Customer Service Test 100 Questions
Which of the following is not a component of good customer service? A. Attendance at store trainings B. A positive attitude C. Asking closed-ended questions to get a definitive yes or no answer D. Acknowledge the customer quickly
C
Which question would be BEST for gaining customer feedback that could be used to improve future shopping experiences? A. "Where else have you shopped for this item?" B. "How do you prefer to be notified about our promotions?" C. "What did you like best and least about this store?" D. "Do you follow us on any social media websites?"
C
Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy? A. Selling Process B. Pricing Strategy C. Return Policy D. Deliver Policy
A
Small kindnesses to your customers may include: A. Letting the customer make a local call to verify appropriateness or preference B. Consolidating many small packages into one large shopping bag C. Bringing merchandise to an older or disabled customer while he sits down D. Telling a customer about a lounge where she may tend to her baby's needs E. All of the above
E
What does shortage refer to? A. Pricing of products that are lowered to get rid of overstock. B. Shoplifting, employee theft and inventory errors C. Delivery of merchandise that is lower than what is on packing slip D. Putting a smaller amount of inventory on shelves
B
Finding the cost of an item when there is sales tax rate. For example. lets say the sales tax rate is 9.5% and the go price is $9.78
1st Step: 9.5 / 100 = 0.095 2nd Step: 0.095 x (og price) 9.78 3rd Step: You know have 0.9291 (amount of sales taxes) 4th Step: (og price) 9.78 + 0.9291 = $10.091 = $10.71 That is what the total would be including the sales tax from an item.
A customer calls and has some technical questions about a product with which you are not completely familiar. You should: A. Transfer his call to someone who is knowledgeable in that area. B. Pretend that you know what you're talking about and give your own answers. C. Tell him to call back another time. D. Ask him why he is being so inquisitive.
A
A customer is checking the price tags of a variety of black sweaters. Some are on sale, while others are new in stock and sold at full price. A few of the sweaters are very expensive. What is the BEST way for the sales associate to engage the customer and determine how much the customer might be willing to spend? A. There sure are a lot of black sweaters to choose from, aren't there? The cotton sweaters are the least expensive, and the cashmere sweaters are the most expensive, with the wool sweaters falling somewhere in the middle. Which fabric do you prefer?" B. We have some really beautiful black sweaters in stock. The most luxurious styles we have are over there. They are a little more expensive, but I'm sure you'll agree it's worth it. Come with me and I will show you what we have." C. "How much did you want to spend on a sweater? If I know what your budget is, I can help you save time looking through all these
A
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 will double check the stock room, but I am pretty sure we are sold out. I'd be happy to call our other store to see if they have it." B. "I just put out the entire stock of that item yesterday. I'm pretty sure we don't have it anymore. Sorry." C. "I think we sold the last size yesterday. That is a really popular item. You have great taste." 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."
A
A customer says, "I think I may be making a mistake here. I do like these pans but they're a gift for my friend, and she doesn't cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase? A. Your friend could always return them. If you're unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies? B. She'll probably want to do more cooking 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. D. I'm sure she'll like them just like you do
A
A retail associate is ringing up customers at the computer register for the first time. The associate is struggling with the procedures, and customers are getting impatient. Which step should the associate take to improve the situation? A. Apologize to the customers and ask an experienced coworker for help. B. Ask the supervisor for permission not to work at the computer register. C. Ask the customers to wait because the associate does not know what to do. D. Ring up the merchandise without worrying about whether it was done correctly.
A
A retail associate sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must A. Secure the area and report the situation to management B. Call the custodian for assistance C. Do a temporary cleanup as best he/she can D. Nothing; maintenance will clean it up
A
At a large dry cleaning business, associates handle credit card payments by swiping cards through a card reader. A shift supervisor asks an associate to make imprints of cards also, so that the supervisor can collect marketing information. No other supervisor requests this, and the associate begins to wonder if this could be part of a dishonest scheme. Which of these is the associate's best response? A. Discuss the suspicions with that supervisor. B. Ignore the suspicions and follow the instructions. C. Check with the store manager about the practice. D. Follow the instructions only when that supervisor is on duty.
A
What is one of the BEST ways to prevent shoplifting? A. Lock up expensive merchandise. B. Acknowledge and greet all customers in a friendly manner as they enter the store. C. Put security cameras in plain view of the customer. D. Use mirrors that make aisles visible to the cashier.
B
Even if your company's return policy restricts what you can do for the customer, you should: A. Consider alternatives, such as offering a discount coupon or a free sample B. Agree with him that the product is defective & should be replaced, but tell him that the store won't let you do anything about it C. Do what the customer asks; management will have to support your decision D. Apologize for your store's policy
A
If a customer walks directly to an item, this may indicate that he: A. Knows what he wants and would probably appreciate quick, efficient service B. Just wants to look at the item and has no interest in buying C. Is in a hurry and doesn't want any attention from you D. Is looking for the least expensive brand
A
Pauline has reserved a non-smoking room, and she is upset because her room has a strong tobacco order. She tells the front desk clerk that she wants another room. It is 11:00 p.m. and the only room available are other smoking rooms and an expensive non-smoking suite. What should the clerk offer Pauline? A. The expensive suite at the regular room price. B. A spray that will eliminate the odor in the room. C. Another smoking room where the odor is not so strong. D. A discount on the guest's next stay at the hotel.
A
Sally works for a sporting goods store and is assigned to treadmills for the time. She completed the product training two weeks prior. What should Sally do to prepare? A. Demonstrate the treadmill in the store to become familiar with the features. B. Ask her boss to assign her to another department she is more familiar with. C. Find the treadmill box and read the information. D. Switch departments with another sales associate.
A
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's 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
There are two basics needed to ensure that a customer has a pleasant experience when he comes to your store. Those basics are: A. An enjoyable atmosphere and quality customer service B. Free coffee and doughnuts and a clean restroom C. Sales associates who look snazzy and take turns helping customers D. Good inventory and easy checkout
A
Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is 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
What is a planogram? A. A visual map that shows shelf height and merchandise and signage placement. B. A store's floorplan that shows the different departments in that store. C. A store's floorplan that shows where ads and displays go. D. A notice that tells employees the advertised specials of the week.
A
Which is the BEST method for a sales associate to use in determining which features and benefits of a product are important to individual customers? A. Ask appropriate questions and listen to each customer B. Distribute surveys to past buyers and evaluate their responses. C. Provide brochures and feature-benefit literature to prospects. D. Explain the product's hidden benefits and evaluate customer responses.
A
Which of the following statements about warranties and customer service is TRUE? A. The associate is usually the first point of contact when a customer is not satisfied with a purchase. B. Product warranties need not be made available until after a purchase has been finalized. C. Warranties have no place in a sale when commissions are part of the associate's pay structure. D. Associates are not responsible for understanding warranties and how to process claims.
A
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? A. Inform customers of the store's refund policy as part of the checkout process. B. Carry out the policy as needed and depend on customers to spread the word. C. Post the store's refund policy on the store's website. D. Put up signs in the store stating the policy on returns.
A
A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago and that the lights on the truck do not work. Which of these should the associate say FIRST? A. "Are you sure that you bought the truck at this store? Do you have your receipt, please?" B. "With this kind of toy, it's always best to check the batteries first. Let me check them for you." C. "We've never had any complaints about this truck before. What do you think your son did to it?" D. "We've had a lot of complaints about that truck. You might want to contact the manufacturer."
B
A customer comes into your store and you greet them. Now that you've make a connection, what is your next challenge? A. Ask how much money he/she plans to spend. B. Determine exactly what the customer needs. C. Ask if he/she has shopped in the store before. D. Find out how much time he/she has to shop.
B
What is the BEST way for a sales associate to become familiar with a store's products and services? A. Attend all company and vendor-provided trainings. B. Spend time on the sales floor with associates and ask questions. C. Study advertising flyers to acquire product information. D. Partner with another sales associate and ask questions.
B
A customer has decided to use a popular software program to do his own taxes. He comes to a retail store on Saturday morning to buy the program so that he can complete his taxes over the weekend. Taxes are due my midnight on Monday. The sales associate discovers that the store does not have the program in stock but sees that a new supply is expected soon. What should the associate do to help the customer now? A. Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for him. B. Ask the customer what features he likes about the software, and see if the store has another program in stock that would fit his needs. C. Call a competitor and see if the program is in stock to meet the customers immediate needs. D. Check for another software program within the same price range.
B
A customer is shopping for a pink mixer she saw on the set of a popular celebrity TV chef show. You store carries the item, and it is the most expensive item in your store. Which of the following should you do FIRST? A. Determine what features are most attractive to the customer, and point out other mixers with those features. B. Ask the customer how she is planning to use the mixer. C. Show the customer other new appliances and cookware from that celebrity chef's line. D. Show the customer the item, point out the features, and state the price.
B
A hardware store has the sign below displayed at its entrance. "YOU BREAK IT, YOU BOUGHT IT!!!" One day, an associate sees a child bump into a shelf of industrial strength cleaners. A bottle falls off the shelf and breaks. Its contents spill on the floor. The child runs to a parent in the next aisle, who doesn't seem to notice what happened. Which of these should be the associate's FIRST response? A. Approach the child and ask open-ended questions. B. Direct customers and employees away from the area. C. Calmly clean the spill according to the directions on one of the bottles still on the shelf. D. Let the parent know about the damage and tactfully ask for payment according to the policy.
B
A landscaper is at a home improvement store to purchase a riding lawnmower. He mentions to the sales associate that he has several acres of grass. What is the BEST way to proceed? A. Offer a grass catcher as an accessory. B. Ask how the customer plans to use the mower and then offer an appropriate service or accessory. C. Tell the customer he made a great choice and ring up the sale. D. Explain your store's extended warranty program and offer to sign up the customer for a free trial.
B
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. "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?" C. "Can you name a few things that you dislike about the computer you have now?" D. "Are you knowledgeable about computers and the latest updates?"
B
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. Provide the customer a list of competitors that sell the camera and encourage the customer to shop for the best price. B. Inform the customer that the item will be going on sale and ask if you can hold one for her to pick up during the sale. C. Inform your manager that customers are not buying cameras from you because they are shopping around for a better price. D. Reinforce the features and benefits that matter most to the customer and try to sell the camera at full price.
B
An associate has just spent 30 minutes showing a customer the features of a handheld computer. The customer says, "I can get this for a lot less over the Internet. Your prices are outrageous!" Which of these is the associate's most professional response to the customer's remark? A. Return the computer to the case and begin to help another customer. B. Explain the benefits of buying from the store rather than the Internet C. Ask the manager to try to convince the customer to buy in the store. D. Thank the customer politely for coming into the store.
B
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? A. Tell the shampoo person not to use the conditioner on the customer's hair again. B. Speak to the shampoo person before he uses the conditioner on the customer. C. Ask the customer if the shampoo person was told about the allergy. D. Move quickly to the shampoo area and offer to finish with the customer
B
An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should: A. Completely avoid talking about the specific product and change the topic. B. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues. C. Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken. D. Tell the caller that the company is aware of the problem and is taking steps to fix it. E. Just listen - you can't please everyone.
B
How would you handle a situation where a customer wants a brand that you don't carry? A. Convince him that your brands are better B. Get permission from him to show the items you do have that meet his needs C. Tell him that he won't find anything better than what you have D. Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway D. Tell him you don't carry that brand then excuse yourself to serve someone else
B
Managers who hire sales associates say that they value retail workers for their: A. Willingness to "step back" B. Capacity to work alone C. Ability to focus on a single task D. Composure under pressure
B
Mangers who hit sales associates say that they value trail workers for their: A. willingness to "step back" B. Capacity to work alone C. Ability to focus on a single task D. Composure under pressure
B
Susan is working with a customer named Cassandra in the perfume department. Which is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled? A. Susan looks at Cassandra and says, "You have great tastes as that is our number 1 seller!" B. Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit your personality." C. After Cassandra smells the perfume, Sally says, "I can see you like a fragrance with notes of gardenia in it." D. Susan says, "That fragrance smells very nice on you."
B
When customers return merchandise, you should: A. Make sure they have a good reason for doing so B. Treat them with the same respect you would if they were making a purchase C. Not worry about how you treat them, because you don't want them to come back again D. Send them to the service counter to wait for a customer service rep
B
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: A. A cup of coffee B. Service with a smile C. An excuse for the product's failure D. Give them a new one of the same product
B
Which of the following is an example of an open-ended question? A. Have you been in our store before? B. What do you typically wear to work? C. Are you looking for something in particular? D. Are you shopping for yourself today?
B
Which of the following methods BEST describes how sales associates can reduce the number of price objections they receive? A. Describe the store's price matching policy in case the item goes on sale in the near future. B. Build rapport, establish trust, and focus product presentation on the customer's needs. C. Share a personal testimonial, or describe ways another customer enjoyed that same product. D. Explain that the product recommended is the latest model and is therefore the best value.
B
Which of the following phrases might be appropriate when discussing clothing size with your customer? A. You look to be about a size XX. B. Have you worn this brand before? What size was most comfortable for you? C. How big are you? D. You wear a bigger size on the bottom than on the top.
B
Your company just received dresses from a new dress designer from China to be sold at your business. These simple dresses can be wrapped on an individual in many ways to create a simple dress, as a top blouse only, or as an "After 5" dressier piece. What should you do as the sales associate before displaying this item for customers to examine? A. Photocopy an illustration to show the different ways it can be worn B. Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it C. Check for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets U.S. guidelines D. Safely unpack the merchandise to minimize damage from handling before displaying it.
B
A clothing shop has the sign below clearly posted on the door. "PLEASE No food or drink to be brought into the store THANK YOU VERY MUCH" An associate is ringing up a customer and sees that another customer has a small child who is eating a dripping ice cream cone. The child is standing near a display of silk shirts. Which of these is the associate's best response? A. Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream, and offer to hold his selections. B. Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store. C. Excuse herself from the first customer briefly and let the second customer know that he will have to pay for anything his child might damage. D. Call security or the store manager to deal with the situation, but warn the customer and give him some time to
C
A customer brings a competitor's ad into your store and asks that you meet the advertised price. As a sales associate, what should you do FIRST? A. Tell the customer that he or she should go to the store that placed the ad. B. Immediately change the price in your store to meet the competitor's. C. Refer to your store's policy on meeting competitor's ads. D. Ask your store manager how to respond to the customer.
C
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 associate's BEST response? A. "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." B. "I know you like this blender, but I don't think it's as easy to clean as this other model over here. We are out of the model you want anyway, so maybe you want to try this one? It's on sale today too." C. "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 ot use the blender?" D. "We are unfortunately out of stock on th
C
A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale? A. Do you want to look at a few more styles? B. Will that be cash or credit card? C. Shall I go ahead and replace the band for you or do you want to keep both styles for different looks? D. We'll be having a sale on watches sometime next month.
C
A customer is gathering information before making the final selection on a new car. you have suggested the car that seems to be the best choice. After taking a test drive, the customer decides to continue to look at other options. What is the BEST response to your customer? A. "Well, if you want to come back and look some more, here is my card. Feel free to give me a call." B. "I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me." C. "I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions." D. "I'm sorry, I don't have a business card, but if you will give me yours, I'll be glad to call you to see if you have other questions."
C
A customer tries two popular fragrances, which both have similar scents and price points, but is unsure which fragrance to purchase. What should the sales associate do to help the customer decide? A. Ask closed-ended questions to control the conversation and close the sale. B. Ask closed-ended questions to encourage the customer to talk. C. Ask open-ended questions to acquire additional information. D. Ask open-ended questions to obtain yes or no responses that help narrow down the selection.
C
A sales associate observes a customer browsing a rack of men's suits. How should the associate approach the customer? A. "I see you are interested in your suits." B. "The blue suits are very popular. You take a size 40 regular, right?" C. "We have some great fabric and pattern choices. What colors do you prefer?" D. "I have some great suits on sale. May I show you a few?"
C
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: A. Assure the second customer that he will help her as soon as possible and proceed to help the other customer. B. Allow the two customers to determine who should be helped first. C. Try to find another sales associate to help one of the customers. D. Direct the second customer to an associate in another department.
C
An associate has just begun a job at an office supply store. The associate has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven't been explained yet. The associate decides to bring in tax returns to photocopy. Which of these is the associate's best course of action? A. Wait until no one is around and copy the returns quickly. B. Ask a coworker what everyone else does, and then do the same. C. Consult store policy or the manager about using the copier. D. Copy the returns any time during the shift when there are no customers.
C
An error message appears when the cashier rings up a sale. Information on operating the register is available at each register. The manager is nearby helping another customer. What should the cashier do FIRST? A. Try pushing different buttons until the message goes away. B. Politely interrupt the manager and ask what to do. C. Look for the error message in the register manual. D. Call the register's technical support number.
C
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 store's 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 associate's answer. After apologizing for the inconvenience, what else should the associate do to help satisfy the customer's request? A. Inform the customer of dates when the item may be on sale again. B. Explain how the customer and store benefit from the store's policy. C. Offer the customer the option of an in-store return or the opportunity to speak with a supervisor. D. Clearly repeat the policy so the customer understands there is no other option.
C
Customer complaints should be welcomed because they provide an opportunity to: A. Do something different for a change B. Get customers back to the store so they'll buy more C. Learn about problems so improvements can be made D. Learn who the potential "problem customers" are
C
If a company's policy restricts refunds on on-sale merchandise, what is the BEST alternative a sales associate can offer a customer? A. The sales associate should treat the customer with respect and offer something else, like a coupon or free sample. B. The sales associate should inform the customer that he or she will make an exception this time, but that there will be no future exceptions. 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. No alternative. The sales associate should inform the customer of the store's policy and refuse to refund.
C
Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty's best response be? A. We do not offer installation services, but I will give you the number of a company that will come install the set for you. B. We offer installation on some items, but washers and dryers are not included. C. Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours. D. I am sorry for the misunderstanding, but we do not install these items.
C
Once you have established a connection with a customer, what is your NEXT challenge? A. Ask how much money he or she plans to spend. B. Ask if he or she has shopped in the store before. C. Determine exactly what the customer needs. D. Find out how much time he or she has to shop.
C
Product features are described as all of the following except: A. Being physical (color, size, etc.) B. Appealing to the sense C. Relating to the quality of the merchandise and how the customer will enjoy it D. Answering the question, "Why?"
C
Samples of a new line of baked goods are arranged for sampling. Customers are complaining to an associate at the register that a child is touching all of the samples. The associate does not see the parents anywhere. Which of the following should the associate do? A. Leave, locate the parents, and then ask them to control the child. B. Continue ringing sales and wait for the parents and child to leave. C. Ask another associate for help in moving the sample tray out of the child's reach. D. Tell the complaining customers that no one can control another person's child.
C
The best way to talk to a new customer is to: A. Flatter her—tell her she has taste and looks great B. Interact as if you are old friends C. Match what you say and your tone of voice to her personality D. Convince her that you know what is best for her to buy
C
Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and: A. Suggesting that he buy "top of the line" products B. Stating that the products in your store are far better than those in other stores C. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile D. Asking the customer, "Can I help you?"
C
What are the BEST kinds of questions to ask a customer to encourage conversation? A. Direct and to-the-point. B. None. Let the customer ask you questions. C. Open-ended. D. Yes/no.
C
Which example shows the retail industry's move to personalize customers shopping experience through the use of mobile devices? A. Distribution of personalized in-store coupons through a customer email list to a device. B. Creation of store websites that allow customers to buy online and in store. C. Use of digital touch points on shelves and signs customers can interact with using Bluetooth technology D. Advertisement of a mobile app that allows customers to research products, compare prices, and download coupons.
C
Which of the following approaches would be the MOST effective greeting for a sales associate to use when greeting a family entering a department store? A. Acknowledge the main customer but wave and smile to all family members. B. Ask the customers, "How may I help you?" C. Ensure the entire shopping party is included in the greeting. D. Comment on a likeable aspect of one of the customer's clothing.
C
Why should a sales associate offer additional services to customers? A. Services have much higher profit margins than products. B. Services guarantee repeat business with the customer. C. Services can improve the customer's experience with products. D. Services are designed to improve the quality of products.
C
Your ultimate goal as a sales associate is to: A. Meet your quota each month B. Provide service to as many customers as you can C. Satisfy the custom D. Be the top sales associate in your department
C
A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST? A. Are you sure that you bought this doll at this store? Do you have your receipt? B. We've had a lot of complaints about this doll. You might want to contact the manufacturer. C. We've never had any complaints about this doll before. What do you think your niece did to it? D. With this kind of toy, it's always best to check the batteries first. Let me check them for you.
D
A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer's questions. Another associate overhears the customer and offers to help. Which of these should the first associate do? A. Politely refuse the help and try to answer the customer's questions anyway. B. Ignore the other associate, who probably only wants the commission on the sale. C. Let the other associate help the customer and look for another customer to help. D. Accept the offer of help and listen to the answers to the customer's questions.
D
A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should: A. Return it to the customer telling him why B. Ask the customer to leave the store immediately C. Tear the counterfeit bill up and ask politely for another twenty D. Note the customer's description and any other identifying information
D
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 to BEST remedy the situation? A. Ask the customer what caused the wheels to stop working properly, and determine if the malfunction was the customer's fault or a product defect. Then follow company policy. B. Let the customer know that the malfunction appears to be a defect which the store is unequipped to fix. Provide the customer with the manufacturer's contact information. C. Ask the customer if the suitcase was overstuffed because extreme pressure on the wheels may have caused the problem. Offer to show the customer a more durable line of suitcases. D. 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.
D
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following? A. Tell the person what you think the answer might be. B. Refer the person to your supervisor. C. Say that you are not allowed to give out that information to the public. D. Inform the person that you don't know but will find out.
D
A sales associate at a nursery is working with a couple to choose plants for their home. The couple wants to pay by check. It is store policy to verify ID when accepting a check. The couple asks the associate to accept the check without the ID. What should be associate say? A. "I'll make an exception this time, but next time bring some ID." B. "I'm sorry, but I can't process your purchase without the ID" C. "I could get fired for taking a check without ID. Do you have another form of payment?" D. "We can hold your items while you get your ID, or you may pay by credit card."
D
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? A. Placed security locks on the cameras to discourage customers from trying them. B. Read the camera manuals to figure out how to solve potential problems. C. Reviewed methods of demonstrating the features with other sales associates. D. Ensured all of the cameras had charged batteries and were in working order.
D
A store manager asks a new associate to straighten stock on the display shelves. During a lunch hour rush, only one register is open, and the line of customers is growing. Some customers put down their selections and leave the store without buying. The associate has been trained on the register, but hasn't handled it alone. The manager is at lunch and cannot be consulted. Which of these is the associate's best course of action? A. Continue straightening the stock because that is the assignment the manager gave before leaving for lunch. B. Apologize to customers in line and tell them that the wait is unusual and the manager will be back soon. C. Open another register, since the associate knows how to operate it even without having done it alone. D. Stop straightening stock and help the cashier by bagging, finding items, and getting the selections ready to be rung up.
D
To help build customer loyalty, you should: A. Say what you'll do and be very clear on what you are promising; make notes so you will remember B. Not risk disappointing a customer by telling him when you cannot make an exception C. Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices D. Both the 1st and 3rd options (A & C)
D
Turn your phone interaction into a loyal customer by: A. Letting the customer know about sales events B. Mentioning services he may not be aware of C. Offering to ship items directly to the customer D. All of the above
D
Which form of nonverbal communication is appropriate to use when greeting a customer? A. Sighing B. Staring C. Pointing D. Smiling
D
Which is the BEST method for a sales associate to use in determining which features and benefits of a product are important to individual customers? A. Distribute surveys to past buyers and evaluate their responses. B. Explain the product's hidden benefits and evaluate customer responses. C. Provide brochure and feature-benefit literature to prospects. D. Ask appropriate questions and listen to each customer.
D
Which of the following might be acceptable techniques for directing a customer to the Customer Service department? A. "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you, but I can't leave this area unattended at the moment." B. "You'll have to take this to Customer Service; I can't help you here." C. "Someone in Customer Service can help you with that; I'll show you the way." D. Both the 1st & 3rd choices.
D
Which of the following steps will help you keep commitments to customers? A. Promising customers you will find the items they request B. Calling customers back only when you can find the requested item or information C. Immediately stopping whatever you're doing to take care of phone customer requests D. Calling customers back in a timely manner
D
You are with a customer and completing a sale. The phone rings and you're supposed to answer phone calls within 3 rings. What do you do? A. Excuse yourself, answer the phone, and ask the caller if you can call him/her back B. Answer the phone and continue to help the customer at the store at the same time C. Put the caller on hold, excuse yourself, and go find another sales associate to handle the call D. Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and
D
You are with a customer and completing a sale. The phone rings and you're supposed to answer phone calls within 3 rings. What do you do? A. Excuse yourself, answer the phone, and ask the caller if you can call him/her back. B. Answer the phone and continue to help the customer at the store at the same time. C. Put the caller on hold, excuse yourself, and go find another sales associate to handle the call. D. Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.
D
