Customer Services Test UPDATED Actual
Exam Questions and CORRECT Answers
You are working in a local paint supply store when a customer comes in with a color sample
and asks you to mix paint that will match the color she wants. Although you have received
training using the color mixing machine, which included hands-on experience, you have
never used it on your own with a customer watching. What would be the BEST action to take
to ensure you mix the pain correctly and learn from the experience? - CORRECT
ANSWER✔✔ - Call a co-worker over to assist you by monitoring what you are doing and
offering help if you need it.
Which is the BEST way to communicate the benefits of a product? - CORRECT
ANSWER✔✔ - Share personal experiences about using the product
Customers who spend more than $100 at a toy store will receive 10% off the total purchase.
The cashier rings up items totaling $95 for a customer. The cashier should: - CORRECT
ANSWER✔✔ - Suggest additional items that cost $5 or more.
What should a sales associate do if a customer delivery is delayed? - CORRECT
ANSWER✔✔ - Apologize for the inconvenience and inquire with management about a
resolution.
A customer in a wheelchair tries to enter the store using the handicap access door, which is
located at the rear of the store. The door is locked. The customer rings the bell and no one
answers. A second customer observes the customer in the wheelchair outside and tells the
cashier. What should the cashier do? - CORRECT ANSWER✔✔ - Immediately call
management to open the door for the customer in the wheelchair.
George explains that he can no longer see his computer monitor because he has developed
poor eyesight. He would like to buy a new monitor. What should the sales associate do? -
CORRECT ANSWER✔✔ - Demonstrate the features of monitors that may be suitable
A child runs into a pet shop and goes over to the cage of an $800 puppy. The child says,
Mommy , I want this one! What should the associate do NEXT? - CORRECT ANSWER✔✔
- Smile at the child and ask the mother about her preferences and budget.
, A customer is shopping for a new computer software package and states that the last version
did not meet expectations regarding functionality. What should the sales associate do to help
the customer select the right software. - CORRECT ANSWER✔✔ - Provide hands-on
demonstration of different software packages.
A sales associate in Jewelry is showing a watch to a customer who cannot hear. The customer
communicates through sign language. Which of these would be the MOST appropriate way
to help her? - CORRECT ANSWER✔✔ - Give her the watch and a pen and paper to write
down any questions.
A customer enters a store to return a digital camera and starts off by exclaiming, It sure wasn't
as user-friendly as I was told it would be! Which action taken by the sales associate is MOST
likely to save the sale and ensure that the customer is satisfied? - CORRECT ANSWER✔✔ -
Ask questions to better understand the customer's problem, and then suggest a product that
meets the customer's needs.
After explaining the features and benefits of several digital cameras, your customer has
decided on the model she wishes to purchase. The customer says to you, I'm going to look
around and see if I can find a less expensive one first. You know the camera will be going on
sale at your store in a few days. What should you do? - CORRECT ANSWER✔✔ - Inform
the customer that the items will be going on sale, and ask if you can hod one for her to pick
up during the sale.
A customer has just purchased a box of magic tricks as a birthday gift for a friend's son.
While the associate at the toy store is wrapping the gift, the customer mentions that she is a
bit concerned. She thinks the child may have trouble learning how to perform the magic
tricks because he is just learning to read and the instructions manual may be difficult. What
would be the associate's BEST reply? - CORRECT ANSWER✔✔ - Would you like me to
suggest some other gift items that would be more appropriate for a child who can't read well?
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? - CORRECT ANSWER✔✔ - 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?
Exam Questions and CORRECT Answers
You are working in a local paint supply store when a customer comes in with a color sample
and asks you to mix paint that will match the color she wants. Although you have received
training using the color mixing machine, which included hands-on experience, you have
never used it on your own with a customer watching. What would be the BEST action to take
to ensure you mix the pain correctly and learn from the experience? - CORRECT
ANSWER✔✔ - Call a co-worker over to assist you by monitoring what you are doing and
offering help if you need it.
Which is the BEST way to communicate the benefits of a product? - CORRECT
ANSWER✔✔ - Share personal experiences about using the product
Customers who spend more than $100 at a toy store will receive 10% off the total purchase.
The cashier rings up items totaling $95 for a customer. The cashier should: - CORRECT
ANSWER✔✔ - Suggest additional items that cost $5 or more.
What should a sales associate do if a customer delivery is delayed? - CORRECT
ANSWER✔✔ - Apologize for the inconvenience and inquire with management about a
resolution.
A customer in a wheelchair tries to enter the store using the handicap access door, which is
located at the rear of the store. The door is locked. The customer rings the bell and no one
answers. A second customer observes the customer in the wheelchair outside and tells the
cashier. What should the cashier do? - CORRECT ANSWER✔✔ - Immediately call
management to open the door for the customer in the wheelchair.
George explains that he can no longer see his computer monitor because he has developed
poor eyesight. He would like to buy a new monitor. What should the sales associate do? -
CORRECT ANSWER✔✔ - Demonstrate the features of monitors that may be suitable
A child runs into a pet shop and goes over to the cage of an $800 puppy. The child says,
Mommy , I want this one! What should the associate do NEXT? - CORRECT ANSWER✔✔
- Smile at the child and ask the mother about her preferences and budget.
, A customer is shopping for a new computer software package and states that the last version
did not meet expectations regarding functionality. What should the sales associate do to help
the customer select the right software. - CORRECT ANSWER✔✔ - Provide hands-on
demonstration of different software packages.
A sales associate in Jewelry is showing a watch to a customer who cannot hear. The customer
communicates through sign language. Which of these would be the MOST appropriate way
to help her? - CORRECT ANSWER✔✔ - Give her the watch and a pen and paper to write
down any questions.
A customer enters a store to return a digital camera and starts off by exclaiming, It sure wasn't
as user-friendly as I was told it would be! Which action taken by the sales associate is MOST
likely to save the sale and ensure that the customer is satisfied? - CORRECT ANSWER✔✔ -
Ask questions to better understand the customer's problem, and then suggest a product that
meets the customer's needs.
After explaining the features and benefits of several digital cameras, your customer has
decided on the model she wishes to purchase. The customer says to you, I'm going to look
around and see if I can find a less expensive one first. You know the camera will be going on
sale at your store in a few days. What should you do? - CORRECT ANSWER✔✔ - Inform
the customer that the items will be going on sale, and ask if you can hod one for her to pick
up during the sale.
A customer has just purchased a box of magic tricks as a birthday gift for a friend's son.
While the associate at the toy store is wrapping the gift, the customer mentions that she is a
bit concerned. She thinks the child may have trouble learning how to perform the magic
tricks because he is just learning to read and the instructions manual may be difficult. What
would be the associate's BEST reply? - CORRECT ANSWER✔✔ - Would you like me to
suggest some other gift items that would be more appropriate for a child who can't read well?
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? - CORRECT ANSWER✔✔ - 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?
