CUSTOMER SERVICE TEST QUESTIONS & ANSWERS
What is a good reason for creating an opening for discussion? - Answers- to know the
customer wants
What percentage of customers are likely to spend more if the sale associate is helpful? -
Answers- 45%
What is the ultimate goal as a sales associate? - Answers- satisfy the customer
What is an example of an open-ended question? - Answers- "what features are
important to you" and other questions that aren't one or short answer
How would one handle a situation where a customer wants a brand that you don't
carry? - Answers- get permission from the customer to show the items you do have that
meet his needs
What should one do when a customer requests any service "extras" your store offer? -
Answers- make a note in client record system so you can provide more personalized
service when the customer returns in the future
What portion of the general population may have disabilities which are not obvious and
may be difficult to perceive? - Answers- two-thirds of the population
TRUE OR FALSE: Your manager should warn you in advance if you will be giving
service to a customer with significant disabilities - Answers- false
What should you do when balancing service between phone customers and those you
may be helping in store? - Answers- excuse yourself courteously from your in-store
customer saying that you will be right back and answer the phone
TRUE OR FALSE: if you are shipping an item, it may be appropriate to enclose a
"Thank You note" with your business card attached - Answers- True
What will help you keep commitments to your customers? (over the phone) - Answers-
call customers back in a timely manner
What can the warranty reassure for the customer? - Answers- reassures the customer
about a product's quality
What should you do if your company doesn't have a manual that describes all the major
product warranties? - Answers- created your own by making copies of the various
product warranties and related information
What is a good reason for creating an opening for discussion? - Answers- to know the
customer wants
What percentage of customers are likely to spend more if the sale associate is helpful? -
Answers- 45%
What is the ultimate goal as a sales associate? - Answers- satisfy the customer
What is an example of an open-ended question? - Answers- "what features are
important to you" and other questions that aren't one or short answer
How would one handle a situation where a customer wants a brand that you don't
carry? - Answers- get permission from the customer to show the items you do have that
meet his needs
What should one do when a customer requests any service "extras" your store offer? -
Answers- make a note in client record system so you can provide more personalized
service when the customer returns in the future
What portion of the general population may have disabilities which are not obvious and
may be difficult to perceive? - Answers- two-thirds of the population
TRUE OR FALSE: Your manager should warn you in advance if you will be giving
service to a customer with significant disabilities - Answers- false
What should you do when balancing service between phone customers and those you
may be helping in store? - Answers- excuse yourself courteously from your in-store
customer saying that you will be right back and answer the phone
TRUE OR FALSE: if you are shipping an item, it may be appropriate to enclose a
"Thank You note" with your business card attached - Answers- True
What will help you keep commitments to your customers? (over the phone) - Answers-
call customers back in a timely manner
What can the warranty reassure for the customer? - Answers- reassures the customer
about a product's quality
What should you do if your company doesn't have a manual that describes all the major
product warranties? - Answers- created your own by making copies of the various
product warranties and related information
