E: CSS Test Practice with Released Items

A customer approaches a sales associate and asks about a brand of vitamins advertised on the store’s website as “buy 2, get 1 free”. The sales associate knows about the promotion but knows that the generic brand of those vitamins is also on sale. Which of the following is the associate’s best response?

• “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?”
• “That offer is only good for a few more days, and you can find those vitamins in aisle 6. Make sure you choose the brand name vitamins because the “buy 2, get 1 free” offer is only on those specific vitamins.”
• “Those vitamins have been very popular this week because of the sale! I’m not sure if we have any left, but if we do, they will be in aisle 6. Let me know if you don’t see them, and I will come and help you look.”
• “The offer is only for the brand name vitamins in aisle 6, and the sale ends on Saturday. Make sure you pick up three of the exact same bottles, or you won’t get the discount. Customers have been making that mistake all day.”

Susan is working with a customer named Cassandra in the perfume department. Which is the WRONG thing to say about a perfume she has just dabbed on her wrist and smelled?

• Susan says, "That fragrance smells very nice on you."
• Susan looks at Cassandra and says, "You have great tastes as that is our number 1 seller.
• Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit your personality."
• After Cassandra smells the perfume, Susan says, "I can see you like a fragrance with notes of gardenia in it."

What is one of the best ways to explain features and benefits to a customer?

• Show the customer the user's manual
• Explain the history of the product
• Demonstrate the product
• Discuss the review of this product

A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to

• Refer the customer to your supervisor
• Mirror their behavior
• Offer them a refund or discount to settle them down
• Show empathy in your replies

Which of the following statements best describes why a client record system is called a "living" record?

• You should spend more time maintaining your records than you do actually serving customers
• It should be accessible to anyone who wants to read it
• You should constantly refer to it and update it with new information
• You keep it as long as the customer remains a customer of the store

You are a car salesman at a new car dealership. A customer is gathering information before making the final decision on her new car. You have suggested the car that seems to be the best choice based on what she has stated when you questioned her. After taking a test drive, the customer decided to continue to look at other car options. What is your best response to her?

• “I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions.”
• “Well, if you want to come back and look some more, here is my card. Feel free to give me a call.”
• “I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me.”
• “I'm sorry. I don't have a business card, but if you will give me yours, I'll be glad to call you to see if you have other questions.”

A customer calls and has some technical questions about a product with which you are not completely familiar. You should

• Pretend that you know what you're talking about and give your own answers
• Transfer his call to someone who is knowledgeable in that area
• Tell him to call back another time
• Ask him why he is being so inquisitive

You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?

• Wait until the client leaves and then provide your boss with the correct name
• Do not get involved in the situation
• Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information
• Quickly take your boss aside and provide the correct name

A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?

• Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
• Refer to your store's policy on meeting competitor's ads
• Immediately change the price in your store to meet the competitor's price
• Ask your store manager how to respond to the customer

An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should

• Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken
• Just listen -- you can't please everyone
• Completely avoid talking about the specific product and change the topic
• Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.