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WorksheetsCustomer Service Exam II
Total questions: 48
Worksheet time: 27mins
A customer says, “I know this is a popular line, but this is an awful lot to pay for a simple white T-shirt.” The best option for the sales associate is to:
Provide more information
Make it easier to buy
Suggest an alternative
None of the above
A layaway option could satisfy a customer’s objection regarding:
Warranty
Capacity
Affordability
Delivery time
If a customer wants an item that is out-of-stock, you should do all of the following except:
Find out when the next shipment is due to arrive
Contact other stores in your chain to see if they have it in stock
Check with the warehouse and see how quickly it can be transferred to your store
Take the customer’s phone number but don’t promise to call by any specific date
Brand loyal customers:
Always purchase from the same store
Ask for a particular make by name
Either of the above
none are correct
If a customer does not have a clear picture of what she wants, the sales associate should:
Point out the product that sells the best
Ask questions that can be answered “yes” or “no” to quickly narrow the options
Demonstrate the sales associate’s personal favorites
Ask open-ended questions to determine the customer’s needs
When asked, “Is this a good sleeping bag?” a sales associate’s best response is:
“Yes, and it’s on sale.”
“It’s our best-seller.”
“I love mine.”
“Can you tell me where you’ll be using it?”
A customer will be more likely to buy a product such as a DVD player if you:
Show how easy it is to program
List every feature the DVD player has
Open the manual to show how instructions are displayed
none are correct
Customers most likely need your help when:
They are buying a product for the first time
They purchase an item frequently
An item includes assembly instructions
A and C
All of the above
If you discourage customers from purchasing a product that exceeds their needs, they are most likely to:
Appreciate your honesty
Resent your interference
Buy more than they need anyway
none are correct
Which of the following examples BEST represents cross-selling?
Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes.
Discussing the benefits of different brands when a customer is purchasing a computer.
Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas.
Showing the customer a matching scarf and gloves when the customer purchases a winter coat.
What is the most effetive way to determine a customers price range for an item?
Ask how much of weekly income the customer can spend on the product
Listen closely to the customers responses to questions regarding price
Watch the customers body language when showing the customer a price tag
Expect that if the customer like the quality; price wil not be an issue.
Which of the following BEST defines a guarantee?
Coverage of the defects described in the information provided by the manufacturer
Certificate insuring that a product has been properly inspected by the manufacturer
Service contract that covers products beyond the time frame or conditions stated by the manufacturer
Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.
If the store does not offer the particular product the customer is looking for to use this weekend for a party they are hosting, your FIRST option should always be to
convince the customer he doesn’t need it anyway
Suggest alternatives that your store does carry
Immediately refer him to a competitor
Inform him of the drawbacks of the product he is seeking
Offer to special order the item.
If the store does not offer the specific one of a kind particular product the customer is looking for, your FIRST option should always be to
convince the customer he doesn’t need it anyway
Suggest alternatives that your store does carry
Immediately refer him to a competitor
Inform him of the drawbacks of the product he is seeking
Offer to special order the item.
A customer is ready trying dresses on. A sales associate may assist by
Asking what size the customer wants in the locker room
Asking how much the customer plans on spending
Offering 2 sizes stating each brand varies
none of these are acceptable
The BEST way to sell a new pizza at a bulk discount store (like SAM’s) is
Taste test
End of aisle display
Product comparison
Sales advertisements
When is the BEST time to tell a customer about a product warranty?
At the beginning of sales process when discussing benefits
During check out process
When the sale is complete
When you are ringing up the customer
A sales associate hears another associate struggling to answer questions from customer.
Stop and introduce yourself and help the associate
Stop & switch with the other sales associate so you are both working on something
A customer is looking for an item that is out of stock. How can the sales associate BEST assist that customer?
Personally deliver the item when in stock
Offer alternative that meets the customer’s needs
The warranty is an excellent tool for you to use to:
Prove that your company has the BEST price
Explain your company’s return policy
Reassure the customer about a product’s quality
none are acceptable
Which of the following is a benefit of the down comforter (bed spread)?
The comforter is white.
The comforter will keep you warm and cozy.
The comforter is a queen size.
The comforter has a high thread count.
A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?
Apologize for the inconvenience & give the refund unless they prefer an exchange or store credit
Ask them why they didn’t want it and give them store credit
No returns at this point in time
None are acceptable
A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what they are looking for?
Do you like a certain brand?
Is there a price you are staying within?
How will you be using your phone? Is it for business or personal use?
Do you like the iPhone or a Samsung
Why should a sales associate read a flyer about a competitor’s price?
Be knowledgeable of prices when informing customer
To tell the customers about the stores that have products that cost more than yours
To always price your product a few cents below their products
The customer is looking at 2 cameras & can’t decide which one to buy. What should the sale associate ask the customer to figure out which one is best for them.
Do you like this brand?
Do you prefer this or that camera?
What type of pictures do you plan to take with this camera?
none are acceptable
The sales associate’s communication with a phone customer is best projected through his/her
Tone of voice
Problem solving
Listening skills
Patience
An advertisement for the AC unit states “you buy it and we install it” but then the sales associate gives the customer a list of items that the store doesn't do installments for and the AC unit is on the list. How will you handle this situation?
Apologize for the inaccurate ad, pay for the professional to install, and take down the inaccurate ad.
Give the customer money to get the AC installed by a professional.
Honor what the advertisement says and complete the installment yourself.
Apologize for the inaccurate ad and pay for a professional to install.
A customer comes in to return an item without a price tag attached 1 month from the date on the receipt. The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item.
Tell the customer they should have returned in 3 weeks ago.
Let them know you can’t accept the return but you can make an exchange.
Accept the return regardless of what the return policy states.
Don’t give them their cash but give them a store credit.
Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?
To prove you will not need a warranty.
A promise to replace the product no matter what happens.
To show it isn’t the best quality so you need a warranty.
A promise to stand behind the product
Extended warranties are service contract that are not actually warranties b/c it is sold separately at an extra cost. The warranty is provided by the manufacturer. The extended warranty is provided by the:
Manufacturer
Customer
Retailer
none are acceptable
e BEST way for a sales associate to show the product’s quality is to
Say you use it
Let them read label
demonstrate it
show the product being used on the internet
A sales associate went to a class to learn about a portable Bluetooth speaker and forgot how long it takes to charge the battery. He should
Look on Internet when he goes home
Read an advertisement
Ask another person with a similar portable speaker
Review online class
A retailer may allow for a more flexible return policy because it
Keeps his best customers returning
Allows teenagers to wear outfits & return them afterwards
Keeps customers from getting angry and yelling at the associate
Keeps customers from being dissatisfied by allowing them to return or exchange
WHY should you know about your competition?
To say we offer a better price
To be prepared for questions
To explain why our product is better
To get a promotion
What type of question will help you understand a customer’s pricing needs without making them feel uncomfortable?
How much exactly do you want to spend on this product?
What kind of brand do you currently own?
Do you want to look on the clearance rack?
Do you want a chep or expensive product?
A customer comes in with broken shoe. The sales associates BEST response is
Was it satisfactory before?
How did you break it?
Was your foot too big for that size?
What can I do to make right?
a customer becomes irate, the sales associate should call the
Refuse service
Customer’s mom
Police
Manager
What is the sales technique used to get a customer to spend more by purchasing a product that’s related to what’s being bought already (ex. Digital camera & memory card)
Direct Selling
Up-Selling
Cross Selling
Hard Selling
How should an employee act when discussing the warranty or return policy with a customer?
Subjectivity
Objectivity
Maturity
Sincerity
What should an employee show to deal with an inconvenienced customer?
Empathy
Patience
Sincerity
Maturity
What should an employee show to deal with angry customers?
Empathy
Patience
Sincerity
Maturity
What should an employee show to a customer in uncomfortable situation?
Sincerity
Maturity
Objectivity
Subjectivity
How should an employee act when discussing how a customer looks in dress?
Sincerity
Maturity
Objectivity
Subjectivity
A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer’s questions. Another associate overhears the customer and offers to help. Which of these should the first associate do?
Politely refuse the help and try to answer the customers questions anyway
Ignore the other associate, who probably only wants the commission on the sale
Let the other associate help the customer and look for another customer to help
Accept the offer of help & listen to the answers to the customers questions.
A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago & that the lights on the truck do not work. Which of these should the associate say FIRST?
“With this kind of toy, it’s always best to check the batteries first. Let me check them for you.”
“Are you sure that you bought the truck at this store? Do you have your receipt, please?”
“We’ve never had any complaints about the truck before. What do you think your son did to it?”
“We’ve had a lot of complaints about the truck. You might want to contact the manufacturer.”
In preparing a resource list for your customers, you should consider including:
Local companies that have complementary services to the products you sell
Phone numbers that customers have requested in the past, such as a taxi service
Information about companies you recommend, such as repair shops
All of the above
Which of the following steps will help you keep commitments to customers?
Promising customers you will find the items they request
Calling customers back only when you can find the requested item or information
Immediately stopping whatever you’re doing to take care of phone customer requests
Calling customers back in a timely manner
To help build customer loyalty, you should:
Say what you’ll do and be very clear on what you are promising; make notes so you will remember
Not risk disappointing a customer by telling him when you cannot make an exception
Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices
A and C
