CSS Practice Exam #2

Choose the BEST answer. Checklist to Prepare for State Inspection - The sink for washing hands must be clean and close by. - Employees must not have any open cuts or sores on hands. - Equipment must be disinfected. - Garbage must be kept in covered containers. - All cleaning products must be properly labeled. - The refrigerator and freezer must be at the right temperature. The owner of a deli tells an employee that a state health inspector will be visiting that day. The owner asks the employee to help prepare for the inspection. The owner writes out a list of the regulations that the health inspector will check. To help the deli pass inspection, the employee must make sure that:

• Every work space is warm or cool enough.
• Employees keep their hair covered.
• Food waste is in a can with a lid.
• The items in the display window are fresh.

A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

• Will that be cash or credit card?
• Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
• We'll be having a sale on watches sometime next month
• Do you want to look at a few more styles?

Which store offers the best price? Store 1: Price $27; Discount 0 Warranty 5 year. Store 2 Price: $27; Discount 0; 3 year Warranty. Store 3: Price $30; Discount 10%; Warranty: 4 year

• Store 1 offers the best price
• Store 3 offers the best price.
• Store 2 offers the best price
• They all offer the same exact price

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

• Suggest alternatives that your store does carry
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
• Immediately refer him to a competitor

Which of the following steps will help you keep commitments to customers?

• Promising customers you will find the items they request
• Calling customers back only when you can find the requested item or information
• Immediately stopping whatever you're doing to take care of phone customer requests
• Calling customers back in a timely manner

Which of the following are acceptable ways to ask a customer's permission to provide alternatives?

• We don't carry that specific brand, but may I suggest. . .
• Is that the only brand you were interested in?
• Is there anything else you were looking for?
• We don't recommend that item. May I show you a better product?

Customer complaints should be welcomed because they provide an opportunity to:

• Do something different for a change
• Get customers back to the store so they'll buy more
• Learn about problems so improvements can be made
• Learn who the potential "problem customers" are

Even if your company's return policy restricts what you can do for the customer, you should:

• Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it
• Do what the customer asks; management will have to support your decision
• Consider alternatives, such as offering a discount coupon or a free sample
• Tell him he should consider shopping at a competitor

If the customer isn't shopping alone, you can include the rest of the party by:

• Giving other service to those in the party, such as offering a chair or a cup of refreshment
• Remind the customer of the kids' zone area
• Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
• Telling any children to behave themselves while their parent makes this important decision

How is a complaint about a product that is still under warranty BEST resolved?

• Ask the customer why he did not purchase the extended warranty for the product
• Discuss your company’s terms regarding warranties as well as the terms of the manufacturer’s warranty
• Refer the customer directly to a toll free number that the manufacturer has provided
• Offer the customer repair options even if the manufacturer’s warranty has expired