WorksheetsCustomer Service Practice for Final | Quizlet
Total questions: 70
Worksheet time: 35mins
An error message appears when the cashier rings up a sale. Information on operating the register is available in the manual at the counter but the other sales associate is helping another customer. What should the cashier do first?
Look for the error message in the register manual.
Try pushing different buttons until the message goes away.
Politely interrupt the manager and ask what to do.
Call the register's technical support number.
You are ringing up a customer's order when the customer notices 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 you find out there is an old, expired sale sign in front of the product. Which of the following 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 a co-worker to finish ringing up the customer while you check to make sure that all the signs in the store are current.
Which is the MOST important reason for a sales associate to discuss the warranty of a product while closing a sale?
To explain any manufacturer recalls.
To demonstrate that the store stands behind its products.
To ensure fewer customer complaints when a product is defective.
To reassure the customer about the product's performance, durability, and quality.
A customer is gathering information before making the final selection on a new car. You have suggested the car that seems to be the best choice. After taking a test drive, the customer decides to continue to look at other options. What is the BEST response to your customer?
Well, if you want to come back and look some more, here is my card. Feel free to give me a call.
I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me.
I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions.
I'm sorry. I don't have a business card, but if you will give me yours, I'll be glad to call you to see if you have other questions.
Which of the following BEST defines a guarantee?
Coverage of the defects described in the information provided by the manufacturer.
Agreement that the manufacturer will be responsible for any defects in a product and will replace or repair a product that is defective.
Certificate ensuring that a product has been properly inspected by the manufacturer.
Service contract that covers products beyond the timeframe or conditions stated by the manufacturer.
Which type of policies within a company may be given room for interpretation?
Those that protect the licensing of the products sold.
Those designed to ensure customer satisfaction.
Those related to the safety of customers and employees.
Those associated with governmental laws and liability concerns.
A sales associate approaches a customer who is looking at high end power tools and referring to content on a smart phone. How can the associate BEST engage the customer using this technology?
After building rapport with the customer, show where customer reviews for the tools are located on the store's website.
Apologetically inform the customer that the store does not match the competitor prices that he may be seeing on line.
Show the customer where to access the monthly schedule of power tool demos and explain how to reserve a seat.
Assess the customer's knowledge of online coupons and offer the dates when coupons for tools are usually published.
A sales associate is restocking displays in the front of the store when a customer approaches and asks if an associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer's complaint?
Apologize for the wait, assure the customer that it should not be much longer, and continue restocking displays.
Acknowledge the customer's feelings and advise the customer to address the complaint to a member of the management.
Acknowledge the customer, explain that a manager will be in contact, and continue restocking until a manager arrives.
Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.
A woman enters a store to purchase a dress for a special event. She finds a dress she loves, but she is concerned about the price. As a sales associate you know that the dress will go on sale in two days. How do you close the sale?
Explain that special events need special dresses and she cannot go wrong with her selection.
Tell her about the sale and encourage her to return next week to buy the dress.
Ask your manager if you can override the price.
Suggest a different dress that is currently on sale.
A customer returns an item with a mark on it. What is the best way to handle the situation?
Acknowledge the mark, take the item back to the store, and exchange it for a new one.
Those designed to ensure customer satisfaction
A customer purchased a barbeque grill at the store, loaded it into his car and took it home. When he opened the box to assemble the grill the instruction were missing. The customer returns to the store upset. What should the sales associate do to satisfy the customer?
Acknowledge the customer’s frustration and refer him to the manufacturer’s website to download the instructions
Listen to the customer, apologize for the inconvenience and offer to refund or exchange the merchandise
Listen to the customer, apologize for the inconvenience, and refer him to the manager
Listen to the customer, assure him that you understand his frustration, and ask him if he would be satisfied with you finding another set of instructions
A customer is shopping in your department and tries on a new pair of slacks. She asks if you offer free hemming. What should you say?
Test the customer’s computer and determine whether there is a problem with the feature.
Apologize to the customer and call the supervisor to help solve this problem.
That suit sure looks nice on you. Are you aware that we offer free hemming on all our slacks? It only takes a couple of days.
Listen to the customer, assure him that you understand his frustration, and ask him if he would be satisfied with you finding another set of instructions
Your department is planning a special promotion on a new line of small kitchen appliances that has been heavily advertised. What is the MOST important thing you need to do to be prepared for a crowd of customers?
Be sure there is an adequate power source to demonstrate a number of appliances at once.
Have an adequate supply of samples (smoothies, snacks, etc.) to keep the customers happy.
Test every appliance for sale to be sure it works and that no parts are missing.
Be sure you understand and can demonstrate the features of the new line of appliances.
A sales associate is hosting a cooking class to demonstrate a new line of kitchenware and notices a customer interacting with the products as if actually using them. Which is the BEST way for the associate to create a memorable experience for the customer?
Present the customer with a product video.
Give the customer an informational procedure.
Explain the product features and benefits to the customer.
Invite the customer to participate in the demonstration.
The 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?
Ask another associate to help the customer decide which television bests fits her needs.
Demonstrate a TV that pays a high commission to the associate.
Explain to the customer the features of more than one tv and the costs of each.
Direct the customer to the show room to choose a tv.
A customer brings a competitor’s ad into your store and asks that you meet the advertised price. As a sales associate, what should you do FIRST?
Tell the customer that he/she should go to the store that placed the ad
Immediately change the price in the store to meet the competitor’s
Refer to your store’s policy on meeting competitor’s ads
Ask your store manager how to respond to the customer
A store is promoting a 50rebateonthepurchaseofanyBLU−Rayplayerthatcostsmorethan 150. A customer expresses a lack of understanding about rebates. Which statement BEST describes this rebate offer?
The customer will receive $50 cash back at the time of purchase.
The customer will pay only $100 for a BLU-Ray player
The customer will receive a check for $50 after submitting proof-of-purchase verification
A total of $50 will be deducted from the total amount paid by the customer at the time of checkout.
When the sales associate reviews the manufacturer's warranty of a product with the customer, what reassurance is given to the customer?
The store will provide a full refund on defective merchandise with a receipt.
The manufacturer will provide a full refund on defective merchandise.
The product's performance, durability, or quality standards will be upheld.
The product, if defective, can be returned to the store without a receipt.
Why is it important for sales associates to test or sample the products they will be selling?
Associates may want to purchase a product for themselves.
Customers are likely to ask questions about the products.
It helps associates appear engaged while on the same floor.
Managers often administer tests on the products' features.
A customer complains that you are out of stock on the 100-count aspirin that is on sale and that this seems to be a problem every time she comes into the store. How do you BEST satisfy the customer when the item is out of stock?
Apologize and call another local store for the customer to see if they have the product in stock.
Apologize to the customer, but tell her that there is nothing you can do about the situation.
Apologize to the customer and explain to her that you will have more in stock next week.
Apologize to the customer and offer to make a substitution with two 50-count bottles.
An irate customer calls demanding a credit after making a full price purchase the day before the 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 a supervisor.
A. Remove the sale sign, apologize to the customer, and give the sale price to the customer. B. 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. C. Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery.
Remove the sale sign, apologize to the customer, and give the sale price to the customer.
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.
Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery.
Which of the following scenarios MOST warrants a follow up call from a sales associate to a customer?
A customer did not purchase the extended service plan at the time of purchase and the manufacturer's warranty is expiring.
A customer purchased a printer the previous day. Specialty paper and ink cartridges will be on sale next week.
A customer complained about the workmanship of the alterations to a new suit. The sales associate thinks the issue has been resolved but is not sure.
The sales associate thinks a frequent customer would be interested in a new line of designer handbags that just arrived.
The associate is usually the first point of contact when a customer is not satisfied with a purchase. The sales associate has encountered a difficult customer and cannot satisfy that customer's needs.
The associate is usually the first point of contact when a customer is not satisfied with a purchase.
It improves the sales associate's confidence and level of customer service by having increased product knowledge.
The sales associate has encountered a difficult customer and cannot satisfy that customer's needs.
Where is the BEST place to look for vendor-supplied information on a product?
Trade Magazine
Library
Internet
Newspaper
A health insurance call center associate receives a call from a customer who seems upset. The customer reports having called many times about a claim, and it is still not settled. The customer speaks loudly and becomes more upset by the minute. Which of these should the representative say FIRST?
Let me look up your policy. What is your policy number?
I'm sorry. It must be very frustrating that this is not resolved yet.
I'd like to help you, but I can't understand you while you are yelling.
I'm sorry. We have a lot of new trainees and they don't always know the answers.
You are completing a sale in the store and another customer calls on the phone. What should you do?
Answer the phone and continue to help the customer at the store at the same time.
Put the call on hold, excuse yourself, and go find another associate to handle the call.
Excuse yourself, answer the phone, and ask if you can call the customer back.
Excuse yourself, answer the phone, and quickly assist the caller.
A customer comes into the store needing to buy a gift for a friend's wedding. According to the gift registry all of the gifts are NOT in the customer's price range. What is the best suggestion to give the customer?
Suggest the customer spend more than they were planning since it is for a friend.
Suggest a gift card in the amount the customer was planning to spend.
Suggest an item to your customer that you would like to get as a gift.
Suggest the customer ask his friend if they are registered at any other stores.
A customer is shopping for golf shoes at a local golf store. The customer asks the associate if the shoes are waterproof. The shoes are NOT waterproof. What should the associate add in response to the customer's question?
I have had several pairs of golf shoes myself, and they have held up great in bad weather.
We do sell a great water repellant spray. Would you like me to add it to your order?
Would you like to purchase some extra golf balls?
The manufacturer stands by the quality of the shoes, and they are well made.
A customer calls the customer service help center to report that the ATM charges on his account are incorrect. During the discussion the center's computer shuts down during the conversation. You are the help center associate, what do you do?
Suggest that the customer use their online banking.
Put the customer on hold and hope the computer comes back on line.
Offer to call the customer back when the computer comes back on.
Tell the customer to try calling back in about an hour.
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?
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?
Match features of the desired product with an alternative selection.
Offer the customer a discount on another brand.
Refer the customer to another store.
Steer the customer to items that are currently on sale.
A customer is shopping for a pink mixer she saw on the set of a popular celebrity TV chef show. Your store does not have one in the store. Which of the following should you do first?
Show the customer other new appliances and cookware from the celebrity's chef line.
Determine what features are most attractive to the customer and point out other mixers with those features.
Ask the customer how she is planning to use the mixer.
Show the customer the item, point out the features, and state the price.
A customer tells the sales rep she wants to buy a sweater as a gift. What should the REP do FIRST?
Invite the customer to look around.
Point out the sweaters that are on sale.
Ask about the friend's preference and size.
Give the customer price info.
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?
Call the manager over to answer the question.
Check the care label in the sweater and advise the customer.
Ask another sales associate if he or she knows the care instructions.
Assume it is the same as the other sweaters and give those instructions.
A husband is looking for a birthday gift for his wife. He knows that she wants a pair of gold earrings that your store carries but they are no longer in stock. What is the MOST appropriate next step to serve the customer?
Tell him that you think they are available online and he should purchase them there.
Attempt to try and locate them online or at another store.
Ask him to give his wife call and see if she would like a bracelet instead.
Explain that the item is out of stock and offer him a discount if he buys something else.
A sales associate who is loading a chair into a customer's car scratches the chair leg. What should the associate do?
Acknowledge the mark, take the item back to the store, and exchange it for a new one.
Suggest that the customer return to the store to receive a discount on the item.
Acknowledge the scratch mark and tell the customer that it is not noticeable.
Thank the customer for the purchase and go back to the store.
Which is the MOST important reason for a sales associate to know and consistently follow company guidelines when addressing company complaints?
to make customers feel that they have been treated fairly.
To give customers reason to think the store is managed well.
To ensure that the customers have a consistent experience no matter whom they work with.
To ensure that the sales team has learned from mistakes.
Excuse yourself politely and answer the phone, calling the customer back if necessary.
a. Ignore the call and continue with your conversation.
b. Answer the call without any explanation.
c. Excuse yourself politely and answer the phone, calling the customer back if necessary.
d. Ask the person you are talking to to wait while you answer the call.
It allows them to better refine or address product recommendations.
It improves customer satisfaction
It increases sales
It enhances user experience
It allows them to better refine or address product recommendations
During the annual-after Thanksgiving sale, an employee notices that a customer in a wheelchair cannot get through the aisle. The store is crowded and full of tables and racks. What should the employee do FIRST?
Alert the manager to the problem.
Recommend shopping on line.
Move the merchandise.
Offer help to the customer.
Provide quality service to all in attendance.
Ensure all attendees are satisfied.
Offer refreshments during the event.
Provide quality service to all in attendance.
Follow up with attendees after the event. flow after the event
As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the BEST course of action?
Continue what you were doing.
Ask the customer if you need help.
Stop, greet your teammate, and ask if you can be service.
Let your fellow associate know that you will get a manager.
A sales associate is responsible for answering the phone and taking orders at the pizza store. It is lunchtime and all other employees are busy helping customers. The phone rings while the sales associate is taking payment from a customer. Which is the BEST way for the associate to answer the call?
Say "The pizza store. May I put you on hold?"
Say "Good afternoon. May I put you on hold?"
Say "Hold please." Then get back to the customer as quickly as possible.
Say "Thank you for calling the Pizza Store." Then place the customer on hold and get back to the phone as quickly as possible.
What is the BEST way to serve a customer who is shopping with a group of friends?
Isolate the customer from the group so you can concentrate on his or her needs
Talk directly to the customer and avoid conversation with others.
Provide quality service to all in attendance.
Try to talk the friends into making purchases as well.
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 sure of the store policy. What should she do?
Refer the customer to the manager.
Tell the customer it is against company policy.
Ask a fellow associate to confirm the policy.
Process the check as a cash transaction and ask the manager later.
Which of the following statements about warranties and customer service is TRUE?
The associate is usually the first point of contact when a customer is not satisfied with a purchase.
The product warranties need not be available until after the sale has been finalized.
Warranties have no place in a sale when commission is part of the pay structure.
Associates are not responsible for understanding warranties and how to process claims.
A new line of silk scarves has arrived in your store. The scarves have intricate clasps and there are multiple ways to tie. What should the sales associate do before demonstrating the scarves to customers?
Try out the multiple ways to tie the scarves so she can better show customers how to wear them.
Safely unpack the merchandise to minimize damage from handling before putting on display.
Photocopy an illustration to show the different styles for wearing.
Check for an inspection sticker on either the merchandise or package to ensure the clasps work properly.
An associate sees a customer put a shirt in a shopping bag without paying for it. Which of the following should the associate do?
Ask another associate for help.
Follow the customer
Confront the customer
Notify management or security.
A sales associate sees a customer looking for a dress and tells her that it is very popular this season. The customer agrees and begins looking through the size tags. What should the sales associate say?
How much are you planning to spend?
Would you like to purchase any accessories with that dress?
We're almost sold out. I have sizes 10 and 12 left. What size would you like to try?
Would you like me to bring one to the fitting room for you to try on? What size would you like?
A customer enters a store to return a digital camera and starts off by explaining, "It sure wasn't as user-friendly as I was told." What action taken by the sales associate is MOST likely to save the sale and to ensure the customer is satisfied?
Explain the importance of satisfying the customer and then review the company's policy on returns.
Ask questions to better understand the customer's problems and then suggest a product that meets the customer's needs.
Request the product receipt and then talk to a supervisor about the right solution for the customer.
Give the customer a refund for the camera and then offer to show the customer more user-friendly digital cameras.
A customer has tried on a business suit and really likes the style and color. However, the pants are too long. Which response is the BEST way for the sales associate to encourage the customer to use the store's alteration services?
Are those the shoes you would wear with the suit? The shoe department is having a sale this week. You may want to try a higher heel.
How are you with a needle and thread? If you don't sew, we do offer alterations for a small fee.
That suit sure looks nice on you. Are you aware that we offer free hemming on all our slacks? It only takes a couple of days.
That's a great suit! You may want to have it laundered and then see if the slacks are still too long. We do have a tailor on staff.
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 store can agree to
A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00 am and noon. At 1:00 pm, the customer reports that the sofa has not been delivered and she must leave the house. How should the customer service associate respond?
Tell the customer that she should have called earlier so the associate could deal with the problem.
Apologize and arrange to deliver the sofa at the next convenient time for the customer.
Tell the customer to call the delivery department to reschedule delivery.
Explain to the customer that deliveries often run behind schedule.
A sales associate from the clothing department is passing by the electronics department and is stopped by a customer who asks about return policies for televisions. The associate has not been trained on the electronics department policies. What is the BEST way for the associate to respond to the customer's question?
Enter the product area with the customer and locate a sales associate who can answer the question and assist the customer.
Politely say "I'm sorry but I do not know" and apologize for the inconvenience.
Refer the customer to the customer service desk to obtain general returns and exchanges policy information.
Walk the customer to the customer service desk and find a specialist who can locate and discuss the specific policy.
Once the customer has expressed interest in a product, how should the sales associate FIRST present the product?
Describe other customers who bought this product.
Describe the product’s strongest features and benefits.
Explain manufacturer warranties are store guarantees.
Explain the available or layaway options.
What is the MOST important reason to inform customers about returns, service plans, product warranties, and guarantees?
If the customers are not told about these policies and options, they often return to the store upset when something goes wrong. It is required by law that customers are informed about product warranties, return policies, and guarantees.
Customers deserve to have all the information they need in order to make the best decision about their purchase.
Return policies and warranties are put in place to protect the store from fraud.
What is the purpose of training assessments or evaluations during or after scheduled course time?
To help managers identify high potential employees who are most suited to learning about sales and service and are more likely to be promoted.
To help managers match employees to the departments or products they are most interested in selling, creating better customer service.
To help determine whether employees have mastered the information provided during training or additional training
To help determine which employees are less likely to practice new skills and knowledge that helps to reinforce the concepts and information
Which procedure should a sales associate follow when dealing with a difficult customer?
Press the customer to decide
Speak and act very quickly.
Remain calm and courteous.
Try to control the conversation.
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?
Review the online class again.
Ask a friend who has a similar MP3 player.
Check the internet when the sales associate goes home.
Plug the display unit in and time how long it takes to charge.
A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When she returns to pick up the pants, the legs are too short. The customer tells the associate, "This will never do. I can't wear them like this. You have to change the hem." 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 a 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.
An associate has read the following safety information in a product manual. A customer comes in to buy the product and says that it is a gift for a grandchild. What should the associate do FIRST?
Ask the customer the age of the grandchild.
Sell the product to the customer.
Give the product information to the customer to read.
Try to interest the customer in the carrying case for the product.
What is the BEST way for a sales associate to inform customers of the store's frequent shopper program?
Tell customers about it during the sales transaction.
Explain the program upon customer inquiry.
Call potential customers to inform them of the program.
Call potential customers to inform them of the program and to offer to get them started earning.
A customer asks a sales associate to help him pick out curtains for his apartment. They find the perfect color and fabric, but his windows are not a standard size. There is a customary drapery department in the store. What is the sales associate's BEST response?
I can make an appointment with our custom drapery department if you like.
We have an in-house drapery department. You might want to check with them.
Since your windows are not standard size, you should try another store that carries a wider selection.
For non-standard window sizes, blinds work best. Let me show you the selection.
Three customers enter the store together. A sales associate saw them earlier in the week, but none of them made a purchase. The sales associate would like to assure they are not shoplifting. Which of the following is the BEST approach for the sales associate to take in this situation?
Kindly ask them to leave the store
Greet them and offer to help find what they are looking for.
Immediately call the police and keep an eye on them while they are in the store.
Contact a supervisor or loss prevention while avoiding direct contact with the customers.
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.
Attempt to try and locate them online or at another store.
Try out the multiple ways to tie the scarves so she can better show customers how to wear them.
Attempt to try and locate them online or at another store.
Test the customer's computer and determine whether there is a problem with the feature.
Attempt to try and locate them online or at another store.
Try out the multiple ways to tie the scarves so she can better show customers how to wear them.
Try out the multiple ways to tie the scarves so she can better show customers how to wear them.
Test the customer's computer and determine whether there is a problem with the feature.
Attempt to try and locate them online or at another store.
Try out the multiple ways to tie the scarves so she can better show customers how to wear them.
A representative from a popular cosmetics company is coming in to demonstrate makeup applications. The sales associate attends the demonstration and becomes familiar with how to use them. Why should the sales associate attend this demonstration again?
To learn how to increase sales of slow moving products.
Explain the qualifications to be a preferred customer and how to receive free gifts.
To position oneself for a possible career development.
To be better able to answer customers' questions about the product.
To become aware of upcoming sales or in store promotions
A sales associate completes an online training class for a store's new MP3 player, but she cannot remember how long it takes to charge the player. What should the sales associate do?
Check the internet when the associate goes home.
Plug the display unit in and time how long it takes to charge
Review the online class again
Enter the product area with the customer, and locate a sales associate who can answer the question and assist the customer.
