Customer Service Scenarios and Solutions

Front

A cashier works the express checkout register. A large sign says the express lane is for customers with eight items or less. During a busy period, several customers come to the express lane with fifteen to twenty items. The cashier supervisor wants the eight items rules enforced. The cashier should first:

Back

Ask the customer to choose another lane.

Front

A couple enters a store and approaches an associate about buying a China Cabinet. They have some ideas about what they want but don't know much about China Cabinets. They have $1,000.00. What should the associate do?

Back

Determine what the couple wants by asking questions.

Answer explanation

The associate should determine what the couple wants by asking questions because they have some ideas but don't know much about China Cabinets. By asking questions, the associate can gather information about the couple's preferences, budget, and specific requirements, which will help them suggest suitable options and provide tailored recommendations. This approach ensures that the couple's needs are understood and met, leading to a more satisfying purchasing experience.

Front

A customer wants her grocery store to carry a new item. She asked a stock clerk if that is possible. How should the clerk respond?

Back

Ask the manager on duty to talk with her about stocking an item.

Answer explanation

The stock clerk should respond by asking the manager on duty to talk with the customer about stocking the new item. This shows a willingness to accommodate the customer's request and allows the manager to make a decision based on the feasibility and popularity of the item.

Front

What should an associate do when a customer wants a demonstration of an answering machine?

Back

Give them a hands-on demonstration.

Answer explanation

The associate should give them a hands-on demonstration. This allows the customer and their grandchild to experience the answering machine firsthand and understand its features and functionality. It also gives them the opportunity to ask any questions and ensures that they have a clear understanding of how to use the machine. This approach is more effective than speaking slowly and loudly, directing the demonstration to the grandchild, or showing a less complex unit, as it actively engages the customer and provides a more interactive learning experience.

Front

What should the associate do first when two customers come in for a sale item and learn that only one unit is left in the store?

Back

Offer to contact another store to see if they have any units left.

Answer explanation

The associate should offer to contact another store to see if they have any units left. This would be the most helpful and proactive solution for the customers, as it provides them with an alternative option to still purchase the air conditioner. By reaching out to another store, the associate can potentially secure the item for one of the customers, ensuring their satisfaction and maintaining good customer service.

Front

An associate tells a customer to pick up their store assembled bicycle at 3:00PM. The customer arrives at the store at 3:30PM, and the associate is in the middle of helping another family purchase a bicycle. What should the associate do?

Back

Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.

Answer explanation

The associate should inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom. This shows that the associate acknowledges the customer's presence and their need for assistance, while also providing a solution by involving another associate to retrieve the bike. This ensures that the customer's needs are addressed and they are not left waiting indefinitely.

Front

A cashier notices that the line of customers waiting to check out is quickly growing. A cashier should:

Back

Acknowledge the customers in the line and call for assistance.

Answer explanation

In this situation, the cashier should acknowledge the customers in the line and call for assistance. This is because the line of customers is quickly growing, indicating that the cashier alone may not be able to handle the workload efficiently. By acknowledging the customers and calling for assistance, the cashier can ensure that the customers are attended to in a timely manner and prevent further delays. This shows good customer service and proactive problem-solving.

Front

Two employees are talking while they stock shelves with hosiery. A customer approaches them and asks for a specific brand. The employees should stop talking and then do which of these?
- Point the customers in the direction of the requested brand.
- Walk the customer over to the brand and ask color and size preferences.
- Tell the customers exactly where to find the brand then go to the register to be ready.
- Politely tell the customers where to find the requested brand.

Back

Walk the customer over to the brand and ask color and size preferences.

Answer explanation

The correct answer is "Walk the customer over to the brand and ask color and size preferences." This option is the most appropriate because it not only helps the customer find the requested brand but also provides personalized assistance by asking about their color and size preferences. This ensures that the customer receives a satisfactory shopping experience and increases the likelihood of making a sale.

Front

A customer wants a golf bag with special features. An associate brings the customer to the specified bag he asked for. The customer says that the bag cost less at competitor down the street. What should the associate do next?

Back

Escort the customer to the manager's office to discuss pricing policy.

Answer explanation

The associate should escort the customer to the manager's office to discuss pricing policy. This is the appropriate action because the customer has expressed that the bag costs less at a competitor's store. By bringing the customer to the manager's office, they can address the pricing concern and potentially offer a price match or explanation for the price difference. This shows that the associate is proactive in addressing customer concerns and finding a solution.

Front

A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do first?

Back

Test the customer's computer and determine whether there is a problem.

Answer explanation

The associate should first test the customer's computer to determine whether there is a problem. This will help in identifying the specific issue and whether it is a result of a malfunction or user error. By testing the computer, the associate can provide an accurate assessment and then proceed with appropriate solutions such as troubleshooting, repairs, or replacements. Offering a refund or store credit, giving a detailed explanation, or suggesting a different computer model should only be considered after confirming the existence of a problem through testing.