WorksheetsFinal Review
Total questions: 112
Worksheet time: 1hrs 24mins
Name
Class
Date
1.
Which is the best way for a sales associate to react to a customer complaint?
a)
Record the customer complaint and the steps taken to handle the complaint
b)
Review company policy to ensure that the customer service policies were correctly followed
c)
Look for the sales associate responsible and let that person know that the customer is unhappy
d)
Ensure understanding of the issue and use it as an opportunity to improve customer satisfaction.
2.
A sales associate notices a customer looking at a high-end bag. The associate approaches her and she says, "I love the bag, but it's just too expensive," What should the sales associate do?
a)
Inform her that it has not been there very long and hopefully more will be in stock
b)
Ask questions to see if a similar item could meet her needs
c)
Agree with her about the price and thank her for coming into the store,
d)
Explain the store markdown program
3.
A customer appears to be browsing throughout your department. What would be your best approach for this customer?
a)
Greet him and point him towards sale merchandise
b)
Welcome him and offer to serve him when he is ready
c)
Acknowledge him and show him the new items that have just arrived in the store
d)
Welcome him but leave the customer to his shopping as he appears to be doing fine on his own.
4.
When should a customer be acknowledged?
a)
As soon as he or she opens the door
b)
Within the first 30 seconds of walking into the store
c)
After he or she has had a chance to look around
d)
When seen picking up a product
5.
In order to understand a customer's reason for buying and to find out which product is appropriate for her, which of the following is the BEST way to gather information from the customer?
a)
Give a demonstration, and then ask questions about what the customer has seen, heard, and thinks
b)
Ask questions but disregard the answers if the customer is not clear about what she wants
c)
Ask technical questions that may be challenging for the customer to answer but may get you the information you need quickly
d)
Ask questions that make the customer share her needs, and help her make choices and take action
6.
A customer placed a special order for the floor tile with your company and was told his order would be ready in a week. Two weeks have gone by and the customer calls asking about his order. What should you do?
a)
Apologize and explain to the customer that any special orders for tile always take up to two weeks
b)
Explain to the customer that there has probably been a delay with his order, and it will take another week before it arrives
c)
Provide the customer with the phone number for the company to get an update on shipping.
d)
Apologize to the customer, get the order information, and follow up on the order
7.
An employee of 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?
a)
Tell the customer he doesn't know the answer to the question and politely end the call
b)
Put the customer on hold and search for the answer quickly while the customer holds
c)
Give the customer as much of an answer as possible based on the knowledge he has.
d)
Offer the customer a choice of holding while he finds the answer or receiving a call back.
8.
A sales associate completes an online training class for a store's new phone, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?
a)
Review the online class again
b)
Ask a friend that has a similar phone
c)
Check the internet when the sales associate goes home
d)
Plug the display unit in and time how long it takes to charge.
9.
What are the PRIMARY types of retail training for sales associates?
a)
Accounting procedures and stock management
b)
Product knowledge and company procedures
c)
Special orders and delivery scheduling
d)
Vendor relationships and site locations
10.
A customer 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 customers account. What should the call center associate do?
a)
Put the customer on hold in hope that the computer system will be working soon
b)
Suggest that the customer use online banking instead of the call center
c)
Tell the customer to try calling in about an hour when the system may be working
d)
Offer to call the customer back when the computer system is working.
11.
When following up on a customer's recent refrigerator delivery and installation, the customer explains that the delivery person's muddy shoes soiled the carpet. What is the sales associate's BEST response to the complaint?
a)
I apologize for that. Is the refrigerator working to your satisfaction?
b)
I'm sorry to hear that. Wat can I do to make this right for you?
c)
That's strange. The delivery people are supposed to take their shoes off
d)
What was the delivery person's name? I'll be sure to let him/her know about the problem?
12.
A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9am and noon. AT 1pm, the customer calls to report that the sofa has not been delivered and she must leave the house. How should the customer service associate respond?
a)
Explain that if the customer had called earlier the problem could have been prevented.
b)
Apologize and arrange to deliver the sofa at the next convenient time for the customer
c)
Explain to the customer that deliveries often run behind schedule
d)
Tell the customer to call the delivery department to reschedule delivery
13.
You are ringing up a customer's order when the customer notices that 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 find that there is an old, expired sale sign in front of the product. What is the MOST appropriate course of action?
a)
Remove the sign, apologize to the customer, and give the sale price to the customer
b)
Call your manager to remove the sale sign and handle the situation with the customer
c)
Explain to the customer that is is an expired sale sign and she needs to pay the higher price
d)
Ask a coworker to finish ringing up the customer while you check to make sure all the signs in the store are current.
14.
A customer has a question about the care of a sweater. What is the BEST way for a sale associate to find information on this topic?
a)
Ask another sales associate about caring for the sweater
b)
Ask the store manager where to find the information
c)
Check the fiber content and care label in the sweater
d)
Check the manufacturer's website with the customer
15.
What is the BEST reason why sales associates should actively participate in company provided training?
a)
To achieve certification status for sales and service knowledge
b)
To feel more confident performing role plays in front of coworkers
c)
To learn new skills and knowledge used to provide exceptional customer service
d)
To prove to the company a commitment to a career in retail
16.
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?
a)
Research the product line on the internet, and print out and read any available product information
b)
Meet with several experienced sales associates in the store, and ask them for guidance and advice
c)
Observe the store manager assisting a customer, and try to employ the same techniques that were used.
d)
Attend product demonstrations offered by the manufacturer at the store, and ask questions while taking notes
17.
What does the C in the CRAVED model stand for?
a)
Camouflaged
b)
Covered
c)
Concealable
d)
Converted
18.
A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick the pants up, the legs are too short. The customer tells the sales associate. "This will never do. I can't wear them like this. You are going to have to change the hem." How should the sales associate respond?
a)
Agree to alter another pair of pants without acknowledging the mistake
b)
Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake
c)
Tell the customer that the fit was based on accurate measurements
d)
Apologize, admit the mistake, and assure that the situation will be quickly resolved
19.
A customer arrives to pick up a stereo from the repair department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After 20 minutes, the customer is angry. What should the associate do?
a)
Sell the customer a new stereo at a reduced price
b)
Refer the customer to a supervisor
c)
Tell the customer you are sorry. The call was a mistake
d)
Apologize and offer to located and deliver the stereo
20.
What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior to the transaction?
a)
Coincidental
b)
Guided
c)
Impulse
d)
Instinct
21.
What does the V in the CRAVED model stand for?
a)
Verified
b)
Valuable
c)
Valid
d)
Visibility
22.
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?
a)
Gather information about a product when a customer requests the information
b)
Talk to Housewares associates during the work shift in Juniors
c)
Talk to the Housewares supervisor and ask for help regarding product lines
d)
Visit competitors Housewares departments to learn product lines
23.
A customer asks an associate for help choosing a scarf. The customer mentions that she is allergic to many natural fabrics. The associate will be on duty for only 15 more minutes and is rushing to finish restocking shelves before leaving. Which of the following should the associate do NEXT?
a)
Offer to help the customer text scarves to see which will not cause an allergic reaction
b)
Ask the customer questions to learn which fibers she can use, and then help her find scarves in that materal
c)
Suggest that the customer look at scarves, and then say that another associate will be there in 15 minutes to help.
d)
Show the customer where the scarves are, and then point out that the labels include information on the fiber conent.
24.
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 this customer is
a)
Apologize and end the call as quickly as possible
b)
Suggest a similar item and offer to send it to the customer without a shipping charge
c)
Suggest that the customer order the item from another store or through the store catalog
d)
Offer to search for the item in another store and follow up with the customer
25.
While returning from a lunch break, an associate is approached by a customer for help. The associate should:
a)
Tell the customer you are on break and cannot help at this time
b)
Escort customer to a fellow associate for help since you are on a break
c)
Smile at the customer and continue walking on
d)
Ask the customer to come back in five minutes when your break is over
26.
What is the best way to serve a customer who is shopping with a group of friends?
a)
Isolate the customer from the group so you can concentrate on his or her needs
b)
Talk directly to the customer and avoid conversation with others
c)
Provide quality service to all in attendance
d)
Try to talk the friends into making purchases as well.
27.
A customer is looking at televisions. What is the BEST question for the associate to ask the customer?
a)
Is this for you, or is it a gift
b)
May I show you some televisions that just arrived
c)
What features are important to you?
d)
Are you looking for anything special?
28.
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?
a)
After giving the name of the company, let the customer know that someone will be available momentarily to help
b)
After giving the name of the company and his or her name, ask if the customer could call back
c)
After giving the name of the company and his or her name, ask for the customer's name and phone number and offer to call back
d)
After giving the name of the company, apologize for the delay and immediately place the customer on hold
29.
What is the BEST way for a sale associate to become familiar with a store's products and services?
a)
Partner with another sales associate and ask questions
b)
Attend all company and vendor provided trainings
c)
Study advertising flyers to acquire product information
d)
Spend time on the sales floor with associates and ask questions
30.
What should a sales associate do if a customer delivery is delayed?
a)
Explain that deliveries are backed up and that the situation is being resolved
b)
Apologize for the inconvenience and inquire with management about a resolution
c)
In the future, only give approximate dates for delivery to not mislead customers
d)
Direct the customer to the shipping/receiving department
31.
While an associate is working at the service desk, an upset customer approaches with an item to return. What should the sales associate do?
a)
Inform the customer of the specific details of the return policy
b)
Listen to the customer tell his or her story and then address the customers needs
c)
Handle the return
d)
Call a manager to handle the return
32.
What should a store associate strive to accomplish in their role regarding customer purchase decisions?
a)
Provide a positive and memorable experience
b)
Greet and make a connection with the customer
c)
Ask if there are other ways that you can help them
d)
All answers are correct
33.
What is the goal of loss prevention?
a)
Decrease profit
b)
preserve profit
c)
Reduce profit
d)
cut profit
34.
What demonstrates excellent product knowledge when a customer seeks information and location of the product within a store?
a)
Offer extensive information about the product and walk them to the aisle where the product is currently located
b)
Tell the customer that you don't know what the product is or where it is located but another store employee may know
c)
Offer extensive knowledge about the product and convince the customer that the product is the best product in the store
d)
Tell the customer that you do not carry the product because you have never seen it in the store before
35.
Which of the following is NOT a disruption of the customer loyalty life cycle?
a)
The customer decides to look at competitors for a better price.
b)
Product quality is lower than the customer expected
c)
The customer did not have a good customer service experience
d)
The customer felt the music was too loud in the store.
36.
A customer asks a sales associate to ship a gift overseas. The company does offer this service. What should the associate do first?
a)
Tell the customer the shipping department hours.
b)
Explain the delivery options and charges
c)
Tell the customer that shipping oversees is expensive
d)
Describe the delivery conditions and who has responsibility for the gifts condition on arrival
37.
How should a sales associate handle an upset customer who insists on speaking with a manager but will not explain the problem?
a)
Ask a coworker to assist
b)
Call a manager for assistance
c)
Express in self confidence in being able to take care of the customers needs
d)
Insist that the customer explain the problem before consulting a manager.
38.
A sales associate is helping a customer with a new sweater that just arrived. The customer asked about the proper care instructions. What should the sales associate do?
a)
Call over the manager to answer the question
b)
Check the care label in the sweater and advise the customer
c)
Ask another sales associate if he or she knows the care instructions
d)
Assume it is the same as other sweaters and give those instructions
39.
A customer has tried on a business suite and really likes the style and color. However, the pants are too long. Which of the following responses is the best way for the sales associate to encourage the customer to use the store's alteration services.
a)
Are those the shoes you would wear with that suit? The shoe department is having a sale this week. You might want to try on a higher heel.
b)
How are you with a needle and thread? If you don't sew, we do offer alterations for a small fee.
c)
That suit sure looks nice on you. Are you aware we offer free hemming on all of our slacks. It only takes a couple of days.
d)
That is a great suit. You might want to have it laundered and then see if the slacks are still too long. We do have a tailor on staff
40.
Which of the following is the BEST reason for a sales associate4 to test and sample a product before it goes on display?
a)
To learn how to push slow-moving objects and not lose a sale
b)
To warn customers about products that are difficult to assemble
c)
To make it easier to demonstrate and sell products
d)
To impress customers by demonstrating knowledge and expertise
41.
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 the charge. What is the best way for the associate to respond to the customer?
a)
I can understand your anger since it's a new product. Laptop batteries are notorious for failure if they aren't charged properly. Did you follow the instructions in the set up guide.
b)
I am sorry that the battery is not working properly. Fortunately, the laptop is still under warranty with the manufacturer. Let me look at the sale and see what we can do to help you
c)
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.
d)
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?
42.
A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the best way for sales associates to prepare for the launch?
a)
Acquire knowledge about the cosmetics by reading product labels once they are on the shelves
b)
Ask coworkers if they have used the cosmetics and ask what was liked or disliked about each product.
c)
Obtain information from the vendor's promotional brochures and demonstration videos about the cosmetics
d)
Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.
43.
A customer returns to the store with a suitcase that was purchased last month. It was only used a few times for travel but the wheels are not working properly. Which of the following actions should the sales associate take to BEST remedy the situation?
a)
Ask the customer if the suitcase was overstuffed because extreme pressure may have caused the problem. Offer to show the customer a more durable line of suitcases.
b)
Ask the customer what you could do to make the situation right, and then determine if the proposed solution is in line with the store's policy. If not, ask a manager for help.
c)
Ask the customer what caused the wheels to stop working properly, and determine if the malfunction is the customer's fault or a product defect. Then follow company policy.
d)
Let the customer know that the malfunctions seems to be a defect which the store is equipped to fix. Provide the customer the manufacturer's contact information
44.
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 now returning the bat. What is the best course of action for the customer service representative?
a)
Apologize but let the customer know that she would be unable to return the at since it has been used.
b)
Apologize and tell the customer that you will inform the manager about he sales associate error.
c)
Apologize, process the return and thank the customer for bringing the mistake to your attention.
d)
Apologize, accept the bat, and offer to help the mother find the proper size bat for her daughter.
45.
A customer approaches a sales associate and asks for a brand of vitamins advertised on the store's website as "buy two, get one free." The sales associate is familiar with the promotion but knows that the generic brand of those vitamins is also on sale. What is the associate's BEST response?
a)
Yes, the offer you saw in the brand name vitamins and is valid all week. There is also a sale on the generic brand of those vitamins that may show you even greater savings. How do you feel about the generic brand?
b)
That offer is only good for a few more days, and you can find those vitamins in Aisle 6. Make sure you choose the brand name vitamins because the "buy two, get one free, offer is only on those specific vitamins
c)
Those vitamins have been very popular this week because of the sale! I'm not sure that we have any left, but if we do, you will find them in Aisle 6. Let me know if you don't see them, and I will come help you look
d)
The offer is only for the brand name vitamins in Aisle 6, and the sale ends on Saturday. Make sure you pick up three of the exact same bottles, or you wont get the discount. Customers have been making that mistake all day.
46.
A customer has decided to use a popular software program to do his own taxes. He comes to a retail store on Saturday morning to buy the program so that 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 program in stock but sees that a new supply is expected soon. What should the associate do to help the customer now?
a)
Check for another software program within the same price range
b)
Call a competitor and see if it has the program in stock to meet the customer's immediate needs
c)
Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for him
d)
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
47.
Your department is planning a special promotion on a new line of small kitchen appliances that ha been heavily advertised. What is the MOST important thing you need to do to be prepared for a crowd of customers?
a)
Be sure there is an adequate power source to demonstrate a number of appliances at once.
b)
Be sure you understand and can demonstrate the features of the new line of appliances
c)
Test every appliance for sale to be sure it works and that no parts are missing.
d)
Have an adequate supply of samples (smoothies, snacks, etc) to keep customers happy.
48.
While an associate is working at the service desk, an upset customer approaches with an item to return. What should the sales associate do?
a)
Inform the customer of the specific details of the return policy.
b)
Listen to the customer tell his or her story and then address the customers needs.
c)
Handle the return
d)
Call a manager to handle the return.
49.
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 date to gather information about the customers?
a)
Use check-in data to forecast staffing levels based on customers peak shopping hours.
b)
Use check-in data to target customers network of friend in order to attract new business
c)
Use check-in promotions to alert customers about special deals based on their past purchases
d)
Use social media to send and promote coupons to customers as they approach the sales department
50.
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?
a)
"We're almost sold out. I have sizes 10 and 12 left. Which would you like?"
b)
Sympathize over how expensive clothing is, but stress the dress is a good value
c)
"Would you like me to bring one to the fitting room for you to try on? What size would you like to try?"
d)
"Would you like to purchase any accessories with that dress?"
51.
Why is it important or sales associates to test or sample the product they will be selling?
a)
Associates may want to purchase a product for themselves
b)
Customers are likely to ask questions about the products
c)
It helps associates appear engaged while on the sales floor.
d)
Managers often administer tests on the products features
52.
A customer service representative in Credit Services takes a call from an angry customer. The customer was charged three times for the same transaction. What should the representative do?
a)
Put the customer on hold and tell the manager.
b)
Listen, empathize and fix the problem
c)
Immediately transfer the call to the manager
d)
Listen and ask the customer to come to the office and meet with the manager
53.
While demonstrating a new blender, a sales associate showcases the products ability to make smoothies using a specific setting. What product feature do the settings describe?
a)
Size
b)
Brand
c)
function
d)
Composition
54.
A new cashier is working the register alone for the first time when a customer asks to write a check for $20 over the purchase total. The cashier is not familiar with the policy. What should she do?
a)
Process the check as a cash transaction and ask the manager later
b)
Ask a fellow associate to confirm the policy
c)
Refer the customer to the manager
d)
Tell the customer is it against company policy
55.
Which of the following is NOT an example of multichannel retailing?
a)
A retailer app
b)
The physical store
c)
A catalog
d)
The internet
56.
An associate sees a customer put a shirt in a shopping bag without paying for it. What should the associate do?
a)
Confront the customer
b)
Ask another associate for help
c)
Notify the management or security
d)
Follow the customer in the store
57.
How many primary elements of body language are there?
a)
5
b)
6
c)
10
d)
8
58.
Someone dropped a cigarette butt in a trash can on the loading dock near a pallet of can of varnish. An employee sees the cigarette butt smoldering. What should the employee do?
a)
Run to get the supervisor
b)
Put out the smoldering butt
c)
Ignore it because it will go out soon
d)
Find out who dropped the butt and report the incident to security
e)
Option 3
59.
What should a sales associate do when the store is out of stock or does not carry the exact item a customer is looking for?
a)
Persuade the customer to choose something else
b)
Suggest that the customer come back next week, when the item will be in stock
c)
Offer an alternative item that will fit the customer needs
d)
Apologize for the inconvenience and offer to personally deliver the item once it is in stock
60.
Preventing injury and illness to customers and employees is called
a)
Workplace policies
b)
Safe Workers
c)
Workplace safety
d)
Workplace procedures
61.
Area in a retail store usually collects/stores/processes data info used in the checkout/inventory/data collection
a)
Visual Merchandising
b)
Human Resources
c)
Finance
d)
Information Technology (IT)
62.
What information should you expect to enter on a job application?
a)
Credit rating
b)
Job History
c)
Marital status
d)
Race/ethnicity
63.
In the problem solving process, which step comes after "Define the Problem"?
a)
Come up with solutions
b)
Take Action
c)
Choose a Solution
d)
Finish your shift
64.
What does the “T” in SMART Goal Setting stand for?
a)
Timid
b)
Talented
c)
Temporary
d)
Time-bound
65.
A customer enters the electronics department and asks an associate about the features of a television. The associate is new and does not know enough to answer the customer's questions. How can the associate BEST provide assistance to this customer?
a)
Suggest the customer call the toll-free number for the manufacturer and get the informatin
b)
Ask another associate for help answering the questions and actively listen to the responses
c)
Get the customer name and number and make a plan to call the customer with information later
d)
Apologize to the customer and explain that he is new and has not yet been trained to answer a lot of questions.
66.
At checkout, a product's bar code cannot be scanned, and there is no price tag on the item. What should the cashier do FIRST?
a)
Ask the customer if she knows the price of the product
b)
Have another associate do a price check
c)
Ask the customer to get another item off the shelf
d)
Manually enter the code
67.
A small business owner explains to a sales associate that the business has grown faster than expected and says that a new computer is needed to handle several expanded business functions. The customer begins looking at a few low-cost computers. However, after interacting with the customer, the associate concludes that a more expensive computer would better meet the needs of the business and allow for future growth. Which is the BEST strategy for the associate to use when providing this recommendation to the customer?
a)
Demonstrate that the more expensive computer can perform a larger variety of tasks than the owner's current computer
b)
Explain that the more expensive computer can be returned for a full refund if the features do not accommodate the growing business
c)
Explain that the features and long term benefits of the more expensive computer will save money and allow for future growth
d)
Show that the features of the customer's current computer are vastly inferior to those of the more expensive computer
68.
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 customer comes into the store on January 15th and wants to return a printer that was purchased during a store sale on December 15. Under the stated policy, should a sales associate accept the item for return?
a)
Yes, if the store is running out of the item and could use the inventory
b)
Yes, if the customer was away on business until after the return period
c)
No, because it is not within the stated time period for return
d)
No, because the printer was originally purchased during a store sale
69.
If a customer's purchases total $74.35 and the customer gives you $100, what is the correct change using the smallest number of bills and coins possible?
a)
2 $10 bills, 5 $1 bills, 6 dimes and 5 pennies
b)
A $20 bill, a $5 bill, 3 quarters
c)
A $20 bill, a $5 bill, 2 quarters, 1 dime and 1 nickel
d)
A $20 bill, a $5 bill, 6 dimes and 1 nickel
70.
What is the term for store brands or in-house brands that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores?
a)
Branded items
b)
White-label brands
c)
private-label products
d)
retail goods
71.
What is a primary element of body language
a)
clothes
b)
shoes
c)
face
d)
accessories
72.
Let's say your total sale hours for the week were $3,000 and you totaled 32 hours this week. What are your sales per hour?
a)
$350
b)
$25
c)
$94
d)
$112
73.
What does fulfillment mean?
a)
Making sure customers are satisfied with their purchases
b)
Pulling stock items for customers who bought them online and will pick them up.
c)
Customizing products in store
d)
Ordering products from distribution centers.
74.
A customer who is allergic to nuts is trying to order something safe to eat at a restaurant. To make sure the customer does not have an allergic reaction, what should the server do?
a)
Ask if the customer has eaten at the restaurant before
b)
Point out the items on the menu that offer customers with similar allergies have ordered
c)
Ask the customer what foods he or she normally eats
d)
Offer to show the customer the list of ingredients for any questionable menu item
75.
A customer would like to reserve an ocean-view room at a hotel, but the ocean view rooms are all occupied. What is the BEST next step for the hotel desk associate?
a)
Suggest the customer phone another hotel to check out what is potentially available.
b)
Suggest a beautiful hotel just down the road that is more expensive
c)
Suggest the alternative of a bay-view room with a balcony which is available
d)
Encourage the customer to please call earlier next time, so you can give her exactly what she desires
76.
A customer decides to buy a television and wants the best value for her money. The associate works on commission. Which of the following should the associate do?
a)
Demonstrate a television that pays a high commission to the associate
b)
Ask another associate to help the customer decide which television best fits her needs.
c)
Explain to the customer the features of more than one television and the cost of each
d)
Direct the customer to the show room to choose a television
77.
What term describes a place where T-shirts are created
a)
Distribution Center
b)
Wholesaler
c)
Manufacturer
d)
Retailer
78.
What would a retailer's reimagined ecosystem offer?
a)
A network with physical store formats, cash only sales options and no online shopping
b)
A network for ecommerce sites with apps and experiences targeted at one audience.
c)
A network of physical store formats, direct or phone sales, options, ecommerce sites, apps, targeted marketing, experiences, services, amenities and interactions
d)
A network of retail corporations with marketing services to best sell their product
79.
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 instructions manual may be difficult. What would be the associate's BEST reply?
a)
The box says that this toy is for children his age. I'm sure he'll be fine with the manual
b)
Would you like me to suggest some other gift items that would be more appropriate for a child who can't read well
c)
We carry a video available to demonstrate the tricks. I haven't totaled up your receipt yet. May I add that to your purchase
d)
Maybe the boy's parents could read the instructions to him until his reading improves and then he can practice the magic tricks on his own.
80.
An irate customer calls demanding a credit after making a full-price purchase the day before a sale. The responding sale associate explains that the store 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 associates answer. After apologizing for the inconvenience, what else should the associate do to help satisfy the customers request?
a)
Clearly repeat the policy so the customer understands there is no other option
b)
Explain how the customer and store benefit from the store's policy
c)
Inform the customer of dates when the item may be on sale again
d)
Offer the customer the options of an in store return or the opportunity to speak with a supervisor
81.
A customer shopping for a replacement refrigerator has decided upon a style and model and wants to complete the purchase. What is the BEST response for the sales associate to give to the customer to ensure a good experience?
a)
Great choice! I can ring you up right here in the department so you can avoid the lines up front
b)
Excellent! This model may be a bit more complicated to install. Would you like me to go over our delivery and install options so we can make sure you have everything you need
c)
Nice! With this model you will need to hook up a water line to use some of the features. Do you want me to explain how you can do that ?
d)
Sounds good! If you want to use the filtered water in-door feature, you will need a water line kit. Would you like me to get you one of those?
82.
What is the BEST time to inform customers about extended service plans available for items they are purchasing?
a)
As part of the greeting when the customer enters the department
b)
As soon as it is determined that the plans are within the customers budget
c)
At the end of the sale, after presenting the associated accessories
d)
Early in the sales process as a benefit to the product being purchased
83.
When is it appropriate for sales associates to call the manager for assistance with a customer?
a)
When the customer makes a negative comment about the retailer
b)
When the telephone rings, leaving the associate unable to talk to the in-store customer
c)
When the work-shift ends and the customer is not ready to buy
d)
When there is a problem resolving the customer's complaint
84.
A bride is meeting with a hotel catering manager to discuss the menu for her upcoming reception. The bride wants a particular brand of cheese but the hotel cannot guarantee that it will be delivered in time for the wedding. What should the catering sales manager do?
a)
Provide complimentary hors d'oeuvres for the reception
b)
Review alternatives and offer the best solution
c)
Suggest that the reception be held at another location
d)
Restrict the selection of cheese to what is available on the menu
85.
What best explains why a sales associate should gain hands-on knowledge of a store's products?
a)
It is the best way to determine which product parts are most likely to need additional warranties.
b)
It is the best way to impress customers with product knowledge, which helps encourage the sale.
c)
It is the best way to learn and remember product features so they can be explained to customers
d)
It is the best way to learn which products are best so the customer can be instructed on which products to buy
86.
A customer who is shopping at the store for a cordless drill has decided on the SS15C, a 12-volt cordless drill that includes a rechargeable battery and carrying case. The customer asks a sales associate to match a lower price for the same drill on a competitor's website. The associate views the website and discovers that the advertisement is for the SS12C, a 12 volt cordless drill that includes a rechargeable battery but no carrying case. What is the associate's best response to this customer's request?
a)
Apologize to the customer that the store's policy does not allow price matches on website deals.
b)
Using the information on the computer's website, explain the products similarities and differences.
c)
Show the customer another drill at the lower price point that does not include a carrying case.
d)
Request that the customer firm confirm that the competitor still has that same drill in stock.
87.
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?
a)
Make sure customer know how to contact the business
b)
Make sure customers have no verbal contact
c)
Make sure the business knows how to contact clients
d)
Make customer feedback easy
88.
A customer returns a backpack complaining that one of the seams has ripped. The customer wants to exchange the backpack for a new one. What is the least appropriate response?
a)
Would you like to exchange the backpack for the same style or choose something different
b)
No one has ever returned one of these before. They are known for being durable
c)
Tell me what you are looking for in a backpack
d)
I'm sorry you've had this problem. I will help you choose a new item.
89.
A customer is looking for the right food for his dog, who has quit eating his regular brand. The customer does not have a lot of time to shop. What should the sales associate d to make the BEST use of the limited time?
a)
Ask about the dog's diet and suggest a series of dietary supplements
b)
Select a popular store brand and offer to ring him up to save time
c)
Let the customer know that your store has the largest variety of dog food brands in the city and suggest he spend time looking around
d)
Ask questions about the dog's age, health, weight, and exercise regimen, and suggest the customer try an appropriate brand.
90.
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?
a)
Offer the customer a refund or store credit
b)
Test the customer's computer and determine whether there is a problem with the feature
c)
Give the customer a detailed explanation of how to use the feature
d)
Tell the customer that there have been problems with this computer model and that there may be a better one available.
91.
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...
a)
Offer to have a new oven installed at no charge
b)
Apologize and ask for more information about the problem
c)
Transfer the call to a more senior associate
d)
Put the customer on hold and refer to the store return policy
92.
A customer comes into a store looking for a new television. The customer is requesting ABC brand, which is one of the most expensive in your store. The customer has no experience with the other brands you carry but is concerned about the price of ABC brand. What would be the BEST action to take?
a)
Show the customer ABC brand TVs because that is what he is looking for
b)
Show the customer a promotional item that is priced well below ABC brand
c)
Explain that the store carries other brands that are comparable to ABC but priced lower.
d)
State that ABC brand is overpriced and explain that the store has other brands that are more reasonably priced.
93.
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?
a)
Tell the customer that you are new to the company and that you do not know anything about reward coupons
b)
Provide the customer with the phone number for the customer service, and ask him to call for information
c)
Explain to the customer that the manager is the only person who can help him, and ask the customer to call tomorrow
d)
Call the customer service hotline for the customer and explain that the customer did not receive his reward coupon.
94.
Two employees are talking while they stock shelves in Hosiery. A customer approaches them and asks for a specific brand. The employees should stop talking and then do which of these?
a)
Politely tell the customer where to find the requested brand
b)
Point the customer in the direction of the requested brand
c)
Walk the customer over to the brand and ask color and size preferences
d)
Tell the customer exactly where to find the brand, then go to the register to be ready
95.
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?
a)
Offer the customer a discount on another brand
b)
Match features of the desired product with an alternative selection
c)
Refer the customer to another store
d)
Steer the customer to items that are currently on sale.
96.
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 when something goes wrong.
b)
Customers deserve to have all the information they need in order to make the best decision about their purchase.
c)
It is required by law that customers are informed about product warranties, return policies, and service plans
d)
Return policies and warranties are put in place to protect the store from fraud, so customers must be informed about them
97.
What is the best way to communicate the benefits of a product?
a)
Refer the customer to the product label.
b)
Have the customer speak to the store manager.
c)
Share personal experiences about using the product
d)
Compare the product to a competitor's product.
98.
What is the best way to explain the features of a product
a)
Review the owner's manual with the customer
b)
Give contact information of customer services
c)
Show the customer the product in action
d)
Refer the customer to a demonstration of the product.
99.
Before you set up a demonstration of laptop computers in your store, which of the following is most important?
a)
Make sure the store is properly staffed to handle the demonstration
b)
Make sure you have decorated the display table to attract customers
c)
Examine and test the laptops to make sure they are functional
d)
Check the laptops to make sure they are labeled and priced correctly
100.
A customer has just contacted her local dry cleaner because she returned home with her dry cleaning to find there was a stain on a dress she needs for tomorrow. How can the dry cleaners BEST resolve the problem and keep the customer's business in the future?
a)
Offer to give a discount to her and any friends the customer would like to recommend to use their service
b)
Have someone pick up the dress, clean it again, and then deliver it back to the customer when it is clean
c)
Apologize and say that she should have identified the stain when dropping off the dress.
d)
Apologize and ask the customer to return the dress so they can analyze what caused the stand and clean the dress for free.
101.
A fitness center's drink machine has been empty for two weeks. When the delivery person arrives to refill the machine, the fitness center's manager complains that the fitness center has lost money. What should the delivery person do?
a)
Tell the manager that the usual delivery person has been on vacation and they were short staffed.
b)
Apologize and tell the manager that delivery people are not responsible for scheduling.
c)
Tell the manager "okay", fill the machine and go the next delivery
d)
Apologize and offer to work out a regular delivery schedule with the manager.
102.
A customer places an order over the internet for a bouquet of flowers for Valentine's Day. When the bouquet arrives a day late and wilted, the angry customer calls the internet source to complain. How should the associate respond?
a)
Apologize and offer to either refund the customer's money or send out another bouquet at no charge
b)
Apologize and send out another bouquet at no charge
c)
Send the customer a coupon for a future purchase
d)
Apologize and say it is too bad that Valentine's Day is over.
103.
If a customer is about to purchase a new yoga mat, what would be the best item to try to cross-sell?
a)
Running shoes
b)
Yoga blocks
c)
Weights
d)
A basketball
104.
As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the EST course of action
a)
Continue what you are doing but share with your associate that some customers can be frustrating
b)
Ask the customer if you can help
c)
Stop, greet your teammate, and ask if you can be of service
d)
Let your fellow associate know that you will get a manager.
105.
While helping a customer, a sales associate asks some questions and pulls relevant products off the shelf as the customer is answering the questions. After believing that the right product has been identified, the associate says, "Well, that's everything you need. Let's get you rung up." But the customer declines and expresses a desire to "shop around a little more before buying." What is the most important thing the associate failed to do during this interaction?
a)
Confirming the right products and accessories prior to ringing up the customer
b)
Clarifying understanding the customer's needs and providing an opportunity to add more information
c)
Asking if the customer had other shopping to do and offering to set aside the product until the customer finished
d)
Offering to have the product delivered and upselling a product warranty to the customer.
106.
An associate is helping a customer who has a strong accent and speaks very little English. The associate barely understands the customer. What is the BEST action the associate can take?
a)
Try to get the customer to use gestures
b)
Listen carefully, speak slowly, and show items that match the customers words
c)
Ask the customer to please wait, then try to find an associate who speaks the customer's language
d)
Get the supervisor to talk with the customer.
107.
An associate begins to help a customer he believes is next to be served. A second customer interrupts by saying that she should be next. The sales associate BEST response is.
a)
Allow the two customers to determine who should be helped first
b)
Try to find another sales associate to help one of the customers
c)
Direct the second customer to an associate in another department
d)
Assure the second customer that he will help her as soon as possible and proceed to help the other customer.
108.
Two passengers are arguing that they have the same seat on an airplane flight. What should the flight attendant do first?
a)
Ask one passenger to volunteer to take a later flight
b)
Ask both passengers to immediately exit the plane
c)
Ask them to step out of the aisle so other passengers can board
d)
Listen to the passengers explain the problem and ask to see their ticket.
109.
An experienced stylist sees a new shampoo person about to use a certain conditioner on a customer. The stylist knows the customer is allergic to that conditioner. What should the stylist do?
a)
Move quickly to the shampoo area and offer to finish with the customer.
b)
Speak to the shampoo person before he uses the conditioner on the customer
c)
Ask the customer if the shampoo person was told about the allergy
d)
Tell the shampoo person not to use the conditioner on the customer's hair again.
110.
A customer approaches you holding an ad and a coupon for window shades from a competitors store and asks to see the merchandise described in the ad. You are aware of your competitors special promotion. what is the BEST way to gain the interest of this undecided shopper and make a sale.
a)
I see you've got a coupon from XYZ co. Have you already been there? I read on their ad that they no longer place custom orders.
b)
I see you've got a coupon from XYZ Co. Tell me more about what you are looking for. I'm certain we can find it in stock in our large inventory. Are you aware of our 48 hour free installation policy.
c)
I see you've got a coupon from XYZ Co. I had a customer yesterday who had looked at their assortment and wasn't very impressed. She ended up coming here to look.
d)
I see you've got a coupon from XYZ Co. I know they can beat our price on that line of shades this week. It seems like you really like that brand but I wish you were interested in looking at something else.
111.
An associate tells a customer to pick up their store-assembled bicycle at 3 p.m. The customer arrives at the store at 3:30 p.m. and the associate is in the middle of helping another family purchase bicycles. What should the associate do?
a)
Advise the customer to go to the customer service line and wait for assistance.
b)
Tell the customer that he is busy helping another family with bicycles and ask him to wait.
c)
Suggest that the customer come back later.
d)
Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.
112.
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 now returning the bat. What is the best course of action for the customer service representative?
a)
Apologize but let the customer know that she would be unable to return the at since it has been used.
b)
Apologize and tell the customer that you will inform the manager about he sales associate error.
c)
Apologize, process the return and thank the customer for bringing the mistake to your attention.
d)
Apologize, accept the bat, and offer to help the mother find the proper size bat for her daughter.
100 %
