Choose the BEST answer. A superstore bakery recently changed from in store baking to the company’s central baking plant. The bakery supervisor gives associates a memo explaining the changes taking place. A customer asks a bakery associate why the changes are taking place. What should the associate do?

Choose the BEST answer. A retailer encourages customers to use their mobile devices “check-in” when they walk into the store location. How can the retailer best use check-in data to gather information about the customers?

Choose the BEST answer. A customer wants to buy a digital camera but is concerned that it may be too complicated to upload pictures to her computer. What should the associate do?

Choose the BEST answer. While returning from a lunch break, an associate is approached by a customer for help. The associate should:

Choose the BEST answer. A representative from a popular cosmetic company is coming in to demonstrate makeup applications. The associate attended the last product demonstration and is very familiar with how to use them. Why should the sales associate attend this demonstration again?

Choose the BEST answer. Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experience?

Choose the BEST answer. A customer is shopping for golf shoes at a local sporting goods store. The customer asks the sales associate if the shoes are waterproof. The sales associate replies, “No, sir. The shoes are not waterproof.” What should the associate add in response to the customer’s question?

Choose the BEST answer. A customer approaches a sales associate for help with purchasing a golf driver. The customer wants to be sure that the driver fits his height and price range. What approach should the sales associate take to ensure that the customer buys the correct driver?

Choose the BEST answer. During a busy day at a shoe outlet, several customers are waiting to try on shoes and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?

Choose the BEST answer. A sales associate sees a customer 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 sales associate say?

Choose the BEST answer. A sales associate completes an online training class for the store’s new MP3 players, but she cannot remember how long it takes to charge the batteries. What should she do?

Choose the BEST answer. A customer calls and asks an associate to search for an item. The associate knows that the item is not in the store. The BEST approach to serving the customer is:

Choose the BEST answer. While demonstrating a new blender, the sales associate showcases the product's ability to make smoothies using a specific setting. What product feature do the settings describe?

Choose the BEST answer. A customer is leaving the next day for a trip to a foreign country and is busy shopping in your store for some last minute travel items. The customer is in need of a special adaptor so that she can plug in her hair dryer and computer during her trip, but she cannot seem to find it. You offer to help her look and discover that it is out of stock. Yesterday you heard a supervisor make a special order and ship the item overnight to a customer. What would be the BEST way to proceed with this customer?

Choose the BEST answer. An associate has just spent 30 minutes showing a customer the features of a handheld computer. The customer says, "I can get this for a lot less over the Internet. Your prices are outrageous!" Which of these is the associate's most professional response to the customer's remark?

Choose the BEST answer. 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 allow credits to be given in the store, and it does not allow credits to be given 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?

Choose the BEST answer. What should a sales associate say to a customer who has returned a product that they purchased last month?

Choose the BEST answer. How can an associate BEST use the information in a customer relationship management system to improve customer satisfaction?

Choose the BEST answer. A customer looking to upgrade a wireless phone is considering a smartphone that is offering email, online shopping, and navigation features. The customer is nervous that the new phone may be difficult to use. What is the sales associate's BEST approach for guiding this customer to an upgraded model?

Choose the BEST answer. A loyal customer that has been shopping with your company for years tells you that they did not get their recent reward coupons the last time they visited the store. How should you handle the situation?

Choose the BEST answer. A customer has just purchased a box of magic tricks as a birthday present for a friend's son. While the associate at the toy store is wrapping the gift the customer mentions that they are a bit concerned. They think that the child may have trouble learning how to perform the magic tricks because they are just learning to read and the instruction manual may be difficult. What would be the associate's BEST reply?

Choose the BEST answer. A customer is looking at televisions. What is the BEST question for the associate to ask the customer?

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

Choose the BEST answer. A sales associate was trained in a selected line for Young Juniors. The associate is reassigned to Housewares due to personnel shortages. What is the best way for the associate to learn about the products in the new department?

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

Choose the BEST answer. Which product display method would be the BEST way for a bulk discount store selling a new pizza to customers?

Choose the BEST answer. A customer is looking for a home security system. A sales associate has shown the customer several systems, but the customer keeps responding with various objections. What is the BEST way for the sales associate to determine which system matches the customer's needs?

Choose the BEST answer. Three customers enter a store together. A sales associate saw them earlier in the week but none of them made a purchase. The sales associate would like to ensure that they are not shoplifting. Which of the following if the best approach for the sales associate to take in this situation?

Choose the BEST answer. What is the BEST method an associate can use in order to learn the product knowledge needed to sell a new line of appliances that the store just started to stock?