CUSTOMER SERVICE TEST 100 QUESTIONS AND
ANSWERS
A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you
notice that 1 of the twenty-dollar bills is counterfeit. You should:
A. Return it to the customer telling him why
B. Ask the customer to leave the store immediately
C. Tear the counterfeit bill up and ask politely for another twenty
D. Note the customer's description and any other identifying information - Answers- D
What does shortage refer to?
A. Pricing of products that are lowered to get rid of overstock.
B. Shoplifting, employee theft and inventory errors
C. Delivery of merchandise that is lower than what is on packing slip
D. Putting a smaller amount of inventory on shelves - Answers- B
What is a planogram?
A. A visual map that shows shelf height and merchandise and signage placement.
B. A store's floorplan that shows the different departments in that store.
C. A store's floorplan that shows where ads and displays go.
D. A notice that tells employees the advertised specials of the week. - Answers- A
Mangers who hit sales associates say that they value trail workers for their:
A. willingness to "step back"
B. Capacity to work alone
C. Ability to focus on a single task
D. Composure under pressure - Answers- B
Even if your company's return policy restricts what you can do for the customer, you
should:
A. Consider alternatives, such as offering a discount coupon or a free sample
B. Agree with him that the product is defective & should be replaced, but tell him that the
store won't let you do anything about it
C. Do what the customer asks; management will have to support your decision
D. Apologize for your store's policy - Answers- A
Which of the following might be acceptable techniques for directing a customer to the
Customer Service department?
,A. "Customer service is on the third floor; take the elevator and turn right when you get
off. I'd go with you, but I can't leave this area unattended at the moment."
B. "You'll have to take this to Customer Service; I can't help you here."
C. "Someone in Customer Service can help you with that; I'll show you the way."
D. Both the 1st & 3rd choices. - Answers- D
Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential "problem customers" are - Answers- C
A customer calls and has some technical questions about a product with which you are
not completely familiar. You should:
A. Transfer his call to someone who is knowledgeable in that area.
B. Pretend that you know what you're talking about and give your own answers.
C. Tell him to call back another time.
D. Ask him why he is being so inquisitive. - Answers- A
A customer comes into your store and you greet them. Now that you've make a
connection, what is your next challenge?
A. Ask how much money he/she plans to spend.
B. Determine exactly what the customer needs.
C. Ask if he/she has shopped in the store before.
D. Find out how much time he/she has to shop. - Answers- B
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
D. Acknowledge the customer quickly - Answers- C
Susan is working with a customer named Cassandra in the perfume department. Which
is the wrong thing to say about a perfume she has just dabbed on her wrist and
smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our number 1
seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit
your personality."
C. After Cassandra smells the perfume, Sally says, "I can see you like a fragrance with
notes of gardenia in it."
, D. Susan says, "That fragrance smells very nice on you." - Answers- B
When something goes wrong or a product does not perform as expected, provide the
customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product's failure
D. Give them a new one of the same product - Answers- B
A customer approaches the service desk with a toy doll. She says that she bought the
doll for her niece's birthday a month ago and that the doll no longer speaks. Which of
these should the associate say FIRST?
A. Are you sure that you bought this doll at this store? Do you have your receipt?
B. We've had a lot of complaints about this doll. You might want to contact the
manufacturer.
C. We've never had any complaints about this doll before. What do you think your niece
did to it?
D. With this kind of toy, it's always best to check the batteries first. Let me check them
for you. - Answers- D
An irate caller reaches you and starts berating your company's service on a particular
product that has been controversial. You should:
A. Completely avoid talking about the specific product and change the topic.
B. Listen carefully to the caller, take their number, and promise to get the appropriate
person to call back to resolve any issues.
C. Take the offensive when a caller brings up the controversial subject and try to
convince the caller that they are mistaken.
D. Tell the caller that the company is aware of the problem and is taking steps to fix it.
E. Just listen - you can't please everyone. - Answers- B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don't want them to come back
again
D. Send them to the service counter to wait for a customer service rep - Answers- B
You are with a customer and completing a sale. The phone rings and you're supposed
to answer phone calls within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if you can call him/her back.
ANSWERS
A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you
notice that 1 of the twenty-dollar bills is counterfeit. You should:
A. Return it to the customer telling him why
B. Ask the customer to leave the store immediately
C. Tear the counterfeit bill up and ask politely for another twenty
D. Note the customer's description and any other identifying information - Answers- D
What does shortage refer to?
A. Pricing of products that are lowered to get rid of overstock.
B. Shoplifting, employee theft and inventory errors
C. Delivery of merchandise that is lower than what is on packing slip
D. Putting a smaller amount of inventory on shelves - Answers- B
What is a planogram?
A. A visual map that shows shelf height and merchandise and signage placement.
B. A store's floorplan that shows the different departments in that store.
C. A store's floorplan that shows where ads and displays go.
D. A notice that tells employees the advertised specials of the week. - Answers- A
Mangers who hit sales associates say that they value trail workers for their:
A. willingness to "step back"
B. Capacity to work alone
C. Ability to focus on a single task
D. Composure under pressure - Answers- B
Even if your company's return policy restricts what you can do for the customer, you
should:
A. Consider alternatives, such as offering a discount coupon or a free sample
B. Agree with him that the product is defective & should be replaced, but tell him that the
store won't let you do anything about it
C. Do what the customer asks; management will have to support your decision
D. Apologize for your store's policy - Answers- A
Which of the following might be acceptable techniques for directing a customer to the
Customer Service department?
,A. "Customer service is on the third floor; take the elevator and turn right when you get
off. I'd go with you, but I can't leave this area unattended at the moment."
B. "You'll have to take this to Customer Service; I can't help you here."
C. "Someone in Customer Service can help you with that; I'll show you the way."
D. Both the 1st & 3rd choices. - Answers- D
Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential "problem customers" are - Answers- C
A customer calls and has some technical questions about a product with which you are
not completely familiar. You should:
A. Transfer his call to someone who is knowledgeable in that area.
B. Pretend that you know what you're talking about and give your own answers.
C. Tell him to call back another time.
D. Ask him why he is being so inquisitive. - Answers- A
A customer comes into your store and you greet them. Now that you've make a
connection, what is your next challenge?
A. Ask how much money he/she plans to spend.
B. Determine exactly what the customer needs.
C. Ask if he/she has shopped in the store before.
D. Find out how much time he/she has to shop. - Answers- B
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
D. Acknowledge the customer quickly - Answers- C
Susan is working with a customer named Cassandra in the perfume department. Which
is the wrong thing to say about a perfume she has just dabbed on her wrist and
smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our number 1
seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit
your personality."
C. After Cassandra smells the perfume, Sally says, "I can see you like a fragrance with
notes of gardenia in it."
, D. Susan says, "That fragrance smells very nice on you." - Answers- B
When something goes wrong or a product does not perform as expected, provide the
customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product's failure
D. Give them a new one of the same product - Answers- B
A customer approaches the service desk with a toy doll. She says that she bought the
doll for her niece's birthday a month ago and that the doll no longer speaks. Which of
these should the associate say FIRST?
A. Are you sure that you bought this doll at this store? Do you have your receipt?
B. We've had a lot of complaints about this doll. You might want to contact the
manufacturer.
C. We've never had any complaints about this doll before. What do you think your niece
did to it?
D. With this kind of toy, it's always best to check the batteries first. Let me check them
for you. - Answers- D
An irate caller reaches you and starts berating your company's service on a particular
product that has been controversial. You should:
A. Completely avoid talking about the specific product and change the topic.
B. Listen carefully to the caller, take their number, and promise to get the appropriate
person to call back to resolve any issues.
C. Take the offensive when a caller brings up the controversial subject and try to
convince the caller that they are mistaken.
D. Tell the caller that the company is aware of the problem and is taking steps to fix it.
E. Just listen - you can't please everyone. - Answers- B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don't want them to come back
again
D. Send them to the service counter to wait for a customer service rep - Answers- B
You are with a customer and completing a sale. The phone rings and you're supposed
to answer phone calls within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if you can call him/her back.
