Review of customer service industry based certification

Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and are included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty? A) A promise to stand behind the product B) To show it isn't the best quality so you need a warranty. C) A promise to replace the product no matter what happens. D) To prove you will not need a warranty.

A) A promise to stand behind the product

A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 day you may receive a refund and if you return after 10 days you will receive store credit. in either situation, you must have a receipt on hand. How does a sales associate respond? A) Apologize for the inconvenience & give the refund unless the prefer an exchange or store credit B) Ask them why they didn't want it and give them store credit C) No returns are allowed at that point in time

A) Apologize for the inconvenience & give the refund unless the prefer an exchange or store credit

When is the BEST time to tell a customer about a product warranty? A) At beginning of sales process when discussing benefits B) During check out process C) When the sale is complete

A) At beginning of sales process when discussing benefits

The BEST way for the sales associate to learn the benefits of a product is to A) Attend a team training where you discuss benefits B) Read the vendor manual C) Read the instructions

A) Attend a team training where you discuss benefits

why should a sales associate read a flyer about a competitor's price? A) Be knowledgeable of prices when informing customer B) To tell the customers about the stores that have products that cost more than yours C) To always price your product a few cents below their products

A) Be knowledgeable of prices when informing customer

A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate? A) Call or email to check if the delivery was received on time and items not damaged B) Ask the customer next time they come in how the item is working C) Put that they bought the appliance in your database

A) Call or email to check if the delivery was received on time and items not damaged

Policies that are open to interpretation by store employees A) Customer satisfaction B) Government law C) My safety D) Liability of product

A) Customer satisfaction

The BEST way for a sales associate to show the product's quality is to A) Demonstrate it B) Say you use it C) Let them read label

A) Demonstrate it

After a delivery is made to a customer, the sales associate should A) Follow up with call that day B) End of month survey C) Thank them next time come in

A) Follow up with that day

A retailer may allow for a more flexible return policy because it. A) Keeps customers from being dissatisfied by allowing them to return or exchange B) Keeps customers from getting angry and yelling at the associate C) Allows teenagers to wear outfits & return them afterwards

A) Keeps customers from being dissatisfied by allowing them to return or exchange

The phone is ringing in a very busy shoe store with customers already waiting. A) Say company name and say you'll call back later and get number B) Say company name and ask for them to call back C) Say company name put them on hold

A) Say company name and say you'll call back later and get number

In a department store, a $40 dress marked, "Save 25%" What is the sale price of the dress? A) $10 B) $30 C) $50

B) $30

What is a REBATE and when does the customer receive it? A) During check out B) After the customer malls in the receipt, he/she will receive money in the mall C) When you put little bit at a time for a product and then when you are finished paying for the product, you get to take it home

B) After the customer mails in the receipt, he/she will receive money in the mail

Item online they saw for discount and come in store looking for it. Its not there. Apologize for inconvenience and next? A) Refer them back to website B) Ask open ended questions to find alternative that meets needs

B) Ask open ended questions to find alternative that meets needs

To keep the lines of communication open, the BEST questions to ask: A) Are ones that can be quickly answered with a "yes" or a "no" B) Begin with who, what,where, when, how, or why C) Are ones that can direct the customer to a decision D) Are structured to save the customer's time

B) Begin with who, what, where, when, how, or why

The Best follow-up by the sales associate after a washer and dryer are brought and are to be delivered the next day is to: A) Call the day before the delivery B) Call the day after the delivery C) Send a thank you note

B) Call the day after the delivery

A sales associate went to a class to learn about MP3's and forgot how long it takes to change the battery. A) He should ask another person similar MP3 B) He should review online class C) He should look on internet when he goes home

B) He should review online class

A customer calls about a cheaper price of a competitor and wants you to match the price and give him/ her money back. Sales associate's BEST response is A) We can't do anything B) I understand, let me get someone to assist you C) I apologize, here is the corporate office number

B) I understand, let me get someone to assist you

Customer: "I like this dress, but it is really more than i should spend. I'm just not sure." The Associate should respond with: A) It looks so good on you, and you're worth it, aren't you? B) It does look really nice on you and it is very well made. If you would like to think about it, I can hold it for your for 24 hours while you decide. C) You're right. It really is awfully expensive.

B) It does look really nice on you and it is very well made. If you would like to think about it, i can hold it for your for 24 hours while you decide.

What is the most effective way to determine a customers price range for an item? A) Ask how much of weekly income the customer can spend on the product B) Listen closely to the customers responses to questions regarding price C) Watch the customers body language when showing the customer a price tag D) expect that if the customer like the quality; price will not be an issue.

B) Listen closely to the customers responses to questions regarding price

When the sale associate is stocking the shelves, he should first make sure he/she A) Reads the instructions on the manual to know how to use B) Make sure the product is working C) Practices saying the features and/or benefits to a co-worker

B) Make sure the product is working

A customer is looking for an item that is out of stock. How can the sales associate BEST assist that customer? A) Personally deliver when in stock B) Offer alternative that meets the customer's needs

B) Offer alternative that meets the customer's needs

Extended warranties are service contracts that are not actually warranties b/c it is sold separately at an extra cost. The warranty is provided by the manufacturer. The extended warranty is provided by the: A) Manufacturer B) Retailer C) Customer

B) Retailer

Which is the NEST BEST way to exhibit features & benefits of an items? A) Ask the customer to read the product labels & tags. B) Share personal experiences about using the product & say it works well. C) Communicate the technical specification about the product such as weight & materials. D) Relate product features to the customer's needs in a "so that you can" statement.

B) Share personal experiences about using the product & say it works well.

The sales associate was with a customer when another customer walked in so he communicated with him non-verbally A) Saying welcome to the store, how may I help you? B) Smiling at the Customer & giving eye contact C) Smiling & saying I'll be right with you

B) Smiling at the customer & giving eye contact

If the store does not offer the particular product the customer is looking for to use this weekend for a party they are hosting, you FIRST option should always be to A) Convince the customer he doesn't need it anyway B) Suggest alternatives that your store does carry C) Immediately refer him to a competitor D) Inform him of the drawbacks of the product he is seeking E) Offer to special order the item.

B) Suggest alternatives that your store does carry

Which of the following is a benefit? A) The comforter is white. B) The comforter is versatile. C) The comforter is queen size D) The comforter has a high thread count.

B) The comforter is versatile.

The customer returns to the store for the second time today to take another look at a bicycle for her child. She says she has decided on the one buy and asks whether someone can help her get it into her car. The Associate should respond with: A) Yes, I'd be happy to carry it out for you. I also noticed another bike you might be interested in. Do you want to see it first? B) Yes, I will carry it out for you. You made a great choice. Your daughter will really enjoy this bike. C) Yes, I can do that. I'm glad you came back. I had another customer come in who was also quite interested in this one. D) Sure, I can find someone to carry it out for you. Will that be cash or credit?

B) Yes, I will carry it out for you. You made a great choice. Your daughter will really enjoy this bike.

Which of the following statements BEST describes why a client record system is called a "living" record? A) It should be accessible to anyone who wants to read it B) You should constantly refer to it and update it with new information C) You will spend more time maintaining your records than you do actually serving customers D) You keep it as long as the customer remains a customer of the store

B) You should constantly refer to it and update it with new information

If the store does not offer the specific one of a kind particular product the customer is looking for your FIRST option should always be to A) convince the customer he doesn't need it anyway B) Suggest alternatives that your store does carry C) Immediately refer him to a competitor D) Inform him of the drawbacks of the product he is seeking E) Offer to special order the item.

E) Offer to special order the item.

Customer: "I think I might be making a mistake here. Just because I like these pans doesn't mean my friend will. She doesn't cook as much as I do." The associate should respond with: A) She could always return them. If you're unsure about the pans, maybe I could help you find something more appropriate. What are some of her hobbies? B) She'll probably wants to cook when she sees these pans! C) I think it's nice to give something you like. If she doesn't like them, she can exchange them.

A) She could always return them. If you're unsure about the pans, maybe I could help you find something more appropriate. What are some of her hobbies?

A sales associate hears another associate struggling to answer questions from customer. A) Stop and introduce self and help associate B) Stop & switch the sales associate so you are both working

A) Stop and introduce self and help associate

The BEST way sell a new pizza at a bulk discount store (like SAM's) is A) Taste test B) End of aisle display C) Product comparison

A) Taste test

What is the BEST way for a sales associate to inform customers of the stores frequent shopper program? A) Tell customers about it during the sales transaction. B) Explain the program upon customer inquiry C) Call potential customers to inform them of the program D) Call potential customers to inform them the program and to offer to get then starting earning awards

A) Tell customers about it during the sales transaction.

The customer has asked a lot of questions about Blu-ray disc players and has told you that he understands the benefits of Blu-ray disc versus standard DVDs. You excuse yourself for needs. When you come back, he still seems a bit unsure. The Association should respond with: A) Thanks for being patient while I helped her. As you can see, the extended service covers any defects or repairs needed in the first two years. It also covers the universal remote that comes with it. Won't it be nice to have only one remote for all of your audio/video devices? Your friends are going to love watching movies at you house! B) Thanks for waiting while I helped that other customer. You seem to need more time to think. I'll let you look around. Just flag me when you're ready. C) Thank you for waiting while I helped that other customer. Did I mention that this is the last one we have in stock? The next shipment won't come in for at least another few weeks. I'd hate for you to have to wait that long.

A) Thanks for being patient while I helped her. As you can see, the extended service covers any defects or repairs needed in the first two years. It also covers the universal remote that comes with it. Won't it be nice to have only one remote for all of your audio/video devices? your friends are going to love watching movies at you house!

There are 2 camera options. What should the sale associate ask the customer to figure out which one is the best for them. A) What type of pictures do you plan to take with this camera? B) Do you prefer this or that camera? C) Do you like this brand?

A) What type of pictures do you plan to take with this camera?

Federal law requires that warranties be available for you to read before you buy even when you're shopping by catalog or on the internet. A) true B) false

A) true

The sales associate's communication with a phone customer is best projected through his/her A) patience B) Listening skills C) Problem solving D) Tone of voice

D) tone of voice

You can BEST determine the customer's needs by gathering information through careful observation and by: A) Deciding the type of product you think the customer should buy B) Telling the customer everything you know about your products C) Asking the customer thoughtful questions D) Studying all literature on the products you sell so you can answer questions.

C) Asking the customer thoughtful questions

A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what she is looking for? A) Do you like a certain brand? B) Is there a price you are staying within? C) How will you be using your phone, for example business or personal use?

C) How will you be using your phone, for example business or personal use?

A customer comes in to return an item without a price tag attached 1 month from the date on the receipt The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item. A) Accept the return regardless of what the return policy states. B) Tell the customer they should have returned in 3 weeks ago. C) Let them know you can't accept the return but you can make an exchange. D) Don't give them their cash but give them a store credit.

C) Let them know you can't accept the return but you can make an exchange.

A customer is ready trying dresses on. A sales associate may assist by A) Asking what size the customer wants in the locker room B) Asking how much the customer plans on spending C) Offering 2 sizes stating each brand varies

C) Offering 2 sizes stating each brand varies

What is the term for when a store meets a competitor's advertisement price? A) Advertisement B) Product guarantee C) Price matching D) Discounting

C) Price matching

The warranty is an excellent tool for you to use to: A) Prove that you company has the BEST price B) Explain your company's return policy C) Reassure the customer about a product's quality

C) Reassure the customer about a product's quality

The customer has looked at several watches and seems to like one best. She tried it on, sets it to the correct time and asks whether the bad can be changed to another style. The associate shows her the options, and she likes one in particular. The Associate should respond with: A) Do you wants to look at a few more styles? B) Will that be cash or credit? C) Shall I go ahead and replace the band for you? D We'll be having a sale on watches sometime next month.

C) Shall I go ahead replace the band for you?

customer: "I think this rug would be perfect for my daughter's room, but I'm afraid that the color might be too dark." A) The Associate should respond with: That is the only color it comes in. Do you want to look at some other styles? B) Okay, I understand C) Why don't you take it home and try it in the room? You can return it for a full refund

C) Why don't you take it home try it in room? You can return it for a full refund as long as you save your sales receipt.

Which of the following BEST defines a guarantee? A) Coverage of the defects described in the information provided by the manufacturer B) Certificate insuring 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 defect in a product & will replace or repair a product that is defective.

D) Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.

An advertisement for the AC unit states "you buy it and we install it" but then the sales associate gives the customer a list of items that the store doesn't do installments for and the AC unit is on the list. How will you handle this situation? A) Apologize for the inaccurate ad and pay for a professional to install. B) Honor what the advertisement says and complete the installment yourself. C) Give the customer money to get the AC installed by a professional D) Apologize for the inaccurate ad, pay for the professional to install, and take down the inaccurate ad.

D) Apologize for the inaccurate and, pay for the professional to install, and take down the inaccurate ad.

A sales associate can limit objectives in sales presentations by A) Allowing an amount of time for feedback B) Not going over their price limit C) Telling all features D) Build rapport and trust and focus on needs

D) Build rapport and trust and focus on needs

What question do you ask to get feedback to see if the computer software met expectations of the customer? A) Did they deliver on time? B) Did you have installation problem? C) What new features have you used? D) How has the software worked for what you were using it for?

D) How has the software worked for what you were using it for?

Which is the BEST way to exhibit the features & benefits of an item? A) ask the customer to read the product labels & tags. B) Share personal experiences about using the product & say it works well. C) Communicate the technical specification about the product such as weight & materials. D) Relate product features to the customer's needs in a "so that you can" statement.

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

Which of the following examples BEST represents cross-selling? A) Mentoring 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 a few out of season pajamas on the clearance rack when the customer asks about pajamas. D) Showing the customer a matching scarf and gloves when the customer purchases a winter coat.

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

Which store offers the best price?

Store 1 $27 5 year yes