A customer purchased a barbeque 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 website to download the instructions.

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

Listen to the customer, apologize for the inconvenience, and offer to refund or exchange the merchandise.

Unhappy customers sometimes need to vent their feelings. What should a sales associate do in these situations?

Tell the customer to calm down.

Establish rapport by sharing their own frustrations.

A customer is looking for the right food for his dog, who has quit eating his regular brand. The customer does not have a lot of time to shop. What should the sales associate do to make the BEST use of limited time?

Ask questions about the dog’s age, health, weight, and exercise regimen, and suggest the customer try an appropriate brand.

Ask about the dog’s diet and suggest a series of dietary supplements.

Select a popular store brand and offer to ring him up to save time.

Let the customer know that your store has the largest variety of dog food brands in the city and suggest he spend time looking around.

A customer is looking 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 the white sofa, but I’m afraid it will be quickly soiled by my children and dogs.” Which of the following is the BEST response to help the customer make a good decision?

Ask “May I show you some of the washable slipcovers available for the sofa?”

Ask “What have you done in the past? Do you have another sofa the children and dog can use?”

Sympathize with the customer about the challenges of wanting style with growing children.

Suggest “Perhaps you should consider another sofa that won’t soil so easily.”

Two passengers are arguing that they have the same seat on an airplane flight. What should the flight attendant do?

Listen to the passengers explain the problem and ask to see their tickets.

Ask one passenger to volunteer to take a later flight.

Ask both passengers to immediately exit the plane.

Ask them to step out of the aisle so other passengers can board.

What should you do when faced with a customer who has a problem with a product or service that your store offers?

Listen until the customer has explained the problem in its entirety, then determine a satisfactory solution.

Call the manager as soon as possible so he or she may address the customer problem.

Inform the customer that you are not authorized to make a decision and that he or she will have to return to speak with the store manager.

Inform the customer that there is nothing you can do and apologize for the inconvenience.

A sales associate is responsible for answering the phone and taking orders at The Pizza Store. It is lunchtime, and all other employees are busy helping customers. The phone rings while the associate is taking payment from a customer. Which is the BEST way for the associate to answer the call?

Say “Good afternoon, The Pizza Store, may I put you on hold?” Then wait for an answer.

Say “The Pizza Store, may I put you on hold?”

Say “Hold, please.” Then get back to the phone as quickly as possible and apologize for the delay.

Say “Thank you for calling The Pizza Store.” Then place the customer on hold and get back to the phone as quickly as possible.

A customer walks into the store where you are working and begins to tell you about all the items he needs. How can you BEST make sure that you have understood his requirements?

Write down a list of his items, and then ask any necessary questions to clarify his needs.

Ask him to slow down and fully explain what it is he wants.

Try to remember everything he says, and then go and get what you think he needs.

Ask if he has a list he can share with you.

If you are working with a customer, how should you react when you are approached by a 2nd customer?

Acknowledge the 2nd customer and let them know you will be with them when you finish with the 1st customer.

Speak clearly so the 2nd customer can hear what you have to say.

Inquire about the 2nd customer's day and shopping experience so far.

Ask if you can be of any assistance to the 2nd customer.

Why should a sales associate offer additional services to customers?

Services can improves the customer's experience with products.

Services have much higher profit margins than products.

Services guarantee repeat business with the customer.

Services are designed to improve the quality of products.

As a sales associate, what is the BEST course of action to take when a customer asks a question you cannot answer?

Explain that you do not know the answer, but that you will find out the answer from a supervisor or co-worker.

Show the customer what you do know by discussing features that you already have knowledge of.

Offer an educated guess based on information or product knowledge that you do know.

Request that the customer wait while you quickly search for the answer on the company's website.

Your store policy is to not provide refunds for sale of personalized items. Which is the BEST way to ensure that customers are made aware of this policy?

Inform customers of the store policy as part of the checkout process.

Put up signs in the store stating the policy on returns.

Carry out the policy as needed and depend on customer to spread the word.

Post the store refund policy on the stores website.

An associate in a home improvement store is asked by a customer to cut some shelving to fit the measurements on his master bedroom closet., a service that the store freely provides. If the associate has never cut shelving before, what is the BEST response to the customers request?

Let the customer know that the associate will be happy to find a co-worker or supervisor to assist in cutting the shelving.

Apologize for not having been trained on the equipment and explain that the shelving will need to be cut elsewhere.

Politely request that the customer go to the service desk and ask for the cutting specialist on duty.

Take initiative and figure out how to use the cutting equipment to cut the shelves to the desires specifications.

When is the BEST time to inform customers about extended service plans available for items they are purchasing?

Early in the sales process as a benefit to the product being purchased.

As part of the greeting when the customer enters the department.

As soon as it determined that the plans are within the customers budget.

At the end of the sale, after presenting the associates accessories.

A bride is meeting with a hotel catering sales manager to discuss the menu for her upcoming reception. The bride wants a particular brand of cheese, but the hotel cannot guarantee that it will be delivered in time for the wedding. What should the catering sales manger do?

Review alternative and offer the best solution.

Provide complementary hors d'oeuvres for the reception.

Suggest that the reception be held at another location.

Restrict the selection of cheese to what is available on the menu.

A new cashier is working the register for the 1st time when a customer asks to write a check for $20 over the purchase total. The cashier is unfamiliar with the policy. What should she do?

Ask a fellow associate to confirm the policy.

Process the check as a cash transaction and ask the manger later.

Refer the customer to the manger.

Tell the customer it is against the policy.

A customer is purchasing a set of towels for a new apartment and is considering adding monogram to the towels. The store's policy states that the addition of monogramming would make the towels non-returnable, and the customer is slightly concerned the color may not match the apartments bathroom. In order to enforce the store policy, what should the sales associate say?

“please be aware that it is our store policy that personalized items cannot be returned.”

“Our return policy is quite strict, so I would recommend that you don't buy these towels.”

“I think you can return the towels for a refund if the color isn't right.”

“you can always exchange the towels for a different color if these don't match.”

A customer has just purchased a box of magic tricks as a birthday gift for a friends 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 she is just learning to read and the instruction manual may be difficult. What would the associate's BEST reply?

“We carry a video available to demonstrate the tricks, I haven't totaled up your receipt yet, May I add that to the purchase.”

“The box says 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.”

A customer calls the store about a purchase she made, which was advised for less at a direct competitor's location. The customer asks for a price adjustment on the item, and the sales associate is unsure how to respond. What is the BEST response for the sales associate to give the customer?

“I understand your concern, Please hold while I get someone to assist you right away.”

“This happens all the time; let me take your name and phone number and ask a manager to contact you.”

“I realize that you are upset; however, there is nothing out company can help you.”

“Thank you for calling, I am not able to answer your question; however, let me give you the number to the corporate office.”

A customer is in a wheelchair tries to enter the store using the accessible door, which is located at the rear of the store. The door is locked. The customer rings the bell and no one answer. A 2nd customer observes the customer in the wheelchair outside and tells the cashier. What should the cashier do?

Immediately call management to open the door for the customer in the wheelchair.

Ask the 2nd customer to make purchases for the customer in the wheelchair.

Ask the customer in the wheelchair to return to the store the next day when the door is unlocked.

Ask the 2nd customer to tell the customer in the wheelchair to use a cell phone to place an order.

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

Place the printer and appropriate accessories at the customer service desk with the customers name attached, and ask to be paged 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 printer in a bag with the customers name attached, and leave the bag at the customer service desk for quick access,

Select two alternative printer 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 landscaper is at a home improvement store to purchase a riding lawnmower. He mentions to the sales associate that he has several acres of grass. What is the BEST way to proceed?

Explain your store's extended warranty program and offer to sign up the customer on a free trial.

Offer a grass catcher as an accessory.

Ask how the customer plans to use the mower and then offer an appropriate service of accessory.

Tell the customer he made a great choice and ring up the sale.

You are working in a local paint supply store when a customer comes in with a color sample and asks you to mix paint that will match the color she wants. Although you have received training using the color mixing machine, which included hands-on experience, you have never used it on your own with a customer watching. What would be the BEST action to take to ensure you mix the paint correctly and learn from the experience?

Call a co-worker over to assist you by monitoring what you are doing and offering help if you need it.

Remember your training, try to do it on your own and hope that it turns out ok.

Tell the customer that you will have to pass her to another associate as you are not confident you can help.

Ask the customer to come back in 30 minutes because another associate will be available to help.

Bob is a regular customer who comes into a bank on Saturday to resolve a mortgage problem. Bob waits in a long line for the next available associate. Finally, he is next in line, and the associate, Janet, asks how she can help him, Bob responds, and Janet realizes that she does not know anything about mortgages, Which of the following should she do FIRST?

Thank Bob for his patience and immediately ask the manager for help.

Ask Bob if he needs help with any other banking issues,

Suggest that Bob wait for another associate who might be familiar with mortgages,

Tell Bob to come back on Tuesday when the mortgage specialist is in.

An associate has just spent an hour working with a customer 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 purchase. 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 that the order was places,

Leve the order with instructions on the supervisor desk to keep in a safe place, and leave work.

Go home. Call the customer on his next work day to let her know what happened with his schedule and that he is sorry for the mix up.

Call the customer on his next shift and tell her he tried to order the item from the warehouse, but it was not available.

A customer approaches you holding an ad and a coupon for window shades from a competitor's store and asks to see the merchandise described in the ad. You are aware of your competitor's special promotion. Which of the following is the BEST response to gain interest of this undecided shopper and make the sale?

“I see you've got a coupon from XYZ Co. Tell me more about what you're looking for. I'm certain we can find it in stock in our large inventory. Are you aware of our 48-hour free installation policy?”

“I see you've got a coupon from XYZ Co. Have you already been there? I read their ad that they no longer place custom orders,”

“I see you've got a coupon from XYZ Co. I had a customer yesterday who had looked at their assortment and wasn't very impressed. She ended up coming here to look,”

“I see you've got a coupon from XYZ Co. I know they beat our price on that line of shades this week. It seems like you really like that brand, but I wish you were interested in looking for something else.”

The bank where you work at as a teller has just been taken over by one of your competitors who has come different services from these you are familiar with, What would be the BEST way to learn about the new services?

Read other competitors' brochures, looking for descriptions of similar services,

Concentrate on what you already know and rely on your customers telling you about the new services.

Look on the new company website where they list the features of their services.

Wait until you supervisor sends you to a formal product knowledge training program.

Which is the BEST reason for a sales associate to know he store's promotions and advertising?

To answer customers' questions about price and location of sale items.

To sway customers' decisions and sell products more quickly.

To suggest additional merchandise for customers to buy.

To know the frequency of sales within the department.

What should a sales associate do if a customer delivery is delayed?

Apologize for the inconvenience and inquire with management about a resolution.

Explain that the deliveries are backed up and that the situation is being resolved.

In the future, only give approximate dates for delivery so to not mislead customers.

Direct the customer to the shipping/receiving department.

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

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

Make sure the store is properly staffed to handle the demonstrations.

Make sure you have decorated the display table to attract customer.

Check the laptops to make sure they are labeled and priced correctly.

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

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

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

Offer to find out where to get the item,

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

A customer service representative in Credit Services takes a call from an angry customer. The customer was charged three times for the same transaction. What should the representative do?

Listen, empathize, and fix the problem,

Put the customer on hold and tell the manager.

Immediately transfer the call to the manager,

Listen and ask the customer to come to the office and meet with the manager.

Which is the MOST important step a sales associate should take to ensure that a product is working before demonstrating to a customer?

Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located.

role-play with a coworker who can ask difficult questions in a customer scenario.

Have all vendor-supplied marketing materials on-hand and a display model ready to go.

Read and understand all the information about the features being demonstrated so that they can be shown with ease.

A customer who is shopping for a cordless drill has decided on the SC15C, a 12-volt cordless drill that includes a rechargeable battery and carrying case. The customer asks a sales associate to match a lower price for the same drill on a competitor's website. The associate views the website and discovers that the advertisement is for the SS12C, a 12-volt cordless drill the includes a rechargeable battery, but no carrying case. What is the associates BEST response to the customer's request?

Using the information on the competitor's website, explain the product's similarities and differences.

Apologize to the customer that the store's policy does not allow price matches on website sales.

Show the customer another drill at the lower price point that does not include the carrying case.

Request that the customer first confirm that the competitor still has the same drill in stock.

A customer is checking the price tags of a variety of black sweaters. Some are on sale, while others are new in stock and sold at full price. A few of the sweaters are very expensive. What would be the BEST thing for the sales associate to say to engage the customer and determine how much the customer might be willing to spend?

"There's a lot of black sweaters to choose from, aren't there? The cotton sweaters are the least expensive, and the cashmere sweaters are the most expensive, with the wool sweaters falling somewhere in the middle. Which one do you prefer?"

"How much did you want to spend on a sweater? I know what your budget is, I can help you save time looking through all these racks and direct you to the right merchandise."

"I noticed you were checking the price tag of those black sweaters. Would you like me to direct you to the sales section? That's where you will find the best values."

"We have some really beautiful black sweaters in stock. The most luxurious styles we have over there. They are a little more expensive, but I'm sure you'll agree it's worth it. Come with me and I will show you what we have."

A sales associate observes a customer looking at a display of bicycles, comparing prices between brands. What is the BEST thing the associate can say to determine the customers price range?

"How will you be using the new bicycle? The ones in this area are great values for basic riding around town. The bicycles in that area are more expensive but offer great features for off road and mountain biking."

"Are you looking for yourself or is this going to be a gift? If it's for you, you may want to spend a little more. You're worth it?"

"Did you have a specific budget in mind for this new bicycle? Some of these can be very expensive, but we have financing available!"

"Do you know which brand you want to go with? Different brands are better for different uses."

Which open-ended question will BEST help a sales associate determine what kind of television is appropriate for a customer looking to purchase a new one?

"What did you like or dislike about your last television?"

"Are you replacing your current television?"

"Do you prefer a specific brand of television?"

"What are the dimensions of your living room?"

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

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

Tell the customer that you are new to the company and that you do not know anything about the reward program.

Provide the customer with the phone number for customer service, and ask him to call for information.

Explain to the customer that the manager is the only person who could help him, and ask the customer to call tomorrow.

When greeting the customer on the telephone, which of the following greetings is MOST appropriate?

"Good morning. You've reached XYZ Company. How may I help you?"

"Good morning. XYZ Company. This is Mr. Polsky. How may I direct your call?"

"Good Morning. XYZ Company. We are currently working with customers. May I take you name and number and call you back?"

"Good morning. XYZ Company. Please hold, I'll be happy to assist you in one moment."

An associate is helping a customer who has a strong accent and speaks very little English. The associate barely understands the customer. What is the BEST action the associate can take?

Listen carefully, speak slowly, and show items that match the customers words.

Try to get the customer to use gestures.

Ask the customer to please wait, then try to find an associate who speaks the customers language.

Get the supervisor to talk with the customer.

George explains that he can no longer see his computer monitor because he has developed poor eyesight. He would like to buy a new monitor. What should the sales associate do?

Demonstrate the features of monitors that may be suitable.

Suggest that George consult with an eye-care specialist before buying a new monitor.

Ask George when the problem with poor eyesight developed.

Lead George by the arm to the computer monitor area.

It's the night before Thanksgiving and the checkout line at the grocery store is very long, When it's her turn, Carrie exclaims loudly, "It's about time, I have been in line for 15 minutes. Why don't you have more cashiers?" What is the BEST response the cashier can provide?

"I appreciate your patience, and I'll pass it along to our manager."

"I suggest that you fill out one of these customer feedback cards and drop it in the box."

"I'm sorry. I'm working as fast as I can. This is the busiest day for the year."

"The manager makes the decisions about staffing. You can talk to her on her way out."

Customer Service Certification Review Questions

Authored by Trevor Bergeron

Social Studies

10th Grade

Used 1+ times

Customer Service Certification Review Questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In the CRAVED model, why is it important to understand that certain products are considered disposable when addressing potential shoplifters?

It assists in setting appropriate customer expectations.

It helps identify high-risk items for theft.

It improves the accuracy of inventory counts.

It ensures better management of return policies.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In the CRAVED model, why is it important to understand that certain products are considered removable when interacting with customers?

It helps implement effective anti-theft measures.

It helps in setting appropriate customer expectations.

It allows for better marketing strategies.

It improves the speed of customer checkouts.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How can setting a SMART goal for managing high-risk items in a retail store help retail associates enhance their performance?

It provides a clear framework for evaluating service quality.

It ensures that all customer queries are addressed within the same timeframe.

It sets specific, measurable targets for reducing wait times and increasing customer satisfaction.

It simplifies the process of handling customer feedback.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the BEST resource for a sales associate to use to gain information about the benefits of a store’s products and services?

Marketing materials provided by the vendor.

Independent industry sources online.

Knowledgeable team members.

Company-provided training and testing.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Why is it important for sales associates to know how a store’s products compare to products of a competing store?

To explain why customers should avoid purchasing competing products.

To highlight the differences between the store’s products and those of the competition.

To inform customers why they can find the best products at the best price.

To plan for future purchases when the competitors’ products will be on sale.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Julie, a customer, places her previously purchased coat on the counter with a receipt. She has seen that the coat is now 30% off the price she paid three weeks ago. The store has a 14-day sales price adjustment policy. She wants a credit for the price difference. What should the associate do?

Suggest that the customer return the coat, then buy it again at the discounted price.

Ask the customer to wait while the sales associate asks the manager for approval.

Tell the customer there is nothing the associate can do to help her and move on to the next customer.

Suggest that the customer pay more attention to the sales dates in the future.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When following up on a customer’s recent refrigerator delivery and installation, the customer explains that the delivery person’s muddy shoes soiled the carpet. What is the sales associate’s BEST response to the complaint?

“I apologize for that. Is the refrigerator working to your satisfaction?”

“I’m sorry to hear that. What can I do to make this right?”

“That’s strange. The delivery people are supposed to take their shoes off.”

“What was the delivery person’s name? I’ll be sure to let him/her know about the problem.”

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