CSS Practice Exam #3

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.”

What is the MOST important reason to inform customers about returns, service plans, product warranties, and guarantees?

• If customers are not told about these policies and options they often return to the store upset if something goes wrong.
• It is required by law that customers are informed about product warranties, return policies and service plans.
• Return policies and warranties are put in place to protect the store from fraud, so customers must be informed about them
• Customers deserve to have all of the information they need to make the best decision

A fitness center’s drink machine has been empty for two weeks. When the delivery person arrives to fill the machine, the fitness center’s manager complains that the fitness center has lost money. What should the delivery person do?

• Apologize and tell the manager that delivery people are not responsible for scheduling
• Tell the manager that the usual delivery person has been on vacation and they were short staffed
• Apologize and offer to work out a regular delivery schedule with the manager
• Tell the manager “Okay”, fill the machine, and go to the next delivery

A customer wants to have a business luncheon catered and complains loudly that the prices are too high. The customer says that the same menu is available for a lower price at the caterer across the street. Which of the following should the associate do?

• Apologize to the customer but be very clear that associates have no control over the prices
• Suggest the the customer book the event with the caterer across the street
• Get another associate to explain the pricing to the customer
• Try to soothe the customer and explain the features and benefits of the catering service

A customer returns a recently purchased video game player and tells the store associate that it shuts down after ten minutes of use. The customer’s child is home sick and wants the player to keep busy. The item is covered by a one year warranty. What should the associate do?

• Allow the customer to exchange the video game player today since the item is under warranty
• Put the customer at ease by saying, “ I know how it is when a child is sick.”
• Point out that this particular video game player has had many complaints
• Ask what the customer’s child was doing to make the player stop working

A customer tells a sales associate she wants to buy a sweater as a gift. What should the associate do?

• Point out the sweaters that are on sale.
• Give the customer price information.
• Ask about the friend’s preferences and size.
• Invite the customer to look around.

A wedding coordinator, unable to meet tight deadlines, has lost several potential clients. Which of the following to help prevent this loss of business in the future?

• Explain that the competitors have more dissatisfied customers
• Advertise in more local publications to attract more clients
• Persuade the next few clients to schedule their wedding dates slightly later
• Gather information about competitors to identify ways to increase efficiency

A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks a new employee, who is still in training, some questions about the differences in cheeses. The other deli associate is on a lunch break. What is the best way the associate can save the sale?

• Offer the customer samples of the cheeses she is interested in and express interest in her reactions.
• Ask the customer to come back later when the other employee is back from lunch to make the best choice.
• Explain to the customer that they are new and apologize that they cannot be more helpful
• To to suggest that the customer buys a different product that the associate knows more about

A customer has looked into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer hesitantly states, “I really like the clean look of a white sofa, but I am afraid it will be quickly soiled by my children and dogs.” Which of the following is the sales associate's BEST response to help the customer make a good decision?

• “May I show you some of the washable slip covers available for the sofa?”
• “If it gets dirty, you can always buy a slipcover!”
• “Perhaps you consider other sofas that won’t show soils so easily.”
• “Do you have another sofa the children and dog could use?”

A customer who is looking at winter hats expresses a desire to purchase for each of her grandchildren. Which method would be MOST effective in helping the sales associate determine this customer’s need and budget?

• Show the customer several inexpensive hats to keep the total price at a reasonable point.
• Ask the customer how many grandchildren she has and estimate what she might spend on each hat.
• Direct the customer to hats on an expensive display and observe the customer’s reactions for clues.
• Engage the customer in conversation to determine the quantity and quality that interest her.