A: CSS Test Strategy Practice with Released Items

An irate customer calls demanding a credit after making a full-price purchase the day before a sale. The responding sales associate explains that the store's policy on returns and exchanges only allow credits to be given in the store, and it does not allow credits to be given over the phone. The customer is not satisfied with the associate's answer. After apologizing for the inconvenience, what else should the associate do to help satisfy the customer's request?

• Explain how the customer and the store benefit from the store's policy
• Inform the customer of dates when the item may be on sale again
• Clearly repeat the policy so that the customer understands that there is no other option
• Offer the customer the option of an in store return or the opportunity to speak with a supervisor

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.

How can an associate BEST use the information in a customer relationship management system to improve customer satisfaction?

• Send thank you notes to customers who spent more than a certain dollar amount.
• Offer free gifts or promotional items to customers who purchased a new brand or label.
• Email customers to alert them of sales on their favorite brands.
• Ask customers to sign in to the system and identify brand preferences.

What should a sales associate say to a customer who has returned a product that they purchased last month?

• “Your refund is complete. You should be taken care of now.”
• “Your account has been credited. Is there anything else I can do for you?”
• “I do not understand why you are still frustrated. I thought the issue was resolved.”
• “I’m glad to issue the credit but it is usually a user problem not a product defect.”

A customer has just purchased a box of magic tricks as a birthday present for a friend's son. While the associate at the toy store is wrapping the gift the customer mentions that they are a bit concerned. They think that the child may have trouble learning how to perform the magic tricks because they are just learning to read and the instruction manual may be difficult. What would be the associate's BEST reply?

• "The box says that this is for children their age. I am sure they will be fine with the manual."
• "Maybe the child's parents could read the instructions to them until their reading improves and then they could practice the magic tricks on their own.""
• "There is a video that is available to demonstrate the tricks. I haven't totaled up the receipt yet. May I add that to your purchase?"
• "Would you like me to suggest some other Items that may be more appropriate for a child that doesn't read well?"

A customer looking to upgrade a wireless phone is considering a smartphone that is offering email, online shopping, and navigation features. The customer is nervous that the new phone may be difficult to use. What is the sales associate's BEST approach for guiding this customer to an upgraded model?

• Ask the customer's budget and narrow down the models based on price considerations so that the customer can test out the different features
• Talk to the customer about the best selling smartphones and give the customer time to evaluate the differences
• Point to the various smartphones on display and give the customer time to practice using the various models
• Describe the benefits of different smartphones and let the customer test the different functions to see how easy they are to use

A loyal customer that has been shopping with your company for years tells you that they did not get their recent reward coupons the last time they visited the store. How should you handle the situation?

• Provide the customer with the number for customer service and ask them to call for information
• Call the customer service hotline for the customer and explain that the customer did not get their reward coupons
• Explain the the customer that the manager is the only one that can help them and ask the customer to call tomorrow
• Tell the customer that you are new to the company and do not know anything about reward coupons

A customer is looking at televisions. What is the BEST question for the associate to ask the customer?

• "Is this for you or is it a gift?"
• "What features are important to you?"
• "May I show you some televisions that just arrived?"
• "Are you looking for anything special?"

An employee of a small company has duties that include answering the phones and selling. A customer calls with a question that they cannot answer. What should the employee do?

• Tell the customer that they don't know the answer to the question and politely end the call
• Offer the customer the choice of holding while they find the answer or receiving a call back
• Give the customer as much of an answer as possible based on the knowledge they have
• Put the answer on hold and search for the answer quickly while they are on hold

A sales associate was trained in a selected line for Young Juniors. The associate is reassigned to Housewares due to personnel shortages. What is the best way for the associate to learn about the products in the new department?

• Visit competitor's Housewares departments to learn product lines
• Gather information about a product when the customer requests the information
• Talk to the Housewares associate during the work shift in Juniors
• Talk to the Housewares supervisor and ask for help regarding product lines