NEW
Font size
WorksheetsCustomer Service Scenarios Quiz
Total questions: 75
Worksheet time: 56mins
Before you set up a demonstration of laptop computers in your store, which of the following is most important?
Set up the demonstration without checking the laptops
Focus on selling accessories instead of the laptops
Examine and test the laptops to make sure they are functional
Only clean the laptops before the demonstration
A customer returns a backpack complaining that one of the seams has ripped. The customer wants to exchange the backpack for a new one. Which of the following is the LEAST appropriate response?
you should have been more careful with it.
No one has ever returned one of these before. They are known for being durable.
I can offer you a discount on a different product instead.
we don't accept exchanges for damaged items.
An associate has just spent an hour working with a client 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 purchases. 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?
Make eye contact with the customer and wait for questions.
Apologize, accept the bat, and offer to help the customer find the proper size bat for her daughter.
Call the customer service hotline for the customer, and explain that the customer did not receive his reward coupons.
Give the order to another associate to process, and ask that he follow up with the customer to let her know the order was placed.
A superstore bakery recently changed from in-store baking to the company's central baking plant. The bakery supervisor gives the associates a note explaining the changes taking place. A client asks a bakery associate why the changes are taking place. What should the associate do?
Remove the sale sign, apologize to the customer, and allow her to purchase the item at the sale price.
Try to soothe the customer and explain the features and benefits of the catering service.
Check with the supervisor about the best way to handle the customer's question.
Use the information in the memo to answer the customer's question.
Horizon electronics is launching a new all-in-one product. The product can be used to play music, watch movies, check email, 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 that customers will buy it from your store rather than online or at a competitor's store. How should you prepare for the large amount of clients asking about this product?
Test the item on display making sure you can explain how to use each feature.
Remind customers they can return the item if it is too difficult to use.
Test the customer's computer and determine whether there is a problem with the feature.
Test the customer's computer and determine whether there is a problem with the feature.
What should a sales associate do when a store is out of stock or does not carry the exact item a client is looking for?
Offer an alternative item that will fit the customer's needs.
Suggest that the customer wait until the item is back in stock.
Tell the customer to check another store for the item.
Ignore the customer's request and move on to another task.
Which reason BEST explains why a sales associate should gain hands-on knowledge of a store's products?
It is the best way to learn and remember product features so they can be explained to the customers.
Sales associates should rely solely on customer feedback to understand product features.
Gaining hands-on knowledge is only important for management, not for sales associates.
Hands-on knowledge is unnecessary since product manuals provide all the needed information.
A customer calls the store to check 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?
Check the fiber content and care label in the sweater
"We carry a video available to demonstrate the tricks. I haven't totaled up your receipt yet. May I add that to your purchase?"
Place the camera and memory card at the customer service desk with the customer's name attached, and request a page when the customer arrives so he can be quickly assisted.
Explain to the customer that you do not carry canes and accessories, but you know another store that does and will be happy to call them
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?
Tell the customer that prices are set and cannot be changed.
Ignore the complaint and continue with the sale.
Suggest that the customer look for cheaper options elsewhere.
Try to soothe the customer and explain the features and benefits of the catering service.
A customer brings in a shoe with a broken strap. Which of the following questions would be acceptable in helping to determine how to assist the customer?
you should Have taken better care of it.
we can't help you with that.
What can I do to make this right?
why did you break it?
A client purchased a barbecue grill at a store, loaded 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?
Explain to the customer that you do not carry canes and accessories, but you know another store that does and will be happy to call them
Welcome, to the store. If you haven't already been helped, I'm happy to do so. What brings you in today?
Offer to call the customer back when the computer system is working.
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.
A sales associate in the clothing department notices that a client is waiting impatiently in the electronics department. Which is the BEST example of how the associate should approach the client to offer help?
why are you in the electronics department when you clearly need clothes?
Welcome, to the store. If you haven't already been helped, I'm happy to do so. What brings you in today?
you should really be in the clothing department, not here.
i can't help you right now, i'm busy with other customers.
An employee at a small company has duties that include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do?
Offer the customer a choice of holding while he finds the answer or receiving a call-back.
Transfer the call to another department without explanation.
Ask the customer to call back later when someone else is available.
Tell the customer that you cannot assist them.
A customer has just purchased a box of magic tricks as a birthday gift for a friend's 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 he is just learning to read and the instruction manual may be difficult. What would be the associate's BEST reply?
"Would you like me to bring one to the fitting room for you to try on? What size would you like to try?"
Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.
"We carry a video available to demonstrate the tricks. I haven't totaled up your receipt yet. May I add that to your purchase?"
Test the item on display making sure you can explain how to use each feature.
A customer enters a cosmetic store. She says she has always wanted to wear red lipstick but has no idea what shade looks good on her. Which of the following is the BEST way to assist the customer?
Direct her to a makeup tutorial online instead.
Offer samples so she can test them.
Suggest she choose a different color altogether.
Tell her that red lipstick is not suitable for her skin tone.
If a company's policy restricts refunds on on-sale merchandise, what is the BEST alternative a sales associate can offer a customer?
Inform customers of the store's refund policy as part of the checkout process.
The sales associate should tell the customer that he or she is not authorized to complete a refund but would be glad to call a manager.
The sales associate can confidently and intelligently answer all of the customer's questions about a product and solve routine problems with the product.
Keep the customer's budget in mind by offering only what is needed, and suggest other items for future consideration.
You are ringing up a customer’s order when the customer notices that the price on one of the products rings up incorrectly. The customer states that there was a sale sign in front of the product. You check and find that there is an old, expired sale sign in front of the product. Which of the following is the MOST appropriate course of action?
Excuse yourself. Answer the phone immediately and ask the caller to hold, then finish with the customer in front of you.
Take the customer to the other department, and hand her off to another associate
Remove the sale sign, apologize to the customer, and allow her to purchase the item at the sale price.
Take the customer to the other department, and hand her off to another associate
A store adopts the following return policy: "Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any electronics purchased between November 22 and December 24 may be returned until January 12 or as regular policy allows, whichever is later. All electronics purchased on or after December 26 will be subject to our existing return policy. All other terms and conditions of our return policy apply." A client comes into the store on January 15 and wants to return a printer that was purchased during a store sale on December 15. Under the state policy, should a sales associate accept the item for return?
Examine and test the laptops to make sure they are functional.
No, because it is not within the stated time period for return
Check the care label in the sweater and advise the customer.
Suggest some other Artie’s Pizza special in place of a calzone.
Which of the following BEST defines a guarantee?
A promise that the product will never break.
Certificate ensuring that a product has been properly inspected by the manufacturer
A warranty that covers all damages.
An advertisement for the product.
The store policy is not to provide refunds for on sale or personalized items. What is the BEST way to ensure that customers are made aware of this policy?
Only inform customers about the refund policy if they ask.
Post the refund policy on the wall and assume customers will read it.
Wait until after the purchase to explain the refund policy.
Inform customers of the store’s refund policy as part of the checkout process.
Which gestures by customers MOST likely indicates that they are agreeable to the sales price?
Looking away and shaking their head.
Crossing arms tightly and frowning.
Tapping a foot on the floor, or Standing with hands on their hips.
Sitting down and avoiding eye contact.
A customer would like to reserve an ocean-view room with a balcony at a hotel, but the ocean-view rooms are all occupied. What is the BEST next step for the hotel desk associate?
Check the fiber content and care label in the sweater
Tell the customer that there are no other options available.
Offer a discount on a different type of room.
Suggest the alternative of a bay-view room with a balcony which is available
What is the best method a sales associate can use in order to learn the product knowledge needed to sell a new line of appliances that the store has just started to stock?
Wait for a coworker to explain the products to you.
Only sell products that you are already familiar with.
Read customer reviews online to learn about the products.
Attend product demonstrations offered by the manufacturer at the store and ask questions while taking notes.
Which is the BEST way for a sales associate to react to a customer complaint?
Blame the customer for not understanding the product
Ignore the complaint and continue with other customers
Ensure understanding of the issue and use it as an opportunity to improve customer satisfaction.
Dismiss the complaint and suggest the customer try a different product
What type of purchase BEST described as a customer's unplanned decision to buy an item just prior to the transaction?
Inertia
Momentum
Impulse
Motive
An associate notices a customer checking the price tags on various cameras. The store is currently offering 25% off the price of a specific camera. The associate should:
Tell the customer that the camera is not on sale.
Direct the customer to the checkout without engaging.
Make eye contact with the customer and wait for questions.
Ignore the customer and focus on organizing the shelves.
A sales associate sees a client 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 associate say?
"I can't help you with that; I'm busy right now."
"the fitting rooms are closed today."
"you should look for a different dress instead."
"Would you like me to bring one to the fitting room for you to try on? What size would you like to try?"
A customer buys an oven. After the oven is installed, the customer calls the store and complains about a problem with the oven. The associate should FIRST:
Ignore the complaint and suggest they read the manual.
Apologize and ask for more information about the problem.
Tell the customer that they must have used the oven incorrectly.
Offer to send a technician only if they pay a fee.
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?
Look for the error message in the register manual
"Would you like me to bring one to the fitting room for you to try on? What size would you like to try?"
Suggest the alternative of a bay-view room with a balcony which is available
Review the online class again
What is the BEST thing a sales associate can do if he or she does not understand a customer with a disability?
Ignore the customer and continue with your tasks.
Tell the customer to find someone else to help them.
Assume the customer can communicate without assistance.
Ask a manager for assistance
A customer is interested in buying his first MP3 player. Technically, the customer knows very little about MP3 players but has already made up his mind on which player he wants. As a sales associate, you should do which of the following?
Sell the customer the player he wants and move on to the next customer
Refuse to sell the player unless the customer can explain its features.
Convince the customer to buy a different player that you prefer.
Tell the customer that they should do more research before buying.
Why is it important that sales associates understand written and multimedia materials that are provided by the company, the manufacturer, and the supplier?
It makes the associate less reliant on company training materials.
It ensures the associate can sell unrelated products effectively.
It allows the associate to ignore customer inquiries about products.
It helps the associate clearly and accurately provide customers with answers to questions on products.
Which is the best way to determine a customer’s expectations of a product?
Listen carefully to the customer and respond with focusing questions.
Assume you know what the customer wants without asking.
Ask the customer to fill out a survey about their expectations.
Ignore the customer’s comments and suggest popular products.
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 sales associates to gain knowledge on the new vendor’s product line?
Ask customers for their opinions on the new products.
Wait for a colleague to learn about the products before you do.
Complete all new training and review vendor supplied information on the features and benefits of the products.
Rely on previous experience with other brands to sell the new products.
You are a counter associate at Artie’s Pizza. A customer comes in with his heart set on a calzone. Your boss did not make calzones today, but you remember seeing on your way to work that Brother’s Three Pizza was advertising calzones. Which of the following is the BEST thing to do?
Inform customers of the store’s refund policy as part of the checkout process.
Suggest some other Artie’s Pizza special in place of a calzone.
“no one has ever returned one of these before. they known for being durable.”
Email customers to Alert Them of sales on their favorite brands.
A customer has a question about the care of a sweater. What is the BEST way for a sales associate to find information on this topic?
Ignore the question and move on.
Check the fiber content and care label in the sweater.
Ask the customer to guess how to care for it.
Suggest washing it with all other clothes.
A sales associate in a garden center is ringing up a customer who is buying several house plants. How can a sales associate BEST inform the customer about related products?
Would you like me to bring one to the fitting room for you to try on? What size would you like to try?
Ask the customer questions that prompt him to think of items he may need.
Check the care label in the sweater and advise the customer.
Test the customer's computer and determine whether there is a problem with the feature.
A mother purchased a new softball bat for her daughter who is playing softball for the first time. The bat that the sales associate recommended was too heavy. The mother is returning the bat. What is the BEST course of action for the client service representative?
Explain to the customer that the call was routed to the wrong department, and connect her with an associate in the electronics department.
Would you like me to bring one to the fitting room for you to try on? What size would you like to try?
Welcome, to the store. If you haven't already been helped, I'm happy to do so. What brings you in today?
Apologize, accept the bat, and offer to help the customer find the proper size bat for her daughter.
A customer comes into a furniture store with a piece of fabric. She sees an associate in the sofa department and tells him that she wants the chair to match the sofa in her living room. What should the associate do?
Escort her to the area where the chairs are, and ask open-ended questions to clarify her needs.
Suggest she buy a chair from a different store instead.
Tell her that matching chairs are not available in the store.
Direct her to the nearest checkout without discussing her needs.
How can a sales associate BEST use the data in a customer relationship management system (CRM) to improve customer satisfaction?
Only contact customers when they have complaints about their purchases.
Use the crm to track inventory levels instead of customer preferences.
Ignore the crm data and rely on personal opinions about customer satisfaction.
Email customers to alert them of sales on their favorite brands.
You are currently helping a customer in a department store. A customer calls asking for warranty information on the high definition TV she just purchased. You do not work in the electronics department. How do you handle her request?
Tell the customer that you cannot help her with warranty information.
Transfer the call to the manager without explanation.
Explain to the customer that the call was routed to the wrong department, and connect her with an associate in the electronics department.
Ask the customer to call back later when someone from electronics is available.
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 for the customer?
Ignore the customer’s concern and move on to the next customer.
Tell the customer that it is their responsibility to keep track of coupons.
Call the customer service hotline for the customer, and explain that the customer did not receive his reward coupons.
Suggest the customer visit the store again to check for the coupons.
What is the BEST way to serve a customer who is shopping with a group of friends?
Focus only on the customer who seems most interested.
Provide quality service to all in attendance.
Ask the group to split up for individual service.
Ignore the group and assist only the first customer.
A client wants her grocery store to start carrying a new item. She asks a stock clerk if that is possible. How should the clerk respond?
Suggest that the client should buy the item online instead.
Ask the manager on duty to talk with her about stocking the item.
Tell the client that new items are never added to the store.
Inform the client that the store does not accept requests for new items.
A customer returns a backpack complaining that one of the seams has ripped. The customer wants to exchange the backpack for a new one. Which of the following is the LEAST appropriate response?
"I can’t help you with that; it’s not my problem."
"No one has ever returned one of these before. They are known for being durable."
"you should have bought a different brand."
"this is not our policy; we don’t do exchanges."
A customer asks a sales associate to ship a gift overseas. The company does offer this service. What should the associate do first?
Ignore the request and continue with other tasks.
Suggest that the customer should find another way to send the gift.
Tell the customer that shipping is not available.
Explain the delivery options and charges.
Why is a customer’s complaint helpful to a retailer?
It serves as a reason to increase prices on products.
It allows the retailer to ignore the customer’s needs completely.
It gives the retailer a chance to blame the customer for the issue.
It provides feedback that can help lead to improvements in products, services or policies.
A client wants to buy a digital camera but is concerned that it may be too complicated to upload photos to her computer. What should the sales associate do?
Suggest that the customer read the manual herself.
Offer to upload the pictures for her without explanation.
Tell the customer that uploading pictures is too complicated.
Demonstrate and explain the steps on how to upload pictures.
A couple enters a store and approaches an associate about buying a china cabinet. They have some ideas about what they want, but they don’t know how much about china cabinets. They have $1000 to spend. What should the associate do?
Show them the most expensive china cabinets only.
Determine what the couple wants by asking questions.
Tell them to come back when they know more.
Ignore their ideas and suggest something completely different.
Which of the following methods demonstrates the BEST way to avoid the loss of a sale based on the customer’s financial constraints?
Only show the most expensive items in the store.
Keep the customer’s budget in mind by offering only what is needed, and suggest other items for future consideration.
Ignore the customer’s budget and recommend unrelated products.
Encourage the customer to spend more than their budget.
Which answer BEST describes when a sales associate knows all of the information needed to successfully sell a product in the store?
The sales associate relies on the customer to provide all necessary information about the product.
The sales associate can confidently and intelligently answer all of the customer's questions about a product and solve routine problems with the product.
The sales associate avoids engaging with customers to prevent any misunderstandings.
The sales associate can only provide basic information about the product without any detailed knowledge.
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?
Check the care label in the sweater and advise the customer.
Suggest the customer look up care instructions online instead.
Guess the care instructions based on similar products.
Tell the customer that care instructions are not important for the sweater.
A preferred customer is at the register collecting a gift from a mailed promotion. The next customer in line wants a gift also and is getting angry. Which of the following should the sales associate do?
Offer the next customer a discount to calm them down.
Explain the qualifications to be a preferred customer and how to receive free gifts.
Ignore the angry customer and continue serving the preferred customer.
Tell the next customer that gifts are only for preferred customers.
You are working with an in-store customer to determine a delivery date. Two of your three phone lines ring. What should you do?
Excuse yourself. Answer the phone immediately and ask the caller to hold, then finish with the customer in front of you.
Ask the in-store customer to wait while you answer the phone.
Ignore the phone and focus only on the customer in front of you.
Let the phone ring and continue with the in-store customer.
Which of the following statements about warranties and client services TRUE?
Keep the customer's budget in mind by offering only what is needed, and suggest other items for future consideration.
Ensure understanding of the issue and use it as an opportunity to improve customer satisfaction.
The associate has no role in customer service once the sale is completed.
The associate is usually the first point of contact when a customer is not satisfied with a purchase.
Which of the following approaches would be the MOST effective greeting for a sales associate to use when greeting a family entering a department store?
Ask the family to leave if they are not buying anything.
Ignore the family and focus on other customers.
Only greet the children in the family.
Ensure the entire shopping party is included in the greeting.
Why is being a knowledgeable sales associate a KEY component of providing exceptional client experience?
It allows the associate to avoid interacting with customers.
It improves the sales associate's confidence and level of customer service by having increased product knowledge.
It makes the associate less effective in selling products.
It is irrelevant to the overall customer experience.
During a slow business period, an associate sees a new hire having trouble answering a customer's questions. The customer is ready to leave. What should the associate do?
Leave them alone since they are not your responsibility.
Tell the customer to wait for the new hire to figure it out.
Ignore the situation and focus on your own tasks.
Approach them and ask, "Can I help answer any questions?"
A customer returns a laptop, computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?
Suggest the customer should try using a different laptop.
Test the customer's computer and determine whether there is a problem with the feature.
Tell the customer that all laptops are faulty.
Ask the customer to leave the laptop for a week for inspection.
A client calls a banking call center to report that the ATM fees on his account are incorrect. During the call, the call center's computer system goes down, making it impossible to check the customer's account. What should the call center associate do?
Suggest the customer visit a branch instead.
Offer to call the customer back when the computer system is working.
Tell the customer to call back later.
Ignore the customer's issue since the system is down.
The customer profile form is used to track what each customer purchases. What is the BEST reason for a sales associate to suggest merchandise?
To promote items that are on sale.
To make sure the customer has everything he needs to be fully satisfied with the purchases
To increase the store's sales numbers.
To clear out old inventory.
When is it appropriate for a sales associate to call the manager for assistance with a customer?
Only during peak business hours.
Whenever a customer asks for a manager.
When the associate feels overwhelmed with customers.
When there is a problem resolving the customer's complaint.
You are on duty stocking shelves with your fellow associates, and a customer is having difficulty locating a specific product that is located in a different department. Which of the following is the BEST action to take?
Tell the customer to look for the product herself.
Take the customer to the other department, and hand her off to another associate
Ignore the customer and continue stocking shelves.
Ask the customer to wait while you finish stocking.
What is the MOST important information a sales associate should look for when studying the store's competition?
The store's advertising strategies.
Product details and specifications offered by the competing store, such as brand, price, size, and warranty.
Sales associates' personal experiences with the competition.
Customer reviews and feedback about the store.
Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?
To create a display that looks good, regardless of functionality.
To ensure the product is the most expensive option.
To impress customers with knowledge of the product.
To make it easier to demonstrate and sell products.
An error message appears when the cashier rings up a sale. Information on operating the register is available at each register. The manager is nearby helping another customer. What should the cashier do FIRST?
Look for the error message in the register manual
Ask the manager to fix the register without checking the manual
Ignore the error and continue with the sale
Call a technician immediately to repair the register
A customer calls your luggage store in a panic and tells you that the zipper on his Silticase is no longer working. The customer is leaving in three days for a trip to Europe. He has found a suitcase, on your company's website that he would like to purchase. You do not have the particular suitcase in stock at your store but can order it for the customer. Which of the following should you do?
Offer the customer the option of an in-store return or the opportunity to speak with a supervisor
Test the item on display making sure you can explain how to use each feature
Place the camera and memory card at the customer service desk with the customer's name attached, and request a page when the customer arrives so he can be quickly assisted
Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery
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 allows credits to be given in the store, and it does not allow for credits 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?
Test the customer's computer and determine whether there is a problem with the feature
Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery
Explain how the customer and store benefit from the store's policy
Offer the customer the option of an in-store return or the opportunity to speak with a supervisor
A sales associate was trained in a selected line for Young Juniors. The associate is reassigned to Housewares due to personal shortages. What is the BEST way for the associate to learn about the products in the new department?
Talk to the Housewares supervisor and ask for help regarding product lines
Ask customers for information about the products instead
Attempt to learn about the products by reading online reviews
Ignore the new department and stick to what you know
A child runs into a pet shop and goes over to the cage of an $800 puppy. The child says "Mommy, I want this one!" What should the associate do next?
Ignore the child and continue with other customers in the store.
Smile at the child and ask the mother about her preferences and budget.
Direct the child to a less expensive section of the store without consulting the mother.
Tell the child that they cannot have the puppy because it is too expensive.
A client calls to order a bouquet of tulips from a florist. Tulips are out of season, and the florist will not be able to order them for three months. Which of the following is the associate's BEST course of action?
Offer to sell them a different type of flower instead.
Provide phone numbers of other local florists who might currently carry tulips.
Suggest they try a grocery store for flowers instead.
Tell the client to wait until tulips are back in season.
A customer selects a DVD player based on price and features. The customer wants to know if the remote control will work with a 12-year old TV. Which of the following should the sales associate do?
Suggest the customer buy a new tv instead of checking compatibility.
Look in the DVD players manual while the customer is in the store.
Refuse to check the manual and tell the customer to figure it out.
Tell the customer that the remote control will definitely work with any tv.
A customer comes into your store and asks if you carry any types of walking canes and accessories. Knowing that you do not carry canes or accessories how should you handle the customer?
Try to soothe the customer and explain the features and benefits of the catering service.
Explain to the customer that you do not carry canes and accessories, but you know another store that does and will be happy to call them.
Explain the delivery options and charges.
Escort her to the area where the chairs are, and ask open-ended questions to clarify her needs.
When should a customer be acknowledged?
After the customer has left the store
Only if the customer asks for assistance
At the end of the shopping experience
Within the first 30 seconds
A cashier notices that the line of customers waiting to check out is quickly growing. The cashier should:
Start a conversation with a coworker instead of addressing the line.
Acknowledge the customers in line and call for assistance.
Ask the customers to leave if they are unhappy with the wait.
Ignore the line and continue processing the current transaction.
