Customer Service and Sales Exam
Questions & Answers (Grade A+)
A sales associate approaches a customer who is looking at high-end
power tools and referring to content on a smartphone. How can the
associate BEST engage the customer using technology? -
correct answer ✅Assess the customer's knowledge of online
coupons and offer the dates when coupons for tools are usually
published.
What question should sales associates ask themselves when
studying competitors' products and services? -
correct answer ✅Why would I buy my own company's products or
service over a competitors?
Which of the following methods is the BEST way to resolve a
customer complaint? -
correct answer ✅Apologize to the customer that the merchandise
didn't work out and refund the cost according to store policy.
A store is planning a product launch for a new line of eco-friendly
cosmetics that the vendor has been heavily advertising. What is the
BEST way for the sales associate to prepare for the launch? -
correct answer ✅Obtain information from the vendor's
promotional brochures and demonstration videos about cosmetics.
,Customer Service and Sales Exam
Questions & Answers (Grade A+)
Why is it important that sales associates understand written and
multimedia materials that was provided by the company, the
manufacturer, and the suppliers? -
correct answer ✅It helps associates clearly and accurately provide
customers with answers to questions about products.
The store has just introduced a new line of home theater speakers,
and the sales associates have no experience with the brand. What
is the BEST way for the associate to gain knowledge on the new
vendor's product line? -
correct answer ✅Complete all new training and review vendor
supplied information on the features and benefits of the products.
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 the 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?
-
correct answer ✅"I'm sorry that the laptop is not working
properly. Fortunately, the laptop is still under warranty by the
manufacturer. Let me look up the sale and see what we can do for
you."
, Customer Service and Sales Exam
Questions & Answers (Grade A+)
You are ringing up a customer's order when the customer notices
that the price on one of the products was rung up incorrectly. The
customer states that there was a sale sign in front of the product.
You go check to see if there is a sale sign, and find that there is an
old, expired sale sign in front of the product. Which of the following
is the MOST appropriate course of actions? -
correct answer ✅Remove the sale sign, apologize to the customer,
and give the sale price to the customer.
A sales associate completes an online training class for a store's
new phone, but she cannot remember how long it takes to charge
the batteries. What should the sales associate do? -
correct answer ✅Review the online class again.
What is the PRIMARY type of retail training for a sales associate? -
correct answer ✅Product knowledge and company procedure.
A customer is looking for the right food for his dog, who has quit
eating his regular brand. The customer does not have a lot of time
to shop. What should the sales associate do to make the BEST use
of limited time? -
correct answer ✅Ask questions about the dog's age, health,
weight, and exercise regimen, and suggest to the customer try an
appropriate brand.
Questions & Answers (Grade A+)
A sales associate approaches a customer who is looking at high-end
power tools and referring to content on a smartphone. How can the
associate BEST engage the customer using technology? -
correct answer ✅Assess the customer's knowledge of online
coupons and offer the dates when coupons for tools are usually
published.
What question should sales associates ask themselves when
studying competitors' products and services? -
correct answer ✅Why would I buy my own company's products or
service over a competitors?
Which of the following methods is the BEST way to resolve a
customer complaint? -
correct answer ✅Apologize to the customer that the merchandise
didn't work out and refund the cost according to store policy.
A store is planning a product launch for a new line of eco-friendly
cosmetics that the vendor has been heavily advertising. What is the
BEST way for the sales associate to prepare for the launch? -
correct answer ✅Obtain information from the vendor's
promotional brochures and demonstration videos about cosmetics.
,Customer Service and Sales Exam
Questions & Answers (Grade A+)
Why is it important that sales associates understand written and
multimedia materials that was provided by the company, the
manufacturer, and the suppliers? -
correct answer ✅It helps associates clearly and accurately provide
customers with answers to questions about products.
The store has just introduced a new line of home theater speakers,
and the sales associates have no experience with the brand. What
is the BEST way for the associate to gain knowledge on the new
vendor's product line? -
correct answer ✅Complete all new training and review vendor
supplied information on the features and benefits of the products.
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 the 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?
-
correct answer ✅"I'm sorry that the laptop is not working
properly. Fortunately, the laptop is still under warranty by the
manufacturer. Let me look up the sale and see what we can do for
you."
, Customer Service and Sales Exam
Questions & Answers (Grade A+)
You are ringing up a customer's order when the customer notices
that the price on one of the products was rung up incorrectly. The
customer states that there was a sale sign in front of the product.
You go check to see if there is a sale sign, and find that there is an
old, expired sale sign in front of the product. Which of the following
is the MOST appropriate course of actions? -
correct answer ✅Remove the sale sign, apologize to the customer,
and give the sale price to the customer.
A sales associate completes an online training class for a store's
new phone, but she cannot remember how long it takes to charge
the batteries. What should the sales associate do? -
correct answer ✅Review the online class again.
What is the PRIMARY type of retail training for a sales associate? -
correct answer ✅Product knowledge and company procedure.
A customer is looking for the right food for his dog, who has quit
eating his regular brand. The customer does not have a lot of time
to shop. What should the sales associate do to make the BEST use
of limited time? -
correct answer ✅Ask questions about the dog's age, health,
weight, and exercise regimen, and suggest to the customer try an
appropriate brand.
