CSS Practice Exam #3

Front

A customer asks about a brand of vitamins advertised as “buy 2, get 1 free”. What is the associate’s best response?

Back

Yes the offer you saw was on brand name items and is valid all week. There is also a sale on the generic brand of those vitamins that may show you even greater savings. How do you feel about the generic brand?

Front

What is the MOST important reason to inform customers about returns, service plans, product warranties, and guarantees?

Back

Customers deserve to have all of the information they need to make the best decision.

Front

A fitness center’s drink machine has been empty for two weeks. When the delivery person arrives to fill the machine, the fitness center’s manager complains that the fitness center has lost money. What should the delivery person do?

Back

Apologize and offer to work out a regular delivery schedule with the manager.

Front

A customer complains that the prices for a business luncheon are too high and mentions a lower price at a competitor. What should the associate do?

Back

Try to soothe the customer and explain the features and benefits of the catering service.

Front

A customer returns a recently purchased video game player that shuts down after ten minutes of use. The item is covered by a one year warranty. What should the associate do?

Back

Allow the customer to exchange the video game player today since the item is under warranty.

Front

A customer tells a sales associate she wants to buy a sweater as a gift. What should the associate do?

Back

Ask about the friend’s preferences and size.

Front

A wedding coordinator, unable to meet tight deadlines, has lost several potential clients. What can be done to help prevent this loss of business in the future?

Back

Gather information about competitors to identify ways to increase efficiency.

Front

What is the best way the associate can save the sale when a customer is overwhelmed by the variety of cheeses?

Back

Offer the customer samples of the cheeses she is interested in and express interest in her reactions.

Front

A customer has looked into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer hesitantly states, “I really like the clean look of a white sofa, but I am afraid it will be quickly soiled by my children and dogs.” Which of the following is the sales associate's BEST response to help the customer make a good decision?

Back

“May I show you some of the washable slip covers available for the sofa?”

Front

A customer who is looking at winter hats expresses a desire to purchase for each of her grandchildren. Which method would be MOST effective in helping the sales associate determine this customer’s need and budget?

Back

Engage the customer in conversation to determine the quantity and quality that interest her.