CUSTOMER SERVICE 2026 STUDY GUIDE QUESTIONS AND
ANSWERS GUARANTEE A+
✔✔Which reason BEST explains why a sales associate should gain hands on
knowledge of a store's products?
A. It is the best way to determine which product parts are most likely to need additional
warranties.
B. It is the best way to impress customers with product knowledge, which helps
encourage the sale.
C. It is the best way to learn and remember product features so they can be explained
to customers.
D. It is the best way to learn which products are best so the customer can be instructed
on which products to buy. - ✔✔C. It is the best way to learn and remember product
features so they can be explained to customers.
✔✔Which is the MOST important step a sales associate should take to ensure that a
product is working before demonstrating it to a customer?
A. Role-play with a coworker who can ask difficult questions in a customer scenario.
B. Have all vendor supplied marketing materials on hand and a display model ready to
go.
C. Read and understand all the information about the features being demonstrated so
that they can be shown with ease.
D. Verify that the product is fully functional with power, if needed, and that any
accessories needed to demonstrate the features are located. - ✔✔D. Verify that the
product is fully functional with power, if needed, and that any accessories needed to
demonstrate the features are located.
✔✔A customer who is shopping at the store for a cordless drill has decided on the
SS15C, a 12 Volt cordless drill that includes a rechargeable battery and carrying case.
The customer asks a sales associate to match a lower price for the same drill on a
competitor's website The associate views the website and discovers that the
advertisement is for the SS12C, a 12 Volt cordless drill that includes a rechargeable
battery but no carrying case. What is the associate's BEST response to this customer's
request?
A. Apologize to the customer that the store's policy does not allow price matches on
website deals.
B. Using the information on the company's website, explain the product similarities and
differences.
C. Show the customer another drill at the lower price point that does not include a
carrying case.
,D. Request that the customer first confirm that the competitor still has that same drill in
stock. - ✔✔B. Using the information on the company's website, explain the product
similarities and differences.
✔✔A customer's interested in buying his first phone. Technically, the customer knows
very little about phones, but has already made up his mind on which device he wants.
As a sales associate, you should do which of the following.
A. Sell the customer the player he wants and move on to the next customer.
B. Suggest to the customer that you know more about phones than he does, and
recommend the device.
C. Ask additional questions to confirm that the phone will meet the customer needs.
D. Ask a coworker to validate your opinion of the phone to convince the customer your
choice is best. - ✔✔C. Ask additional questions to confirm that the phone will meet the
customer needs.
✔✔A customer likes a specific sofa but wants to have it made in a different fabric.
Which of the following is the FIRST thing the associate should do?
A. Tell the customer that the sofa probably comes only in the fabric shown.
B. Check to see if the sofa can be special ordered in a different fabric.
C. Suggest another style of sofa that is available in the fabric the customer wants.
D. Ask why the customer does not like the fabric currently on the sofa. - ✔✔B. Check to
see if the sofa can be special ordered in a different fabric.
✔✔During a busy day at a shoe outlet, several customers are waiting to try on shoes,
and the phone is ringing. If only one sales associate is in the department, how should
that associate address the customer on the phone?
A. After giving the name of the company and his or her name, ask for the customer's
name and a number to call back.
B. After giving the name of the company and his or her name, ask if the customer could
call back.
C. After giving the name of the company, let the customer know that someone will be
available momentarily to help.
D. After giving the name of the company, apologize for the delay and immediately
placed the customer on hold. - ✔✔A. After giving the name of the company and his or
her name, ask for the customer's name and a number to call back.
✔✔Which of the following is the MOST appropriate way for a sales associate to
determine a customer's price considerations?
A. Ask the customer how much he is willing to spend.
B. Ask the customer to choose between three or four products that range in price.
,C. Ask questions and encourage the customer to describe what he is looking for in the
product.
D. Ask the customer which brand he prefers and why. - ✔✔C. Ask questions and
encourage the customer to describe what he is looking for in the product.
✔✔A customer buys an oven. After the oven is installed, the customer calls the store
and complains about a problem with the oven. The associates should FIRST:
A. Apologize and ask for more information about the problem.
B. Offered to have a new oven installed at no charge.
C. Transfer the call to a more senior associate.
D. Put the customer on hold and refer to the store return policy. - ✔✔A. Apologize and
ask for more information about the problem.
✔✔Which of the following open-ended questions will BEST help a sales associate
determine what kind of television is appropriate for a customer looking to purchase a
new one?
A. "Are you replacing your current television?"
B. "Do you prefer specific brand of televisions?"
C. "What are the dimensions of your living room?"
D. "What did you like or dislike about your last television?" - ✔✔D. "What did you like or
dislike about your last television?"
✔✔When greeting a customer on the telephone, which of the following greetings is
MOST appropriate?
A. "Good morning, XYZ Company. This is Mr. Polsky. How may I direct your call?"
B. "Good morning. You have reached XYZ company. How may I help you?"
C. "Good morning, XYZ Company. We are currently working with customers. May I take
your name and number and call you back?"
D. "Good morning, XYZ Company. Please hold. I'll be happy to assist you in one
moment." - ✔✔B. "Good morning. You have reached XYZ company. How may I help
you?"
✔✔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?
A. Request the customer's permission to provide an alternative.
B. Determine why the customer did not order the item online.
C. Ask open-ended questions to suggest alternatives that match the customer's
interests.
, D. Refer the customer back to the website because the item might be exclusive to the
website. - ✔✔C. Ask open-ended questions to suggest alternatives that match the
customer's interests.
✔✔Which form of nonverbal communication is appropriate to use when greeting a
customer?
A. Pointing
B. Smiling
C. Sighing
D. Staring - ✔✔B. Smiling
✔✔A sales associate notices that a customer is constantly the product price tags and
store signage for sale information while shopping for a new sweater. What is the BEST
way for the sales associate to approach this customer?
A. "Have you seen the beautiful red sweater on the counter in the front?"
B. "I just want to let you know that all sweaters are 25% off today."
C. "The less expensive sweaters are all on the second floor."
D. "You seem to be in a hurry. Can I help you?" - ✔✔B. "I just want to let you know that
all sweaters are 25% off today."
✔✔A customer is looking for a home security system. A sales associate has shown the
customer several systems, but the customer keeps responding with various objections.
What is the BEST way for the sales associate to determine which system matches the
customer's needs?
A. Ask a combination of open and closed questions to understand the customer's
objections.
B. Repeat the customer's requirements to prove that the various systems meet the
customer's needs.
C. Provide more information on the features and benefits of the systems already
presented.
D. Acknowledge the customer's objections while continuing to show different systems in
a variety of price ranges. - ✔✔A. Ask a combination of open and closed questions to
understand the customer's objections.
✔✔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 just put out the entire stock of that item yesterday. I'm pretty sure we don't have it
anymore. Sorry."
ANSWERS GUARANTEE A+
✔✔Which reason BEST explains why a sales associate should gain hands on
knowledge of a store's products?
A. It is the best way to determine which product parts are most likely to need additional
warranties.
B. It is the best way to impress customers with product knowledge, which helps
encourage the sale.
C. It is the best way to learn and remember product features so they can be explained
to customers.
D. It is the best way to learn which products are best so the customer can be instructed
on which products to buy. - ✔✔C. It is the best way to learn and remember product
features so they can be explained to customers.
✔✔Which is the MOST important step a sales associate should take to ensure that a
product is working before demonstrating it to a customer?
A. Role-play with a coworker who can ask difficult questions in a customer scenario.
B. Have all vendor supplied marketing materials on hand and a display model ready to
go.
C. Read and understand all the information about the features being demonstrated so
that they can be shown with ease.
D. Verify that the product is fully functional with power, if needed, and that any
accessories needed to demonstrate the features are located. - ✔✔D. Verify that the
product is fully functional with power, if needed, and that any accessories needed to
demonstrate the features are located.
✔✔A customer who is shopping at the store for a cordless drill has decided on the
SS15C, a 12 Volt cordless drill that includes a rechargeable battery and carrying case.
The customer asks a sales associate to match a lower price for the same drill on a
competitor's website The associate views the website and discovers that the
advertisement is for the SS12C, a 12 Volt cordless drill that includes a rechargeable
battery but no carrying case. What is the associate's BEST response to this customer's
request?
A. Apologize to the customer that the store's policy does not allow price matches on
website deals.
B. Using the information on the company's website, explain the product similarities and
differences.
C. Show the customer another drill at the lower price point that does not include a
carrying case.
,D. Request that the customer first confirm that the competitor still has that same drill in
stock. - ✔✔B. Using the information on the company's website, explain the product
similarities and differences.
✔✔A customer's interested in buying his first phone. Technically, the customer knows
very little about phones, but has already made up his mind on which device he wants.
As a sales associate, you should do which of the following.
A. Sell the customer the player he wants and move on to the next customer.
B. Suggest to the customer that you know more about phones than he does, and
recommend the device.
C. Ask additional questions to confirm that the phone will meet the customer needs.
D. Ask a coworker to validate your opinion of the phone to convince the customer your
choice is best. - ✔✔C. Ask additional questions to confirm that the phone will meet the
customer needs.
✔✔A customer likes a specific sofa but wants to have it made in a different fabric.
Which of the following is the FIRST thing the associate should do?
A. Tell the customer that the sofa probably comes only in the fabric shown.
B. Check to see if the sofa can be special ordered in a different fabric.
C. Suggest another style of sofa that is available in the fabric the customer wants.
D. Ask why the customer does not like the fabric currently on the sofa. - ✔✔B. Check to
see if the sofa can be special ordered in a different fabric.
✔✔During a busy day at a shoe outlet, several customers are waiting to try on shoes,
and the phone is ringing. If only one sales associate is in the department, how should
that associate address the customer on the phone?
A. After giving the name of the company and his or her name, ask for the customer's
name and a number to call back.
B. After giving the name of the company and his or her name, ask if the customer could
call back.
C. After giving the name of the company, let the customer know that someone will be
available momentarily to help.
D. After giving the name of the company, apologize for the delay and immediately
placed the customer on hold. - ✔✔A. After giving the name of the company and his or
her name, ask for the customer's name and a number to call back.
✔✔Which of the following is the MOST appropriate way for a sales associate to
determine a customer's price considerations?
A. Ask the customer how much he is willing to spend.
B. Ask the customer to choose between three or four products that range in price.
,C. Ask questions and encourage the customer to describe what he is looking for in the
product.
D. Ask the customer which brand he prefers and why. - ✔✔C. Ask questions and
encourage the customer to describe what he is looking for in the product.
✔✔A customer buys an oven. After the oven is installed, the customer calls the store
and complains about a problem with the oven. The associates should FIRST:
A. Apologize and ask for more information about the problem.
B. Offered to have a new oven installed at no charge.
C. Transfer the call to a more senior associate.
D. Put the customer on hold and refer to the store return policy. - ✔✔A. Apologize and
ask for more information about the problem.
✔✔Which of the following open-ended questions will BEST help a sales associate
determine what kind of television is appropriate for a customer looking to purchase a
new one?
A. "Are you replacing your current television?"
B. "Do you prefer specific brand of televisions?"
C. "What are the dimensions of your living room?"
D. "What did you like or dislike about your last television?" - ✔✔D. "What did you like or
dislike about your last television?"
✔✔When greeting a customer on the telephone, which of the following greetings is
MOST appropriate?
A. "Good morning, XYZ Company. This is Mr. Polsky. How may I direct your call?"
B. "Good morning. You have reached XYZ company. How may I help you?"
C. "Good morning, XYZ Company. We are currently working with customers. May I take
your name and number and call you back?"
D. "Good morning, XYZ Company. Please hold. I'll be happy to assist you in one
moment." - ✔✔B. "Good morning. You have reached XYZ company. How may I help
you?"
✔✔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?
A. Request the customer's permission to provide an alternative.
B. Determine why the customer did not order the item online.
C. Ask open-ended questions to suggest alternatives that match the customer's
interests.
, D. Refer the customer back to the website because the item might be exclusive to the
website. - ✔✔C. Ask open-ended questions to suggest alternatives that match the
customer's interests.
✔✔Which form of nonverbal communication is appropriate to use when greeting a
customer?
A. Pointing
B. Smiling
C. Sighing
D. Staring - ✔✔B. Smiling
✔✔A sales associate notices that a customer is constantly the product price tags and
store signage for sale information while shopping for a new sweater. What is the BEST
way for the sales associate to approach this customer?
A. "Have you seen the beautiful red sweater on the counter in the front?"
B. "I just want to let you know that all sweaters are 25% off today."
C. "The less expensive sweaters are all on the second floor."
D. "You seem to be in a hurry. Can I help you?" - ✔✔B. "I just want to let you know that
all sweaters are 25% off today."
✔✔A customer is looking for a home security system. A sales associate has shown the
customer several systems, but the customer keeps responding with various objections.
What is the BEST way for the sales associate to determine which system matches the
customer's needs?
A. Ask a combination of open and closed questions to understand the customer's
objections.
B. Repeat the customer's requirements to prove that the various systems meet the
customer's needs.
C. Provide more information on the features and benefits of the systems already
presented.
D. Acknowledge the customer's objections while continuing to show different systems in
a variety of price ranges. - ✔✔A. Ask a combination of open and closed questions to
understand the customer's objections.
✔✔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 just put out the entire stock of that item yesterday. I'm pretty sure we don't have it
anymore. Sorry."
