WorksheetsF: CSS Test Practice with Released Items
Total questions: 15
Worksheet time: 8mins
Name
Class
Date
1.
What is the MOST important reason to inform customers about returns, service plans, product warranties, and guarantees?
a)
If customers are not told about these policies and options they often return to the store upset if something goes wrong.
b)
It is required by law that customers are informed about product warranties, return policies and service plans.
c)
Return policies and warranties are put in place to protect the store from fraud, so customers must be informed about them
d)
Customers deserve to have all of the information they need to make the best decision
2.
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. What should the delivery person do?
a)
Apologize and tell the manager that delivery people are not responsible for scheduling
b)
Tell the manager that the usual delivery person has been on vacation and they were short staffed
c)
Apologize and offer to work out a regular delivery schedule with the manager
d)
Tell the manager “Okay”, fill the machine, and go to the next delivery
3.
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?
a)
Apologize to the customer but be very clear that associates have no control over the prices
b)
Suggest the the customer book the event with the caterer across the street
c)
Get another associate to explain the pricing to the customer
d)
Try to soothe the customer and explain the features and benefits of the catering service
4.
A customer returns a recently purchased video game player and tells the store associate that it shuts down after ten minutes of use. The customer’s child is home sick and wants the player to keep busy. The item is covered by a one year warranty. What should the associate do?
a)
Allow the customer to exchange the video game player today since the item is under warranty
b)
Put the customer at ease by saying, “ I know how it is when a child is sick.”
c)
Point out that this particular video game player has had many complaints
d)
Ask what the customer’s child was doing to make the player stop working
5.
A customer tells a sales associate she wants to buy a sweater as a gift. What should the associate do?
a)
Point out the sweaters that are on sale.
b)
Give the customer price information.
c)
Ask about the friend’s preferences and size.
d)
Invite the customer to look around.
6.
A wedding coordinator, unable to meet tight deadlines, has lost several potential clients. Which of the following to help prevent this loss of business in the future?
a)
Explain that the competitors have more dissatisfied customers
b)
Advertise in more local publications to attract more clients
c)
Persuade the next few clients to schedule their wedding dates slightly later
d)
Gather information about competitors to identify ways to increase efficiency
7.
A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks a new employee, who is still in training, some questions about the differences in cheeses. The other deli associate is on a lunch break. What is the best way the associate can save the sale?
a)
Offer the customer samples of the cheeses she is interested in and express interest in her reactions.
b)
Ask the customer to come back later when the other employee is back from lunch to make the best choice.
c)
Explain to the customer that they are new and apologize that they cannot be more helpful
d)
To to suggest that the customer buys a different product that the associate knows more about
8.
A customer has looked 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 a white sofa, but I am afraid it will be quickly soiled by my children and dogs.” Which of the following is the sales associate's BEST response to help the customer make a good decision?
a)
“May I show you some of the washable slip covers available for the sofa?”
b)
“If it gets dirty, you can always buy a slipcover!”
c)
“Perhaps you consider other sofas that won’t show soils so easily.”
d)
“Do you have another sofa the children and dog could use?”
9.
A customer who is looking at winter hats expresses a desire to purchase for each of her grandchildren. Which method would be MOST effective in helping the sales associate determine this customer’s need and budget?
a)
Show the customer several inexpensive hats to keep the total price at a reasonable point.
b)
Ask the customer how many grandchildren she has and estimate what she might spend on each hat.
c)
Direct the customer to hats on an expensive display and observe the customer’s reactions for clues.
d)
Engage the customer in conversation to determine the quantity and quality that interest her.
10.
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 associate’s to gain knowledge on the new vendor’s product line?
a)
Research industry websites that contain expert reviews, comparisons, and customer feedback on the products.
b)
Complete all new training and review vendor supplied information on the features and benefits of the products
c)
Schedule time with a supervisor to get training on the new products so that insight can be gained on where the new products where the new products will be positioned in the department
d)
Get feedback from other vendors in the same product line, and compare and contrast the new products features with existing vendor’s products
11.
In addition to explaining the features and benefits of a product, what should a sales associate suggest to customers?
a)
Delay the purchase of accessories until they are comfortable with the product.
b)
Purchase additional merchandise that will enhance the use of the product.
c)
Compare prices, product features, and accessories at alternative stores.
d)
Purchase products that are affordable and return to the store when they are ready to purchase accessories
12.
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 be sure you mix the paint correctly and learn from the experience?
a)
Tell the customer that you will have to pass her to another associate as you are not confident that you can help.
b)
Remember your training, try to do it on your own, and hope that it turns out okay.
c)
Call a coworker over to assist you by monitoring what you are doing and offering help if you need it.
d)
Ask the customer to come back in 30 minutes because another associate will be available to help.
13.
A customer calls the store to see 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?
a)
Place the camera in a bag with the customer’s name attached and leave the bag at customer service for quick access.
b)
Place the camera and a memory card in a bag with the customer’s name attached, and request a page when the customer arrives so that he can be quickly assisted.
c)
Locate the manufacturer’s brochure and appropriate accessories, and be prepared to offer an extended warranty to the sale.
d)
Select two alternate camera models with features similar to the ones the customer inquired about so you can present a variety of products when the customer arrives.
14.
Before you set up a demonstration of laptop computers in your store, which of the following is MOST important?
a)
Make sure that the store is properly staffed to handle the demonstration
b)
Check the laptops to make sure they are labeled and priced correctly.
c)
Examine and test the laptops to make sure they are functional.
d)
Make sure that you have decorated the display table to attract customers.
15.
What is the sales associate’s goal when asking the customer, “If you could describe the ideal software to solve your business problems, what would you like it to do for you?”
a)
To understand the customer’s overall need
b)
To determine the customer’s knowledge of available products
c)
To determine if the product is available in the store
d)
To prompt the customer to purchase software that same day
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