customer service exam|50 Questions
and answers |100% Accurate
Why is a customers complaint helpful to a retailer? - -It provides feedback
that can help lead to improvements in its products, service, or policies.
- Two passengers are arguing that they have the same seat on an airplane
flight. what should the flight attendant do FIRST? - -Listen to the passengers
explain the problem and ask to see their tickets.
- Pauline has reserved a non-smoking room, and she is upset because her
room has a strong tobacco odor. She tells the front desk that she wants
another room. Its 11:00pm and the only rooms available are other smoking
rooms and an expensive non-smoking suite. What should the clerk offer
Pauline? - -The expensive suite at the regular room price.
- 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 sales associate was trained in a select line for Young Juniors. The
associate is reassigned to Housewares due to personal shortages. What is
the BEST way for the associate to learn about the products in the new
department? - -Talk to the Housewares supervisor and ask for help
regarding product lines.
- An associate begins to help a customer he believes is next to be served. A
second customer interrupts by saying that she should be next. The sales
associate BEST response is: - -Try to find another sales associate to help one
of the customers.
- A customer service representative in a bridal shop helped a customer
choose her wedding dress. The customer had alterations made to her dress.
Two weeks later, she called to complain that the dress is still too long. What
should the representative do FIRST? - -Show empathy and ask that she
come in to meet with alterations.
- An employee of a small company has duties that include answering phones
and selling. A customer calls with a question that the employee cannot
answer. What should the employee do? - -Offer the customer a choice of
holding while he finds the answer or receiving a call-back.
, - An associate in an electronics store is helping a customer with a grandchild
buy an answering machine. The customer would like a demonstration of a
particular machine. What should the associate do? - -Give them a hands-on
demonstration.
- When is it appropriate for sales associates to call the manager for
assistance with a customer? - -When there is a problem resolving the
customers complaint.
- The manager tells a new receptionist to come to work tomorrow dressed
more appropriately. What is the BEST way for this employee to find out what
clothes are appropriate to wear to work? - -Ask the manager for clothing
guidelines.
- A customer comes into your store needing to buy a gift for a friends
wedding. According to the gifts registry, all the items that were within the
customers price range have already been purchased. What is the BEST
suggestion you can give this customer? - -Suggest a gift card in the amount
the customer was planning to spend.
- What should a sales associate say to a customer who has returned a
product that he or she purchased last month? - -"Your account has been
credited. Is there anything else I can do for you?"
- Which is the BEST way to communicate the benefits of a product? - -Share
personal experiences about using the product.
- A customer calls the store about a purchase she made, which was
advertised for less at a direct competitor's 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? - -"I understand your concern. Please hold while I get
someone to assist you right away."
- Customers who spend more than $100 at a toy store will receive 10% off
the total purchase. The cashier rings up the items totaling $95 for a
customer. The cashier should: - -Suggest an additional item that costs $5 or
more.
- An experienced stylist sees a new shampoo person about to use a certain
conditioner on a customer. The stylist knows the customer is allergic to that
conditioner. Which of the following should the stylist do? - -Speak to the
shampoo person before he uses the conditioner on the customer.
- A sales associate notices that a customer is constantly checking the
product price tags and store signage for sale information while shopping for
and answers |100% Accurate
Why is a customers complaint helpful to a retailer? - -It provides feedback
that can help lead to improvements in its products, service, or policies.
- Two passengers are arguing that they have the same seat on an airplane
flight. what should the flight attendant do FIRST? - -Listen to the passengers
explain the problem and ask to see their tickets.
- Pauline has reserved a non-smoking room, and she is upset because her
room has a strong tobacco odor. She tells the front desk that she wants
another room. Its 11:00pm and the only rooms available are other smoking
rooms and an expensive non-smoking suite. What should the clerk offer
Pauline? - -The expensive suite at the regular room price.
- 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 sales associate was trained in a select line for Young Juniors. The
associate is reassigned to Housewares due to personal shortages. What is
the BEST way for the associate to learn about the products in the new
department? - -Talk to the Housewares supervisor and ask for help
regarding product lines.
- An associate begins to help a customer he believes is next to be served. A
second customer interrupts by saying that she should be next. The sales
associate BEST response is: - -Try to find another sales associate to help one
of the customers.
- A customer service representative in a bridal shop helped a customer
choose her wedding dress. The customer had alterations made to her dress.
Two weeks later, she called to complain that the dress is still too long. What
should the representative do FIRST? - -Show empathy and ask that she
come in to meet with alterations.
- An employee of a small company has duties that include answering phones
and selling. A customer calls with a question that the employee cannot
answer. What should the employee do? - -Offer the customer a choice of
holding while he finds the answer or receiving a call-back.
, - An associate in an electronics store is helping a customer with a grandchild
buy an answering machine. The customer would like a demonstration of a
particular machine. What should the associate do? - -Give them a hands-on
demonstration.
- When is it appropriate for sales associates to call the manager for
assistance with a customer? - -When there is a problem resolving the
customers complaint.
- The manager tells a new receptionist to come to work tomorrow dressed
more appropriately. What is the BEST way for this employee to find out what
clothes are appropriate to wear to work? - -Ask the manager for clothing
guidelines.
- A customer comes into your store needing to buy a gift for a friends
wedding. According to the gifts registry, all the items that were within the
customers price range have already been purchased. What is the BEST
suggestion you can give this customer? - -Suggest a gift card in the amount
the customer was planning to spend.
- What should a sales associate say to a customer who has returned a
product that he or she purchased last month? - -"Your account has been
credited. Is there anything else I can do for you?"
- Which is the BEST way to communicate the benefits of a product? - -Share
personal experiences about using the product.
- A customer calls the store about a purchase she made, which was
advertised for less at a direct competitor's 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? - -"I understand your concern. Please hold while I get
someone to assist you right away."
- Customers who spend more than $100 at a toy store will receive 10% off
the total purchase. The cashier rings up the items totaling $95 for a
customer. The cashier should: - -Suggest an additional item that costs $5 or
more.
- An experienced stylist sees a new shampoo person about to use a certain
conditioner on a customer. The stylist knows the customer is allergic to that
conditioner. Which of the following should the stylist do? - -Speak to the
shampoo person before he uses the conditioner on the customer.
- A sales associate notices that a customer is constantly checking the
product price tags and store signage for sale information while shopping for
