INTENSE CUSTOMER SERVICE EXAM REVIEW PT 2
QUESTIONS AND ANSWERS
Horizon Electronics is launching a new all-in-one product. The product can be used to play music, watch
movies, check email, and make phone calls. Because there are so many features, you know there will be
many questions. Your company is advertising a sale on the product, hoping that customers will but it
from your store rather than online or at a competitor's store. How should you prepare for the large
volume of customers asking about this product? - CORRECT ANSWER✅✅✅test the item on display
making sure you can explain how to use each feature
OR
rely on a co-worker to help you answer questions as he just bought the product himself
Which is the most important step a sales associate should take to ensure that a product is working
before demonstrating it to a customer? - CORRECT ANSWER✅✅✅read and understand all the
information about the features being demonstrated so that they can be shown with ease
Which of the following scenarios MOST warrants a follow up call from a sales associate to a customer? -
CORRECT ANSWER✅✅✅A customer did not purchase the extended service plan at the time of
purchase and the manufacturer's warranty is expiring.
After eating a delicious meal at a restaurant, the customers completes a survey card that is on the table.
The customer went on about how great the food and service was during the customers dining
experience. Which of the following describes the benefits of customer contact approach? - CORRECT
ANSWER✅✅✅makes customer feedback easy
A clothing store is selling sweaters and a sales associate notices that a nearby department store is
running a sale on the same brand sweaters for the same price. What is the BEST strategy the associate
can use to make sure the clothing store's sweater still sell? - CORRECT ANSWER✅✅✅Used approved
signage that advertises the sweaters as the stores "everyday lowest price"
What is the first thing a sales associate should do when a customer has a problem with a product? -
CORRECT ANSWER✅✅✅Thank the customer for bringing the problem to the stores attention
, A customer has just entered the showroom at a car dealership. Which of the following comments is
MOST effective for the sales associate in determining the customer's price considerations? - CORRECT
ANSWER✅✅✅I see you are shopping for a new car. What kind of vehicle do you currently drive?
A customer comes into a store to return an item that was purchased online. The Customer states that
the wrong item was received. The sales associate helping the customer has never dealt with this issue
before. Which is the BEST action the associate can take to resolve the problem? - CORRECT
ANSWER✅✅✅Apologize to the customer and call a supervisor for instructions on processing a
prompt exchange for the correct item
Which of the following open ended questions will BEST help a sales associate determine what kind of
television appropriate for a customer looking to purchase a new one? - CORRECT
ANSWER✅✅✅What did you like or dislike about your last television
A customer has decided to use a popular software program to do his own taxes. He comes to a retail
store on Saturday morning to buy the program so that he can complete his taxes over the weekend.
Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the
program in stock but sees that a new supply is expected soon.
What should the associate do to help the customer now? - CORRECT ANSWER✅✅✅call the
competitor and see if it has the program in stock to meet the customer's immediate needs
A customer searching for a shoe in a particular size and asks a sales associate for help. The associate
knows that the size is unavailable because an earlier search revealed that it is out of stock. What is the
MOST appropriate response to the customer's request? - CORRECT ANSWER✅✅✅I will double
check the stock room but I am pretty sure we are sold out. I'd be happy to call our other store to see if
they have it.
What does the technique of asking open ended questions allow a sales associate to accomplish for the
customer? - CORRECT ANSWER✅✅✅A quicker match to the right product
A sales associate from the clothing department is passing by the electronics department and is stopped
by the customer who asks about return policies for televisions. The associate has not been trained on
the electronics department's policies. What is the BEST way for the associate to respond to the
customer's questions? - CORRECT ANSWER✅✅✅Enter the product area with the customer and
locate a sales associate who can answer the question and assist the customer
QUESTIONS AND ANSWERS
Horizon Electronics is launching a new all-in-one product. The product can be used to play music, watch
movies, check email, and make phone calls. Because there are so many features, you know there will be
many questions. Your company is advertising a sale on the product, hoping that customers will but it
from your store rather than online or at a competitor's store. How should you prepare for the large
volume of customers asking about this product? - CORRECT ANSWER✅✅✅test the item on display
making sure you can explain how to use each feature
OR
rely on a co-worker to help you answer questions as he just bought the product himself
Which is the most important step a sales associate should take to ensure that a product is working
before demonstrating it to a customer? - CORRECT ANSWER✅✅✅read and understand all the
information about the features being demonstrated so that they can be shown with ease
Which of the following scenarios MOST warrants a follow up call from a sales associate to a customer? -
CORRECT ANSWER✅✅✅A customer did not purchase the extended service plan at the time of
purchase and the manufacturer's warranty is expiring.
After eating a delicious meal at a restaurant, the customers completes a survey card that is on the table.
The customer went on about how great the food and service was during the customers dining
experience. Which of the following describes the benefits of customer contact approach? - CORRECT
ANSWER✅✅✅makes customer feedback easy
A clothing store is selling sweaters and a sales associate notices that a nearby department store is
running a sale on the same brand sweaters for the same price. What is the BEST strategy the associate
can use to make sure the clothing store's sweater still sell? - CORRECT ANSWER✅✅✅Used approved
signage that advertises the sweaters as the stores "everyday lowest price"
What is the first thing a sales associate should do when a customer has a problem with a product? -
CORRECT ANSWER✅✅✅Thank the customer for bringing the problem to the stores attention
, A customer has just entered the showroom at a car dealership. Which of the following comments is
MOST effective for the sales associate in determining the customer's price considerations? - CORRECT
ANSWER✅✅✅I see you are shopping for a new car. What kind of vehicle do you currently drive?
A customer comes into a store to return an item that was purchased online. The Customer states that
the wrong item was received. The sales associate helping the customer has never dealt with this issue
before. Which is the BEST action the associate can take to resolve the problem? - CORRECT
ANSWER✅✅✅Apologize to the customer and call a supervisor for instructions on processing a
prompt exchange for the correct item
Which of the following open ended questions will BEST help a sales associate determine what kind of
television appropriate for a customer looking to purchase a new one? - CORRECT
ANSWER✅✅✅What did you like or dislike about your last television
A customer has decided to use a popular software program to do his own taxes. He comes to a retail
store on Saturday morning to buy the program so that he can complete his taxes over the weekend.
Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the
program in stock but sees that a new supply is expected soon.
What should the associate do to help the customer now? - CORRECT ANSWER✅✅✅call the
competitor and see if it has the program in stock to meet the customer's immediate needs
A customer searching for a shoe in a particular size and asks a sales associate for help. The associate
knows that the size is unavailable because an earlier search revealed that it is out of stock. What is the
MOST appropriate response to the customer's request? - CORRECT ANSWER✅✅✅I will double
check the stock room but I am pretty sure we are sold out. I'd be happy to call our other store to see if
they have it.
What does the technique of asking open ended questions allow a sales associate to accomplish for the
customer? - CORRECT ANSWER✅✅✅A quicker match to the right product
A sales associate from the clothing department is passing by the electronics department and is stopped
by the customer who asks about return policies for televisions. The associate has not been trained on
the electronics department's policies. What is the BEST way for the associate to respond to the
customer's questions? - CORRECT ANSWER✅✅✅Enter the product area with the customer and
locate a sales associate who can answer the question and assist the customer
