CUSTOMER SERVICE FINAL EXAM ACTUAL QUESTIONS
AND ANSWERS GUARANTEE A+
✔✔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 - ✔✔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. - ✔✔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. - ✔✔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 - ✔✔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. - ✔✔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. - ✔✔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 - ✔✔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.
B. Answer the phone and continue to help the customer at the store at the same time.
C. Put the caller on hold, excuse yourself, and go find another sales associate to handle
the call.
D. Excuse yourself, answer the phone, and assist the caller if they need a quick answer,
and get back to your customer. - ✔✔D
✔✔Product features are described as all of the following except:
A. Being physical (color, size, etc.)
B. Appealing to the sense
C. Relating to the quality of the merchandise and how the customer will enjoy it
D. Answering the question, "Why?" - ✔✔C
✔✔Turn your phone interaction into a loyal customer by:
A. Letting the customer know about sales events
B. Mentioning services he may not be aware of
C. Offering to ship items directly to the customer
D. All of the above - ✔✔D
✔✔Which of the following steps will help you keep commitments to customers?
, A. Promising customers you will find the items they request
B. Calling customers back only when you can find the requested item or information
C. Immediately stopping whatever you're doing to take care of phone customer requests
D. Calling customers back in a timely manner - ✔✔D
✔✔To help build customer loyalty, you should:
A. Say what you'll do and be very clear on what you are promising; make notes so you
will remember
B. Not risk disappointing a customer by telling him when you cannot make an exception
C. Make exceptions, but be sure to let the customer know that you are making an
exception and that your actions do not reflect standard practices
D. Both the 1st and 3rd options (A & C) - ✔✔D
✔✔A customer says, "I think I may be making a mistake here. I do like these pans but
they're a gift for my friend, and she doesn't cook as much as I do. What would be your
best response to a customer who is still undecided about making the purchase?
A. Your friend could always return them. If you're unsure about the pans, maybe I could
help you find something more appropriate. What are her hobbies?
B. She'll probably want to do more cooking when she sees these pans!
C. I think it's nice to give something you like. If she doesn't like them, she can exchange
them.
D. I'm sure she'll like them just like you do - ✔✔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
AND ANSWERS GUARANTEE A+
✔✔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 - ✔✔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. - ✔✔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. - ✔✔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 - ✔✔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. - ✔✔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. - ✔✔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 - ✔✔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.
B. Answer the phone and continue to help the customer at the store at the same time.
C. Put the caller on hold, excuse yourself, and go find another sales associate to handle
the call.
D. Excuse yourself, answer the phone, and assist the caller if they need a quick answer,
and get back to your customer. - ✔✔D
✔✔Product features are described as all of the following except:
A. Being physical (color, size, etc.)
B. Appealing to the sense
C. Relating to the quality of the merchandise and how the customer will enjoy it
D. Answering the question, "Why?" - ✔✔C
✔✔Turn your phone interaction into a loyal customer by:
A. Letting the customer know about sales events
B. Mentioning services he may not be aware of
C. Offering to ship items directly to the customer
D. All of the above - ✔✔D
✔✔Which of the following steps will help you keep commitments to customers?
, A. Promising customers you will find the items they request
B. Calling customers back only when you can find the requested item or information
C. Immediately stopping whatever you're doing to take care of phone customer requests
D. Calling customers back in a timely manner - ✔✔D
✔✔To help build customer loyalty, you should:
A. Say what you'll do and be very clear on what you are promising; make notes so you
will remember
B. Not risk disappointing a customer by telling him when you cannot make an exception
C. Make exceptions, but be sure to let the customer know that you are making an
exception and that your actions do not reflect standard practices
D. Both the 1st and 3rd options (A & C) - ✔✔D
✔✔A customer says, "I think I may be making a mistake here. I do like these pans but
they're a gift for my friend, and she doesn't cook as much as I do. What would be your
best response to a customer who is still undecided about making the purchase?
A. Your friend could always return them. If you're unsure about the pans, maybe I could
help you find something more appropriate. What are her hobbies?
B. She'll probably want to do more cooking when she sees these pans!
C. I think it's nice to give something you like. If she doesn't like them, she can exchange
them.
D. I'm sure she'll like them just like you do - ✔✔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
