customer services test
Four stores advertise a sale on shirts. Which of the following sales is the BEST price per shirt?
4 shirts for $48
While demonstrating a new blender a sales associate showcases the product's ability to make smoothies using a specific setting. What product features do the settings describe? Brand
Function
Unhappy customers sometimes need to vent their feelings. What should a sales associate do in these situations?
Listen actively
If you are working with a customer, how should you react when you are approached by a second customer?
Make eye contact to let the second customer know he has your attention
If a customer asks how to clean a jacket, which is the BEST source for this information?
Product care label on the jacket
A customer is interested in buying his first MP3 player. Technically, the customer knows very little about MPS3 players but has already made up his mind on which player he wants. As a sales associate, you should do which of the following?
Sell the customer the player he wants and move on to the next customer.
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 has a question about the care of a sweater. What is the BEST way for a sales associate to find information on this topic?
Check the fiber content and care label in the sweater
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?
Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?
To make it easier to demonstrate and sell products
A customer looking to upgrade a wireless phone is considering a smartphone that offers email, online shopping, and navigation features. The customer is nervous that the new phone may be too difficult to use. What is the sales associate's BEST approach for guiding this customer to an upgraded model?
A customer looking to upgrade a wireless phone is considering a smartphone that offers email, online shopping, and navigation features. The customer is nervous that the new phone may be too difficult to use. What is the sales associate's BEST approach for guiding this customer to an upgraded model?
What does the technique of asking open-ended questions allow a sales associate to accomplish for the customer?
A quicker match to the right product
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?
Give the product information to the customer to read
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?
How do you see yourself using these new laptops?
You are a counter associate at Artie's Pizza. A customer comes in with his heart set on a calzone. Your boss did not make calzones today, but you remember seeing on your way to work that Brother's Three Pizza was advertising calzones. Which of the following is the BEST thing to do?
Suggest some Artie's pizza special in place of a calzon
A customer approaches a sales associate and asks for a brand of vitamins advertised on the store's website as "buy two, get one free. The sales associate is familiar with the promotion but knows that the generic brand of those vitamins is also on sale. Which of the following is the associate's BEST response?
Those vitamins have been very popular this week because of the sale. I'm not sure that we have any left, but if we do, you will find them in aisle 6. Let me know if you don't see them I will come help you look
What is the sales associate's goal when asking a customer, " If you could describe the ideal software to solve your business problem, what would you like to do for you
To understand the customers overall need
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's BEST response is:
Try to find another sales associate to help one of the customers.
Which is the MOST important step a sales associate should take to ensure that a product is working before demonstrating it to a customer?
Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located
. A customer appears to be browsing throughout your department. What would be your BEST approach to this customer?
Welcome him and offer to serve hum when he is ready
A customer brings in a shoe with a broken strap. Which of the following questions would be acceptable in helping to determine how to assist the customer?
What can I do to make this right?
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?
After giving the name of the company, let the customer know that someone will be available momentarily to help
If a customer enters the store to purchase a set of dinnerware, why is it considered good customer service for a sales associate to suggest additional products such as a tablecloth and napkins?
All of these items work together to enhance the look and enjoyment of a dining table.
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?
Apologize and ask the customer to return the dress so they can analyze what caused the stain and clean the dress for free
What should a sales associate do if a customer delivery is delayed?
Apologize for the inconvenience and inquire with management about a resolution.
A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick the pants ip, the legs are too short. The customer tells the sales associate, this will never happen. I can't wear them like this. You are going to change them. How should the sales associate respond?
Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.
Which is the BEST way for a sales associate to react to a customer complaint?
Ensure understanding of the issue and use it as an opportunity to improve customer satisfaction.
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?
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 customer decides to buy a television and wants the best value for her money. The associate works on commission. Which of the following should the associate do?
Explain to the customer the features of more than one television and the costs of each.
Which is the MOST appropriate type of question to ask to determine a customer's budget?
Fact-finding
A sales associate in Jewelry is showing a watch to a customer who cannot hear. The customer communicates through sign language. Which of these would be the MOST appropriate way to help her?
Give her the watch and a pen and paper to write down any questions.
A customer approaches you holding an ad and a coupon for window shades from a competitor's special promotion. What is the BEST way to gain the interest of this undecided shopper and make a sale?
I see you've got a coupon from XYZ. Tell me more about what you are looking for. I'm certain we can find it in stock in our large inventory. Are you aware of our 48 hour free installation policy?
A customer in a wheelchair tries to enter the store using the handicap access door, which is located at the rear of the store. The door is locked. The customer rings the bell and no one answers. A second customer observes the customer in the wheelchair outside and tells the cashier. What should the cashier do?
Immediately call management to open the door for the customer in the wheelchair.
Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experiences?
It improves the sales associate's confidence and level of customer service by having increased product knowledge.
An associate in a home improvement store is asked by a customer to cut some shelving to fit the measurements of his master bedroom closet, a service that the store freely provides. If the associate has never cut shelving before, which of the following BEST represents an appropriate response to the customer's request?
Let the customer know that the associate will be happy to find a co-worker or supervisor to assist in cutting the shelving.
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?
Listen actively to what the customer says to understand her complaint.
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?
Name, address, and phone number of the recipient
You are ringing up a customer's order when the customer notices that the price on one of the products rings up incorrectly. The customer states that there was a sale sign in front of the product. You check 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?
Remove the sale sign, apologize to the customer, and allow her to purchase the item at the sale price.
Which is the BEST way to communicate the benefits of a product?
Share personal experiences about using the product
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?
Smile at the child and ask the mother about her preferences and budget.
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:
Suggest additional items that cost $5 or more.
The sales associate was trained in a selected 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
Horizon electronics is launching a new all-in-one product. The product can be used to play music, watch movies, check email, 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?
Test the item on display making sure you can explain how to use each feature.
A toy store is running a promotion. Customers who spend more than $100 at the store will receive a 10% off the total purchase. A customer asks the associate what the total will be if she buys a $159.99 bicycle. Before tax, her total would be approximately:
$144
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 the associate can take?
Ask the customer to please wait, then try to find an associate who speaks the customer's language.
The store has just introduced a new line of home theater speakers, and the sales associates have no experience with the brand. What is the BEST way for the associate to gain knowledge on the new vendor's product line?
Complete all new training and review vendor supplied information on the features and benefits of the products.
How is a complaint about a product that is still under warranty BEST resolved?
Discuss your company's policy regarding warranties as well as the terms of the manufacturer's warranty.
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 stil under warranty by the manufacturer. Let me look up the sale and see what we can do to help you.
An associate tells a customer to pick up their store-assembled bicycle at 3 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?
Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.
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?
Inform the customer that the items will be going on sale, and ask if you can hod one for her to pick up during the sale.
While showing a customer merchandise, an 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?
Inform the customer that the store carries a range of price points and offer to show the customer around the store.
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?
No one has ever returned one of these before. They are known for being durable
If a sales associate requires help meeting a specific customer's needs, what should the associate do FIRST?
Seek support from a co-worker or manager
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?
Thank bob for his patience and immediately ask the manager to help
A customer is waiting for a 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 been delivered and she must leave the house. How should the customer service associate respond?
Apologize and arrange to deliver the sofa at the next convenient time for the customer
Which of the following is the MOST appropriate way for a sales associate to determine a customer's price considerations?
Ask questions that encourage the customer to describe what he is looking for in the product.
A customer enters a store to return a digital camera and starts off by exclaiming, It sure wasn't as user-friendly as I was told it would be! Which action taken by the sales associate is MOST likely to save the sale and ensure that the customer is satisfied?
Ask questions to better understand the customer's problem, and then suggest a product that meets the customer's needs.
A customer returns to the store with a suitcase that was purchased last month. It was only used a few times for travel, but the wheels are not working properly. Which of the following actions should the sales associate take the BEST remedy the situation?
Ask the customer what you can do to make the situation right, and then determine if the proposed solution is in line with the store's policy. If not, ask a manager for help.
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 pain correctly and learn from the experience?
Call a co-worker over to assist you by monitoring what you are doing and offering help if you need it.
Which is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?
Contact the customers with complaints and offer discounts on their next purchases.
A sales associate observes a customer looking at a display of cell phones, comparing prices between brands. What is the BEST thing the associate can say to try to determine the customer's price range?
Do you know which brand you want to go with? Some have more expensive phones for business while others focus on basic phones for calls and texting.
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?
Escort her to the area where the chairs are, and ask open-ended questions to clarify her needs.
A customer asks a sales associate to ship a gift overseas. The company does offer this service. What should the associate do FIRST?
Explain the delivery options and charges
As you finalize a sales transaction, how should you introduce the store's new loyalty program to the customer?
Explain the key features and benefits of the program
An associate has just spent an hour working with a customer who is shopping for a party she is having this weekend. The customer realizes one of the last times in her cart is damaged. The employee offers to try to order a replacement for the damaged item and have it shipped to the customer in time for the party. The employee takes the customer's information, and the customer leaves with her purchases. The associate is due to leave for the day, and his supervisor has strict rules about overtime. What should the employee do about the special order?
Give the order to another associate to process, and ask that he follow up with the customer to let her know the order was placed.
A customer is shopping for a new computer software package and states that the last version did not meet expectations regarding functionality. What should the sales associate do to help the customer select the right software.
Provide hands-on demonstration of different software packages.
Your store policy is to not provide refunds for on sale or personalized items. What is the BEST way to ensure that customers are made aware of this policy?
Put up signs in the store stating the policy on returns
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
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
A customer has tried on a business suit and really likes the style and color; however the pants are too long. Which of the following responses is the BEST way for the sales associate to encourage the customers to use the store's alterations services?
That suit sure looks nice on you! Are you aware that we offer free hemming on all of our slacks? It only takes a couple of days
Which of the following reasons BEST represents why sales associates should actively participate in company-provided training?
To learn new skills and knowledge used to provide exceptional customer service
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 competitors website, explain the products similarities and differences.
A customer has just purchased a box of magic tricks as a birthday gift for a friend's son. While the associate at the toy store is wrapping the gift, the customer mentions that she is a bit concerned. She thinks the child may have trouble learning how to perform the magic tricks because he is just learning to read and the instructions manual may be difficult. What would be the associate's BEST reply?
Would you like me to suggest some other gift items that would be more appropriate for a child who can't read well?