A client purchased a barbecue grill at a store, loaded it into his car, and took it home. When he opened the box to assemble the grill, the instructions were missing. The customer returns to the store very upset. What should the sales associate do to satisfy the customer?

Listen to the customer, assure him that you understand his frustration, and ask if he would be satisfied with you locating another set of instructions.

Acknowledge the customer’s frustration and refer him to the manufacturer's website to download the instructions.

Listen to the customer, apologize, and offer to return or exchange the merchandise.

Listen to the customer, apologize for the inconvenience, and refer him to the manager.

A sales associate is helping a customer with a new sweater that just arrived. The customer asks about the proper care instructions. What should the sales associate do?

Check the care label in the sweater and advise the customer.

Call over the manager to answer the question.

Ask another sales associate if he or she knows the care instructions.

Assume it is the same as the other sweaters and give those instructions.

You are a counter associate at Artie's Pizza. A customer comes in with his heart set on a calzone. Your boss did not make calzones today, but you remember seeing on your way to work that Brother's Three Pizza was advertising calzones. Which of the following is the BEST thing to do?

Send the customer to Brother's Three Pizza

Order a calzone from Brother's Three Pizza and sell it to the customer

Suggest some other Artie's Pizza special in place of a calzone

Tell the customer about the high calories in calzones and suggest a healthier option like one of Artie's salads

A customer selects a DVD player based on price and features. The customer wants to know if the remote control will work with a 12-year-old TV. Which of the following should the sales associate do?

Give the customer a toll-free telephone number for the TV's manufacturer.

Suggest that the customer check the DVD player's manufacturer's website.

Tell the customer that it is necessary to replace the TV.

Look in the DVD player's manual while the customer is in the store.

A store adopts the following return policy: "Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any electronics purchased between November 22 and December 24 may be returned until January 12 or as regular policy allows, whichever is later. All electronics purchased on or after December 26 will be subject to our existing return policy. All other terms and conditions of our return policy apply." A client comes into the store on January 15 and wants to return a printer that was purchased during a store sale on December 15. Under the stated policy, should a sales associate accept the item for return?

No, because it was not within the stated time period for return.

Yes, if the store is running out of the item and could use the inventory.

Yes, if the customer was away on business until after the return period.

No, because the printer was originally purchased during a store sale.

A customer comes into your store and asks if you carry any types of walking canes and accessories. Knowing that you do not carry canes or accessories, how should you handle the customer?

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.

Explain to the customer that your store is not large enough to carry every item.

Explain to the customer that you do not have a large demand for canes and accessories; therefore, it's not necessary to stock them.

Explain to the customer that you do not make a lot of profit in selling canes and accessories; therefore, you do not carry them.

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?

Place the camera and a 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.

Locate the manufacturer's brochure and appropriate accessories, and be prepared to offer an extended warranty to the sale.

Place the camera in a bag with the customer's name attached, and leave the bag at the customer service desk for quick access.

Select two alternate camera models with features similar to the ones the customer inquired about so that you can present a variety of products when the customer arrives.

A customer is interested in buying his first MP3 player. Technically, the customer knows very little about MP3 players but has already made up his mind on which player he wants. As a sales associate, you should do which of the following?

Sell the customer the player he wants and move on to the next customer.

Suggest to the customer that you know more about MP3 players than he does, and recommend the device.

Ask additional questions to confirm that the player will meet the customer's needs.

Ask a coworker to validate your opinion of the player to convince the customer your choice is best.

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

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

"The box says that this toy is for children his age. I'm sure he'll be fine with the manual."

"Would you like me to suggest some other gift items that would be more appropriate for a child who can't read well?"

"Maybe the boy's parents could read the instructions to him until his reading improves, and then he can practice the magic tricks on his own."

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?

Apologize for the inconvenience and offer to personally deliver the item once it is in stock

Suggest that the customer come back next week, when the item will be in stock

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

Persuade the customer to choose something else

A sales associate sees a client looking at a dress and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the associate say?

Would you like me to bring one to the fitting room for you to try on? What size would you like to try?

I am glad to issue credit, but it is usually a user problem and not a product defect.

We're almost sold out. I have sizes 10 and 12 left. Which would you like?

Would you like to purchase any accessories with that dress?

A customer calls your luggage store in a panic and tells you that the zipper on his suitcase is no longer working. The customer is leaving in three days for a trip to Europe. He has found a suitcase on your company's website that he would like to purchase. You do not have the particular suitcase in stock at your store but can order it for the customer. Which of the following should you do?

Tell the customer the item can be ordered and should arrive in time if he is willing to pay for the overnight delivery.

Tell the customer to contact the manufacturer about his current suitcase to see if it is under warranty.

Try to sell the customer a more expensive suitcase that you do have in your store.

Provide a list of other luggage stores in the area for the customer to call.

When is it appropriate for a sales associate to call the manager for assistance with a customer?

When there is a problem resolving the customer's complaint

When the customer makes a negative comment about the retailer

When the telephone rings, leaving the associate unable to talk to the in-store customer

When the work-shift ends and the customer is not ready to buy

A customer has a question about the care of a sweater. What is the BEST way for a sales associate to find information on this topic?

Check the fiber content and care label in the sweater.

Ask another sales associate about caring for the sweater.

Ask the store manager where to find the information.

Check the manufacturer's website with the customer.

What is the MOST important information a sales associate should look for when studying the store's competition?

Product details and specifications offered by the competing store, such as brand, price, size, and warranty.

Flow of the competing store, including product displays, and the location of cash registers and service desks.

Product sale and sale-timing information that the competing store places on websites and newspapers.

Selling techniques and product demonstrations employed by sales associates at the competing store.

Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?

To make it easier to demonstrate and sell products

To learn how to push slow-moving products and not lose a sale

To warn customers about products that are difficult to assemble

To impress customers by demonstrating knowledge and expertise

During a slow business period, an associate sees a new hire having trouble answering a customer's questions. The customer is ready to leave. What should the associate do?

Approach them and ask, "Can I help answer any questions?"

Step in and say, "Here, let me help," then ring the sale

Alert the manager that the new hire needs help

Watch without interrupting and advise the new hire after the customer leaves?

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?

"What can I do to make this right?"

"Was the shoe satisfactory before this happened?"

"Who sold the shoes to you? Do you have your receipt?"

"We never have problems with these shoes. What were you doing when the strap broke?"

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?

Use the information in the note to answer the customer's question.

Explain that it is not clear why the company made the change.

Ask the customer to fill out a card questioning the change.

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

Why is it important for sales associates to understand written and multimedia materials provided by the company, the manufacturer, and the supplier?

It helps acquire customer trust when associates can recite specifications about a product.

It demonstrates to the manager that the associate took the time to find out more information about a product.

It helps the associate clearly and accurately provide customers with answers to questions on products.

It lets the manager know the associate is eager to learn and wants to stay busy when customer traffic is low.

A client wants her grocery store to start carrying a new item. She asks a stock clerk if that is possible. How should the clerk respond?

The stock clerk should offer to find out where to get the item.

Tell her that the store does not typically do special orders.

Send her to another grocery or specialty store that may carry the item.

Ask the manager on duty to talk with her about stocking the item.

A preferred customer is at the register collecting a gift from a mailed promotion. The next customer in line wants a gift also and is getting angry. Which of the following should the sales associate do?

Ask the preferred customer to step aside temporarily and assist the waiting customer.

Prioritize the preferred customer and handle their transaction first.

Explain the qualifications to be a preferred customer and how to receive free gifts.

Offer a similar promotional gift to the waiting customer to appease them.

You are working with an in-store customer to determine a delivery date. Two of your three phone lines ring. What should you do?

Prioritize the in-store customer and let the phone calls go to voicemail.

Politely ask the in-store customer to wait while you answer the phone calls.

Excuse yourself. Answer the phone immediately and ask the caller to hold, then finish with the customer in front of you.

Delegate answering the phone calls to another available staff member.

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?

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

Apologize to the customer, but be very clear that associates have no control over the prices.

Get another associate to explain the pricing to the customer.

Suggest that the customer book the event with the caterer across the street.

A customer would like to reserve an ocean-view room with a balcony at a hotel, but the ocean-view rooms are all occupied. What is the BEST next step for the hotel desk associate?

Apologize and explain the hotel's room availability policy.

Offer a discounted rate on an alternative room.

Suggest the alternative of a bay-view room with a balcony, which is available.

Inform the customer that ocean-view rooms are not guaranteed.

The store has just introduced a new line of home theater speakers, and the sales associates have no experience with the brand. What is the BEST way for the sales associates to gain knowledge on the new vendor's product line?

Complete all new training and review vendor-supplied information on the features and benefits of the products.

Get feedback from other vendors in the same product line, and compare and contrast the new products' features with existing vendors' products.

Research industry websites that contain expert reviews, comparisons, and customer feedback on the products.

You are on duty stocking shelves with your fellow associates, and a customer is having difficulty locating a specific product that is located in a different department. Which of the following is the BEST action to take?

Take the customer to the other department, and hand her off to another associate.

Point the customer to the proper department, and send her in that direction.

Go to the other department, and get the item for the customer.

Call for a manager to take the customer to the other department and find the item.

Which gesture by customers MOST likely indicates that they are agreeable to the sales price?

Standing with their hands on their hips

Tapping their foot on the floor

A customer enters a cosmetic store. She says she has always wanted to wear red lipstick but has no idea what shade looks good on her. Which of the following is the BEST way to assist the customer?

Offer samples so she can test them.

Suggest shades that you feel best match her skin tone.

Give her a coupon for a discounted second item with her purchase.

Ask her the name of her favorite brand.

What is the best method a sales associate can use to learn the product knowledge needed to sell a new line of appliances that the store has just started to stock?

Attend product demonstrations offered by the manufacturer at the store, and ask questions while taking notes.

Meet with several experienced sales associates in the store, and ask them for guidance and advice.

Observe the store manager assisting a customer, and try to employ the same techniques that were used.

Research the product line on the Internet, and print out and read any available product information.

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

Offer the customer a choice of holding while he finds the answer or receiving a call-back.

Tell the customer he doesn't know the answer to the question and politely end the call

Put the customer on hold and search for the answer quickly while the customer holds

Give the customer as much of an answer as possible based on the knowledge he has.

A client wants to buy a digital camera but is concerned that it may be too complicated to upload photos to her computer. What should the sales associate do?

Demonstrate and explain the steps to upload photos.

Review the manufacturer's warranty to reinforce quality.

Mention that an easy-to-read instruction manual is included with the camera.

Inform her of the store's return policy in case she is unsatisfied with her purchase.

Why is being a knowledgeable sales associate a KEY component of providing exceptional client experience?

It improves the sales associate's confidence and level of customer service by having increased product knowledge.

It allows the sales associate to rely on the manager or other associates less when answering customer's questions.

It allows the sales associate to spend more time with the customers and less time in product classes.

It will make the sales associate more likely to receive a promotion from his manager.

A customer asks a sales associate to ship a gift overseas. The company does offer this service. What should the associate do first?

Check the company's shipping policies and procedures.

Ask the customer for the destination address.

Explain the delivery options and charges.

Package the gift securely for international shipping.

A mother purchased a new softball bat for her daughter, who is playing softball for the first time. The bat that the sales associate recommended was too heavy. The mother is returning the bat. What is the BEST course of action for the client service representative?

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

Apologize but let the customer know that she would be unable to return the bat.

Apologize and tell the customer that you will inform the manager about the issue.

Apologize, process the return, and thank the customer for bringing the mistake to attention.

Which of the following approaches would be the MOST effective greeting for a sales associate to use when greeting a family entering a department store?

Ensure the entire shopping party is included in the greeting.

Acknowledge the main customer, but wave and smile to all family members.

Ask the customers 'How may I help you?'

Comment on a likable aspect of one of the customer's clothing.

A sales associate in the clothing department notices that a client is waiting impatiently in the electronics department. Which is the BEST example of how the associate should approach the client to offer help?

Hey there! I know waiting for help in a busy store can be frustrating. I'm free now, so what are you looking for?

Hello. Which department were you looking for help in?

Welcome to the store. If you haven't already been helped, I'm happy to do so. What brings you in today?

You seem a bit agitated. I'm sorry for any inconvenience. Can I help you?

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 allows credits to be given in the store, and it does not allow for credits 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?

Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.

Clearly repeat the policy so the customer understands there is no other option.

Explain how the customer and store benefit from the store's policy.

Inform the customer of dates when the item may be on sale again.

A client calls to order a bouquet of tulips from a florist. Tulips are out of season, and the florist will not be able to order them for three months. Which of the following is the associate's BEST course of action?

Offer different flowers and notify the customer when tulips are available.

Provide phone numbers of other local florists who might currently carry tulips.

Tell the customer that tulips are impossible to order at this time of year.

Ask the customer to call back when the owner is available.

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?

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.

Proceed to place the special order despite the supervisor's denial.

Inform the customer that the order cannot be placed due to the supervisor's denial.

Leave the matter unresolved and let the customer handle it independently.

A customer buys an oven. After the oven is installed, the customer calls the store and complains about a problem with the oven. The associate should FIRST:

Apologize and ask for more information about the problem.

Offer to have a new oven installed at no charge.

Transfer the call to a more senior associate.

Put the customer on hold and refer to the store return policy.

Customer Service Practice Quiz

Authored by Ann Danowsky

English

11th Grade

CCSS covered

Used 3+ times

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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 number of clients asking about this product?

Train all sales staff extensively on the product's features, benefits, and common customer questions, ensuring they can confidently answer any inquiries and highlight the sale price to incentivize in-store purchases.

Identifying customer preferences and tailoring sales pitches accordingly based on past purchase history and interactions within the CRM.

Utilizing customer feedback within the CRM to proactively address potential issues before they arise and provide personalized solutions.

Tracking customer engagement metrics to identify which communication channels are most effective for each individual customer and adjust outreach accordingly.

Leveraging customer data to anticipate upcoming needs and provide proactive recommendations for products or services that align with their past behavior.

Tags

CCSS.RL.8.1

CCSS.RL.11-12.2

CCSS.RL.9-10.2

CCSS.RI.8.2

CCSS.RL.7.2

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