INTENSE CUSTOMER SERVICE EXAM REVIEW PT. 1
QUESTIONS AND ANSWERS
You are a customer service associate at a health insurance company. A customer calls and is angry
because your company will not cover the cost of a medical test her doctor requires. She insists on
speaking with the president of your company. What should you do to assist the customer? - CORRECT
ANSWER✅✅✅Empathize with customer, offer her choices and close the conversation positively
The store just introduced a new line of home theater speakers and the sales associates have no
experience with that brand. What is the BEST way for the associates 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.
What is the most important information a sales associate should look for when studying the store's
competition? - CORRECT ANSWER✅✅✅Product details and specifications offered by the competing
store such as brand, price, size and warranty
Two food processors are in the same price range and have similar features. What should a sales
associate do to help a customer make a decision between the two products? - CORRECT
ANSWER✅✅✅Compares the instruction manuals for each processor in order to clearly explain how
it operates
A customer who is going on a camping trip the next day would like to see a new line of high definition
binoculars. Having just sold the last pair, how should the sales associate proceed? - CORRECT
ANSWER✅✅✅refer the customer to another store
Your store policy is _________provide refunds for a sale or personalized items. What is the BEST way to
ensure that customers are made aware of this policy? - CORRECT ANSWER✅✅✅Inform customers
of the store's refund policy as part of the checkout process
A customer is interested in purchasing a washer and dryer. The customer requires weekend delivery
appointment and also mentions needing the set immediately. What is the BEST way for the sales
associate to communicate with the delivery department to determine if the customer's needs can be
satisfied? - CORRECT ANSWER✅✅✅Provide the model numbers of the items the customer wants
and the customer's address and determine if delivery is possible this weekend.
, What are the BEST steps to take if a customer's expectations are not met? - CORRECT
ANSWER✅✅✅Listen, acknowledge the problem, ask questions and determine a solution the
customer and the store can agree to.
A new cashier is working the register alone for the first time when a customer asks to write a check for
$20over the purchase total. The cashier is not familiar with the policy. What should she do? - CORRECT
ANSWER✅✅✅Ask a fellow associate to confirm the policy
A store is promoting a $50 rebate on the purchase of any DVD player that costs more than $150. A
customer says she does not understand rebates. Which of following BEST describes this rebate offer? -
CORRECT ANSWER✅✅✅The customer will receive a check for $50 after submitting proof of
purchase verification
A sales associate sold a customer and expensive winter fur coat two seasons ago. The sales included free
cleaning, alterations, and repairs. IN checking the customer records, the sales associate discovers that
the customer has not brought her coat in for cleaning since she purchased it. What should the sales
associate do? - CORRECT ANSWER✅✅✅Call the customer to remind her that she is entitled to free
cleaning and other services
A customer is returning an electric screwdriver, stating that it failed to work properly when used during
a project that sales associate knows the item was not designed for. After apologizing to the customer
what is the BEST way for the sales associate to resolve the issue and save the sale? - CORRECT
ANSWER✅✅✅Explain the features and benefits of an upgraded, more appropriate model and offer
to make and exchange.
As a sales associate what is the BEST course of action to take when a customer asks a question you
cannot answer? - CORRECT ANSWER✅✅✅Explain that you do not know the answer but that you will
find out the answer from a supervisor or co-worker
What is the BEST way to service a customer who is shopping with a group of friends? - CORRECT
ANSWER✅✅✅Provide quality service to all in attendance
QUESTIONS AND ANSWERS
You are a customer service associate at a health insurance company. A customer calls and is angry
because your company will not cover the cost of a medical test her doctor requires. She insists on
speaking with the president of your company. What should you do to assist the customer? - CORRECT
ANSWER✅✅✅Empathize with customer, offer her choices and close the conversation positively
The store just introduced a new line of home theater speakers and the sales associates have no
experience with that brand. What is the BEST way for the associates 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.
What is the most important information a sales associate should look for when studying the store's
competition? - CORRECT ANSWER✅✅✅Product details and specifications offered by the competing
store such as brand, price, size and warranty
Two food processors are in the same price range and have similar features. What should a sales
associate do to help a customer make a decision between the two products? - CORRECT
ANSWER✅✅✅Compares the instruction manuals for each processor in order to clearly explain how
it operates
A customer who is going on a camping trip the next day would like to see a new line of high definition
binoculars. Having just sold the last pair, how should the sales associate proceed? - CORRECT
ANSWER✅✅✅refer the customer to another store
Your store policy is _________provide refunds for a sale or personalized items. What is the BEST way to
ensure that customers are made aware of this policy? - CORRECT ANSWER✅✅✅Inform customers
of the store's refund policy as part of the checkout process
A customer is interested in purchasing a washer and dryer. The customer requires weekend delivery
appointment and also mentions needing the set immediately. What is the BEST way for the sales
associate to communicate with the delivery department to determine if the customer's needs can be
satisfied? - CORRECT ANSWER✅✅✅Provide the model numbers of the items the customer wants
and the customer's address and determine if delivery is possible this weekend.
, What are the BEST steps to take if a customer's expectations are not met? - CORRECT
ANSWER✅✅✅Listen, acknowledge the problem, ask questions and determine a solution the
customer and the store can agree to.
A new cashier is working the register alone for the first time when a customer asks to write a check for
$20over the purchase total. The cashier is not familiar with the policy. What should she do? - CORRECT
ANSWER✅✅✅Ask a fellow associate to confirm the policy
A store is promoting a $50 rebate on the purchase of any DVD player that costs more than $150. A
customer says she does not understand rebates. Which of following BEST describes this rebate offer? -
CORRECT ANSWER✅✅✅The customer will receive a check for $50 after submitting proof of
purchase verification
A sales associate sold a customer and expensive winter fur coat two seasons ago. The sales included free
cleaning, alterations, and repairs. IN checking the customer records, the sales associate discovers that
the customer has not brought her coat in for cleaning since she purchased it. What should the sales
associate do? - CORRECT ANSWER✅✅✅Call the customer to remind her that she is entitled to free
cleaning and other services
A customer is returning an electric screwdriver, stating that it failed to work properly when used during
a project that sales associate knows the item was not designed for. After apologizing to the customer
what is the BEST way for the sales associate to resolve the issue and save the sale? - CORRECT
ANSWER✅✅✅Explain the features and benefits of an upgraded, more appropriate model and offer
to make and exchange.
As a sales associate what is the BEST course of action to take when a customer asks a question you
cannot answer? - CORRECT ANSWER✅✅✅Explain that you do not know the answer but that you will
find out the answer from a supervisor or co-worker
What is the BEST way to service a customer who is shopping with a group of friends? - CORRECT
ANSWER✅✅✅Provide quality service to all in attendance
