CUSTOMER SERVICE 2026 CORE EXAM TEST QUESTIONS
AND ANSWERS GUARANTEE A+
✔✔A store adopts the following return policy:
"Holiday Return Policy: All electronics regularly have a 14-day return policy; however,
any electronics purchased between November 22 and December 24 may be returned
until January 12 or as regular policy allows, whichever is later. All electronics purchased
on or after December 26 will be subject to our existing return policy. All other terms and
conditions of our return policy apply."
A customer comes into the store on January 15 and wants to return a printer that was
purchased during a store sale on December 15. Under the stated policy, should a sales
associate accept the item - ✔✔No, because it is not within the stated time period for
return.
✔✔Why is it important for sales associates to test or sample the products they will be
selling? - ✔✔Customers are likely to ask questions about the products.
✔✔Customers who spend more than $100 at a toy store will receive 10% off the total
purchase. The cashier rings up the items totaling $95 for a customer. The cashier
should - ✔✔Suggest an additional item that costs $5 or more.
✔✔When is it appropriate for sales associates to call the manager for assistance with a
customer? - ✔✔When there is a problem resolving the customer's complaint
✔✔Two passengers are arguing that they have the same seat on an airplane flight.
What should the flight attendant do FIRST? - ✔✔Listen to the passengers explain the
problem and ask to see their tickets.
✔✔Which is the BEST way to determine a customer's expectations of a product? -
✔✔Listen carefully to the customer and respond with focusing questions.
✔✔Why is a customer's complaint helpful to a retailer? - ✔✔It provides feedback that
can help lead to improvements in its products, service, or policies.
✔✔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? - ✔✔"I'm sorry that the
laptop is not working properly. Fortunately, the laptop is still under warranty by the
manufacturer. Let me look up the sale and see what we can do to help you."
, ✔✔Which is the BEST way to communicate the benefits of a product - ✔✔Share
personal experiences about using the product.
✔✔An employee of a small company has duties that include answering phones and
selling. A customer calls with a question that the employee cannot answer. What should
the employee do? - ✔✔Offer the customer a choice of holding while he finds the answer
or receiving a call-back.
✔✔Four stores advertise a sale on shirts. Which of the following sales is the BEST price
per shirt? - ✔✔4 shirts for $48
✔✔A sales associate notices that a customer is looking at a high-end bag. The
associate approaches her and she says, "I love the bag, but it's just to expensive." What
should the sales associate do? - ✔✔Ask questions to see if similar item could meet her
needs.
✔✔The department has been busy all day, and only one sales associate is on duty.
Marlene is a customer who uses a wheelchair, and she asks the associate to help her
find a blouse for a special occasion. Meanwhile, several customers are waiting at the
register. What should the associate do after acknowledging the other customers? -
✔✔Ask the customer in the wheelchair to wait for a moment, page the manager for
assistance, then ring the other cutomers.
✔✔As a sales associate, what is the MOST important reason to understand and be
aware of their promotions? - ✔✔To be prepared to answer customers' questions
✔✔A sales associate is helping one customer when another customer comes to the
counter. What should the associate do? - ✔✔Acknowledge the new customer, but
complete the current transaction
✔✔Which answer BEST describes when a sales associate knows all of the information
needed to successfully sell a product in a store? - ✔✔The sales associate can
confidently and intelligently answer all the customer's questions about a product and
solve routine problems with the product
✔✔When should a customer be acknowledged - ✔✔Within the first 30 seconds of
walking into the store.
✔✔A customer placed a special order for floor tile with your company and was told his
order would be ready in a week. Two weeks have gone by and the customer calls,
asking about his order. Which of the following should you do? - ✔✔Apologize to the
customer, get the order information, and follow up on the order.
AND ANSWERS GUARANTEE A+
✔✔A store adopts the following return policy:
"Holiday Return Policy: All electronics regularly have a 14-day return policy; however,
any electronics purchased between November 22 and December 24 may be returned
until January 12 or as regular policy allows, whichever is later. All electronics purchased
on or after December 26 will be subject to our existing return policy. All other terms and
conditions of our return policy apply."
A customer comes into the store on January 15 and wants to return a printer that was
purchased during a store sale on December 15. Under the stated policy, should a sales
associate accept the item - ✔✔No, because it is not within the stated time period for
return.
✔✔Why is it important for sales associates to test or sample the products they will be
selling? - ✔✔Customers are likely to ask questions about the products.
✔✔Customers who spend more than $100 at a toy store will receive 10% off the total
purchase. The cashier rings up the items totaling $95 for a customer. The cashier
should - ✔✔Suggest an additional item that costs $5 or more.
✔✔When is it appropriate for sales associates to call the manager for assistance with a
customer? - ✔✔When there is a problem resolving the customer's complaint
✔✔Two passengers are arguing that they have the same seat on an airplane flight.
What should the flight attendant do FIRST? - ✔✔Listen to the passengers explain the
problem and ask to see their tickets.
✔✔Which is the BEST way to determine a customer's expectations of a product? -
✔✔Listen carefully to the customer and respond with focusing questions.
✔✔Why is a customer's complaint helpful to a retailer? - ✔✔It provides feedback that
can help lead to improvements in its products, service, or policies.
✔✔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? - ✔✔"I'm sorry that the
laptop is not working properly. Fortunately, the laptop is still under warranty by the
manufacturer. Let me look up the sale and see what we can do to help you."
, ✔✔Which is the BEST way to communicate the benefits of a product - ✔✔Share
personal experiences about using the product.
✔✔An employee of a small company has duties that include answering phones and
selling. A customer calls with a question that the employee cannot answer. What should
the employee do? - ✔✔Offer the customer a choice of holding while he finds the answer
or receiving a call-back.
✔✔Four stores advertise a sale on shirts. Which of the following sales is the BEST price
per shirt? - ✔✔4 shirts for $48
✔✔A sales associate notices that a customer is looking at a high-end bag. The
associate approaches her and she says, "I love the bag, but it's just to expensive." What
should the sales associate do? - ✔✔Ask questions to see if similar item could meet her
needs.
✔✔The department has been busy all day, and only one sales associate is on duty.
Marlene is a customer who uses a wheelchair, and she asks the associate to help her
find a blouse for a special occasion. Meanwhile, several customers are waiting at the
register. What should the associate do after acknowledging the other customers? -
✔✔Ask the customer in the wheelchair to wait for a moment, page the manager for
assistance, then ring the other cutomers.
✔✔As a sales associate, what is the MOST important reason to understand and be
aware of their promotions? - ✔✔To be prepared to answer customers' questions
✔✔A sales associate is helping one customer when another customer comes to the
counter. What should the associate do? - ✔✔Acknowledge the new customer, but
complete the current transaction
✔✔Which answer BEST describes when a sales associate knows all of the information
needed to successfully sell a product in a store? - ✔✔The sales associate can
confidently and intelligently answer all the customer's questions about a product and
solve routine problems with the product
✔✔When should a customer be acknowledged - ✔✔Within the first 30 seconds of
walking into the store.
✔✔A customer placed a special order for floor tile with your company and was told his
order would be ready in a week. Two weeks have gone by and the customer calls,
asking about his order. Which of the following should you do? - ✔✔Apologize to the
customer, get the order information, and follow up on the order.
