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WorksheetsCustomer Service Practice for Final4
Total questions: 51
Worksheet time: 1hrs 11mins
What is the BEST way for a sales associate to inform customers of the store's frequent shopper program?
Tell customers about it during the sales transaction.
Explain the program upon customer inquiry.
Call potential customers to inform them of the program.
Call potential customers to inform them of the program and to offer to get them started earning
A customer has decided to use popular software to do his taxes. He comes to a retail store on Saturday morning to buy the program so he can complete his taxes over the weekend. Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the product in stock but sees that a new supply is expected soon. What should the associate do to help the customer now?
Check for another software program within the same price range.
Call a competitor and see if they have it in stock to meet the customer's immediate needs.
Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for them.
Ask the customer what features he likes about the software , and see if the store has another program in stock that would fit his needs.
During solicitation of feedback from in-store customers, which question by the sales associate yields the MOST useful information for improving customer satisfaction ?
What other retailers have you visited lately?
Do you like the setups of our new product displays?
Have you purchased anything from our store's website?
How easy was it to find what you were looking for today?
Three customers enter the store together. A sales associate saw them earlier in the week, but none of them made a purchase. The sales associate would like to assure they are not shoplifting. Which of the following is the BEST approach for the sales associate to take in this situation?
Kindly ask them to leave the store
Greet them and offer to help find what they are looking for.
Immediately call the police and keep an eye on them while they are in the store.
Contact a supervisor or loss prevention while avoiding direct contact with the customers.
Which type of policies within a company may be given room for interpretation?
Those that protect the licensing of the products sold.
Those designed to ensure customer satisfaction.
Those related to the safety of customers and employees.
Those associated with governmental laws and liability concerns.
After eating a delicious meal at a restaurant, the customer completes a survey card that is on the table. The customer writes about how great the food and service was during the customer's dining experience. Which of the following describes the benefit of this customer contact approach?
Makes customer feedback easy.
Makes more customers have no verbal contact
Makes sure the business knows how to contact clients.
Make sure customers know how to contact the business
A customer calls your luggage store in a panic and tells you that the zipper on his suitcase is no longer working. The customer leaves for a trip to Europe in two days. He has found a suitcase on your company's website that he would like to purchase. You do not have the suitcase in stock at your store but you 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 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 have in the store.
Provide a list of other luggage stores in the area that the customer can call.
A sales associate completes an online training class for a store's new MP3 players, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?
Review the online class again.
Ask a friend who has a similar MP3 player.
Check the internet when the sales associate goes home.
Plug the display unit in and time how long it takes to charge.
A sales associate is restocking displays in the front of the store when a customer approaches and asks if an associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer's complaint?
Apologize for the wait, assure the customer that it should not be much longer, and continue restocking displays.
Acknowledge the customer's feelings and advise the customer to address the complaint to a member of the management.
Acknowledge the customer, explain that a manager will be in contact, and continue restocking until a manager arrives.
Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.
A customer who is going on a camping trip the next day would like to see the new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed?
Match features of the desired product with an alternative selection.
Offer the customer a discount on another brand.
Refer the customer to another store.
Steer the customer to items that are currently on sale.
Which of the following situations requires a sales associate to seek support from a supervisor?
A customer has brought three other friends to the store to shop, each with different needs.
A customer cannot find a particular item, and the sales associate forgot where it is on the floor.
The sales associate notices employees from a competitor in the store doing price comparisons.
The sales associate has encountered a difficult customer and cannot satisfy that customer's needs.
Other than company and manufacturer brochures, which resources are BEST to help sales associates stay current on products and services?
Informational videos, experienced sales associates, and TV ads
Informational videos, company websites, and sales flyers
Informational videos, blogs, and sales flyers
Experienced sales associate, sales flyers, and an online encyclopedia
A retailer encourages customers to use their mobile devices to 'check in' when they walk into the store location. How can the retailer BEST use check-in data to gather information about the customers?
Use check-in data to forecast staffing levels based on customer's peak shopping hours.
Use check-in data to target customers' network of friends in order to attract new business.
Use check-in promotions to alert customers about special deals based on their past purchases.
Use social media to send and promote coupons to customers as they approach the sales department.
You are completing a sale in the store and another customer calls on the phone. What should you do?
Answer the phone and continue to help the customer at the store at the same time.
Put the call on hold, excuse yourself, and go find another associate to handle the call.
Excuse yourself, answer the phone, and ask if you can call the customer back.
Excuse yourself, answer the phone, and quickly assist the caller.
An associate has read the following safety information in a product manual. *Do not use near water *Not suitable for use by children under the age of 10 *Do not operate more than 30 minutes *Always unplug immediately after use A customer comes in to buy the product and says that it is a gift for a grandchild. What should the associate do FIRST?
Ask the customer the age of the grandchild.
Sell the product to the customer.
Give the product information to the customer to read.
Try to interest the customer in the carrying case for the product.
Which of the following 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 the customer know that there are a few out-of-season pajamas on the clearance
Showing a customer a matching scarf and gloves when the customer purchases a winter coat.
As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the BEST course of action?
Continue what you were doing.
Ask the customer if you need help.
Stop, greet your teammate, and ask if you can be service.
Let your fellow associate know that you will get a manager.
What is the sales associate's BEST response? I can make an appointment with our custom drapery department if you like. We have an in-house drapery department. You might want to check with them. Since your windows are not standard size, you should try another store that carries a wider selection. For non-standard window sizes, blinds work best. Let me show you the selection.
What are the BEST steps to take if a customer's expectations are not met?
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 sales associate is taking payment from a customer. Which is the BEST way for the associate to answer the call? Say "The pizza store. May I put you on hold?" Say "Good afternoon. May I put you on hold?" Say "Hold please." Then get back to the customer as quickly as possible. 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 sales associate observes a customer browsing a rack of men's suits. How should the associate approach the customer?
A fitness center's drink machine has been empty for two weeks. When the delivery person arrives to fill the machine, the fitness center's manager complains that the fitness center has lost money due to the empty drink machine. What should the delivery person do?
Which is the MOST important reason for a sales associate to know and consistently follow company guidelines when addressing company complaints?
Which is the MOST important step a sales associate should take to ensure that a product is working before demonstrating it to customers?
Where is the BEST place to look for vendor -supplied information on a product?
A customer comes into the store looking for a new television. The customer is requesting the ABC brand which is the most expensive in the store. The customer has no experience with the other brands you carry but is concerned about the price of the ABC television. Which would be the BEST action to take?
Sally works for a sporting goods store and is assigned to treadmills for the time. She completed the product training two weeks prior. What should Sally do to prepare?
When is the BEST time to inform customers about extended services plans available for items they are purchasing?
Once you have established a connection with a customer, what is your NEXT challenge?
You are ringing up a customer's order when the customer notices the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to see if there is a sale sign, and you find out there is an old, expired sale sign in front of the product. Which of the following is the MOST appropriate course of action?
A customer has tried on a business suit and really likes the style and color. However, the pants are too long. Which response is the BEST way for the sales associate to encourage the customer to use the store's alteration services?
A customer brings a competitor's ad into your store and asks that you meet the advertised price. As a sales associate, what should you do FIRST?
When the sales associate reviews the manufacturer's warranty of a product with the customer, what reassurance is given to the customer?
A customer is searching for a shoe in a particular size and asks an associate for help. The associate knows that this shoe is not available because an earlier search revealed that it was out of stock. What is the MOST appropriate response to this customer's request?
Which of the following actions represents the BEST way to respond to a customer's feedback?
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?
Call the manager over to answer the question.
Check the care label in the sweater and advise the customer.
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.
A customer comes into the store to return an item he bought online. The customer states that the wrong item was delivered. The sales associate has never dealt with this issue so far. What is the BEST action the sales associate should take?
Apologize to the customer and give them a phone number they could call to solve their problem.
Apologize to the customer and call the supervisor to help solve this problem.
Suggest that the customer look for the item in the store and request that the incorrect item be mailed by the customer back to the online company.
Thank the customer for bringing this matter to their attention and provide a refund for the customer.
Which of the following scenarios MOST warrants a follow up call from a sales associate to a customer?
A customer did not purchase the extended service plan at the time of purchase and the manufacturer's warranty is expiring.
A customer purchased a printer the previous day. Specialty paper and ink cartridges will be on sale next week.
A customer complained about the workmanship of the alterations to a new suit. The sales associate thinks the issue has been resolved but is not sure.
The sales associate thinks a frequent customer would be interested in a new line of designer handbags that just arrived.
A sales associate is helping one customer when another customer comes into the store. You should?
Complete the current sale as quickly as possible.
Call another associate to help the new customer.
Acknowledge the new customer, but complete the current transaction.
Help the new customer after finishing the current customer's transaction.
Once the customer has expressed interest in a product, how should the sales associate FIRST present the product?
Describe other customers who bought this product.
Describe the product's strongest features and benefits.
Explain manufacturer warranties are store guarantees.
Explain the available or layaway options.
What is the BEST way for a sales associate to respond if a customer asks for a lower price for an item that is not on sale?
Tell the customer to wait, it might go on sale next month.
Indicate which items are on sale and offer to show them to the customer.
Suggest that the customer continue to check the newspaper for the next sale date.
Tell the customer the merchandise is not included in the current sale promotion, but suggest that he or she apply for a store credit card.
What is the BEST way to learn about new merchandise in your store?
Check with co-workers to learn what they know about the products
Ask customers to explain what they know about the products
Read the labels and packaging information on the new products
Call the vendor or manufacturer and ask about the products
A sales associate working at the customer service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold a charge. What is the BEST way for the associate to respond to the customer?
I can understand your anger since it's a brand new product. Laptop batteries are notorious for failure if they aren't charged properly. Did you follow the instructions in the setup guide?
I'm sorry that the laptop is not working properly. Fortunately the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you.
I'm sorry you've had this trouble. Fortunately the laptop is still under warranty by the manufacturer, but we cannot take the return here. Let me get you their service number.
It's strange that a new battery would stop working only a week after purchase. It must be either defective or somehow damaged. How were you using the laptop when the battery was working?
What should a retail associate do if he or she discovers an electrical hazard?
Call the custodian for the assistance.
Make temporary repairs as best as she can.
Nothing, maintenance is probably aware of the situation
Secure the area and report the situation to management
Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation services for freezers. Which of the following is the BEST response?
All you have to do is simply plug in it. It does not need any special hookups.
We offer installation on some items, but freezers are not included.
I am sorry for the misunderstanding , but you do not need installation service for this unit.
Unfortunately we do not install freezers, but I will show you exactly what you need to do so you can do it yourself.
Horizon electronics is launching an all-in-one product. The product can be used to watch movies, play videos, check e-mails, 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 customers will buy it from your store rather than buy it online or at a competitor's store. How should you prepare for the large volume of customers asking about this product?
Test the item on display making sure you can use each feature.
Rely on one of your coworkers to answer questions as he just bought the product for himself
Tell the customers that they can call Horizon electronics directly to answer questions about how to use the product
Remind the customer they can return the product if it is too difficult to use.
A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks an employee, who is still in training, some questions about the differences in the cheeses. The other deli associate is on a lunch break. What can the associate do to save the sale?
Try to suggest that the customer try a different product that the associate knows about.
Ask the customer to come back later when the other employee is back from lunch.
Explain to the customer that he is new and apologize that he cannot be more helpful.
Off the customer samples of the cheeses she is interested in and express interest in her reactions.
Which of the following is an example of an open-ended question?
Have you been in our store before?
Are you looking for something in particular?
What do you typically wear to work?
Are you shopping for yourself today?
A sales associate approaches a customer who is looking at high end power tools and referring to content on a smart phone. How can the associate BEST engage the customer using this technology?
After building rapport with the customer, show where customer reviews for the tools are located on the store's website.
Apologetically inform the customer that the store does not match the competitor prices that he may be seeing on line.
Show the customer where to access the monthly schedule of power tool demos and explain how to reserve a seat.
Assess the customer's knowledge of online coupons and offer the dates when coupons for tools are usually published.
A sales associate is hosting a cooking class to demonstrate a new line of kitchenware and notices a customer interacting with the products as if actually using them. Which is the BEST way for the associate to create a memorable experience for the customer?
Present the customer with a product video.
Give the customer an informational procedure.
Explain the product features and benefits to the customer.
Invite the customer to participate in the demonstration.
What should a sales associate do IMMEDIATELY before putting products out of display?
Practice demonstrating features and benefits with a co-worker.
Ensure that signage has been created and will attract customers.
Read the product label to learn features and benefits.
Test the product and make sure it is damage-free and working properly.
