CUSTOMER SERVICE CORE EXAM SET 2026/2027
QUESTIONS AND SOLUTIONS RATED A+
✔✔A sales associate working at the customer service desk is approached by an irate
customer who demands to see the manager. The customer purchased a new laptop
with an extended warranty last week and the battery will no longer hold a charge. What
is the BEST way for the associate to respond to the customer? - ✔✔I'm sorry that the
laptop is not working properly. Fortunately, the laptop is stil under warranty by the
manufacturer. Let me look up the sale and see what we can do to help you.
✔✔While demonstrating a new blender a sales associate showcases the product's
ability to make smoothies using a specific setting. What product features do the settings
describe?
Brand - ✔✔Function
✔✔Why is being a knowledgeable sales associate a KEY component of providing
exceptional customer experiences? - ✔✔It improves the sales associate's confidence
and level of customer service by having increased product knowledge.
✔✔. A customer appears to be browsing throughout your department. What would be
your BEST approach to this customer? - ✔✔Welcome him and offer to serve hum when
he is ready
✔✔A customer brings in a shoe with a broken strap. Which of the following questions
would be acceptable in helping to determine how to assist the customer? - ✔✔What can
I do to make this right?
✔✔A customer comes into a furniture store with a piece of fabric. She sees an
associate in the sofa department and tells him that she wants a chair to match the sofa
in her living room. What should the associate do? - ✔✔Escort her to the area where the
chairs are, and ask open-ended questions to clarify her needs.
✔✔A customer asks a sales associate to ship a gift overseas. The company does offer
this service. What should the associate do FIRST? - ✔✔Explain the delivery options
and charges
✔✔Which is the BEST strategy for dealing with negative customer feedback posted on
customer surveys or social media? - ✔✔Contact the customers with complaints and
offer discounts on their next purchases.
✔✔A customer returns to the store with a suitcase that was purchased last month. It
was only used a few times for travel, but the wheels are not working properly. Which of
the following actions should the sales associate take the BEST remedy the situation? -
, ✔✔Ask the customer what you can do to make the situation right, and then determine if
the proposed solution is in line with the store's policy. If not, ask a manager for help.
✔✔What does the technique of asking open-ended questions allow a sales associate to
accomplish for the customer? - ✔✔A quicker match to the right product
✔✔What is the MOST important information the sales associate must get from a
customer in order to arrange for a purchase to be shipped as a gift? - ✔✔Name,
address, and phone number of the recipient
✔✔Which is the BEST way for a sales associate to react to a customer complaint? -
✔✔Ensure understanding of the issue and use it as an opportunity to improve customer
satisfaction.
✔✔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?
✔✔How is a complaint about a product that is still under warranty BEST resolved? -
✔✔Discuss your company's policy regarding warranties as well as the terms of the
manufacturer's warranty.
✔✔If a sales associate requires help meeting a specific customer's needs, what should
the associate do FIRST? - ✔✔Seek support from a co-worker or manager
✔✔A customer on the telephone says she is unhappy with your store's return policy. In
order to turn the situation around, which of the following should you do FIRST? -
✔✔Listen actively to what the customer says to understand her complaint.
✔✔A customer comes into your store and asks if you carry any types of walking canes
and accessories. Knowing that you do not carry canes or accessories, how should you
handle the customer? - ✔✔Explain to the customer that you do not carry canes and
accessories but you know another store that does and will be happy to call them.
✔✔Which of the following is the BEST reason for a sales associate to test and sample a
product before it goes on display? - ✔✔To make it easier to demonstrate and sell
products
✔✔What is the FIRST thing a sales associate should do when a customer has a
problem with a product? - ✔✔Thank the customer for bringing the problem to the store's
attention
QUESTIONS AND SOLUTIONS RATED A+
✔✔A sales associate working at the customer service desk is approached by an irate
customer who demands to see the manager. The customer purchased a new laptop
with an extended warranty last week and the battery will no longer hold a charge. What
is the BEST way for the associate to respond to the customer? - ✔✔I'm sorry that the
laptop is not working properly. Fortunately, the laptop is stil under warranty by the
manufacturer. Let me look up the sale and see what we can do to help you.
✔✔While demonstrating a new blender a sales associate showcases the product's
ability to make smoothies using a specific setting. What product features do the settings
describe?
Brand - ✔✔Function
✔✔Why is being a knowledgeable sales associate a KEY component of providing
exceptional customer experiences? - ✔✔It improves the sales associate's confidence
and level of customer service by having increased product knowledge.
✔✔. A customer appears to be browsing throughout your department. What would be
your BEST approach to this customer? - ✔✔Welcome him and offer to serve hum when
he is ready
✔✔A customer brings in a shoe with a broken strap. Which of the following questions
would be acceptable in helping to determine how to assist the customer? - ✔✔What can
I do to make this right?
✔✔A customer comes into a furniture store with a piece of fabric. She sees an
associate in the sofa department and tells him that she wants a chair to match the sofa
in her living room. What should the associate do? - ✔✔Escort her to the area where the
chairs are, and ask open-ended questions to clarify her needs.
✔✔A customer asks a sales associate to ship a gift overseas. The company does offer
this service. What should the associate do FIRST? - ✔✔Explain the delivery options
and charges
✔✔Which is the BEST strategy for dealing with negative customer feedback posted on
customer surveys or social media? - ✔✔Contact the customers with complaints and
offer discounts on their next purchases.
✔✔A customer returns to the store with a suitcase that was purchased last month. It
was only used a few times for travel, but the wheels are not working properly. Which of
the following actions should the sales associate take the BEST remedy the situation? -
, ✔✔Ask the customer what you can do to make the situation right, and then determine if
the proposed solution is in line with the store's policy. If not, ask a manager for help.
✔✔What does the technique of asking open-ended questions allow a sales associate to
accomplish for the customer? - ✔✔A quicker match to the right product
✔✔What is the MOST important information the sales associate must get from a
customer in order to arrange for a purchase to be shipped as a gift? - ✔✔Name,
address, and phone number of the recipient
✔✔Which is the BEST way for a sales associate to react to a customer complaint? -
✔✔Ensure understanding of the issue and use it as an opportunity to improve customer
satisfaction.
✔✔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?
✔✔How is a complaint about a product that is still under warranty BEST resolved? -
✔✔Discuss your company's policy regarding warranties as well as the terms of the
manufacturer's warranty.
✔✔If a sales associate requires help meeting a specific customer's needs, what should
the associate do FIRST? - ✔✔Seek support from a co-worker or manager
✔✔A customer on the telephone says she is unhappy with your store's return policy. In
order to turn the situation around, which of the following should you do FIRST? -
✔✔Listen actively to what the customer says to understand her complaint.
✔✔A customer comes into your store and asks if you carry any types of walking canes
and accessories. Knowing that you do not carry canes or accessories, how should you
handle the customer? - ✔✔Explain to the customer that you do not carry canes and
accessories but you know another store that does and will be happy to call them.
✔✔Which of the following is the BEST reason for a sales associate to test and sample a
product before it goes on display? - ✔✔To make it easier to demonstrate and sell
products
✔✔What is the FIRST thing a sales associate should do when a customer has a
problem with a product? - ✔✔Thank the customer for bringing the problem to the store's
attention
