Customer Service Unit Test

Customer purchasing a set of sheets would like to add a monogram. The store policy says, "the monogram would make the sheets non-returnable", the customer is concerned the color won't match. In order to enforce the policy, What should the salesperson say?

• 'You can always exchange the sheets for a different color if these don't match."

• "Please be aware that it is our store policy that personalized items cannot be returned."

• "Our return policy is strict, so I would recommend you don't buy them."

• "I think you can return the sheets for a refund if the color isn't right."

A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation?

• Write down the customers' information and remember to thank them the next time they come in

• Enter the customer's' information into a contact management system and add a reminder to send each of them information about the next sale.

• Write down the customers' information so each can be sent a satisfaction survey.

• Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.

A sales associate who is loading a table into a customer's car scratches the table, leaving a mark. What should the associate do?

• Thank the customer for their purchase and go back into the store

• Acknowledge the mark, take the item back into the store and exchange it for a new one.

• Acknowledge the scratch mark and tell the customer that it is not noticeable

• Suggest that the customer return to the store to receive a discount on the item if they want to take it.

A sales associate sees a customer looking at a skirt and tells her that is is very popular. the customer agrees and begins looking at the size tags. What should the sales associate say?

• "Would you like to purchase any accessories with that skirt?"

• "We're almost sold out. I have sizes 10 and 12 left. Which would you like?"

• "Would you like me to bring one to the fitting room for you to try on/" What size would you like to try?"

• "How much are you planning to spend?"

If a customer asks how to clean a dress, which is the BEST source for this information?

• Manufacturer's customer service department

• Product care label on the dress

• Department manager

• Product warranty

A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to sue to determine the budget?

• Ask the customer directly what budget range would be best

• Show the lowest-priced sofas and move up until the customer is satisfied

• Show the highest-priced sofas and move up until the customer is satisfied

• Show the medium-priced sofas and adjust according to the customer's reactions

As associate and a customer are having a conversation in a home goods store. the customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?

• Stating, " My current dining room set is all oak."

• Focusing on the price tags of the dining room set

• Praising and touching a particular dining room set

• Asking, "How long is this dining room set on sale."

A customer wants to purchase a $75 coat. She has a 25% off coupon for one item and a 10% coupon for her entire purchase. Both can be used. What is the total of her purchase?

• $50.63

• $55.00

• $24.75

• $45.50

A store chain advertises a special on inflatable pools with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left. the ad stated that limited quantities were available. What should the associate do FIRST?

• Tell the customers there are no more pools available

• Suggest to one of the customers that she come back in three weeks when the pool will be in stock at regular price

• Let the customers work out between themselves who will get the last pool

• Offer to contact another store to see if they have any pools left

A manager sets a goal of increasing sales by 15% over last year. If last year's sales were $60,000, what is the sales goal for this year?

• $69,000

• $65,000

• $67,500

• $70,500