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WorksheetsCSS Scenario Practice
Total questions: 10
Worksheet time: 8mins
Which of the following best defines quality customer service?
Quick and speedy service.
Friendly, approachable sales associates.
A positive, memorable experience for the customer.
A large availability and variety of items for customer needs.
A customer is purchasing a set of wedding rings and is debating on getting them engraved. The store's policy states that engraved jewelry cannot be returned and the customer is worried that their partner may not like the set. In order to enforce store policy, what should the sales associate say?
"You can always sleep on it before deciding to purchase."
"Please be aware that our store policy does not allow engraved items to be returned."
"I think that it is the best option we have in the store."
"Have you thought about getting a different set instead?"
A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?
Write down the customers' information and remember to thank them for their purchases the next time they come into the store.
Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.
Write down the customers' information so each can be sent a satisfaction survey at the end of the month.
Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.
A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?
Thank the customer for the purchase and go back into the store.
Acknowledge the mark, take the item back to the store, and exchange it for a new one.
Acknowledge the scratch mark and tell the customer that it is not noticeable.
Suggest that the customer return to the store to receive a discount on the item.
A sales associate sees a customer looking at a skirt 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?
“Would you like to purchase any accessories with that skirt?”
“We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”
“Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”
“How much are you planning to spend?”
A customer’s total comes out to $16.99. If they pay you $20.00, what will their change be?
$4.01
$3.00
$4.00
$3.01
A customer approaches you at the service desk complaining about an item that was purchased damaged, how would you demonstrate active listening to ensure the customer feels heard?
Have them file a formal complaint with the store
Asking them to show you the damaged product
Nodding your head and saying reaffirming sounds and restating their grievances
Ensuring a supervisor is present during the complaint
A customer is debating on whether they would like to purchase a household cleaner. One cleaner states it is 99% effective at killing bacteria, the other states that it is environmentally friendly. What stage is this customer in, in the Five Stage Decision Making Process?
Post-Purchase Evaluation
Information Search
Evaluation of Options
Recognition of Need
Which of the following would be considered a SMART goal?
I will always be on time for work.
I will increase my sales volume by 20% before the end of March
I will end every shift on a positive note.
I will try to get along with my coworkers a majority of the week.
During a busy sale, a customer is waiting in line and appears frustrated. What is the best way to address their concerns?
Ignore them and continue serving other customers.
Apologize for the wait and offer them a discount on their purchase.
Explain that the store is busy and ask them to be patient.
Thank them for their patience and offer assistance as soon as possible.
