the associate do?

Ask an associate who knows more about the choices of fabric to help the customer.

A sales associate notices that a customer is looking at a high-end bag. The associate approaches her and she says, "I love the bag, but it's just to expensive." What should the sales associate do?

Ask questions to see if similar item could meet her needs.

The department has been busy all day, and only one sales 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?

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

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?

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

The manager tells a new receptionist to come to work tomorrow dressed more appropriately. What is the BEST way for this employee to find out what clothes are appropriate to wear to work?

Ask the manager for clothing guidelines.

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?

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

What is the BEST way for a sales associate to become familiar with a store's products and services?

Attend all company and vendor-provided trainings.

A manager shows a new employee how to stock the shelves. The employee begins the task. The supplier comes in and tells the employee to do it differently. What should the associate do?

Clarify the task with the manager

George explains that he can 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?

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 associate have done FIRST before demonstrating the cameras?

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

A customer is leaving the next day for a trip to a foreign country and is busy shopping in your store for some last minute travel items. The customer is in need of a special adaptor so that she can plug in her hair dryer and computer during her trip, but she cannot seem to find it. You offer to help look and discover that it is out of stock. Yesterday you overheard the supervisor make a special order and ship the item overnight to a customer. What would be the BEST way to proceed with this customer?

Excuse yourself from the customer to ask the supervisor to approve the special order.

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?

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

An associate in an electronics store is helping a customer with a grandchild buy an answering machine. The customer would like a demonstration of a particular machine. What should the associate do?

Give them a hands-on demonstration.

A customer has just contacted her local dry cleaner because she returned home with her dry cleaning to find there was a stain on a dress she needs for tomorrow. How can the dry cleaners BEST resolve the problem and keep the customer's business in the future?

Have someone pick up the dress, clean it again, and then deliver it back to the customer when it is clean.

Why is a customers complaint helpful to a retailer?

It provides feedback that can help lead to improvements in its products, service, or policies.

Which is the BEST way to determine a customer's expectations of a product?

Listen carefully to the customer and respond with focusing questions.

Two passengers are arguing that they have the same seat on an airplane flight. what should the flight attendant do FIRST?

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

A store adopts the following return policy: "Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any electronics purchased between November 22 and December 24 may be returned until January 12 or as regular policy allows, whichever is later. All electronics purchased on or after December 26 will be subject to our existing return policy. All other terms and conditions of our return policy apply." A customer comes into the store on January 15 and wants to return a printer that was purchased during a store sale on December 15. Under the stated policy, should a sales associate accept the item for return?

No, because it is not within the stated time period for return.

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?

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

What are the PRIMARY types of retail training for sales associates?

Product knowledge and company procedures

Which is the BEST way to explain the features and benefits of an item to a customer?

Relate product features to the customer's needs in a "so that you can" statement.

Which is the BEST way to communicate the benefits of a product?

Share personal experiences about using the product.

A customer service representative in a bridal shop helped a customer choose her wedding dress. The customer had alterations made to her dress. Two weeks later, she called to complain that the dress is still too long. What should the representative do FIRST?

Show empathy and ask that she come in to meet with alterations.

An experienced stylist sees a new shampoo person about to use a certain conditioner on a customer. The stylist knows the customer is allergic to that conditioner. Which of the following should the stylist do?

Speak to the shampoo person before he uses the conditioner on the customer.

As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the BEST course of action?

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

A customer comes into your store needing to buy a gift for a friends wedding. According to the gifts registry, all the items that were within the customers price range have already been purchased. What is the BEST suggestion you can give this customer?

Suggest a gift card in the amount the customer was planning to spend.

Customers who spend more than $100 at a toy store will receive 10% off the total purchase. The cashier rings up the items totaling $95 for a customer. The cashier should:

Suggest an additional item that costs $5 or more.

You are on duty stocking shelves with a fellow associate, and a customer is having difficulty locating a specific product that is located in another department. Which of the following is the BEST action to take?

Take the customer to the other department, and hand her off to another associate.

A sales associate was trained in a select line for Young Juniors. The associate is reassigned to Housewares due to personal shortages. What is the BEST way for the associate to learn about the products in the new department?

Talk to the Housewares supervisor and ask for help regarding product lines.

What is the FIRST thing a sales associate should do when a customer has a problem with a product?

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

Pauline has reserved a non-smoking room, and she is upset because her room has a strong tobacco odor. She tells the front desk that she wants another room. Its 11:00pm and the only rooms available are other smoking rooms and an expensive non-smoking suite. What should the clerk offer Pauline?

The expensive suite at the regular room price.

Which answer BEST describes when a sales associate knows all of the information needed to successfully sell a product in a store?

The sales associate can confidently and intelligently answer all the customer's questions about a product and solve routine problems with the product

As a sales associate, what is the MOST important reason to understand and be aware of their promotions?

To be prepared to answer customers' questions

An associate begins to help a customer he believes is next to be served. A second customer interrupts by saying that she should be next. The sales associate BEST response is:

Try to find another sales associate to help one of the customers.

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?

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

When is it appropriate for sales associates to call the manager for assistance with a customer?

When there is a problem resolving the customers complaint.

When should a customer be acknowledged?

Within the first 30 seconds of walking into the store.

What product display method would be BEST for a bulk discount store selling a new pizza to customers?

taste test