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WorksheetsCustomer Service & Sales Certification Exam Review pt.1
Total questions: 56
Worksheet time: 28mins
What is the BEST way to resolve a customer's complaint?
Actively listen to the complaint, ask questions, and let the customer have input into the solution.
Apologize to the customer that the merchandise didn't work out and refund the cost according to store policy.
Ask the manager to handle the situation so the customer feels like a priority regardless of the outcome.
Figure out how to make the customer happy before he or she gets angry and the store loses the customer's business.
What is the BEST reason why sales associates should actively participate in company-provided training?
To achieve certification status for sales and service knowledge
To feel more confident performing role plays in front of coworkers
To learn new skills and knowledge used to provide exceptional customer service
To prove to the company a commitment to a career in retail
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?
Acquire knowledge about the cosmetics by reading product labels once they are on the shelves.
Ask coworkers if they have used the cosmetics and ask what was liked or disliked about each product.
Obtain information from the vendor's promotional brochures and demonstration videos about the cosmetics
Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.
Why is it important that sales associates understand written and multimedia materials that are provided by the company, the manufacturer, and the supplier?
It demonstrates to the manager that the associate took the time to find out more information about a product.
It helps acquire customer trust when associates can recite specifications about a product.
It helps the associate clearly and accurately provide customers with answers to questions on products.
It helps the associate learn and stay busy when customer traffic is low.
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?
Research the product line on the Internet, and print out and read any available product information
Meet with several experienced sales associates in the store, and ask them for guidance and advice.
Observe the store manager assisting a customer, and try to employ the same techniques that were used.
Attend product demonstrations offered by the manufacturer at the store, and ask questions while taking notes.
What is the BEST resource for a sales associate to use to gain information about the benefits of a store's products and services?
Marketing materials provided by the vendor
Independent industry sources online
Knowledgeable team members
Company-provided training and testing
Why is it important for a sales associate to know how a store's products compare to the products of competing stores?
To explain why customers should avoid purchasing competitors' products
To highlight the differences between the store's products and those of the competition
To inform customers where they can find the best products at the best prices
To plan for future purchases when the competitors' products will be on sale
What does the E in the CRAVED model stand for?
Exchange
Enjoyable
Expire
Explain
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 happen, I can't wear them like this. You are going to have to change the theme." How should the sales associate respond?
Agree to alter another pair of pants without acknowledging the mistake
Apologize Tell the customer they were marked correctly, so the tailor must have made the mistake
Tell the customer that the fit was based on accurate measurements
Apologize, admit the mistake and assure the customer that the situation will be quickly resolved
Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?
To learn how to push slow-moving products and not lose a sale
To warn customers about products that are difficult to assemble
To make it easier to demonstrate and sell products
To impress customers by demonstrating knowledge and expertise
What are the BEST steps to take if a customer's expectations are not met?
Answer each point of the customer's complaint while referring to store policy as needed.
Apologize for the issue and show the customer the store policy for returns and exchanges.
Get a supervisor or manager involved, apologize for the problem, and provide a refund to quickly resolve the issue.
Listen, acknowledge the problem, ask questions, and determine a solution the customer and the store can agree to.
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?
Remove the sale sign, apologize to the customer and give the sale price to the customer
Call your manager to remove the sale sign and handle the situation with the customer.
Explain to the customer that it is an expired sale sign and she needs to pay the higher price.
Ask coworker to finish ringing up the customer while you check to make sure all the signs in the store are current
A representative from a popular cosmetics company is coming in to demonstrate makeup applications. The sales associate attended the last product demonstration and is very familiar with how to use them. Why should the sales associate attend this demonstration again?
To become aware of upcoming sales or in-store promotions
To be better able to answer customers' questions about the product
To learn how to increase sales of slow-moving products
To position oneself for possible career advancement
Other than company and manufacturers' brochures, which resources are BEST to help sales associates stay current on products and services?
Experienced sales associates, sales flyers, and an online encyclopedia
Informational videos, experienced sales associates, and TV ads
Informational videos, blogs, and sales flyers
Informational videos, company websites, and sales flyers
A wedding coordinator, unable to meet tight deadlines, has lost several potential clients. What can the coordinator do to help prevent this loss of business in the future?
Persuade the next few clients to schedule their wedding dates slightly later.
Advertise in more local publications to attract more clients.
Gather information about competitors to identify ways to increase efficiency.
Explain that the competitors have more dissatisfied customers.
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?
Would you like to exchange the backpack for the same style or choose something different?
No one has ever returned one of these before. They are known for being durable.
Tell me what you are looking for in a backpack.
I'm sorry you've had this problem. I will help you choose a new item.
A customer returns a recently purchased video game player and tells the store associate that it shuts down after ten minutes of use. The customer's child is home sick and wants the player to keep busy. The item is covered by a one-year warranty. What should the associate do?
Ask what the customer's child was doing to make the player stop working
Allow the customer to exchange the video game player today since the item is under warranty.
Comment that some video players are less reliable than others
Put the customer at ease by saying "know how it is when a child is sick."
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?
Offer the customer a refund or store credit.
Test the customer's computer and determine whether there is a problem with the feature.
Give the customer a detailed explanation of how to use the feature.
Tell the customer that there have been problems with this computer model and that there may be a better one available.
A customer is looking into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer hesitantly states "I really like the clean look of white sofa, but I'm afraid I will be quickly soiled by my children and dogs." Which of the following is the sales associate's best response to help the customer make a good decision?
Ask "What have you done in the past? Do you have another sofa the children and the dog could use?"
Sympathize with the customer about the challenges of wanting style with growing children.
"May show you some of the washable slipcovers available for the sofa?"
"Perhaps you should consider other sofas that won't show soils so easily."
A customer has just contacted her local dry cleaner because she returned home with her dry cleaning to find there was stain on the dress she needs for tomorrow. How can the dry cleaners BEST resolve the problem and keep the customer's business in the future?
Offer to give a discount to her and any friends the customer would like to recommend to use their service.
Have someone pick up the dress, clean it again, and then deliver it back to the customer when it is clean.
Apologize and say that she should have identified the stain when dropping off the dress
Apologize and ask the customer to return the dress so they can analyze what caused the stain and clean the dress for free
The bank where you work as a teller has just been taken over by one of your competitors who has some different services from those you are familiar with. What would be the BEST way to learn about the new services?
Concentrate on what you already know and rely on your customers telling you about the new services
Look on the new company website where they list the features of their services.
Wait until your supervisor sends you to formal product knowledge training program.
Read other competitors' brochures, looking for descriptions of similar services
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?
Tell the manager that the usual delivery person has been on vacation and they were short staffed
Apologize and tell the manager that delivery people are not responsible for scheduling
Tell the manager "Okay," fill the machine, and go to the next delivery.
Apologize and offer to work out a regular delivery schedule with the manager.
What should a sales associate do if a customer delivery is delayed?
Explain that deliveries are backed up and that the situation is being resolved.
Apologize for the inconvenience and inquire with management about a resolution.
In the future, only give approximate dates for delivery 30 to not mislead customers.
Direct the customer to the shipping/receiving department.
What should a sales associate say to a customer who has returned a product that he or she purchased last month?
I'm sorry, these things happen. I understand why you are frustrated
I am glad to issue credit, but it is usually a user problem and not a product defect.
Your account has been credited. Is there anything else I can do for you?
Your refund is complete. You should be taken care of now.
What BEST explains why a sales associate should gain hands-on knowledge of a store's products?
It is the best way to determine which product parts are most likely to need additional warranties.
It is the best way to impress customers with product knowledge, which helps encourage the sale.
It is the best way to learn and remember product features so they can be explained to customers.
It is the best way to learn which products are best so the customer can be instructed on which products to buy.
Which is the MOST Important step a sales associate should take to ensure that a product is working before demonstrating it to a customer?
Role-play with a co-worker who can ask difficult questions in a customer scenario.
Leave all vendor-supplied marketing materials on hand and a display model ready to go.
Read and understand all the information about the features being demonstrated so that they can be shown with ease.
Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located.
A customer approaches a sales associate at a sporting goods store for help with purchasing a golf driver. The customer wants to be sure that the driver fits his height and price range. What approach should the sales associate take to ensure that the customer buys the correct golf driver?
Send the customer to a store with a larger selection.
Ask questions and observe the customer.
Show the customer the most expensive driver.
Discuss additional services that the store offers.
A cashier notices that the line of customers waiting to check out is quickly growing. The cashier should: Mark only one oval.
Continue to ring out each customer as quickly as possible.
Acknowledge the customers in line and call for assistance.
Tell the manager that more help is needed at the register.
Go get another associate to help.
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? Mark only one oval.
Tell the customer that you are new to the company and that you do not know anything about reward coupons.
Provide the customer with the phone number for customer service, and ask him to call for information.
Explain to the customer that the manager is the only person who can help him, and ask the customer to call tomorrow.
Call the customer service hotline for the customer, and explain that the customer did not receive his reward coupons.
Why is it important to understand the customer's needs when presenting alternative or additional products for consideration? Mark only one oval.
The customer's objections can be minimized, which will speed up the sale.
The customer may not know about all of the available options.
The sales associate can better move slow selling items.
The sales associate can better tell the customer which product to buy.
Which of the following methods BEST describes how sales associates can reduce the number of price objections they receive?
Describe the store's price matching policy in case the item goes on sale in the near future.
Build rapport, establish trust, and focus product presentation on the customer's needs.
Explain that the product recommended is the latest model and is therefore the best value.
Share a personal testimonial, or describe ways another customer enjoyed that same product.
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:
Apologize and end the call as quickly as possible.
Suggest a similar item and offer to send it to the customer without a shipping charge.
Suggest that the customer order the item from another store or through the store catalog.
Offer to search for the item in another store and follow up with the customer.
You are the only sales associate working in the department. You are currently working with two customers when your department receives a phone call. What should you do?
Quickly answer the phone call, asking the customer to hold.
Finish helping the two customers in the department before answering the phone.
Call out for additional assistance to your department to help with your customers
Excuse yourself politely and answer the phone, calling the customer back if necessary.
A customer calls a drugstore to inquire if a prescription is ready. The associate asks the customer to hold while checking on the prescription. After the associate puts the customer on hold and locates the prescription, several customers in the store approach and ask for assistance. What should the associate do?
Get back to the phone after serving the in-store customers and then call for assistance in case it happens again.
Acknowledge the in-store customers call for assistance and then get back to the customer on hold.
Call for another associate to talk with the customer on hold.
Immediately get back to the customer on hold.
An associate is responding to a customer's email about a back order. What should the associate's style be?
Be informal and personal.
Follow business writing rules.
Include creative elements to catch the customer's attention.
Include abbreviations to keep the message short.
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 a chair to match the sofa in her living room. What should the associate do?
Tell her where the chairs are located, and inform her about the wide variety of options available.
Escort her to the area where the chairs are, and ask open-ended questions to clarify her needs.
Tell her that it will be difficult to match fabric because it appears to be several years old.
Ask an associate who knows more about the choices of fabric to help the customer.
What is the BEST method to use when trying to determine a customer's price considerations for making a purchase?
Start with the most expensive items and work your way down as necessary.
Ask the customer how much he is looking to spend and only show the customer items in that price range.
Judge the customer budget based on the other items in his shopping cart.
Ask questions about the quality he is interested in and his reasons for purchasing.
What should you do when faced with a customer who has a problem with a product or service that your store offers?
Call a manager as soon as possible so he or she may address the customer problem.
Listen until the customer has explained the problem in its entirety, then determine a satisfactory solution.
Inform the customer that you are not authorized to make a decision and that he or she will have to return to speak with the store manager.
Inform the customer that there is nothing you can do and apologize for the inconvenience.
A customer wants to print pictures from her digital camera but does not know how to work the digital print machine in your store. You have only been on the job for two days and are just now learning to work the machine. Which of the following should you do to help the customer in this situation?
Explain to the customer that the digital machine is out of service and you do not know when it will be back up.
Tell the customer you do not think the type of digital card that she has will fit your digital machine.
Explain to the customer that you have not been fully trained on the digital machine, but she is welcome to give it a try.
Let the customer know you are a new employee but will gladly work with her to help get her photos printed.
What is the MOST effective way to determine a customer's price range for an item?
Ask how much of weekly income the customer can spend on the product.
Listen closely to the customer's responses to questions regarding price.
Watch the customer's body language when showing the customer a price tag.
Expect that if the customer likes the quality, price will not be an issue.
How can a sales associate BEST use the data in a customer relationship management (CRM) system to improve customer satisfaction?
Ask customers to sign in to the system and identify brand preferences.
Email customers to alert them of sales on their favorite brands.
Send thank you notes to customers who spent more than a certain dollar amount.
Offer free gifts or promotional items to customers who purchased a new brand or label.
A customer is looking at a display of assorted silver necklaces that vary in price. Which would be the BEST comment for the sales associate to make in order to determine the customer's price range?
Those are some of our most popular brands. What is your price range?
Will this be a gift? If so, the more expensive sterling necklaces would be perfect.
Aren't these necklaces beautiful? They come in sterling or silver plated. Sterling is a bit more expensive. Do you have a preference?
With so many elegant options, it can be really hard deciding which necklace to buy. How much are you looking to spend?
Which example BEST represents cross-selling?
Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes
Discussing the benefits of different brands when a customer is purchasing a computer
Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer purchases pajamas
Showing a customer a matching scarf and gloves when the customer purchases a winter coat
Why should a sales associate offer additional services to customers?
Services have much higher profit margins than products.
Services can improve the customer's experience with products.
Services guarantee repeat business with the customer.
Services are designed to improve the quality of products.
Your store policy is to not provide refunds for on sale or personalized items. What is the BEST way to ensure that customers are made aware of this policy?
Put up signs in the store stating the policy on returns.
Inform customers of the store refund policy as part of the checkout process.
Carry out the policy as needed and depend on customers to spread the word.
Post the store refund policy on the store website.
A customer is shopping for a pink mixer she saw on the set of a popular celebrity TV chef show. Your store carries the item, and it is the most expensive item in your store. What should you do FIRST?
Show the customer other new appliances and cookware from that celebrity chef line.
Show the customer the item, point out the features, and state the price.
Ask the customer how she is planning to use the mixer.
Determine what features are most attractive to the customer, and point out other mixers with those features.
An associate in a home improvement store is asked by a customer to cut some shelving to fit the measurements of his master bedroom closet, a service that the store freely provides. If the associate has never cut shelving before, what is the BEST response to the customer's request?
Apologize for not having been trained on the equipment and explain that the shelving will need to be cut elsewhere
Let the customer know that the associate will be happy to find a co-worker or supervisor to assist in cutting the shelving
Politely request that the customer to go to the service desk and ask for the cutting specialist on duty
Take initiative and figure out how to use the cutting equipment to cut the shelves to the desired specifications
When is it appropriate for sales associates to call the manager for assistance with a customer?
When the customer makes a negative comment about the retailer
When the telephone rings, leaving the associate unable to talk to the in-store customer
When the work shift ends and the customer is not ready to buy
When there is a problem resolving the customer's complaint
A customer enters a cosmetics store. She says she has always wanted to wear red lipstick but has no idea what shade looks good on her. What is the BEST way to assist the customer?
Suggest shades that you feel best match her skin tone.
Give her a coupon for a discounted second item with her purchase.
Offer samples so she can test them.
Ask her the name of her favorite brand.
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?
Process the check as a cash transaction and ask the manager later.
Ask a fellow associate to confirm the policy.
Refer the customer to the manager.
Tell the customer it is against company policy.
In addition to explaining the features and benefits of a product, what should a sales associate suggest to customers?
Compare prices, product features, and accessories at alternative stores.
Delay the purchase of accessories until they are comfortable with the product.
Purchase additional merchandise that will enhance the use of the product.
Purchase products that are affordable and return to the store when they are ready to purchase accessories.
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 now to perform the magic tricks because one is just learning to read and the instruction manual may be difficult. What would be the associate's BEST reply?
The box says that this toy is for children his age. I'm sure he'll be fine with the manual.
Would you like me to suggest some other gift items that would be more appropriate for child who can't read well?
We carry video available to demonstrate the tricks. I haven't totaled up your receipt yet. May I add that to your purchase?
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.
An irate customer calls demanding credit after making a full-price purchase the day before 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?
Clearly repeat the policy so the customer understands there is no other option.
Explain how the customer and store benefit from the store's policy.
Inform the customer of dates when the item may be on sale again.
Offer the customer the option of an in-store return or the opportunity to speak with supervisor.
An associate sees a customer put a shirt in a shopping bag without paying for it. What should the associate do? Mark only one oval.
Confront the customer.
Ask another associate for help.
Notify management or security.
Follow the customer in the store.
Which of the following BEST describes the information needed to properly schedule a delivery? Mark only one oval.
Customer address, form of payment, and driving directions
Customer address, delivery date/time, and driving directions
Delivery date/time, size and weight of products, and special requests
Delivery date/time, delivery fee, and delivery follow-up call
A customer in a wheelchair tries to enter the store using the handicap access door, which is located at the rear of the store. The door is locked. The customer rings the bell and no one answers. A second customer observes the customer in the wheelchair outside and tells the cashier. What should the cashier do? Mark only one oval.
Ask the second customer to make purchases for the customer in the wheelchair.
Ask the customer in the wheelchair to return to the store the next day when the door is unlocked
Immediately call management to open the door for the customer in the wheelchair.
Ask the second customer to tell the customer in the wheelchair to use a cell phone to place an order.
