customer services test|75 Questions
with Verified Answers
You are working in a local paint supply store when a customer comes in with
a color sample and asks you to mix paint that will match the color she wants.
Although you have received training using the color mixing machine, which
included hands-on experience, you have never used it on your own with a
customer watching. What would be the BEST action to take to ensure you
mix the pain correctly and learn from the experience? - -Call a co-worker
over to assist you by monitoring what you are doing and offering help if you
need it.
- Which is the BEST way to communicate the benefits of a product? - -Share
personal experiences about using the product
- Customers who spend more than $100 at a toy store will receive 10% off
the total purchase. The cashier rings up items totaling $95 for a customer.
The cashier should: - -Suggest additional items that cost $5 or more.
- What should a sales associate do if a customer delivery is delayed? - -
Apologize for the inconvenience and inquire with management about a
resolution.
- A customer in a wheelchair tries to enter the store using the handicap
access door, which is located at the rear of the store. The door is locked. The
customer rings the bell and no one answers. A second customer observes
the customer in the wheelchair outside and tells the cashier. What should the
cashier do? - -Immediately call management to open the door for the
customer in the wheelchair.
- George explains that he can no longer see his computer monitor because
he has developed poor eyesight. He would like to buy a new monitor. What
should the sales associate do? - -Demonstrate the features of monitors that
may be suitable
- A child runs into a pet shop and goes over to the cage of an $800 puppy.
The child says, Mommy , I want this one! What should the associate do
NEXT? - -Smile at the child and ask the mother about her preferences and
budget.
- 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.
with Verified Answers
You are working in a local paint supply store when a customer comes in with
a color sample and asks you to mix paint that will match the color she wants.
Although you have received training using the color mixing machine, which
included hands-on experience, you have never used it on your own with a
customer watching. What would be the BEST action to take to ensure you
mix the pain correctly and learn from the experience? - -Call a co-worker
over to assist you by monitoring what you are doing and offering help if you
need it.
- Which is the BEST way to communicate the benefits of a product? - -Share
personal experiences about using the product
- Customers who spend more than $100 at a toy store will receive 10% off
the total purchase. The cashier rings up items totaling $95 for a customer.
The cashier should: - -Suggest additional items that cost $5 or more.
- What should a sales associate do if a customer delivery is delayed? - -
Apologize for the inconvenience and inquire with management about a
resolution.
- A customer in a wheelchair tries to enter the store using the handicap
access door, which is located at the rear of the store. The door is locked. The
customer rings the bell and no one answers. A second customer observes
the customer in the wheelchair outside and tells the cashier. What should the
cashier do? - -Immediately call management to open the door for the
customer in the wheelchair.
- George explains that he can no longer see his computer monitor because
he has developed poor eyesight. He would like to buy a new monitor. What
should the sales associate do? - -Demonstrate the features of monitors that
may be suitable
- A child runs into a pet shop and goes over to the cage of an $800 puppy.
The child says, Mommy , I want this one! What should the associate do
NEXT? - -Smile at the child and ask the mother about her preferences and
budget.
- 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.
