CUSTOMER SERVICES TEST QUESTIONS AND 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?
Brand - CORRECT ANSWER✅✅✅Function
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?
Brand - CORRECT ANSWER✅✅✅Function
