CS Screening Test 26-50

A computer store has a sign posted on the door that says, “No food or drink to be brought into the store.”  A sales associated is ringing up a customer and see that another customer has a small child who is eating an ice cream cone.  The child is standing in front of your newest laptops.  Which of these should be the sales associate’s best response?

• Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store.

• Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage.

• Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive

• Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

• An enjoyable atmosphere and super service

• Free coffee and doughnuts and a clean restroom

• Sales associates who look snazzy and take turns helping customers

• Good inventory and easy checkout

Small kindnesses to your customers may include:

• Letting the customer make a local call to verify appropriateness or preference

• Consolidating many small packages into one large shopping bag

• Bringing merchandise to an older or disabled customer while he sits down

• Telling a customer about a lounge where she may tend to her baby’s needs

• All are correct

To assist your customers in a personal way, you should become familiar with:

• Their relatives, special friends, and loved ones

• Entertainment centers and movie theaters in the district

• Resources in and near your store

• Dining and day care near the store

Your Personnel Policy states (1) All Employees can use their 20% discount cards for purchases, (2) Discount cards are non-transferrable, (3) Employees are not allowed to ring up their own purchases, (4) Employees must pay for food purchases before consuming them, and (5) Under no circumstances should employees leave the store with goods that have not been paid for.  With that in mind, a cashier at Walbound decides to buy a soda to drink during her break.  According to the Personnel Policy, how should the cashier pay for the soda?

• Use another employee’s discount card to buy the soda

• Ring up the soda herself before the break begins.

• Pay for the soda after the break is over

• Ask someone else to ring up the soda as soon as the break begins

In preparing a resource list for your customers, you should consider including:

• Local companies that have complementary services to the products you sell

• Phone numbers that customers have requested in the past, such as a taxi service

• Information about companies you recommend, such as repair shops

• All answers are correct

When customers request any of the service “extras” your store offers:

• Tell them they’ll have to contact Customer Service for further information

• Make a note in your client record system so you can provide more personalized service when those customers      return in the future

• Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that      amount of time

• Tell them that you will call someone else to take care of them since you are busy.

What is one of the BEST ways to prevent shoplifting?

• Lock up expensive merchandise.

• Acknowledge and greet all customers in a friendly manner as they enter the store.

• Put security cameras in plain view of the customer.

• Use mirrors that make aisles visible to the cashier.

Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer).  What is the purpose of this warranty?

• A promise to stand behind the product.

• To show it isn’t the best quality so you need a warranty

• A promise to replace the product no matter what happens.

• To prove you will not need a warranty.

Misty is selling a new washer-dryer combo to a customer.  The customer wants the new set installed at his home, but the store does not offer installation services.  What would Misty’s best response be?

• We do not offer installation services, but I will give you the number of a company that will come install the set for you.

• We offer installation on some items, but washers and dryers are not included.

• Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.

• I am sorry for the misunderstanding, but we do not install these items.