CSS Practice Exam #1

Choose the BEST answer. A customer enters the store to return a digital camera and starts off by exclaiming, “It sure wasn’t as user friendly as I was told it would be!” Which action taken by the sales associate is MOST likely to save the sale and ensure that the customer is satisfied.

• Explain the importance of satisfying the customer, and then review the company’s policy on returns
• Request the product receipt, and then talk to a supervisor about the best solution for the customer
• Give the customer a refund for the camera. and then offer to show the customer more user friendly digital cameras
• Ask questions to better understand the customer’s problem, and then suggest a product that meets the customer’s needs.

Choose the BEST answer. A superstore bakery recently changed from in store baking to the company’s central baking plant. The bakery supervisor gives associates a memo explaining the changes taking place. A customer asks a bakery associate why the changes are taking place. What should the associate do?

• Explain that it is not clear why the company made the change
• Ask a customer to fill out a card questioning the change
• Use the information in the memo to answer the customer’s question
• Check with the supervisor about the best way to handle the customer’s question

Choose the BEST answer. A retailer encourages customers to use their mobile devices “check-in” when they walk into the store location. How can the retailer best use check-in data to gather information about the customers?

• Use check-in promotions to alert customers about special deals based on their past purchases
• Use check-in data to target customer’s network of friends in order to attract new business
• Use social media to send and promote coupons to customers as they approach the sales department
• Use check-in data to forecast staffing levels based on customers’ peak shopping hours

Choose the BEST answer. A customer wants to buy a digital camera but is concerned that it may be too complicated to upload pictures to her computer. What should the associate do?

• Review the manufacturer warranty to reinforce quality
• Mention that an easy to use instruction manual is included with the camera
• Inform her of the store’s return policy in case she is unsatisfied with her purchase
• Demonstrate and explain the steps to upload pictures

Choose the BEST answer. While returning from a lunch break, an associate is approached by a customer for help. The associate should:

• Smile at the customer and continue walking on
• Escort customer to a fellow associate for help since you are on break
• Tell the customer you are on break and cannot help at this time
• Ask the customer to come back in five minutes when your break is over

Choose the BEST answer. A representative from a popular cosmetic company is coming in to demonstrate makeup applications. The associate attended the last product demonstration and is very familiar with how to use them. Why should the sales associate attend this demonstration again?

• To learn how to increase sales of slow moving products
• To become aware up upcoming sales or in-store promotions
• To be better able to answer customers’ questions about the products
• To position oneself for a career advancement

Choose the BEST answer. Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experience?

• It allows the sales associate to rely on the manager or other associates less when answering customers’ questions
• It allows the associate to spend more time with the customers and less time in product classes
• It will make the sales associate more likely to receive a promotion from his/her manager
• It improves the sales associate's confidence and level of customer service by having increased product knowledge

Choose the BEST answer. A customer is shopping for golf shoes at a local sporting goods store. The customer asks the sales associate if the shoes are waterproof. The sales associate replies, “No, sir. The shoes are not waterproof.” What should the associate add in response to the customer’s question?

• “I have had several pairs of golf shoes myself, and they have held up great in bad weather.”
• “The manufacturer stands by the quality of the shoes, and they are well made.”
• We do sell a good water repellent spray. Would you like me to add it to your order?”
• “Would you like to purchase some extra golf balls?”

Choose the BEST answer. A customer approaches a sales associate for help with purchasing a golf driver. The customer wants to be sure that the driver fits his height and price range. What approach should the sales associate take to ensure that the customer buys the correct driver?

• Discuss additional services that the store offers
• Show the customer the most expensive driver
• Ask questions and observe the customer
• Send the customer to a store with larger selection

Choose the BEST answer. During a busy day at a shoe outlet, several customers are waiting to try on shoes and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?

• After giving the name of the company, let the customer know that someone will be available momentarily to help.
• After giving the name of the company and his or her name, ask if the customer could call back.
• After giving the name of the company, apologize for the delay and immediately place the customer on hold.
• After giving the name of the company and they’re name, ask the customer’s name and a number to call back