MERA CUSTOMER SERVICE SCREENING EXAM QUESTIONS AND ANSWERS LATEST UPDATE
2025
What question do you ask to get feedback to see if the computer software met expectations of
the customer? - Answers How has the software worked for what you were using it for?
A new customer comes into your department, but you are helping another customer. You should:
- Answers Acknowledge the new customer's presence with eye contact and/or a brief comment
that you'll be right with him
Which of the following would be the best option when trying to find out what a customer wants
to buy? - Answers What color do you prefer in that brand?
A good reason for creating an opening for discussion is to: - Answers Get to know what the
customer wants
The best way to talk to a new customer is to: - Answers Match what you say and your tone of
voice to her personality
Three ways to create a positive impression of you an the store include: Complimenting the
customer's taste; assuring the customer that he is the expert; and: - Answers Indicating that
based on your professional product knowledge, you feel his purchases are worthwhile
A retail association sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must - Answers Secure the area and report the situation to
management
If the customer isn't shopping alone, you can include the rest of the party by: - Answers Giving
other service to those in the party, such as offering a chair or a cups refreshment
A customer has looked at several watches and seems to like one best. She tries it on, sets it to
the correct time, and asks if the band can be changed to another style. You show her the
options and she likes one in particular. What is best to say to close the sale? - Answers Shall I
go ahead and replace the band for you or do you want to keep both styles for different looks?
Active listening is - Answers Listening and responding to the other person in a way that
improves understanding
If a customer walks directly to an item, this may indicate that he: - Answers Knows what he
wants and would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to: - Answers Satisfy the customer
You can best determine the customer's needs by gathering information through careful
observation and by: - Answers Asking the customer thoughtful questions
To keep the lines of communication open, the best question to ask: - Answers Begin with who,
, what, where, when, how, or why
Which of the following are examples of open-ended questions? - Answers What features are
important to you?
When fitting the products to the customer, you should: - Answers Ask questions that will help
her define the right fit
Which of the following phrases might be appropriate when discussing clothing size with your
customer? - Answers Have you worn this brand before? What size was most comfortable for
you?
How would you handle a situation where a customer wants a brand that you don't carry? -
Answers Get permission from him to show the items you do have that meet his needs
If your store does not offer the particular product of service the customer is looking for, your
first option should always be to: - Answers Suggest alternatives that your store does carry
Which of the following scenarios shows the proper use of a business card? The salesperson
says, - Answers I've enjoyed helping you with your gift selection. Here's my business card in
case I can be of further assistance. Feel free to call me directly if you have any questions or
special requests.
Which of the following are acceptable ways to ask a customer's permission to provide
alternatives? - Answers We don't carry that specific brand, but may I suggest....
Referring a customer to a competitor will likely result in: - Answers The customer seeking you
out for future needs
Creating customer loyalty is rewarding for: - Answers all of the above
The store
The sales associate
The customer
What is the best way for a sales associate to learn about new merchandise that has just come
into your store? - Answers Read the labels and packaging information on the new product
A computer store has a sign posted on the door that says, "No food or drink to be brought into
the store." A sales associated is ringing up a customer and see that another customer has a
small child who is eating an ice cream cone. The child is standing in front of your newest
laptops. Which of these should be the sales associate's best response?
2025
What question do you ask to get feedback to see if the computer software met expectations of
the customer? - Answers How has the software worked for what you were using it for?
A new customer comes into your department, but you are helping another customer. You should:
- Answers Acknowledge the new customer's presence with eye contact and/or a brief comment
that you'll be right with him
Which of the following would be the best option when trying to find out what a customer wants
to buy? - Answers What color do you prefer in that brand?
A good reason for creating an opening for discussion is to: - Answers Get to know what the
customer wants
The best way to talk to a new customer is to: - Answers Match what you say and your tone of
voice to her personality
Three ways to create a positive impression of you an the store include: Complimenting the
customer's taste; assuring the customer that he is the expert; and: - Answers Indicating that
based on your professional product knowledge, you feel his purchases are worthwhile
A retail association sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must - Answers Secure the area and report the situation to
management
If the customer isn't shopping alone, you can include the rest of the party by: - Answers Giving
other service to those in the party, such as offering a chair or a cups refreshment
A customer has looked at several watches and seems to like one best. She tries it on, sets it to
the correct time, and asks if the band can be changed to another style. You show her the
options and she likes one in particular. What is best to say to close the sale? - Answers Shall I
go ahead and replace the band for you or do you want to keep both styles for different looks?
Active listening is - Answers Listening and responding to the other person in a way that
improves understanding
If a customer walks directly to an item, this may indicate that he: - Answers Knows what he
wants and would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to: - Answers Satisfy the customer
You can best determine the customer's needs by gathering information through careful
observation and by: - Answers Asking the customer thoughtful questions
To keep the lines of communication open, the best question to ask: - Answers Begin with who,
, what, where, when, how, or why
Which of the following are examples of open-ended questions? - Answers What features are
important to you?
When fitting the products to the customer, you should: - Answers Ask questions that will help
her define the right fit
Which of the following phrases might be appropriate when discussing clothing size with your
customer? - Answers Have you worn this brand before? What size was most comfortable for
you?
How would you handle a situation where a customer wants a brand that you don't carry? -
Answers Get permission from him to show the items you do have that meet his needs
If your store does not offer the particular product of service the customer is looking for, your
first option should always be to: - Answers Suggest alternatives that your store does carry
Which of the following scenarios shows the proper use of a business card? The salesperson
says, - Answers I've enjoyed helping you with your gift selection. Here's my business card in
case I can be of further assistance. Feel free to call me directly if you have any questions or
special requests.
Which of the following are acceptable ways to ask a customer's permission to provide
alternatives? - Answers We don't carry that specific brand, but may I suggest....
Referring a customer to a competitor will likely result in: - Answers The customer seeking you
out for future needs
Creating customer loyalty is rewarding for: - Answers all of the above
The store
The sales associate
The customer
What is the best way for a sales associate to learn about new merchandise that has just come
into your store? - Answers Read the labels and packaging information on the new product
A computer store has a sign posted on the door that says, "No food or drink to be brought into
the store." A sales associated is ringing up a customer and see that another customer has a
small child who is eating an ice cream cone. The child is standing in front of your newest
laptops. Which of these should be the sales associate's best response?
