MERA Customer Service Screening
PreTest 2026/2027 | Verified
Questions & Correct Answers | A+
Grade
EXAM
Question 1: What question do you ask to get feedback to see if
the computer software met expectations of the customer?
A) Did they deliver it on time?
B) Did you have installation problems?
C) What new features have you used?
D) How has the software worked for what you were using it
for?
Correct Answer: D
Rationale: This question is open-ended and focuses on the
customer's actual experience and whether the software fulfilled its
intended purpose for their specific needs. Generic delivery or
installation issues don't reveal true satisfaction, and asking about
specific features or problems might miss the bigger picture of
overall performance.
Question 2: A new customer comes into your department, but
you are helping another customer. You should:
, A) Focus all your attention on your current customer
B) Let the new customer wait his turn until you have
completed your current sale
C) Acknowledge the new customer's presence with eye
contact and/or a brief comment that you'll be right with him
D) Help the customer who looks like he will spend the most
money
Correct Answer: C
Rationale: Acknowledging the waiting customer with a brief
greeting or eye contact shows respect and prevents them from
feeling ignored, while minimizing disruption to the current
customer.
Question 3: Which of the following would be the best option
when trying to find out what a customer wants to buy?
A) Can I help you?
B) Are you looking for anything special?
C) What color do you prefer in that brand?
D) Is that the brand you want?
Correct Answer: C
Rationale: Asking about a specific preference (e.g., color) engages
the customer in a more meaningful conversation than generic
questions like "Can I help you?". It encourages the customer to
share their specific needs.
Question 4: A good reason for creating an opening for discussion
is to:
, A) Break down the customer's sales resistance
B) Get to know what the customer wants
C) Convince the customer how much you know about the
product
D) Increase your store's sales revenues
Correct Answer: B
Rationale: The primary purpose of an opening discussion is to
understand the customer's needs. This customer-centric approach
builds rapport and ensures you can match products to their
requirements.
Question 5: The best way to talk to a new customer is to:
A) Flatter her—tell her she has taste and looks great
B) Interact as if you are old friends
C) Match what you say and your tone of voice to her
personality
D) Convince her that you know what is best for her to buy
Correct Answer: C
Rationale: Tailoring your communication to the customer's
personality shows adaptability and respect, building a more
genuine and comfortable connection than flattery or forced
familiarity.
Question 6: Three ways to create a positive impression of you and
the store include: complimenting the customer's taste; assuring
the customer that he is the expert; and:
A) Suggesting that he buy "top of the line" products
, B) Stating that the products in your store are far better than
those in other stores
C) Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
Correct Answer: C
Rationale: Providing professional validation for the customer's
choices reinforces their confidence and makes them feel secure in
their purchase, which builds loyalty. Complimenting their taste
and assuring them they know best are also key parts of making a
good impression.
Question 7: A retail associate sees that an electrical socket has
wires exposed in an area where customers shop. The retail
associate must:
A) Secure the area and report the situation to management
B) Call the custodian for assistance
C) Do a temporary cleanup as best he/she can
D) Nothing; maintenance will clean it up
Correct Answer: A
Rationale: The associate must immediately secure the area to
prevent customer injury and report the situation so it can be
properly fixed. This shows a commitment to safety and
professional responsibility.
Question 8: If the customer isn't shopping alone, you can include
the rest of the party by:
PreTest 2026/2027 | Verified
Questions & Correct Answers | A+
Grade
EXAM
Question 1: What question do you ask to get feedback to see if
the computer software met expectations of the customer?
A) Did they deliver it on time?
B) Did you have installation problems?
C) What new features have you used?
D) How has the software worked for what you were using it
for?
Correct Answer: D
Rationale: This question is open-ended and focuses on the
customer's actual experience and whether the software fulfilled its
intended purpose for their specific needs. Generic delivery or
installation issues don't reveal true satisfaction, and asking about
specific features or problems might miss the bigger picture of
overall performance.
Question 2: A new customer comes into your department, but
you are helping another customer. You should:
, A) Focus all your attention on your current customer
B) Let the new customer wait his turn until you have
completed your current sale
C) Acknowledge the new customer's presence with eye
contact and/or a brief comment that you'll be right with him
D) Help the customer who looks like he will spend the most
money
Correct Answer: C
Rationale: Acknowledging the waiting customer with a brief
greeting or eye contact shows respect and prevents them from
feeling ignored, while minimizing disruption to the current
customer.
Question 3: Which of the following would be the best option
when trying to find out what a customer wants to buy?
A) Can I help you?
B) Are you looking for anything special?
C) What color do you prefer in that brand?
D) Is that the brand you want?
Correct Answer: C
Rationale: Asking about a specific preference (e.g., color) engages
the customer in a more meaningful conversation than generic
questions like "Can I help you?". It encourages the customer to
share their specific needs.
Question 4: A good reason for creating an opening for discussion
is to:
, A) Break down the customer's sales resistance
B) Get to know what the customer wants
C) Convince the customer how much you know about the
product
D) Increase your store's sales revenues
Correct Answer: B
Rationale: The primary purpose of an opening discussion is to
understand the customer's needs. This customer-centric approach
builds rapport and ensures you can match products to their
requirements.
Question 5: The best way to talk to a new customer is to:
A) Flatter her—tell her she has taste and looks great
B) Interact as if you are old friends
C) Match what you say and your tone of voice to her
personality
D) Convince her that you know what is best for her to buy
Correct Answer: C
Rationale: Tailoring your communication to the customer's
personality shows adaptability and respect, building a more
genuine and comfortable connection than flattery or forced
familiarity.
Question 6: Three ways to create a positive impression of you and
the store include: complimenting the customer's taste; assuring
the customer that he is the expert; and:
A) Suggesting that he buy "top of the line" products
, B) Stating that the products in your store are far better than
those in other stores
C) Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
Correct Answer: C
Rationale: Providing professional validation for the customer's
choices reinforces their confidence and makes them feel secure in
their purchase, which builds loyalty. Complimenting their taste
and assuring them they know best are also key parts of making a
good impression.
Question 7: A retail associate sees that an electrical socket has
wires exposed in an area where customers shop. The retail
associate must:
A) Secure the area and report the situation to management
B) Call the custodian for assistance
C) Do a temporary cleanup as best he/she can
D) Nothing; maintenance will clean it up
Correct Answer: A
Rationale: The associate must immediately secure the area to
prevent customer injury and report the situation so it can be
properly fixed. This shows a commitment to safety and
professional responsibility.
Question 8: If the customer isn't shopping alone, you can include
the rest of the party by:
