CUSTOMER SERVICE UPDATED TESTED QUESTIONS AND
ANSWERS GUARANTEE A+
✔✔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
for credits over the phone. The customer is not satisfied with the associate's answer.
After apologizing for the inconvenience, what else should the associate do to help
satisfy the customer's request?
A. Inform the customer of dates when the item may be on sale again.
,B. Explain how the customer and store benefit from the store's policy.
C. Offer the customer the option of an in-store return or the opportunity to speak with a
supervisor.
D. Clearly repeat the policy so the customer understands there is no other option. -
✔✔C
✔✔The best way to talk to a new customer is to:
A. Flatter her—tell her she has taste and looks great
B. Interact as if you are old friends
C. Match what you say and your tone of voice to her personality
D. Convince her that you know what is best for her to buy - ✔✔C
✔✔Three ways to create a positive impression of you and the store include:
Complimenting the customer's taste; assuring the customer that he is the expert; and:
A. Suggesting that he buy "top of the line" products
B. Stating that the products in your store are far better than those in other stores
C. Indicating that based on your professional product knowledge, you feel his purchases
are worthwhile
D. Asking the customer, "Can I help you?" - ✔✔C
✔✔A customer has looked at several watches and seems to like one best. She tries it
on, sets it to the correct time, and asks if the band can be changed to another style. You
show her the options and she likes one in particular. What is best to say to close the
sale?
A. Do you want to look at a few more styles?
B. Will that be cash or credit card?
C. Shall I go ahead and replace the band for you or do you want to keep both styles for
different looks?
D. We'll be having a sale on watches sometime next month. - ✔✔C
✔✔Which of the following statements about warranties and customer service is TRUE?
A. The associate is usually the first point of contact when a customer is not satisfied
with a purchase.
B. Product warranties need not be made available until after a purchase has been
finalized.
C. Warranties have no place in a sale when commissions are part of the associate's pay
structure.
D. Associates are not responsible for understanding warranties and how to process
claims. - ✔✔A
, ✔✔Which of the following approaches would be the MOST effective greeting for a sales
associate to use when greeting a family entering a department store?
A. Acknowledge the main customer but wave and smile to all family members.
B. Ask the customers, "How may I help you?"
C. Ensure the entire shopping party is included in the greeting.
D. Comment on a likeable aspect of one of the customer's clothing. - ✔✔C
✔✔A customer has decided to use a popular software program to do his own taxes. He
comes to a retail store on Saturday morning to buy the program so that he can complete
his taxes over the weekend. Taxes are due my midnight on Monday. The sales
associate discovers that the store does not have the program in stock but sees that a
new supply is expected soon. What should the associate do to help the customer now?
A. Tell the customer he will be called as soon as the new shipment arrives, and put one
program on hold for him.
B. Ask the customer what features he likes about the software, and see if the store has
another program in stock that would fit his needs.
C. Call a competitor and see if the program is in stock to meet the customers immediate
needs.
D. Check for another software program within the same price range. - ✔✔B
✔✔What is the BEST way for a sales associate to become familiar with a store's
products and services?
A. Attend all company and vendor-provided trainings.
B. Spend time on the sales floor with associates and ask questions.
C. Study advertising flyers to acquire product information.
D. Partner with another sales associate and ask questions. - ✔✔B
✔✔A sales associate was asked to demonstrate several digital cameras to a family
interested in purchasing one; however, during the demonstration many of the cameras
did not work, and the associate lost the potential sale. What should the associate have
done FIRST before demonstrating the cameras?
A. Placed security locks on the cameras to discourage customers from trying them.
B. Read the camera manuals to figure out how to solve potential problems.
C. Reviewed methods of demonstrating the features with other sales associates.
D. Ensured all of the cameras had charged batteries and were in working order. - ✔✔D
✔✔A sales associate at a nursery is working with a couple to choose plants for their
home. The couple wants to pay by check. It is store policy to verify ID when accepting a
check. The couple asks the associate to accept the check without the ID. What should
be associate say?
ANSWERS GUARANTEE A+
✔✔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
for credits over the phone. The customer is not satisfied with the associate's answer.
After apologizing for the inconvenience, what else should the associate do to help
satisfy the customer's request?
A. Inform the customer of dates when the item may be on sale again.
,B. Explain how the customer and store benefit from the store's policy.
C. Offer the customer the option of an in-store return or the opportunity to speak with a
supervisor.
D. Clearly repeat the policy so the customer understands there is no other option. -
✔✔C
✔✔The best way to talk to a new customer is to:
A. Flatter her—tell her she has taste and looks great
B. Interact as if you are old friends
C. Match what you say and your tone of voice to her personality
D. Convince her that you know what is best for her to buy - ✔✔C
✔✔Three ways to create a positive impression of you and the store include:
Complimenting the customer's taste; assuring the customer that he is the expert; and:
A. Suggesting that he buy "top of the line" products
B. Stating that the products in your store are far better than those in other stores
C. Indicating that based on your professional product knowledge, you feel his purchases
are worthwhile
D. Asking the customer, "Can I help you?" - ✔✔C
✔✔A customer has looked at several watches and seems to like one best. She tries it
on, sets it to the correct time, and asks if the band can be changed to another style. You
show her the options and she likes one in particular. What is best to say to close the
sale?
A. Do you want to look at a few more styles?
B. Will that be cash or credit card?
C. Shall I go ahead and replace the band for you or do you want to keep both styles for
different looks?
D. We'll be having a sale on watches sometime next month. - ✔✔C
✔✔Which of the following statements about warranties and customer service is TRUE?
A. The associate is usually the first point of contact when a customer is not satisfied
with a purchase.
B. Product warranties need not be made available until after a purchase has been
finalized.
C. Warranties have no place in a sale when commissions are part of the associate's pay
structure.
D. Associates are not responsible for understanding warranties and how to process
claims. - ✔✔A
, ✔✔Which of the following approaches would be the MOST effective greeting for a sales
associate to use when greeting a family entering a department store?
A. Acknowledge the main customer but wave and smile to all family members.
B. Ask the customers, "How may I help you?"
C. Ensure the entire shopping party is included in the greeting.
D. Comment on a likeable aspect of one of the customer's clothing. - ✔✔C
✔✔A customer has decided to use a popular software program to do his own taxes. He
comes to a retail store on Saturday morning to buy the program so that he can complete
his taxes over the weekend. Taxes are due my midnight on Monday. The sales
associate discovers that the store does not have the program in stock but sees that a
new supply is expected soon. What should the associate do to help the customer now?
A. Tell the customer he will be called as soon as the new shipment arrives, and put one
program on hold for him.
B. Ask the customer what features he likes about the software, and see if the store has
another program in stock that would fit his needs.
C. Call a competitor and see if the program is in stock to meet the customers immediate
needs.
D. Check for another software program within the same price range. - ✔✔B
✔✔What is the BEST way for a sales associate to become familiar with a store's
products and services?
A. Attend all company and vendor-provided trainings.
B. Spend time on the sales floor with associates and ask questions.
C. Study advertising flyers to acquire product information.
D. Partner with another sales associate and ask questions. - ✔✔B
✔✔A sales associate was asked to demonstrate several digital cameras to a family
interested in purchasing one; however, during the demonstration many of the cameras
did not work, and the associate lost the potential sale. What should the associate have
done FIRST before demonstrating the cameras?
A. Placed security locks on the cameras to discourage customers from trying them.
B. Read the camera manuals to figure out how to solve potential problems.
C. Reviewed methods of demonstrating the features with other sales associates.
D. Ensured all of the cameras had charged batteries and were in working order. - ✔✔D
✔✔A sales associate at a nursery is working with a couple to choose plants for their
home. The couple wants to pay by check. It is store policy to verify ID when accepting a
check. The couple asks the associate to accept the check without the ID. What should
be associate say?
