CSS Practice Exam 01 2025-2026

A customer is attempting to return a flight case that they purchased several weeks ago. Overall the flight case looks brand new but unfortunately the wheels no longer work! What is the best action to fix the customer's issue?

• Show the customer new suitcases
• Ask the customer how the wheels became broken to see if it was their fault
• Provide the customer with the manufacturer's contact number
• Ask the customer how they would like the issue resolved and make sure it fits with the store policy

As a sales associate what is the best way for you to gain knowledge about a new product that the store has just introduced?

• Look at the website and read through customer reviews
• Ask competing vendors their opinion on the new product features
• Complete the training supplied directly from the vendor of the new product
• Use the new product yourself and see what questions you still have

Why should a sales associate know their store's products as well as products that are at competing stores?

• To steer customers away from their store
• To tell customers where to get the best deals at any location
• To tell customers when the competitors' products are on sale
• To showcase the difference between their store's products and the products offered at competing stores

An angry customer is demanding to speak to a sales manager. The customer purchased an iPhone just last week but battery only lasts for 47 minutes! How should you the sales associate respond to this customer?

• Yikes that stinks sometimes these things happen sorry
• I'm sorry this happened perhaps you should buy an Android
• That is strange that a new iPhone would not hold a charge since it is brand new what did you do
• I'm sorry this happened it is still under warranty let me see what we can do

What does the A in the CRAVED model stand for?

• Available
• Awesome
• Accessible
• Automatic

A Lunch and Learn is occurring about how to best use a product. In the past you've attended this same learning event and you feel like you already know everything about the product. Why should you still attend the Lunch and Learn a second time?

• To see if there are any upcoming discounts
• To have the most up to date information in case there are any customer questions
• To learn about how to speed up sales
• To try and ask for a promotion because of all of your product knowledge

A customer is looking at buying a very unique article of clothing. Unfortunately you have very little information about how to care for and wash it. What is the best way for you to find more information about how to care for the article of clothing?

• Ask someone else in your department and hope that they know the answer
• Find the store manager and ask them what they would do in this situation while the customer waits
• Check the tag on the article of clothing because there are care instructions printed directly on the tag
• Look at the manufacture's other articles of clothing and website and see if you can come up with a conclusion for this article of clothing

When is a sales associate completely prepared to be able to sell a product within a store?

• The sales associate has worked through all of the virtual training
• The sales associate has passed the required multiple choice exam
• The sales associate can talk to other sales associates about their favorite features of most products within the store
• The sales associate has completed the required training has the ability to confidently and accurately answer customer questions as well as provide basic troubleshooting

Customers sometimes get frustrated or upset and tend to outwardly express their feelings. As a well trained sales associate how should you respond if this situation occurs?

• Tell the customer they need to be patient
• Listen actively and politely
• Tell your own stories about being frustrated or upset
• Tell them to hold on while you get someone else to deal with their problem

A suspicious looking customer walks very quickly into your store and heads directly to a display that has smart watches on display. After huddling over the watches for a several minutes the customer turns around and starts walking very quickly out of the store. As the store manager what should you do?

• Ignore the customer because it looks like they didn't find what they were looking for
• Clean up the smart watch display because now it is messed up and you want it to be nice and tidy for the next customer
• Tell security as soon as possible because they looked suspicious and probably stole something
• Intercept the customer by politely approaching them and ask them if there is anything you can help them with because it looks like they weren't able to find what they were looking for