EXAM PREP CUSTOMER SERVICE & SALES QUESTIONS
AND ANSWERS
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?
- CORRECT ANSWER✅✅✅Provide phone numbers of other local florists who might currently carry
tulips
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? - CORRECT ANSWER✅✅✅Determine what the couple wants
by asking questions.
A customer appears to be browsing throughout your department. What would be your BEST approach
for this customer? - CORRECT ANSWER✅✅✅Welcome him and offer to serve him when he is ready.
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? - CORRECT
ANSWER✅✅✅Ask the customer questions to learn which fibers she can use, and then help her find
scarves in that material.
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?
- CORRECT ANSWER✅✅✅Acknowledge the in-store customers, and then get back to the customers
on hold.
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? -
CORRECT ANSWER✅✅✅Explain that the store carries other brands that are comparable but priced
lower.
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? - CORRECT
ANSWER✅✅✅Special Orders provide additional service and build customer loyalty.
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? - CORRECT ANSWER✅✅✅Ask another associate
for help answering the questions and actively listen to the responses.
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? -
CORRECT ANSWER✅✅✅“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€
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? - CORRECT
ANSWER✅✅✅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.
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? - CORRECT
ANSWER✅✅✅"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 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? - CORRECT ANSWER✅✅✅Agree with the cus tomer that it is an important
decision and then ask further questions to help her decide
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
AND ANSWERS
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?
- CORRECT ANSWER✅✅✅Provide phone numbers of other local florists who might currently carry
tulips
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? - CORRECT ANSWER✅✅✅Determine what the couple wants
by asking questions.
A customer appears to be browsing throughout your department. What would be your BEST approach
for this customer? - CORRECT ANSWER✅✅✅Welcome him and offer to serve him when he is ready.
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? - CORRECT
ANSWER✅✅✅Ask the customer questions to learn which fibers she can use, and then help her find
scarves in that material.
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?
- CORRECT ANSWER✅✅✅Acknowledge the in-store customers, and then get back to the customers
on hold.
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? -
CORRECT ANSWER✅✅✅Explain that the store carries other brands that are comparable but priced
lower.
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? - CORRECT
ANSWER✅✅✅Special Orders provide additional service and build customer loyalty.
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? - CORRECT ANSWER✅✅✅Ask another associate
for help answering the questions and actively listen to the responses.
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? -
CORRECT ANSWER✅✅✅“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€
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? - CORRECT
ANSWER✅✅✅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.
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? - CORRECT
ANSWER✅✅✅"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 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? - CORRECT ANSWER✅✅✅Agree with the cus tomer that it is an important
decision and then ask further questions to help her decide
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
