customer services test Questions with Verified
Correct Answers | Guaranteed A+
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 sales associate in Jewelry is showing a watch to a customer who cannot hear. The
customer communicates through sign language. Which of these would be the MOST
appropriate way to help her? - ✔✔Give her the watch and a pen and paper to write
down any questions.
A customer enters a store to return a digital camera and starts off by exclaiming, It sure
wasn't as user-friendly as I was told it would be! Which action taken by the sales
associate is MOST likely to save the sale and ensure that the customer is satisfied? -
✔✔Ask questions to better understand the customer's problem, and then suggest a
product that meets the customer's needs.
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? - ✔✔Inform the
customer that the items will be going on sale, and ask if you can hod one for her to pick
up during the sale.
A customer has just purchased a box of magic tricks as a birthday gift for a friend's son.
While the associate at the toy store is wrapping the gift, the customer mentions that she
is a bit concerned. She thinks the child may have trouble learning how to perform the
magic tricks because he is just learning to read and the instructions manual may be
difficult. What would be the associate's BEST reply? - ✔✔Would you like me to
, suggest some other gift items that would be more appropriate for a child who can't read
well?
A sales associate working at the customer service desk is approached by an irate
customer who demands to see the manager. The customer purchased a new laptop with
an extended warranty last week and the battery will no longer hold a charge. What is
the BEST way for the associate to respond to the customer? - ✔✔I'm sorry that the
laptop is not working properly. Fortunately, the laptop is stil under warranty by the
manufacturer. Let me look up the sale and see what we can do to help you.
While demonstrating a new blender a sales associate showcases the product's ability to
make smoothies using a specific setting. What product features do the settings
describe?
Brand - ✔✔Function
Why is being a knowledgeable sales associate a KEY component of providing exceptional
customer experiences? - ✔✔It improves the sales associate's confidence and level of
customer service by having increased product knowledge.
. A customer appears to be browsing throughout your department. What would be your
BEST approach to this customer? - ✔✔Welcome him and offer to serve hum when he
is ready
A customer brings in a shoe with a broken strap. Which of the following questions would
be acceptable in helping to determine how to assist the customer? - ✔✔What can I
do to make this right?
A customer comes into a furniture store with a piece of fabric. She sees an associate in
the sofa department and tells him that she wants a chair to match the sofa in her living
room. What should the associate do? - ✔✔Escort her to the area where the chairs
are, and ask open-ended questions to clarify her needs.
Correct Answers | Guaranteed A+
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 sales associate in Jewelry is showing a watch to a customer who cannot hear. The
customer communicates through sign language. Which of these would be the MOST
appropriate way to help her? - ✔✔Give her the watch and a pen and paper to write
down any questions.
A customer enters a store to return a digital camera and starts off by exclaiming, It sure
wasn't as user-friendly as I was told it would be! Which action taken by the sales
associate is MOST likely to save the sale and ensure that the customer is satisfied? -
✔✔Ask questions to better understand the customer's problem, and then suggest a
product that meets the customer's needs.
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? - ✔✔Inform the
customer that the items will be going on sale, and ask if you can hod one for her to pick
up during the sale.
A customer has just purchased a box of magic tricks as a birthday gift for a friend's son.
While the associate at the toy store is wrapping the gift, the customer mentions that she
is a bit concerned. She thinks the child may have trouble learning how to perform the
magic tricks because he is just learning to read and the instructions manual may be
difficult. What would be the associate's BEST reply? - ✔✔Would you like me to
, suggest some other gift items that would be more appropriate for a child who can't read
well?
A sales associate working at the customer service desk is approached by an irate
customer who demands to see the manager. The customer purchased a new laptop with
an extended warranty last week and the battery will no longer hold a charge. What is
the BEST way for the associate to respond to the customer? - ✔✔I'm sorry that the
laptop is not working properly. Fortunately, the laptop is stil under warranty by the
manufacturer. Let me look up the sale and see what we can do to help you.
While demonstrating a new blender a sales associate showcases the product's ability to
make smoothies using a specific setting. What product features do the settings
describe?
Brand - ✔✔Function
Why is being a knowledgeable sales associate a KEY component of providing exceptional
customer experiences? - ✔✔It improves the sales associate's confidence and level of
customer service by having increased product knowledge.
. A customer appears to be browsing throughout your department. What would be your
BEST approach to this customer? - ✔✔Welcome him and offer to serve hum when he
is ready
A customer brings in a shoe with a broken strap. Which of the following questions would
be acceptable in helping to determine how to assist the customer? - ✔✔What can I
do to make this right?
A customer comes into a furniture store with a piece of fabric. She sees an associate in
the sofa department and tells him that she wants a chair to match the sofa in her living
room. What should the associate do? - ✔✔Escort her to the area where the chairs
are, and ask open-ended questions to clarify her needs.
