CUSTOMER SERVICE COMPREHENSIVE EXAM UPDATED
QUESTIONS AND ANSWERS GUARANTEE A+
✔✔Requiring all salespeople to greet customers immediately upon entering the store is
an example of what type of policy?
A. Selling Process
B. Pricing Strategy
C. Return Policy
D. Deliver Policy - ✔✔A
✔✔Your company just received dresses from a new dress designer from China to be
sold at your business. These simple dresses can be wrapped on an individual in many
ways to create a simple dress, as a top blouse only, or as an "After 5" dressier piece.
What should you do as the sales associate before displaying this item for customers to
examine?
A. Photocopy an illustration to show the different ways it can be worn
B. Try on the dress and learn the multiple ways it can be used in order to better show
customers how to wear it
C. Check for an inspection sticker on either the merchandise or packaging to ensure
that the clothing meets U.S. guidelines
D. Safely unpack the merchandise to minimize damage from handling before displaying
it. - ✔✔B
✔✔Finding the cost of an item when there is sales tax rate. For example. lets say the
sales tax rate is 9.5% and the go price is $9.78 - ✔✔1st Step: 9. = 0.095
2nd Step: 0.095 x (og price) 9.78
3rd Step: You know have 0.9291 (amount of sales taxes)
4th Step: (og price) 9.78 + 0.9291 = $10.091 = $10.71
That is what the total would be including the sales tax from an item.
✔✔There are two basics needed to ensure that a customer has a pleasant experience
when he comes to your store. Those basics are:
A. An enjoyable atmosphere and quality customer service
B. Free coffee and doughnuts and a clean restroom
C. Sales associates who look snazzy and take turns helping customers
D. Good inventory and easy checkout - ✔✔A
✔✔Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
,C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby's needs
E. All of the above - ✔✔E
✔✔What is one of the BEST ways to prevent shoplifting?
A. Lock up expensive merchandise.
B. Acknowledge and greet all customers in a friendly manner as they enter the store.
C. Put security cameras in plain view of the customer.
D. Use mirrors that make aisles visible to the cashier. - ✔✔B
✔✔Warranties provide repair and/or maintenance for a specific time for a car, home, or
major appliance and is included in the price of the product (usually provided by the
manufacturer). What is the purpose of this warranty?
A. A promise to stand behind the product.
B. To show it isn't the best quality so you need a warranty
C. A promise to replace the product no matter what happens.
D. To prove you will not need a warranty. - ✔✔A
✔✔Misty is selling a new washer-dryer combo to a customer. The customer wants the
new set installed at his home, but the store does not offer installation services. What
would Misty's best response be?
A. We do not offer installation services, but I will give you the number of a company that
will come install the set for you.
B. We offer installation on some items, but washers and dryers are not included.
C. Unfortunately, we do not install washers/dryers. I can show you exactly what you
need to do to install yours.
D. I am sorry for the misunderstanding, but we do not install these items. - ✔✔C
✔✔A retail associate sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must
A. Secure the area and report the situation to management
B. Call the custodian for assistance
C. Do a temporary cleanup as best he/she can
D. Nothing; maintenance will clean it up - ✔✔A
✔✔If a customer walks directly to an item, this may indicate that he:
A. Knows what he wants and would probably appreciate quick, efficient service
B. Just wants to look at the item and has no interest in buying
C. Is in a hurry and doesn't want any attention from you
D. Is looking for the least expensive brand - ✔✔A
, ✔✔Your ultimate goal as a sales associate is to:
A. Meet your quota each month
B. Provide service to as many customers as you can
C. Satisfy the custom
D. Be the top sales associate in your department - ✔✔C
✔✔Which of the following phrases might be appropriate when discussing clothing size
with your customer?
A. You look to be about a size XX.
B. Have you worn this brand before? What size was most comfortable for you?
C. How big are you?
D. You wear a bigger size on the bottom than on the top. - ✔✔B
✔✔How would you handle a situation where a customer wants a brand that you don't
carry?
A. Convince him that your brands are better
B. Get permission from him to show the items you do have that meet his needs
C. Tell him that he won't find anything better than what you have
D. Smile and listen politely, but don't tell him you don't have his brand; show him your
items anyway
D. Tell him you don't carry that brand then excuse yourself to serve someone else -
✔✔B
✔✔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?
A. "This blender is out of stock. I know you want to take it home today, but if you can
wait, I can try calling some other stores and have it shipped to you within a week."
B. "I know you like this blender, but I don't think it's as easy to clean as this other model
over here. We are out of the model you want anyway, so maybe you want to try this
one? It's on sale today too."
C. "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 ot use the blender?"
D. "We are unfortunately out of stock on th - ✔✔C
✔✔An irate customer calls demanding a credit after making a full-price purchase the
day before a sale. The responding sales associate explains that the store's policy on
returns and exchanges only allows credits to be given in the store, and it does not allow
QUESTIONS AND ANSWERS GUARANTEE A+
✔✔Requiring all salespeople to greet customers immediately upon entering the store is
an example of what type of policy?
A. Selling Process
B. Pricing Strategy
C. Return Policy
D. Deliver Policy - ✔✔A
✔✔Your company just received dresses from a new dress designer from China to be
sold at your business. These simple dresses can be wrapped on an individual in many
ways to create a simple dress, as a top blouse only, or as an "After 5" dressier piece.
What should you do as the sales associate before displaying this item for customers to
examine?
A. Photocopy an illustration to show the different ways it can be worn
B. Try on the dress and learn the multiple ways it can be used in order to better show
customers how to wear it
C. Check for an inspection sticker on either the merchandise or packaging to ensure
that the clothing meets U.S. guidelines
D. Safely unpack the merchandise to minimize damage from handling before displaying
it. - ✔✔B
✔✔Finding the cost of an item when there is sales tax rate. For example. lets say the
sales tax rate is 9.5% and the go price is $9.78 - ✔✔1st Step: 9. = 0.095
2nd Step: 0.095 x (og price) 9.78
3rd Step: You know have 0.9291 (amount of sales taxes)
4th Step: (og price) 9.78 + 0.9291 = $10.091 = $10.71
That is what the total would be including the sales tax from an item.
✔✔There are two basics needed to ensure that a customer has a pleasant experience
when he comes to your store. Those basics are:
A. An enjoyable atmosphere and quality customer service
B. Free coffee and doughnuts and a clean restroom
C. Sales associates who look snazzy and take turns helping customers
D. Good inventory and easy checkout - ✔✔A
✔✔Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
,C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby's needs
E. All of the above - ✔✔E
✔✔What is one of the BEST ways to prevent shoplifting?
A. Lock up expensive merchandise.
B. Acknowledge and greet all customers in a friendly manner as they enter the store.
C. Put security cameras in plain view of the customer.
D. Use mirrors that make aisles visible to the cashier. - ✔✔B
✔✔Warranties provide repair and/or maintenance for a specific time for a car, home, or
major appliance and is included in the price of the product (usually provided by the
manufacturer). What is the purpose of this warranty?
A. A promise to stand behind the product.
B. To show it isn't the best quality so you need a warranty
C. A promise to replace the product no matter what happens.
D. To prove you will not need a warranty. - ✔✔A
✔✔Misty is selling a new washer-dryer combo to a customer. The customer wants the
new set installed at his home, but the store does not offer installation services. What
would Misty's best response be?
A. We do not offer installation services, but I will give you the number of a company that
will come install the set for you.
B. We offer installation on some items, but washers and dryers are not included.
C. Unfortunately, we do not install washers/dryers. I can show you exactly what you
need to do to install yours.
D. I am sorry for the misunderstanding, but we do not install these items. - ✔✔C
✔✔A retail associate sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must
A. Secure the area and report the situation to management
B. Call the custodian for assistance
C. Do a temporary cleanup as best he/she can
D. Nothing; maintenance will clean it up - ✔✔A
✔✔If a customer walks directly to an item, this may indicate that he:
A. Knows what he wants and would probably appreciate quick, efficient service
B. Just wants to look at the item and has no interest in buying
C. Is in a hurry and doesn't want any attention from you
D. Is looking for the least expensive brand - ✔✔A
, ✔✔Your ultimate goal as a sales associate is to:
A. Meet your quota each month
B. Provide service to as many customers as you can
C. Satisfy the custom
D. Be the top sales associate in your department - ✔✔C
✔✔Which of the following phrases might be appropriate when discussing clothing size
with your customer?
A. You look to be about a size XX.
B. Have you worn this brand before? What size was most comfortable for you?
C. How big are you?
D. You wear a bigger size on the bottom than on the top. - ✔✔B
✔✔How would you handle a situation where a customer wants a brand that you don't
carry?
A. Convince him that your brands are better
B. Get permission from him to show the items you do have that meet his needs
C. Tell him that he won't find anything better than what you have
D. Smile and listen politely, but don't tell him you don't have his brand; show him your
items anyway
D. Tell him you don't carry that brand then excuse yourself to serve someone else -
✔✔B
✔✔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?
A. "This blender is out of stock. I know you want to take it home today, but if you can
wait, I can try calling some other stores and have it shipped to you within a week."
B. "I know you like this blender, but I don't think it's as easy to clean as this other model
over here. We are out of the model you want anyway, so maybe you want to try this
one? It's on sale today too."
C. "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 ot use the blender?"
D. "We are unfortunately out of stock on th - ✔✔C
✔✔An irate customer calls demanding a credit after making a full-price purchase the
day before a sale. The responding sales associate explains that the store's policy on
returns and exchanges only allows credits to be given in the store, and it does not allow
