Customer Service Scenarios Quiz

Before you set up a demonstration of laptop computers in your store, which of the following is most important?

• Set up the demonstration without checking the laptops

• Focus on selling accessories instead of the laptops

• Examine and test the laptops to make sure they are functional

• Only clean the laptops before the demonstration

A customer returns a backpack complaining that one of the seams has ripped. The customer wants to exchange the backpack for a new one. Which of the following is the LEAST appropriate response?

• you should have been more careful with it.

• No one has ever returned one of these before. They are known for being durable.

• I can offer you a discount on a different product instead.

• we don't accept exchanges for damaged items.

An associate has just spent an hour working with a client who is shopping for a party she is having this weekend. The customer realizes one of the last items in her cart is damaged. The employee offers to try to order a replacement for the damaged item and have it shipped to the customer in time for the party. The employee takes the customer's information, and the customer leaves with her purchases. The associate is due to leave for the day, and his supervisor has strict rules about overtime. What should the employee do about the special order?

• Make eye contact with the customer and wait for questions.

• Apologize, accept the bat, and offer to help the customer find the proper size bat for her daughter.

• Call the customer service hotline for the customer, and explain that the customer did not receive his reward coupons.

• Give the order to another associate to process, and ask that he follow up with the customer to let her know the order was placed.

A superstore bakery recently changed from in-store baking to the company's central baking plant. The bakery supervisor gives the associates a note explaining the changes taking place. A client asks a bakery associate why the changes are taking place. What should the associate do?

• Remove the sale sign, apologize to the customer, and allow her to purchase the item at the sale price.

• Try to soothe the customer and explain the features and benefits of the catering service.

• Check with the supervisor about the best way to handle the customer's question.

• Use the information in the memo to answer the customer's question.

Horizon electronics is launching a new all-in-one product. The product can be used to play music, watch movies, check email, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping that customers will buy it from your store rather than online or at a competitor's store. How should you prepare for the large amount of clients asking about this product?

• Test the item on display making sure you can explain how to use each feature.

• Remind customers they can return the item if it is too difficult to use.

• Test the customer's computer and determine whether there is a problem with the feature.

• Test the customer's computer and determine whether there is a problem with the feature.

What should a sales associate do when a store is out of stock or does not carry the exact item a client is looking for?

• Offer an alternative item that will fit the customer's needs.

• Suggest that the customer wait until the item is back in stock.

• Tell the customer to check another store for the item.

• Ignore the customer's request and move on to another task.

Which reason BEST explains why a sales associate should gain hands-on knowledge of a store's products?

• It is the best way to learn and remember product features so they can be explained to the customers.

• Sales associates should rely solely on customer feedback to understand product features.

• Gaining hands-on knowledge is only important for management, not for sales associates.

• Hands-on knowledge is unnecessary since product manuals provide all the needed information.

A customer calls the store to check if a particular digital camera is in stock, and the sales associate confirms that it is. The customer then states that he will arrive to view the camera shortly and mentions that he is in a rush. What would be the BEST way for the sales associate to prepare for the arrival of this customer?

• Check the fiber content and care label in the sweater

• "We carry a video available to demonstrate the tricks. I haven't totaled up your receipt yet. May I add that to your purchase?"

• Place the camera and memory card at the customer service desk with the customer's name attached, and request a page when the customer arrives so he can be quickly assisted.

• Explain to the customer that you do not carry canes and accessories, but you know another store that does and will be happy to call them

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?

• Tell the customer that prices are set and cannot be changed.

• Ignore the complaint and continue with the sale.

• Suggest that the customer look for cheaper options elsewhere.

• Try to soothe the customer and explain the features and benefits of the catering service.

A customer brings in a shoe with a broken strap. Which of the following questions would be acceptable in helping to determine how to assist the customer?

• you should Have taken better care of it.

• we can't help you with that.

• What can I do to make this right?

• why did you break it?