Aipmm Exam Prep - Customer Service &
Sales Questions And Answers 100%
Correct Rated A+
1. A client calls to order a bouquet of tulips, but they are out of season. The
florist will not be able to order them for three months. What should the
associate do?
Answer: Provide phone numbers of other local florists who might currently
carry tulips.
2. A couple enters a store and is looking for a china cabinet but doesn’t know
much about them. They have $1,000 to spend. What should the associate do?
Answer: Determine what the couple wants by asking questions.
3. A customer is browsing through your department. What would be your
BEST approach for this customer?
Answer: Welcome them and offer to assist when they are ready.
4. A customer asks for help choosing a scarf but mentions she’s allergic to
many natural fabrics. The associate is about to leave but has 15 minutes left.
What should the associate do next?
Answer: Ask the customer questions to understand which fibers she can
tolerate, then help her find scarves in those materials.
5. A customer calls a drug store to inquire if a prescription is ready. The
associate asks the customer to hold while checking. Afterward, other
customers in the store need attention. What should the associate do?
, Answer: Acknowledge the in-store customers first, then return to the
customer on hold.
6. A customer wants a particular television brand that is the most expensive in
the store but is concerned about the price. What should the associate do?
Answer: Explain that the store offers other brands that are comparable but
priced lower.
7. A customer is committed to buying a specific item that is out of stock, and
the associate offers to special order it. Why should the associate proceed with
the special order?
Answer: Special orders provide additional service and help build customer
loyalty.
8. A customer enters the electronics department and asks about a television’s
features, but the associate is new and doesn’t know enough to answer. What
should the associate do?
Answer: Ask another associate for help and listen actively to their
responses.
9. A customer shows an online advertisement for a blender but the store is out
of stock. What should the associate do?
Answer: Apologize and suggest similar blenders with the same features.
Ask how the customer plans to use the blender.
10. A customer wants to buy tax software but the store is out of stock, though
a new shipment is expected soon. What should the associate do to assist the
customer?
Answer: Ask what features the customer likes about the software and
suggest another program that fits their needs.
Sales Questions And Answers 100%
Correct Rated A+
1. A client calls to order a bouquet of tulips, but they are out of season. The
florist will not be able to order them for three months. What should the
associate do?
Answer: Provide phone numbers of other local florists who might currently
carry tulips.
2. A couple enters a store and is looking for a china cabinet but doesn’t know
much about them. They have $1,000 to spend. What should the associate do?
Answer: Determine what the couple wants by asking questions.
3. A customer is browsing through your department. What would be your
BEST approach for this customer?
Answer: Welcome them and offer to assist when they are ready.
4. A customer asks for help choosing a scarf but mentions she’s allergic to
many natural fabrics. The associate is about to leave but has 15 minutes left.
What should the associate do next?
Answer: Ask the customer questions to understand which fibers she can
tolerate, then help her find scarves in those materials.
5. A customer calls a drug store to inquire if a prescription is ready. The
associate asks the customer to hold while checking. Afterward, other
customers in the store need attention. What should the associate do?
, Answer: Acknowledge the in-store customers first, then return to the
customer on hold.
6. A customer wants a particular television brand that is the most expensive in
the store but is concerned about the price. What should the associate do?
Answer: Explain that the store offers other brands that are comparable but
priced lower.
7. A customer is committed to buying a specific item that is out of stock, and
the associate offers to special order it. Why should the associate proceed with
the special order?
Answer: Special orders provide additional service and help build customer
loyalty.
8. A customer enters the electronics department and asks about a television’s
features, but the associate is new and doesn’t know enough to answer. What
should the associate do?
Answer: Ask another associate for help and listen actively to their
responses.
9. A customer shows an online advertisement for a blender but the store is out
of stock. What should the associate do?
Answer: Apologize and suggest similar blenders with the same features.
Ask how the customer plans to use the blender.
10. A customer wants to buy tax software but the store is out of stock, though
a new shipment is expected soon. What should the associate do to assist the
customer?
Answer: Ask what features the customer likes about the software and
suggest another program that fits their needs.
