CUSTOMER SERVICE TEST 100
QUESTIONS AND CORRECT DETAILED
ANSWERS
J
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:
A. Return it to the customer telling him why
B. Ask the customer to leave the store immediately
C. Tear the counterfeit bill up and ask politely for another twenty
D. Note the customer's description and any other identifying information - D
What does shortage refer to?
A. Pricing of products that are lowered to get rid of overstock.
B. Shoplifting, employee theft and inventory errors
C. Delivery of merchandise that is lower than what is on packing slip
D. Putting a smaller amount of inventory on shelves - B
What is a planogram?
A. A visual map that shows shelf height and merchandise and signage placement.
B. A store's floorplan that shows the different departments in that store.
C. A store's floorplan that shows where ads and displays go.
D. A notice that tells employees the advertised specials of the week. - A
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
,D. Acknowledge the customer quickly - C
Susan is working with a customer named Cassandra in the perfume department. Which is the wrong
thing to say about a perfume she has just dabbed on her wrist and smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our number 1 seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit your personality."
C. After Cassandra smells the perfume, Sally says, "I can see you like a fragrance with notes of gardenia in
it."
D. Susan says, "That fragrance smells very nice on you." - B
Mangers who hit sales associates say that they value trail workers for their:
A. willingness to "step back"
B. Capacity to work alone
C. Ability to focus on a single task
D. Composure under pressure - B
Even if your company's return policy restricts what you can do for the customer, you should:
A. Consider alternatives, such as offering a discount coupon or a free sample
B. Agree with him that the product is defective & should be replaced, but tell him that the store won't let
you do anything about it
C. Do what the customer asks; management will have to support your decision
D. Apologize for your store's policy - A
Which of the following might be acceptable techniques for directing a customer to the Customer Service
department?
A. "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with
you, but I can't leave this area unattended at the moment."
B. "You'll have to take this to Customer Service; I can't help you here."
C. "Someone in Customer Service can help you with that; I'll show you the way."
D. Both the 1st & 3rd choices. - D
, Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. jLearn jwho jthe jpotential j"problem jcustomers" jare j- jC
A jcustomer jcalls jand jhas jsome jtechnical jquestions jabout ja jproduct jwith jwhich jyou jare jnot
jcompletely jfamiliar. jYou jshould:
A. jTransfer jhis jcall jto jsomeone jwho jis jknowledgeable jin jthat jarea.
B. jPretend jthat jyou jknow jwhat jyou're jtalking jabout jand jgive jyour jown janswers.
C. jTell jhim jto jcall jback janother jtime.
D. jAsk jhim jwhy jhe jis jbeing jso jinquisitive. j- jA
A jcustomer jcomes jinto jyour jstore jand jyou jgreet jthem. jNow jthat jyou've jmake ja jconnection, jwhat jis
jyour jnext jchallenge?
A. jAsk jhow jmuch jmoney jhe/she jplans jto jspend.
B. jDetermine jexactly jwhat jthe jcustomer jneeds.
C. jAsk jif jhe/she jhas jshopped jin jthe jstore jbefore.
D. jFind jout jhow jmuch jtime jhe/she jhas jto jshop. j- jB
When jsomething jgoes jwrong jor ja jproduct jdoes jnot jperform jas jexpected, jprovide jthe jcustomer jwith
ja jquick jresolution jand:
A. jA jcup jof jcoffee
B. jService jwith ja jsmile
C. jAn jexcuse jfor jthe jproduct's jfailure
D. jGive jthem ja jnew jone jof jthe jsame jproduct j- jB
QUESTIONS AND CORRECT DETAILED
ANSWERS
J
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:
A. Return it to the customer telling him why
B. Ask the customer to leave the store immediately
C. Tear the counterfeit bill up and ask politely for another twenty
D. Note the customer's description and any other identifying information - D
What does shortage refer to?
A. Pricing of products that are lowered to get rid of overstock.
B. Shoplifting, employee theft and inventory errors
C. Delivery of merchandise that is lower than what is on packing slip
D. Putting a smaller amount of inventory on shelves - B
What is a planogram?
A. A visual map that shows shelf height and merchandise and signage placement.
B. A store's floorplan that shows the different departments in that store.
C. A store's floorplan that shows where ads and displays go.
D. A notice that tells employees the advertised specials of the week. - A
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
,D. Acknowledge the customer quickly - C
Susan is working with a customer named Cassandra in the perfume department. Which is the wrong
thing to say about a perfume she has just dabbed on her wrist and smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our number 1 seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit your personality."
C. After Cassandra smells the perfume, Sally says, "I can see you like a fragrance with notes of gardenia in
it."
D. Susan says, "That fragrance smells very nice on you." - B
Mangers who hit sales associates say that they value trail workers for their:
A. willingness to "step back"
B. Capacity to work alone
C. Ability to focus on a single task
D. Composure under pressure - B
Even if your company's return policy restricts what you can do for the customer, you should:
A. Consider alternatives, such as offering a discount coupon or a free sample
B. Agree with him that the product is defective & should be replaced, but tell him that the store won't let
you do anything about it
C. Do what the customer asks; management will have to support your decision
D. Apologize for your store's policy - A
Which of the following might be acceptable techniques for directing a customer to the Customer Service
department?
A. "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with
you, but I can't leave this area unattended at the moment."
B. "You'll have to take this to Customer Service; I can't help you here."
C. "Someone in Customer Service can help you with that; I'll show you the way."
D. Both the 1st & 3rd choices. - D
, Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. jLearn jwho jthe jpotential j"problem jcustomers" jare j- jC
A jcustomer jcalls jand jhas jsome jtechnical jquestions jabout ja jproduct jwith jwhich jyou jare jnot
jcompletely jfamiliar. jYou jshould:
A. jTransfer jhis jcall jto jsomeone jwho jis jknowledgeable jin jthat jarea.
B. jPretend jthat jyou jknow jwhat jyou're jtalking jabout jand jgive jyour jown janswers.
C. jTell jhim jto jcall jback janother jtime.
D. jAsk jhim jwhy jhe jis jbeing jso jinquisitive. j- jA
A jcustomer jcomes jinto jyour jstore jand jyou jgreet jthem. jNow jthat jyou've jmake ja jconnection, jwhat jis
jyour jnext jchallenge?
A. jAsk jhow jmuch jmoney jhe/she jplans jto jspend.
B. jDetermine jexactly jwhat jthe jcustomer jneeds.
C. jAsk jif jhe/she jhas jshopped jin jthe jstore jbefore.
D. jFind jout jhow jmuch jtime jhe/she jhas jto jshop. j- jB
When jsomething jgoes jwrong jor ja jproduct jdoes jnot jperform jas jexpected, jprovide jthe jcustomer jwith
ja jquick jresolution jand:
A. jA jcup jof jcoffee
B. jService jwith ja jsmile
C. jAn jexcuse jfor jthe jproduct's jfailure
D. jGive jthem ja jnew jone jof jthe jsame jproduct j- jB
