CUSTOMER SERVICE MAIN EXAMINATION 2026/2027
QUESTIONS AND SOLUTIONS RATED A+
✔✔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
✔✔Unhappy customers sometimes need to vent their feelings. What should a sales
associate do in these situations? - ✔✔Listen actively
✔✔An associate in a home improvement store is asked by a customer to cut some
shelving to fit the measurements of his master bedroom closet, a service that the store
freely provides. If the associate has never cut shelving before, which of the following
BEST represents an appropriate response to the customer's request? - ✔✔Let the
customer know that the associate will be happy to find a co-worker or supervisor to
assist in cutting the shelving.
✔✔A sales associate approaches a customer who is comparing two different laptop
computers. Which is the BEST question for the associate to ask when beginning to
determine the customer's knowledge level of these products? - ✔✔How do you see
yourself using these new laptops?
✔✔A toy store is running a promotion. Customers who spend more than $100 at the
store will receive a 10% off the total purchase. A customer asks the associate what the
total will be if she buys a $159.99 bicycle. Before tax, her total would be approximately:
- ✔✔$144
✔✔While showing a customer merchandise, an associate overhears a customer telling
her friend that the prices in the store are very high. What is the BEST way for the
associate to respond? - ✔✔Inform the customer that the store carries a range of price
points and offer to show the customer around the store.
✔✔Four stores advertise a sale on shirts. Which of the following sales is the BEST price
per shirt? - ✔✔4 shirts for $48
✔✔A customer has tried on a business suit and really likes the style and color; however
the pants are too long. Which of the following responses is the BEST way for the sales
associate to encourage the customers to use the store's alterations services? - ✔✔That
suit sure looks nice on you! Are you aware that we offer free hemming on all of our
slacks? It only takes a couple of days
✔✔Your store policy is to not provide refunds for on sale or personalized items. What is
the BEST way to ensure that customers are made aware of this policy? - ✔✔Put up
signs in the store stating the policy on returns
, ✔✔You are a counter associate at Artie's Pizza. A customer comes in with his heart set
on a calzone. Your boss did not make calzones today, but you remember seeing on
your way to work that Brother's Three Pizza was advertising calzones. Which of the
following is the BEST thing to do? - ✔✔Suggest some Artie's pizza special in place of a
calzon
✔✔A customer who is shopping at the store for a cordless drill has decided on the
SS15C, a 12-volt cordless drill that includes a rechargeable battery and carrying case.
The customer asks a sales associate to match a lower price for the same drill on a
competitor's website. The associate views the website and discovers that the
advertisement is for the SS12C, a 12-volt cordless drill that includes a rechargeable
battery but no carrying case. What is the associate's BEST response to this customer's
request? - ✔✔Using the information on the competitors website, explain the products
similarities and differences.
✔✔An associate has just spent an hour working with a customer who is shopping for a
party she is having this weekend. The customer realizes one of the last times in her cart
is damaged. The employee offers to try to order a replacement for the damaged item
and have it shipped to the customer in time for the party. The employee takes the
customer's information, and the customer leaves with her purchases. The associate is
due to leave for the day, and his supervisor has strict rules about overtime. What should
the employee do about the special order? - ✔✔Give the order to another associate to
process, and ask that he follow up with the customer to let her know the order was
placed.
✔✔An associate is helping a customer who has a strong accent and speaks very little
English. The associate barely understands the customer. Which of the following is the
BEST action the associate can take? - ✔✔Ask the customer to please wait, then try to
find an associate who speaks the customer's language.
✔✔Horizon electronics is launching a new all-in-one product. The product can be used
to play music, watch movies, check email, and make phone calls. Because there are so
many features, you know there will be many questions. Your company is advertising a
sale on the product, hoping that customers will buy it from your store rather than online
or at a competitor's store. How should you prepare for the large volume of customers
asking about this product? - ✔✔Test the item on display making sure you can explain
how to use each feature.
✔✔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's BEST
response is: - ✔✔Try to find another sales associate to help one of the customers.
QUESTIONS AND SOLUTIONS RATED A+
✔✔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
✔✔Unhappy customers sometimes need to vent their feelings. What should a sales
associate do in these situations? - ✔✔Listen actively
✔✔An associate in a home improvement store is asked by a customer to cut some
shelving to fit the measurements of his master bedroom closet, a service that the store
freely provides. If the associate has never cut shelving before, which of the following
BEST represents an appropriate response to the customer's request? - ✔✔Let the
customer know that the associate will be happy to find a co-worker or supervisor to
assist in cutting the shelving.
✔✔A sales associate approaches a customer who is comparing two different laptop
computers. Which is the BEST question for the associate to ask when beginning to
determine the customer's knowledge level of these products? - ✔✔How do you see
yourself using these new laptops?
✔✔A toy store is running a promotion. Customers who spend more than $100 at the
store will receive a 10% off the total purchase. A customer asks the associate what the
total will be if she buys a $159.99 bicycle. Before tax, her total would be approximately:
- ✔✔$144
✔✔While showing a customer merchandise, an associate overhears a customer telling
her friend that the prices in the store are very high. What is the BEST way for the
associate to respond? - ✔✔Inform the customer that the store carries a range of price
points and offer to show the customer around the store.
✔✔Four stores advertise a sale on shirts. Which of the following sales is the BEST price
per shirt? - ✔✔4 shirts for $48
✔✔A customer has tried on a business suit and really likes the style and color; however
the pants are too long. Which of the following responses is the BEST way for the sales
associate to encourage the customers to use the store's alterations services? - ✔✔That
suit sure looks nice on you! Are you aware that we offer free hemming on all of our
slacks? It only takes a couple of days
✔✔Your store policy is to not provide refunds for on sale or personalized items. What is
the BEST way to ensure that customers are made aware of this policy? - ✔✔Put up
signs in the store stating the policy on returns
, ✔✔You are a counter associate at Artie's Pizza. A customer comes in with his heart set
on a calzone. Your boss did not make calzones today, but you remember seeing on
your way to work that Brother's Three Pizza was advertising calzones. Which of the
following is the BEST thing to do? - ✔✔Suggest some Artie's pizza special in place of a
calzon
✔✔A customer who is shopping at the store for a cordless drill has decided on the
SS15C, a 12-volt cordless drill that includes a rechargeable battery and carrying case.
The customer asks a sales associate to match a lower price for the same drill on a
competitor's website. The associate views the website and discovers that the
advertisement is for the SS12C, a 12-volt cordless drill that includes a rechargeable
battery but no carrying case. What is the associate's BEST response to this customer's
request? - ✔✔Using the information on the competitors website, explain the products
similarities and differences.
✔✔An associate has just spent an hour working with a customer who is shopping for a
party she is having this weekend. The customer realizes one of the last times in her cart
is damaged. The employee offers to try to order a replacement for the damaged item
and have it shipped to the customer in time for the party. The employee takes the
customer's information, and the customer leaves with her purchases. The associate is
due to leave for the day, and his supervisor has strict rules about overtime. What should
the employee do about the special order? - ✔✔Give the order to another associate to
process, and ask that he follow up with the customer to let her know the order was
placed.
✔✔An associate is helping a customer who has a strong accent and speaks very little
English. The associate barely understands the customer. Which of the following is the
BEST action the associate can take? - ✔✔Ask the customer to please wait, then try to
find an associate who speaks the customer's language.
✔✔Horizon electronics is launching a new all-in-one product. The product can be used
to play music, watch movies, check email, and make phone calls. Because there are so
many features, you know there will be many questions. Your company is advertising a
sale on the product, hoping that customers will buy it from your store rather than online
or at a competitor's store. How should you prepare for the large volume of customers
asking about this product? - ✔✔Test the item on display making sure you can explain
how to use each feature.
✔✔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's BEST
response is: - ✔✔Try to find another sales associate to help one of the customers.
