CUSTOMER SERVICE 2026 EXAM QUESTIONS AND
ANSWERS GUARANTEE A+
✔✔You should keep your client records up-to-date and notify customers of merchandise
you know is of interest to them.
True or False - ✔✔True
✔✔When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
• Ignore the customer's bad taste and choose the items that you think she should wear
• Select only items that fit her interest - ✔✔Select only items that fit her interest
✔✔To keep the lines of communication open, the best question to ask:
• Are the ones that are able to direct the customer to a decision
• Are the ones that can be quickly answered with a "yes" or a "no"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why - ✔✔Begin with who, what, where,
when, how, or why
✔✔You should record basic information that allows you to stay in touch with customers
and specific information that reminds you of their purchases and preferences.
True or False - ✔✔True
✔✔It is important to build a relationship with your customer. In the first few seconds
after you notice the customer's arrival, you should:
• Find your sales book and get it ready for your next sale
• Make sure your clothes are neat and you look professional
• Tidy up the product display before showing it to the customer
• Greet the customer and make him feel welcome - ✔✔Greet the customer and make
him feel welcome
✔✔Most customers respond favorably to the hard sell technique because it shows them
your belief in the product. True or False - ✔✔False
✔✔Which of the following are good reasons to ask customers for their business cards?
• So you can build up your client records with names of potential customers
• So you can claim these customers as your own and keep co-workers from making
sales to them
• To learn more about them so you can suggest items that you think they can afford
, • When customers show interest in an upcoming event and you offer to remind them -
✔✔When customers show interest in an upcoming event and you offer to remind them
✔✔Showing the customer that you and your store stand behind the products and
services you sell:
• Shows a professionalism that builds customer loyalty
• Encourages customers to return items more frequently
• Limits the profit on some items - ✔✔Shows a professionalism that builds customer
loyalty
✔✔When giving service to a person with developmental disabilities, it may be helpful to
explain complex tasks one step at a time. True or False - ✔✔True
✔✔You should allow customers with disabilities to express their own needs and limits;
your job is to accommodate those needs and make shopping a positive experience.
True or False - ✔✔True
✔✔Keeping records of customer complaints and the methods used to resolve them will
help you resolve similar situations in the future. True or False - ✔✔True
✔✔If a customer walks directly to an item, this may indicate that he:
• Knows what he wants and would probably appreciate quick, efficient service
• Just wants to look at the item and has no interest in buying - ✔✔Knows what he
wants and would probably appreciate quick, efficient service
✔✔As a sales associate, you can help build trust by making sure customers understand
and benefit from the product warranties. True or False - ✔✔True
✔✔When using the T.H.A.N.K.S. method, "K" stands for:
• "Keep asking what the customer wants, even when the solution is obvious to you"
• "Know when to give in to the customer's demands"
• "Know a solution if the customer does not suggest one"
• "Keep the customer from asking for a refund" - ✔✔"Know a solution if the customer
does not suggest one"
✔✔If your store does not offer the particular product of service the customer is looking
for, your first option should always be to:
• Suggest alternatives that your store does carry
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
ANSWERS GUARANTEE A+
✔✔You should keep your client records up-to-date and notify customers of merchandise
you know is of interest to them.
True or False - ✔✔True
✔✔When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
• Ignore the customer's bad taste and choose the items that you think she should wear
• Select only items that fit her interest - ✔✔Select only items that fit her interest
✔✔To keep the lines of communication open, the best question to ask:
• Are the ones that are able to direct the customer to a decision
• Are the ones that can be quickly answered with a "yes" or a "no"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why - ✔✔Begin with who, what, where,
when, how, or why
✔✔You should record basic information that allows you to stay in touch with customers
and specific information that reminds you of their purchases and preferences.
True or False - ✔✔True
✔✔It is important to build a relationship with your customer. In the first few seconds
after you notice the customer's arrival, you should:
• Find your sales book and get it ready for your next sale
• Make sure your clothes are neat and you look professional
• Tidy up the product display before showing it to the customer
• Greet the customer and make him feel welcome - ✔✔Greet the customer and make
him feel welcome
✔✔Most customers respond favorably to the hard sell technique because it shows them
your belief in the product. True or False - ✔✔False
✔✔Which of the following are good reasons to ask customers for their business cards?
• So you can build up your client records with names of potential customers
• So you can claim these customers as your own and keep co-workers from making
sales to them
• To learn more about them so you can suggest items that you think they can afford
, • When customers show interest in an upcoming event and you offer to remind them -
✔✔When customers show interest in an upcoming event and you offer to remind them
✔✔Showing the customer that you and your store stand behind the products and
services you sell:
• Shows a professionalism that builds customer loyalty
• Encourages customers to return items more frequently
• Limits the profit on some items - ✔✔Shows a professionalism that builds customer
loyalty
✔✔When giving service to a person with developmental disabilities, it may be helpful to
explain complex tasks one step at a time. True or False - ✔✔True
✔✔You should allow customers with disabilities to express their own needs and limits;
your job is to accommodate those needs and make shopping a positive experience.
True or False - ✔✔True
✔✔Keeping records of customer complaints and the methods used to resolve them will
help you resolve similar situations in the future. True or False - ✔✔True
✔✔If a customer walks directly to an item, this may indicate that he:
• Knows what he wants and would probably appreciate quick, efficient service
• Just wants to look at the item and has no interest in buying - ✔✔Knows what he
wants and would probably appreciate quick, efficient service
✔✔As a sales associate, you can help build trust by making sure customers understand
and benefit from the product warranties. True or False - ✔✔True
✔✔When using the T.H.A.N.K.S. method, "K" stands for:
• "Keep asking what the customer wants, even when the solution is obvious to you"
• "Know when to give in to the customer's demands"
• "Know a solution if the customer does not suggest one"
• "Keep the customer from asking for a refund" - ✔✔"Know a solution if the customer
does not suggest one"
✔✔If your store does not offer the particular product of service the customer is looking
for, your first option should always be to:
• Suggest alternatives that your store does carry
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
