Customer Service & Sales Exam
Solved Rated A+
A cashier notices that the line of customers waiting to check out is quickly growing. The
cashier should: - ANSWER-Acknowledge the customers in line and call for assistance.
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? - ANSWER-
Smile at the child and ask the mother about her preferences and budget.
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 much about china
cabinets. They have $1,000 to spend. What should the associate do? - 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? - ANSWER-Welcome him and offer to serve him
when he is ready.
A customer approaches a sales associate at a sporting goods store for help with
purchasing a golf driver. The customer wants to be sure that the driver fits his height
and price range. What approach should the sales associate take to ensure that the
customer buys the correct golf driver? - ANSWER-Ask questions and observe the
customer.
A customer arrives to pick up a stereo from the repair department. The customer states
that the repairs department called earlier to tell him the stereo was ready. However, the
stereo cannot be located. After 20 minutes the customer is angry. What should the
associate do? - ANSWER-Refer the customer to a supervisor.
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
following should the associate do next? - ANSWER-Ask the customer questions to learn
which fibers she can use, and then help her find scarves in that material.
A customer asks an associate to help him find curtains for his apartment. They find the
perfect color and fabric, but his windows are not a standard size. There is a custom
drapery department in the store. What is the sales associate's BEST response? -
ANSWER-I can make an appointment for you with our custom drapery department if
you like.
,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: - ANSWER-
Apologize and ask for more information about the problem.
A customer calls a banking call center to report that the ATM fees on his account are
incorrect. During the call, the call centers computer system goes down, making it
impossible to check the customer's account. What should the call center associate do? -
ANSWER-Offer to call the customer back when the computer system is working.
A customer calls a drugstore to inquire if a prescription is ready. The associate asked
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 for assistance. What should the associate do? - ANSWER-Acknowledge the in-
store customers, call for assistance, and then get back to the customer on hold.
A customer calls and asks an associate to search for an item. The associate knows that
the item is not in the store The BEST approach to serving the customer is: - ANSWER-
Offer to search for the item in another store and follow up with the customer.
A customer calls her cell phone company and says, "I'm traveling for work and I'm
having problems accessing my voicemail." What is the FIRST thing the customer
service associate should do? - ANSWER-Ask the customer her name and account
information so you can access her account.
A customer calls the store about a purchase she made which was advertised for less at
a direct competitors location. The customer asks for a price adjustment on the item and
the sales associate is not sure how to respond. Which of the following is the BEST
response for the sales associate to give the customer? - ANSWER-I understand your
concern. Please hold while I get someone to assist you right away.
A customer calls the store to check if a particular digital camera is in stock and the sales
associate confirms that it is. The customer then states that he will arrive to view the
camera shortly and mentions that he is in a rush. What would be the BEST way for the
sales associate to prepare for the arrival of this customer? - ANSWER-Place the
camera in a bag with the customer's name attached and leave the bag at the customer
service desk for quick access.
A customer 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? - ANSWER-Offer different flowers and notify the
customer when tulips are available.
A customer comes into a store looking for a new television. The customer is requesting
ABC brand, which is one of the most expensive in your store. The customer has no
experience with the other brands you carry but is concerned about the price of ABC
, brand. What would be the BEST action to take? - ANSWER-Explain that the store
carries other brands that are comparable to ABC but priced lower.
A customer comes into a store to return an item that was purchased online. The
customer states that the wrong item was received. The sales associate helping the
customer has never dealt with this issue before. Which is the BEST action the associate
can take to resolve the problem? - ANSWER-Apologize to the customer and call a
supervisor for instructions on processing a prompt exchange for the correct item.
A customer comes into your store wishing to purchase a specific item. You do not carry
the item, so you attempt to sell him a similar item. The customer is committed to buying
the specific item and you can special order it from the vendor. Why should you order the
item? - ANSWER-Special orders provide additional service and build customer loyalty.
A customer enters a cosmetics store. She says she has always wanted to wear red
lipstick but has no idea what shade looks good on her. Which of the following is the
BEST way to assist the customer? - ANSWER-Offer samples so she can test them.
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 associates BEST response? - ANSWER-We are unfortunately
out of stock on that item. I can call around to try to find it. Do you want to see if you can
pick it up at one of our other stores?
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 associates best to reply? - ANSWER-We carry a video
available to demonstrate the tricks. I haven't told it up your receipt yet. May I add it to
your purchase?
A customer is calling from the manager who is not immediately available. Which of the
following responses will leave the MOST positive impression on the customer? -
ANSWER-"The manager is with another customer. May I help you or should I have him
call you when he is available?"
A customer is looking at a display of assorted silver necklaces that vary in price. Which
would be the BEST comment for the sales associate to make in order to determine the
customer's price range? - ANSWER-Aren't these necklaces beautiful? They come in
sterling or silver plated. Sterling is a bit more expensive. Do you have a preference?
A customer is looking at televisions. What is the BEST question for the associate to ask
the customer? - ANSWER-"What features are important to you?"
Solved Rated A+
A cashier notices that the line of customers waiting to check out is quickly growing. The
cashier should: - ANSWER-Acknowledge the customers in line and call for assistance.
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? - ANSWER-
Smile at the child and ask the mother about her preferences and budget.
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 much about china
cabinets. They have $1,000 to spend. What should the associate do? - 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? - ANSWER-Welcome him and offer to serve him
when he is ready.
A customer approaches a sales associate at a sporting goods store for help with
purchasing a golf driver. The customer wants to be sure that the driver fits his height
and price range. What approach should the sales associate take to ensure that the
customer buys the correct golf driver? - ANSWER-Ask questions and observe the
customer.
A customer arrives to pick up a stereo from the repair department. The customer states
that the repairs department called earlier to tell him the stereo was ready. However, the
stereo cannot be located. After 20 minutes the customer is angry. What should the
associate do? - ANSWER-Refer the customer to a supervisor.
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
following should the associate do next? - ANSWER-Ask the customer questions to learn
which fibers she can use, and then help her find scarves in that material.
A customer asks an associate to help him find curtains for his apartment. They find the
perfect color and fabric, but his windows are not a standard size. There is a custom
drapery department in the store. What is the sales associate's BEST response? -
ANSWER-I can make an appointment for you with our custom drapery department if
you like.
,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: - ANSWER-
Apologize and ask for more information about the problem.
A customer calls a banking call center to report that the ATM fees on his account are
incorrect. During the call, the call centers computer system goes down, making it
impossible to check the customer's account. What should the call center associate do? -
ANSWER-Offer to call the customer back when the computer system is working.
A customer calls a drugstore to inquire if a prescription is ready. The associate asked
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 for assistance. What should the associate do? - ANSWER-Acknowledge the in-
store customers, call for assistance, and then get back to the customer on hold.
A customer calls and asks an associate to search for an item. The associate knows that
the item is not in the store The BEST approach to serving the customer is: - ANSWER-
Offer to search for the item in another store and follow up with the customer.
A customer calls her cell phone company and says, "I'm traveling for work and I'm
having problems accessing my voicemail." What is the FIRST thing the customer
service associate should do? - ANSWER-Ask the customer her name and account
information so you can access her account.
A customer calls the store about a purchase she made which was advertised for less at
a direct competitors location. The customer asks for a price adjustment on the item and
the sales associate is not sure how to respond. Which of the following is the BEST
response for the sales associate to give the customer? - ANSWER-I understand your
concern. Please hold while I get someone to assist you right away.
A customer calls the store to check if a particular digital camera is in stock and the sales
associate confirms that it is. The customer then states that he will arrive to view the
camera shortly and mentions that he is in a rush. What would be the BEST way for the
sales associate to prepare for the arrival of this customer? - ANSWER-Place the
camera in a bag with the customer's name attached and leave the bag at the customer
service desk for quick access.
A customer 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? - ANSWER-Offer different flowers and notify the
customer when tulips are available.
A customer comes into a store looking for a new television. The customer is requesting
ABC brand, which is one of the most expensive in your store. The customer has no
experience with the other brands you carry but is concerned about the price of ABC
, brand. What would be the BEST action to take? - ANSWER-Explain that the store
carries other brands that are comparable to ABC but priced lower.
A customer comes into a store to return an item that was purchased online. The
customer states that the wrong item was received. The sales associate helping the
customer has never dealt with this issue before. Which is the BEST action the associate
can take to resolve the problem? - ANSWER-Apologize to the customer and call a
supervisor for instructions on processing a prompt exchange for the correct item.
A customer comes into your store wishing to purchase a specific item. You do not carry
the item, so you attempt to sell him a similar item. The customer is committed to buying
the specific item and you can special order it from the vendor. Why should you order the
item? - ANSWER-Special orders provide additional service and build customer loyalty.
A customer enters a cosmetics store. She says she has always wanted to wear red
lipstick but has no idea what shade looks good on her. Which of the following is the
BEST way to assist the customer? - ANSWER-Offer samples so she can test them.
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 associates BEST response? - ANSWER-We are unfortunately
out of stock on that item. I can call around to try to find it. Do you want to see if you can
pick it up at one of our other stores?
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 associates best to reply? - ANSWER-We carry a video
available to demonstrate the tricks. I haven't told it up your receipt yet. May I add it to
your purchase?
A customer is calling from the manager who is not immediately available. Which of the
following responses will leave the MOST positive impression on the customer? -
ANSWER-"The manager is with another customer. May I help you or should I have him
call you when he is available?"
A customer is looking at a display of assorted silver necklaces that vary in price. Which
would be the BEST comment for the sales associate to make in order to determine the
customer's price range? - ANSWER-Aren't these necklaces beautiful? They come in
sterling or silver plated. Sterling is a bit more expensive. Do you have a preference?
A customer is looking at televisions. What is the BEST question for the associate to ask
the customer? - ANSWER-"What features are important to you?"
