Exam Prep - Customer Service & Sales
Most Recent exam 2026 Questions and
Answers
A client calls to order a bouquet of tulips from a florist. Tulips are out of season,
and the florist will not be able to order them for three months. Which of the
following is the associate's BEST course of action? - Correct answer-Provide
phone numbers of other local florists who might currently carry tulips
A couple enters a store and approaches an associate about buying a china cabinet.
They have some ideas about what they want, but they don't know how much about
china cabinets. They have $1,000 to spend. What should the associate do? - Correct
answer-Determine what the couple wants by asking questions.
A customer appears to be browsing throughout your department. What would be
your BEST approach for this customer? - Correct answer-Welcome him and offer
to serve him when he is ready.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,A customer asks an associate for help choosing a scarf. The customer mentions that
she is allergic to many natural fabrics. The associate will be on duty for only 15
more minutes and is rushing to finish restocking shelves before leaving. Which of
the fol lowing should the associate do NEXT? - Correct answer-Ask the customer
questions to learn which fibers she can use, and then help her find scarves in that
material.
A customer calls a drug store to inquire if a prescription is ready. The associate
asks the customer to hold while checking on the prescription. After the associate
puts the customer on hold and locates the prescription, several customers in the
store approach and ask questions. What should the associate do? - Correct answer-
Acknowledge the in-store customers, and then get back to the customers on hold.
A customer comes into the store looking for a new television. The customer is
requesting the ABC brand which is the most expensive in the store. The customer
has no experience with the other brands you carry but is concerned about the price
of the ABC television. Which would be the BEST action to take? - Correct answer-
Explain that the store carries other brands that are comparable but priced lower.
A customer comes into the store wishing to purchase a particular item. You DO
NOT have the item so you attempt to sell him a similar item. The customer is
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
, committed to buying that one specific item and you can special order it from the
vendor. Why should you order the item? - Correct answer-Special Orders provide
additional service and build customer loyalty.
A customer enters the electronics department and asks an associate about the
features of a television. The associate is new and does not know enough to answer
the customer's questions. How can the associate BEST provide assistance to this
customer? - Correct answer-Ask another associate for help answering the questions
and actively listen to the responses.
A customer enters the housewares department with a printed copy of an online
advertisement for a blender. The customer asks the sales associate where the
blender is located. The associate knows the store is out of stock, but the customer
needs the item today. What is the associate's BEST response? - Correct answer-
“I’m sorry. We are out of stock on that particular blender. We have a variety
of other blenders I can show you that have some of the same features you might
need. How are you planning to use the blender?â€
A customer has decided to use popular software to do his taxes. He comes to a
retail store on Saturday morning to buy the program so he can complete his taxes
over the weekend. Taxes are due by midnight on Monday. The sales associate
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
Most Recent exam 2026 Questions and
Answers
A client calls to order a bouquet of tulips from a florist. Tulips are out of season,
and the florist will not be able to order them for three months. Which of the
following is the associate's BEST course of action? - Correct answer-Provide
phone numbers of other local florists who might currently carry tulips
A couple enters a store and approaches an associate about buying a china cabinet.
They have some ideas about what they want, but they don't know how much about
china cabinets. They have $1,000 to spend. What should the associate do? - Correct
answer-Determine what the couple wants by asking questions.
A customer appears to be browsing throughout your department. What would be
your BEST approach for this customer? - Correct answer-Welcome him and offer
to serve him when he is ready.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,A customer asks an associate for help choosing a scarf. The customer mentions that
she is allergic to many natural fabrics. The associate will be on duty for only 15
more minutes and is rushing to finish restocking shelves before leaving. Which of
the fol lowing should the associate do NEXT? - Correct answer-Ask the customer
questions to learn which fibers she can use, and then help her find scarves in that
material.
A customer calls a drug store to inquire if a prescription is ready. The associate
asks the customer to hold while checking on the prescription. After the associate
puts the customer on hold and locates the prescription, several customers in the
store approach and ask questions. What should the associate do? - Correct answer-
Acknowledge the in-store customers, and then get back to the customers on hold.
A customer comes into the store looking for a new television. The customer is
requesting the ABC brand which is the most expensive in the store. The customer
has no experience with the other brands you carry but is concerned about the price
of the ABC television. Which would be the BEST action to take? - Correct answer-
Explain that the store carries other brands that are comparable but priced lower.
A customer comes into the store wishing to purchase a particular item. You DO
NOT have the item so you attempt to sell him a similar item. The customer is
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
, committed to buying that one specific item and you can special order it from the
vendor. Why should you order the item? - Correct answer-Special Orders provide
additional service and build customer loyalty.
A customer enters the electronics department and asks an associate about the
features of a television. The associate is new and does not know enough to answer
the customer's questions. How can the associate BEST provide assistance to this
customer? - Correct answer-Ask another associate for help answering the questions
and actively listen to the responses.
A customer enters the housewares department with a printed copy of an online
advertisement for a blender. The customer asks the sales associate where the
blender is located. The associate knows the store is out of stock, but the customer
needs the item today. What is the associate's BEST response? - Correct answer-
“I’m sorry. We are out of stock on that particular blender. We have a variety
of other blenders I can show you that have some of the same features you might
need. How are you planning to use the blender?â€
A customer has decided to use popular software to do his taxes. He comes to a
retail store on Saturday morning to buy the program so he can complete his taxes
over the weekend. Taxes are due by midnight on Monday. The sales associate
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
