Summary CUSTOMER SERVICE PRE-SCREEN REVIEW TEST_ANSWERED 2022-23
CUSTOMER SERVICE PRE-SCREEN REVIEW TEST_ANSWERED 2022-23 1. A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associated is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate's best response? 2. A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST? 3. A customer calls and has some technical questions about a product with which you are not completely familiar. You should: 4. A customer comes into your store and you greet them. Now that you've make a connection, what is your next challenge? 5. A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first? 6. A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale? 7. A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should: 8. A customer says, "I think I may be making a mistake here. I do like these pans but they're a gift for my friend, and she doesn't cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase? 9. A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to: 10. A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following? 11. A good reason for creating an opening for discussion is to 12. A new customer comes into your department, but you are helping another customer. You should 13. A person approaches you and tells you of many complaints he has about your department. You should first: 14. A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must 15. According to market research, what percentage of customers is likely to spend more if the sales associate is helpful? 16. Acting as a personal shopper: 17. An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should: 18. As a sales associate, your goal is to: 19. As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do? 20. By becoming an expert at special orders, you may benefit by: 21. Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare? 22. Communication is important! When providing service to a person who is hearing impaired, you should: 23. Creating customer loyalty is rewarding for 24. Customer complaints should be welcomed because they provide an opportunity to: 25. Dominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation? 26. Even if your company's return policy restricts what you can do for the customer, you should: 27. How soon upon a customer's arrival into your store should you, the sales associate, greet the customer? 28. How would you handle a situation where a customer wants a brand that you don't carry? 29. If a customer becomes abusive, you should probably: 30. If a customer walks directly to an item, this may indicate that he 31. If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and: 32. If the customer isn't shopping alone, you can include the rest of the party by 33. If you do not have business cards, you can help the customer remember you by: 34. If you find yourself having to resolve a very difficult issue, you may want to: 35. If your company does not have a manual that describes all the major product warranties, you should: 36. If your company does not supply business cards, you should: 37. If your store does not offer the particular product of service the customer is looking for, your first option should always be to: 38. In preparing a resource list for your customers, you should consider including: 39. In your client record system, you should record: 40. Keeping records about customer preferences: 41. Managers who hire sales associates say that they value retail workers for their: 42. Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty's best response be? 43. One of the most important skills in being a personal shopper is to: 44. Personal shopping services may be appropriate for which of the following customers? 45. Referring a customer to a competitor will likely result in: 46. Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy? 47. Showing respect for a customer's business card means you should: 48. Showing the customer that you and your store stand behind the products and services you sell: 49. Small kindnesses to your customers may include: 50. The best way to talk to a new customer is to 51. The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an item with a price tag of $9.78? 52. The warranty is an excellent tool for you to use to: 53. 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 54. To assist your customers in a personal way, you should become familiar with: 55. To help build customer loyalty, you should: 56. To keep the lines of communication open, the best questions to ask 57. Turn your phone interaction into a loyal customer by: 58. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: 59. Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty? 60. What are the best kinds of questions to ask to a customer to encourage conversation? 61. What is one of the best ways to explain features and benefits to a customer? 62. What is the BEST way for a sales associate to learn about new merchandise that has just come into your store? 63. What question do you ask to get feedback to see if the computer software met expectations of the customer? 64. When acting as a personal shopper, you should: 65. When balancing service between phone customers and those you may already be helping in the store, you should: 66. When customers come to you with complaints, you need to: 67. When customers enlist you as their personal shopper, they probably should expect: 68. When customers request any of the service "extras" your store offers: 69. When customers return merchandise, you should: 70. When fitting the products to the customer, you should 71. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: 72. When the customer presents you with a problem, you should ask 73. When using the T.H.A.N.K.S. method, "K" stands for: 74. When working with customers with disabilities be sure to take your time, be patient, and: 75. When your customer asks you to make an exception to the company policy regarding warranties, you should probably 76. Which of the following are acceptable ways to ask a customer's permission to provide alternatives? 77. Which of the following are appropriate reasons for following up with a customer? 78. Which of the following are examples of open-ended questions? 79. Which of the following are good reasons to ask customers for their business cards? ( 80. Which of the following is not a product benefit for a new sweater? 81. Which of the following is not an example of suggestive selling in a display? 82. Which of the following items would NOT be an appropriate finishing touch to your service? 83. Which of the following might be acceptable techniques for directing a customer to the Customer Service department? 84. Which of the following phrases might be appropriate when discussing clothing size with your customer? 85. Which of the following scenarios shows the proper use of a business card? The Salesperson says, 86. Which of the following statements best describes why a client record system is called a "living" record? 87. Which of the following steps will help you keep commitments to customers? 88. Which of the following would be the best option when trying to find out what a customer wants to buy? 89. Which store offers the best price? Store 1 Store 2 Store 3 Price $27 $27 $30 Discount 10% Warranty 5 year 3 year 4 year 90. You are a car salesman at a new car dealership. A customer is gathering information before making the final decision on her new car. You have suggested the car that seems to be the best choice based on what she has stated when you questioned her. After taking a test drive, the customer decided to continue to look at other car options. What is your best response to her? 91. You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing but you know that there are several benefits that haven't been explained yet, so you decide to bring in your tax returns with the intent to make copies on the copy machine. Which of these is the best thing to do? 92. You are with a customer and completing a sale. The phone rings and you're supposed to answer phone calls within 2 rings. What do you do? 93. You can best determine the customer's needs by gathering information through careful observation and by 94. You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do? 95. You work in a men's store and see a customer looking at a rack of men's suits. What would be the best thing to say as you approach this customer? 96. Your business card or the sales receipt is a good place to make notes for a customer regarding: 97. Your company just received dresses from a new dress designer from China to be sold at your business. These simple dresses can be wrapped on an individual in many ways to create a simple dress, as a top blouse only, or as an "After 5" dressier piece. What should you do as the sales associate before displaying this item for customers to examine? 98. Your Personnel Policy states (1) All Employees can use their 20% discount cards for purchases, (2) Discount cards are non-transferrable, (3) Employees are not allowed to ring up their own purchases, (4) Employees must pay for food purchases before consuming them, and (5) Under no circumstances should employees leave the store with goods that have not been paid for. With that in mind, a cashier at Walbound decides to buy a soda to drink during her break. According to the Personnel Policy, how should the cashier pay for the soda? 99. Your ultimate goal as a sales associate is to
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- January 15, 2023
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customer service pre screen review test
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customer service pre screen review test 2023
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what question do you ask to get feedback to see if the computer software met expectations of the customer
