Exam Prep - Customer Service & Sales
A sales associate notices a customer that is holding and comparing two similar sweaters and seems to be trying to decide between them. What is the BEST way for the sales associate to approach the customer?
"Hi, it looks like you are in the market for a sweater. These two look similar, but they are made from very different fabrics and the care instructions vary. Which fabric do you prefer?"
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 one of these new laptops?"
What should a sales associate say to a customer who has returned a product that he or she purchased last month?
"I understand why you are still frustrated. I thought the problem was resolved."
A customer has just purchased a box of magic tricks as a birthday gift for a friend's son. While the associate is wrapping the gift, the customer mentions that she is a bit concerned because she thinks the child may have trouble learning how to perform the magic tricks because he is just learning to read and the instruction manual may be difficult. What would be the associate's BEST reply?
"We carry a video available to demonstrate the tricks. I haven't totaled up your receipt yet. May i add that to your purchase?"
A customer calls a drug store to inquire if a prescription is ready. The associate asks the customer to hold while checking on the prescription. After the associate puts the customer on hold and locates the prescription, several customers in the store approach and ask questions. What should the associate do?
Acknowledge the in-store customers, and then get back to the customers on hold.
Which of the following is the BEST way to resolve a customer complaint?
Actively listen to the complaint, ask questions, and let the customer have input into the solution.
A customer is buying a present for her daughter's birthday next week and despite being shown some thing that she likes, she still wants to take time and think it over. As a sales associate, what should be the NEXT thing you do?
Agree with the cus tomer that it is an important decision and then ask further questions to help her decide
A fitness centers drink machine has been empty for two weeks. When the delivery person arrives to fill the machine customers complain that the fitness has lost money. What should the delivery person do?
Apologize and offer to work out a delivery schedule with the manager.
What is the FIRST thing a sales associate should do when asked by a customer to make an exception to store policy?
Ask an immediate supervisor to approve the exception.
Samples of a new line of baked goods are arranged for sampling. Customers are complaining to an as sociate 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?
Ask another associ ate for help in mov ing the sample tray out of the child's reach
A customer enters the electronics department and asks an associate about the features of a television. The associate is new and does not know enough to answer the customer's questions. How can the associate BEST provide assistance to this customer?
Ask another associate for help answering the questions and actively listen to the responses.
A store's telephone service is busy. A customer has been on hold and is impatient when the customer service representative answers. What do you do?
Ask how he or she can help the customer.
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?
Ask how the cus tomer plans to use the mower and then offer an appropriate service or accesso ry
A customer asks an associate for help choosing a scarf. The customer mentions that she is allergic to many natural fabrics. The associate will be on duty for only 15 more minutes and is rushing to finish restocking shelves before leaving. Which of the fol lowing should the associate do NEXT?
Ask the customer questions to learn which fibers she can use, and then help her find scarves in that material.
Julie places her previously purchased coat on the counter with the receipt. She has seen the coat is now 30% off the price she paid three weeks ago. The store has a 14-day sale price adjustment policy. She wants a credit for the price difference. The associate should:
Ask the customer to wait while the sales associate asks the manager for approval.
A customer has decided to use popular software to do his taxes. He comes to a retail store on Saturday morning to buy the program so he can complete his taxes over the weekend. Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the product in stock but sees that a new supply is expected soon. What should the associate do to help the customer now?
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.
The manager tells a new receptionist to come to work tomorrow dressed more appropriately. What is the BEST way for this employee to find out what clothes are appropriate to wear to work?
Ask the manager for clothing guidelines
A customer requests an item that was advertised on the store's website but is not found in the store. After apologizing for the inconvenience, what should the sales associate do?
Ask-open-ended questions to suggest alternatives that match the customer's interest
While helping a customer, a sales associate asks some questions and pulls relevant products off the shelf as the customer is answering the questions. After believing that the right product has been identified, the associate says, "Well, that's everything you need. Let's get you rung up." But the customer declines and expresses a desire to "shop around a little more before buying. What is the MOST im portant thing the associate failed to do during this interaction?
Asking if the cus tomer had other shopping to do and offering to set aside the product until the customer finished
What is the BEST method a sales associate can use in order to learn the product knowledge needed to sell a new line of appliances that the store has just started to stock?
Attend product demonstrations of fered by the manu facturer at the store, and ask questions while taking notes
A pizza shop driver arrives at a customer's home with an order. As the customer is about to pay the driver, the customer notices that the order is wrong. Which of the following is the BEST way to correct the problem?
Charge the cus tomer half price if the order is accept ed as is
Why is it important for sales associates to test or sample the products they will be selling?
Customers are likely to ask questions about the products.
What is the MOST important reason to inform customers about returns, service plans, product warranties, and guarantees?
Customers deserve to have all the information they need in order to make the best decision about their purchase.
Why is it important for sales associates to study the products or services of the store's competitors, including their marketing materials (advertisements, fliers, television commercials, websites, etc.)?
Customers might have shopped else where and will want an explanation of product differences
Which of the following BEST describes the information needed to properly schedule a delivery?
Deliver date/time, delivery fee, and delivery follow-up call.
Which of the following is the BEST way for a sales associate to explain a product's features and benefits to a customer?
Demonstrate how the product works
A couple enters a store and approaches an associate about buying a china cabinet. They have some ideas about what they want, but they don't know how much about china cabinets. They have $1,000 to spend. What should the associate do?
Determine what the couple wants by asking questions.
A customer who is making a return loudly remarks about the poor quality of service received from the store. What is the BEST way for the sales associate helping the customer to respond?
Ensure excellent service by asking what can be done to satisfy the customer
A sales associate was asked to demonstrate several digital cameras to a family interested in purchasing one;however during the time at the store many of the cameras did not work, and the associate lost the potential sale. What should have the associate do FIRST?
Ensured all of the cameras had charged batteries and were in working order.
A customer who has been looking at bracelets in the jewelry department for several minutes explains to the sales associate that he would like to purchase on for his mothers birthday. Before pulling bracelets out of their cases to show to the customer, which would be the MOST appropriate way for the sales associate to identify the customer's budget range?
Explaijn that jewelry can vary greatly in cost and ask the customer how much he is willing to spend.
A small business owner explains to a sales associ ate that the business has grown faster than expected and says that a new computer is needed to handle several expanded business functions. The customer begins looking at a few low-cost computers. Howev er, after interacting with the customer, the associate concludes that a more expensive computer would better meet the needs of the business and allow for future growth. Which is the BEST strategy for the as sociate to use when providing this recommendation to the customer?
Explain that the fea tures and long-term benefits of the more expensive comput er will save money and allow for future growth
A customer comes into the store looking for a new television. The customer is requesting the ABC brand which is the most expensive in the store. The customer has no experience with the other brands you carry but is concerned about the price of the ABC television. Which would be the BEST action to take?
Explain that the store carries other brands that are comparable but priced lower.
A sales associate has just finished demonstrating the features of a video camera to a customer who is planning a vacation. The customer responds with questions about the store's return policy. Which of the following is the associate's BEST response?
Explain the return policy, and ask what other questions the customer may have
You are currently helping a customer in a department store. A customer calls asking for warranty information on the high definition TV she just purchased. You do not work in the electronics department. How do you handle her request?
Explain to the customer that the call was routed to the wrong department, and connect her with an associate in the electronics department.
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?
Gather information about competitors to identify ways to increase efficiency
A customer walks into a gift shop 15 minutes before it is scheduled to close. The sales associate needs to leave right after closing for an appointment. As the sales associate, what is the BEST way to address the customer?
Inform the customer of the items on sale and ask whether you can help him or her find anything
An associate tells a customer to pick up their store-assembled bicycle at 3 p.m. The customer arrives at the store at 3:30 p.m., 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.
An angry customer rushes to the front of the line, approaches you at the cash register, and demands immediate attention to help solve her problem. What should you do to calm the customer?
Let the customer know you will do everything you can to correct the situa tion as soon as you finish helping your current customer
An angry customer rushes to the front of the line, approaches you at the cash register, and demands immediate attention to help solve her problem. What should you do to calm the customer?
Let the customer know you will do everything you can to correct the situation as soon as you finish helping your current customer
Which is the BEST way to determine a customer's expectations of a product?
Listen carefully to the customer and respond with focusing questions.
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.
If you are working with a customer, how should you react when you are approached by a second cus tomer?
Make eye contact to let the second cus tomer know he has your attention
At checkout, a product's bar code cannot be scanned, and there is no price tag on the item. What should the cashier do FIRST?
Manually enter the code
A client comes into the store on January 15 and wants to return a printer that was purchased during a store sale on December 15. Under the state policy, should a sales associate accept the item for return?"
No, because it is not within the stated time period for return
A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the BEST way for sales associates to prepare for the launch?
Obtain information from the vendor's promotional brochurse and demonstration videos about the cosmetics.
When an advertised lawn mower is sold out, your store offers a similar item at the sale price. A cus tomer wants to buy the lawn mower advertised on sale. Another sales associate just sold the last one available. What should you do?
Offer a comparable mower at the sale price
A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks a new employ ee, who is still in training, some questions about the differences in cheeses. The other deli associate is on a lunch break. What is the BEST way the associate can save the sale?
Offer the customer samples of the cheeses she is in terested in, and ex press interest in her reactions
If a customer asks how to clean a jacket, which is the BEST source of this information?
Product label on the jacket
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.
A client calls to order a bouquet of tulips from a florist. Tulips are out of season, and the florist will not be able to order them for three months. Which of the following is the associate's BEST course of action?
Provide phone numbers of other local florists who might currently carry tulips
In addition to explaining the features and benefits of a product, what should a sales associate suggest to customers?
Purchase addition al merchandise that will enhance the use of the product
Which is the BEST way to explain the features and benefits of an item to a customer?
Share personal experiences about using the product and say that it works well.
A customer service representative in a bridal shop helped a customer choose her wedding dress. The customer had alterations made to her dress. Two weeks later, she called to complain that the dress is still too long. What should the representative to FIRST?
Show empathy and ask that she come in to meet with Alterations.
Which of the following is the BEST way to explain features and benefits of a product to a customer?
Show the product in action.
A customer comes into the store wishing to purchase a particular item. You DO NOT have the item so you attempt to sell him a similar item. The customer is committed to buying that one specific item and you can special order it from the vendor. Why should you order the item?
Special Orders provide additional service and build customer loyalty.
What is the BEST way for a sales associate to inform customers of the store's frequent shopper program?
Tell customers about it during the sales transaction
A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?
Test the customer's computer and deter mine whether there is a problem with the feature
What is the MOST important reason for learning about product features?
To answer ques tions and satisfy customer needs
As a sales associate, what is the most important reason to understand the competition and be aware of their promotions?
To be prepared to answer customer questions
What is the purpose of training assignments or eval uations during or after scheduled course time?
To help managers match employees to the departments or products they are most interested in selling, creating bet ter customer service
Which of the following is the best reason for a sales associate to test and samples product before it goes on display?
To make it easier to demonstrate and sell products.
A sales associate begins to help a customer he belives to be 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.
A customer wants to have a business luncheon catered and complains loudly that the prices are too high. The customer says that the same menu is available for a lower price at the caterer across the street. Which of the following should the associate do?
Try to soothe the customer and ex plain the features and benefits of the catering service
A superstore bakery recently changed from in-store baking to the company's central baking plant. The bakery supervisor gives the associates a note explaining the changes taking place. A client asks a bakery associate why the changes are taking place. What should the associate do?
Use the information in the memo to answer the customer's question.
A customer appears to be browsing throughout your department. What would be your BEST approach for this customer?
Welcome him and offer to serve him when he is ready.
When should a customer be acknowledged?
Within the first 30 seconds of walking into the store
A customer walks into the store where you are working and begins to tell about all of the items he needs. How can you BEST make sure that you have understood his requirements?
Write down a list of his items, and then ask any necessary questions to clarify his needs.
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?
“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 to use the blender?â€
