Intense Customer Service Exam Review Pt. 1

A wedding coordinator unable to meet tight deadlines has lost several potential clients. Which of the following can the coordinator do to prevent the loss of business in the future?

Advertise in more local publications to attract more clients OR Gather information about competitors to identify ways to increase efficiency

A customer complains that you are out of stock on the 100-count aspirin that is on sale and that this seems to be a problem every time she comes into the store. How do you best satisfy, the customer when the item is out of stock?

Apologize to the customer and offer to make a substitution with two 50 count bottles

A new cashier is working the register alone for the first time when a customer asks to write a check for $20over the purchase total. The cashier is not familiar with the policy. What should she do?

Ask a fellow associate to confirm the policy

Shawn and Tom are furniture delivery men. A checker at the store's warehouse attaches the following tag to every piece of furniture they deliver. After a long day of deliveries, Shawn mentioned to Tom that he thought the last armoire they delivered had a small scratch on it but he wasn't sure. The customer never mentioned it. Which of the following is the FIRST thing Shawn and Tom should do?

Ask customer service to call the customer to ensure that everything was okay with the furniture and the delivery

XYZ Hardware Rakes , shovels, hoes $8.99 (your choice) 555-8674 A customer shows you this advertisement and you suspect that the items advertised are not the same as the goods your store carries. What should you do FIRST?

Ask fellow associates for opinions on how to handle the situation

How can hands on demonstration help customer select between two different products with the same brand name?

By explaining the features that differentiate the two products

A sales associate sold a customer and expensive winter fur coat two seasons ago. The sales included free cleaning, alterations, and repairs. IN checking the customer records, the sales associate discovers that the customer has not brought her coat in for cleaning since she purchased it. What should the sales associate do?

Call the customer to remind her that she is entitled to free cleaning and other services

Two food processors are in the same price range and have similar features. What should a sales associate do to help a customer make a decision between the two products?

Compares the instruction manuals for each processor in order to clearly explain how it operates

The store just introduced a new line of home theater speakers and the sales associates have no experience with that brand. What is the BEST way for the associates 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.

You are a customer service associate at a health insurance company. A customer calls and is angry because your company will not cover the cost of a medical test her doctor requires. She insists on speaking with the president of your company. What should you do to assist the customer?

Empathize with customer, offer her choices and close the conversation positively

As a sales associate what is the BEST course of action to take when a customer asks a question you cannot answer?

Explain that you do not know the answer but that you will find out the answer from a supervisor or co-worker

A customer is returning an electric screwdriver, stating that it failed to work properly when used during a project that sales associate knows the item was not designed for. After apologizing to the customer what is the BEST way for the sales associate to resolve the issue and save the sale?

Explain the features and benefits of an upgraded, more appropriate model and offer to make and exchange.

A customer asks an associate to help him find curtains for his apartment. They find the perfect color and fabric, but his windows are not standard size. There is a custom drapery department in the store. What are the sales associate's BEST response?

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

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 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 customer approaches a sales associate at an electronics store with a receipt to return a laptop that was purchased last week. Given the return policy described below, which of the following is the best response? -returns will be issued on all electronic merchandise within 10 days with receipt -store credit will be issued if the items are returned after 10 days with receipt

I'm angry that the laptop did not meet your needs. I can help you find an alternative or issue a refund.

Which of the following is a common response to the question, "May I help you" or "Can I help you find something"

I'm just looking

A health insurance call center associates receives a call from a customer who seems upset. The customer reports having called many times about a claim, and it is still not settled. The customer speaks loudly and becomes more upset by the minute. Which of the following should the representative say first?

I'm sorry. It must be very frustrating that this isn't resolved yet

Your store policy is _________provide refunds for a sale or personalized items. What is the BEST way to ensure that customers are made aware of this policy?

Inform customers of the store's refund policy as part of the checkout process

What are the BEST steps to take if a customer's expectations are not met?

Listen, acknowledge the problem, ask questions and determine a solution the customer and the store can agree to.

A customer calls the store to check if a particular digital camera is in stock, and the sales confirm that it is. The customer then states that he will arrive to view the camera shortly and mentions that he is in a rush. What would the BEST way for the sales associate to prepare for the arrival of this customer.

Place the camera and memory card at the customer service desk with the customer's name attached, and requests a page when the customer arrives so he can be quickly assisted.

What is the most important information a sales associate should look for when studying the store's competition?

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

What is the BEST way to service a customer who is shopping with a group of friends?

Provide quality service to all in attendance

A customer is interested in purchasing a washer and dryer. The customer requires weekend delivery appointment and also mentions needing the set immediately. What is the BEST way for the sales associate to communicate with the delivery department to determine if the customer's needs can be satisfied?

Provide the model numbers of the items the customer wants and the customer's address and determine if delivery is possible this weekend.

Which type of customer follow-up by a sales associate may cause customer resentment?

Telemarketer

A store is promoting a $50 rebate on the purchase of any DVD player that costs more than $150. A customer says she does not understand rebates. Which of following BEST describes this rebate offer?

The customer will receive a check for $50 after submitting proof of purchase verification

Which of the following situations best describes a circumstance that warrants a follow up phone call from a sales associate?

The sales associated have helped a customer make a major purchase on the home appliance that was delivered to the customer's home.

Which of the following customer comments is most indicative that the customer is ready to make a purchase?

what are my payment options

What is the BEST way for a sales associate to demonstrate products features to customers?

encourage customers to try out the features themselves while reviewing the key benefits of those features

Which is the best strategy for dealing with negative customer feedback posted on customer surveys or social media?

encourage the feedback and think of the comments as free market research

During a sales attempt which of the following best describes how a sales associate can limit the number of objections received from the customers?

explain the return and exchange policy to ease customers concerns should they change their mind after the sale.

A customer you have seen in the store often want to return a digital camera that he says is not working properly. The warranty on the product has expired, so he is not eligible for a refund or exchange. You recall hearing that some expectations have been made as there have been multiple complaints about this product. What should you do?

explain to the customer that the warranty has expired and that he should contact the manufacturer

What type of purchase is best described as a customer's unplanned decision to buy an item just prior to the transaction?

impulse

Why is being a knowledgeable sales associate KEY component of providing exceptional customer experience?

it improves the sales associate's confidence and level of customer service by having increased product knowledge.

A customer purchased a barbecue grill at a store loaded it into his car and took it home. When he opened the box to assemble the grill the instructions were missing. The customer returns to the store very upset. What should the sales associate do to satisfy the customer?

listen to the customer, assure him that you understand his frustration and ask if he would be satisfied with you locating another set of instructions

A customer is looking into purchasing a new sofa and has decided upon a particular style but it is only available in white. The customer hesitantly states "I really like the clean look of a white sofa but I'm afraid it will be quickly soiled by my children and dogs" which of the following are the sales associate's BEST response to help the customer make a good decision?

perhaps you should consider other sofas that won't show soils so easily

A customer who is going on a camping trip the next day would like to see a new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed?

refer the customer to another store

You are ringing up a customer's order when the customer notices that the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check and see if there is a sale sign and see 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 give the sale price to the customer.

A sales associate completes an online training class for a store's now MP3 players, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?

review the online class again

A store is launching new line of cosmetic. The store is planning an in store makeover event to introduce the high ended products. Which of the following is the MOST popular and effective selling technique to promote the products?

samples and sales flyers

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

taste test

The storage Store has begun printing its return policy on the back of customers' receipts and is including....the policy reads as follows:....... QUESTION: A customer comes to the store and wants to return a set of storage shelves she ordered online. She has only a copy of the original packing slip. The shelves are in their original condition. Which of the following is correct?

the customer will receive only store credit

Which of the following situations require a sales associate to seek support from a supervisor?

the sales associate has encountered a difficult customer and cannot satisfy that customer needs

What policies within a company may be given room for interpretation by the employees?

those designed to ensure customer satisfaction

Which of the following is the best reason for a sales associate to test and samples product before it goes on display?

to impress customers by demonstrating knowledge and expertise