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WorksheetsCustomer Service & Sales Practice Exam Questions
Total questions: 75
Worksheet time: 38mins
A sales associate in a garden center is ringing up a customer who is buying several house plants. How can the sales associate BEST inform the customer about related products?
Point the customer to the display areas that carry plant accessories.
Ask the manager to bring items to the checkout area so the customer can see them.
Hand the customer a leaflet that lists all of the plant accessories that your store sells.
Ask the customer questions to understand their needs and suggest helpful items.
A customer is comparing two electronic devices and asks about the differences in features. What should the sales associate do?
Explain the key differences and help the customer choose based on their needs.
Recommend the more expensive option.
Read the product packaging aloud.
Tell the customer to look it up online.
A customer likes a specific sofa but wants to have it made in a different fabric. What is the FIRST thing the associate should do?
Apologize for the limited selection.
Check to see if the sofa can be special ordered in a different fabric.
Ask why the customer does not like the fabric currently on the sofa.
Suggest another style of sofa that is available in the fabric the customer wants.
While demonstrating a new blender, a sales associate showcases the product's ability to make smoothies using a specific setting. What product feature does the setting show?
Size.
Brand.
Function.
Composition.
A customer wants a style of women's jeans that is out of stock in her desired color. What is the associate's BEST response?
You should get the jeans that fit regardless of the color.
Check back with us. We get shipments every week.
Would you like to have the jeans in the color you want shipped to you?
That style looks great on you. You should get another color and come back later for the one you want.
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 be better able to answer customers' questions.
To position oneself for a possible career advancement.
To learn how to increase sales of slow-moving products.
To become aware of upcoming sales or in-store promotions.
Which of the following is the BEST way to explain features and benefits of a product to a customer?
Display the product.
Talk about the product.
Show the product in action.
List the warranties and functions.
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?
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.
No one has ever returned one of these before. They are known for being durable.
Would you like to exchange the backpack for the same style or choose something different?
Why should a store allow a customer to return or exchange a purchased item, as long as the transaction is within the store's defined policy?
The store will attract more customers because of its return/exchange policy
Accepting returns or exchanges lowers the possibility of losing a dissatisfied customer.
It is less expensive to accept an exchange or return than to deny the customer that option.
The customer may become angry otherwise, and it is important to keep the customer calm.
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.
Purchase additional merchandise that will enhance the use of the product.
Delay the purchase of accessories until they are comfortable with the product.
Purchase products that are affordable and return to the store when they are ready to purchase accessories.
Which of the following approaches would be the MOST effective greeting for a sales associate to use when greeting a family entering a department store?
Ask the customers "How may I help you?"
Ensure the entire shopping party is included in the greeting.
Comment on a likeable aspect of one of the customer's clothing.
Acknowledge the main customer, but wave and smile to all family members.
A customer wants to buy a digital camera but is concerned that it may be too complicated to upload pictures to her computer. What should the sales associate do?
Demonstrate and explain the steps to upload pictures.
Review the manufacturer's warranty to reinforce quality.
Mention that an easy-to-read instruction manual is included with the camera.
Inform her of the store's return policy in case she is not satisfied with her purchase.
An associate is reassigned from a small suburban work site to a bustling city work site. The new site has a different customer base and product line. How can the associate BEST prepare to make a smooth transition?
Accept that it will take time to adjust.
Meet with the new store manager and ask for guidance.
Talk with friends who are more experienced who currently work in the city.
Plan to use the same customer service techniques he has always found to be successful.
An associate sees a customer put a shirt in a shopping bag without paying for it. What should the associate do?
Confront the customer.
Ask another associate for help.
Notify management or security.
Follow the customer in the store.
What is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?
Encourage the feedback and think of the comments as free market research.
Ignore negative comments because unhappy customers often just like to complain.
Contact the customers with complaints and offer discounts on their next purchases.
Remove the complaints from social media sites so that other customers will not see them.
Once the customer has expressed interest in a product, how should the sales associate FIRST present that product?
Explain the available delivery or layaway options.
Describe other customers who bought this product.
Describe the product's strongest features and benefits.
Explain manufacturer warranties and store guarantees.
Why is it important that sales associates understand written materials and videos provided by the company, the manufacturer and the supplier?
To stay busy when customer traffic is low.
To be able to recite specifications and usability about a product to gain customer trust.
To demonstrate to the manager that the associate took the time to find out more information about a product.
To be able to clearly and accurately provide customers with answers to questions and recommendations about products.
A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks a new employee, who is still in training, some questions about the differences in the cheeses. The other deli associate is on a lunch break. What is the BEST way the associate can save the sale?
Explain to the customer that he is new, and apologize that he cannot be more helpful.
Try to suggest that the customer buy a different product that the associate knows more about.
Ask the customer to come back later when the other employee is back from lunch to make the best choice.
Offer the customer samples of the cheeses she is interested in, and express interest in her reactions.
A sales associate in the clothing department notices that a customer is waiting impatiently in the electronics department. Which is the BEST example of how the associate should approach the customer to offer help?
Hello. Which department were you looking for help in?
You seem a bit agitated. I'm sorry for any inconvenience. Can I help you?
Welcome to the store. If you haven't already been helped, I'm happy to do so. What brings you in today?
Hey there! I know waiting for help in a busy store can be frustrating. I'm free now, so what are you looking for?
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?
Persuade the customer to choose something else.
Offer an alternative item that will meet the customer's needs.
Suggest that the customer come back next week, when the item will be in stock.
Apologize for the inconvenience and offer to personally deliver the item once it is in stock.
A superstore bakery recently changed from baking products in the store to getting products delivered from the company's central baking plant. The bakery supervisor gives the associates a memo explaining the changes taking place. A customer asks a bakery associate why the changes are taking place. What should the associate do?
Ask the customer to fill out a card questioning the change.
Explain that it is not clear why the company made the change.
Use the information in the memo to answer the customer's question.
Check with the supervisor about the best way to handle the customer's question.
A customer is looking at televisions. What is the BEST question for the associate to ask the customer?
Is this for you, or is it a gift?
What features are important to you?
Are you looking for anything special?
May I show you some televisions that just arrived?
What are the correct steps for solving problems effectively?
Define the problem, identify solutions, choose a solution, take action.
Brainstorm ideas, poll co-workers on the best solution, implement the winning solution.
Research the problem on the internet, evaluate how others solved the problem, implement the most effective solution.
Identify the problem, list possible solutions, evaluate how long each solution would take, implement the fastest solution.
A sales associate who is loading a chair into a customer's car scratches the leg of the chair, leaving a mark. What should the associate do?
Apologize, thank the customer for the purchase, and go back into the store.
Acknowledge the scratch mark and tell the customer that it is not noticeable.
Suggest that the customer return to the store to receive a discount on the item.
Acknowledge the mark, take the item back to the store, and exchange it for a new one.
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.
Showing a customer a matching scarf and gloves when the customer purchases a winter coat.
Letting a customer know that there are a few out-of-season pajamas on the clearance rack when the customer purchases pajamas.
What is the MOST important reason to inform customers about returns, service plans, product warranties and guarantees?
It is required by law that customers are informed about product warranties, return policies and service plans.
Customers deserve to have all the information they need to make the best decision about their purchase.
Return policies and warranties are put in place to protect the store from fraud, so customers must be informed about them.
If customers are not told about these policies and options, they often return to the store upset when something goes wrong.
What question should sales associates ask themselves when studying competitors' products and services?
What is misleading about the competitors' prices or services?
Why would I buy my own company's product or service over a competitor's?
What can I tell customers about competitors that will make my company sound better?
How can I convince customers that competitors do not offer good customer service?
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 customer's account. What should the call center associate do?
Offer to call the customer back when the computer system is working.
Suggest that the customer use online banking instead of the call center.
Tell the customer to try calling in about an hour when the system may be working.
Put the customer on hold in hope that the computer system will be working soon.
A sales associate was asked to demonstrate several digital cameras to a family interested in purchasing one; however, during the demonstration many of the cameras did not work, and the associate lost the potential sale. What should the associate have done FIRST before demonstrating the cameras?
Read the camera manuals to solve potential problems.
Ensured all of the cameras had charged batteries and were in working order.
Reviewed methods of demonstrating the features with other sales associates.
Placed security locks on the cameras to discourage customers from trying them.
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.
What does "fulfillment" mean?
Customizing products in store.
Ordering products from distribution centers.
Making sure customers are satisfied with their purchases.
Pulling stock items for customers who bought them online and will pick them up.
What is the BEST way for a sales associate to inform customers of the store's frequent shopper program?
Post a sign near the checkout counter.
Explain the program upon customer inquiry.
Tell customers about it during the sales transaction.
Call potential customers to inform them of the program.
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.
With so many elegant options, it can be really hard deciding which necklace to buy. How much are you looking to spend?
Aren't these necklaces beautiful? They come in sterling or silver-plated. Sterling is a bit more expensive. Do you have a preference?
What is the FIRST step a sales associate should take if the store does not offer the product a customer wants?
Offer to special-order the item.
Suggest comparable alternatives.
Call the supervisor for assistance.
Refer the customer to a competitor.
A customer tries two popular fragrances, which both have similar scents and price points, but is unsure which fragrance to purchase. What should the sales associate do to help the customer decide?
Ask open-ended questions to acquire additional information.
Ask closed-ended questions to encourage the customer to talk.
Ask closed-ended questions to control the conversation and close the sale.
Ask open-ended questions to obtain yes or no responses that help narrow down the selection.
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?
Manually enter the code.
Have another associate do a price check.
Ask the customer to get another item off the shelf.
Ask the customer if she knows the price of the product.
When getting a massage at a spa, the receptionist states how long the treatment will be, how much it will cost and what products will be used. What are these details called?
Add-ons.
Benefits.
Features.
Hot buttons.
A customer tells a sales associate she wants to buy a sweater as a gift. What should the associate do FIRST?
Invite the customer to look around.
Give the customer price information.
Point out the sweaters that are on sale.
Ask about the friend's preferences and size.
What is the first step in the customer loyalty life cycle?
The customer has a want or need.
The customer considers different purchase options.
The customer likes or does not like their store or online experience.
The customer has a good customer service experience and purchases from the retailer again.
A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00 a.m. and noon. At 1:00 p.m., 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?
Explain to the customer that deliveries often run behind schedule.
Tell the customer to call the delivery department to reschedule delivery.
Explain that if the customer had called earlier the problem could have been prevented.
Apologize and arrange to deliver the sofa at the next convenient time for the customer.
Once a sales associate has helped a customer find a product to give as a gift and has overcome any objections, which of the following transition statements would be best to use to now close the sale?
Are you ready to buy this?
You are ready to check out now, right?
You've chosen an awesome gift! Would you like to have it wrapped?
Our store is closing in a few minutes. If you want to buy this, you will need to check out now.
A manager shows a new employee how to stock the shelves. The employee begins the task. The supplier comes in and tells the employee to do it differently. What should the associate do?
Clarify the task with the manager.
Finish the task as the supplier requested.
Ask another employee how it should be done.
Complete the task the way the manager explained it.
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?
Refer the customer to another store.
Offer the customer a discount on another brand.
Steer the customer to items that are currently on sale.
Match features of the desired product with an alternative selection.
What term describes a situation where a sales associate locates an out-of-stock item within the company and ships it directly to the customer?
Manufacturer.
Customer service.
Multichannel retailing.
Omnichannel retailing.
How does understanding what items are most likely to be stolen help retailers?
They can stop stocking frequently stolen items.
They can keep any item that is frequently stolen in the backroom.
They can price other items higher to make up for losses.
They can use security measures on frequently stolen items to deter theft.
Which form of nonverbal communication is appropriate to use when greeting a customer?
Pointing.
Nodding.
Smiling.
Winking.
What is a primary element of body language?
Face.
Shoes.
Clothes.
Accessories.
As a sales associate, what is the MOST important reason to understand the competition and be aware of their promotions?
To keep prices below the competition.
To focus on why your company is better.
To be prepared to answer customers' questions.
To position yourself for a promotion within the company.
An employee notices a potential safety hazard near a pallet of flammable materials on the loading dock. What should the employee do?
Run to get the supervisor.
Take immediate steps to safely address the hazard.
Ignore it because it doesn’t seem serious.
Investigate who caused it and report the incident to security.
If a customer enters the store to purchase a set of dinnerware, why is it considered good customer service for a sales associate to suggest additional products such as a tablecloth and napkins?
Tablecloths and napkins likely have a higher profit margin than the dinnerware.
All of these items work together to enhance the look and enjoyment of a dining table.
The customer might not know that a matching tablecloth and napkins are within budget.
These products will impress the customer's friends, which might lead to new customers.
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 to complain. How should the associate respond?
Apologize and send out another, larger bouquet at no charge.
Send the customer a coupon for a discount on a future purchase.
Apologize and offer to either refund the customer's money or send out another bouquet at no charge.
Apologize and say it is too bad that Valentine's Day is over since all of the Valentine's Day flowers have been sold.
What is the term for the number of items within a transaction?
Sales per hour.
Average sale total.
Units per transaction.
Total transaction amount.
An associate is responding to a customer's email about a back order. What should the associate's email style be?
Be informal and personal.
Follow business writing rules.
Include abbreviations to keep the message short.
Include creative elements to catch the customer's attention.
A store's telephone service center is busy. A customer has been on hold and is impatient when the customer service representative answers the phone to take the order. After apologizing, what should the customer service representative do?
Explain the reason for the delay.
Ask for the customer's order number.
Offer to discount the customer's order.
Ask how he or she can help the customer.
A customer has purchased monogrammed table linens, which are a special order and ship directly from the manufacturer. What information should the sales associate provide the customer to enable the customer to check on the status of the delivery?
The order number, the store's website address, and the manufacturer's website address.
The product's SKU number, a personal business card, and the delivery driver's contact information.
The order number, a copy of completed paperwork, and a contact phone number for delivery updates.
The product's SKU number, the shipping carrier's website address, and the shipping hotline number.
What is the goal of loss prevention?
Cut profit.
Reduce profit.
Preserve profit.
Decrease profit.
Which of the following would be the BEST way for sales associates to demonstrate the benefits of cosmetic products to their customers?
Provide small samples for customers to take home.
Personally use the products to develop a personal opinion about the product.
Convince the customer to buy the product based on how wonderful the product is in TV commercials.
Tell the customer that the product is the hottest selling product on the market and that supplies are limited.
What product display method would be BEST for a bulk discount store selling a new pizza to customers?
Illustration.
Taste test.
End of aisle.
Product comparison.
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?
Direct the customer to the show room to choose a television.
Demonstrate a television that pays a high commission to the associate.
Ask another associate to help the customer decide which television best fits her needs.
Explain to the customer the features of more than one television and the costs of each.
While showing a customer merchandise, the customer tells her friend that the prices in the store are very high. What is the BEST way for the associate to respond?
Suggest another store in the area that has lower prices, and tell the customer how to get there.
Ask the customer if she has ever shopped in your store before to determine if she can afford the merchandise.
Inform the customer that the store carries a range of price points and offer to show the customer around the store.
Agree with the customer and let her know the store is getting ready to have a sale and to check back next week for discounts.
Why is it important for sales associates to test or sample the products they will be selling?
Customers are likely to ask questions about the products.
Managers often administer tests on the products' features.
It helps associates appear engaged while on the sales floor.
Associates may want to purchase a product for themselves.
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?
Retail goods.
Branded items.
White-label brands.
Private-label products.
A toy store is running a promotion. Customers who spend more than $100 at the store will receive 10% off of the total purchase. A customer asks the associate what the total will be if the customer buys a $159.99 bicycle. Before tax, the customer's total would be approximately:
$129.
$139.
$144.
$150.
A sales associate was trained in a selected line for 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?
Talk to Housewares associates during the work shift in Juniors.
Talk to the Housewares supervisor and ask for help regarding product lines.
Visit other competitors' Housewares departments to learn about their product lines.
Gather information about a product when a customer requests the information.
When a service failure occurs, how can effective service recovery strategies enhance customer satisfaction?
Redesign the store's product displays.
Implement new promotional strategies.
Address the issue to offer appropriate solutions.
Enhance the training of all customer service staff.
A customer asks a sales associate to ship a gift overseas. The company does offer this service. What should the associate do FIRST?
Explain the delivery options and charges.
Tell the customer the shipping department's hours.
Tell the customer that shipping overseas is very expensive.
Describe the delivery conditions and who has responsibility for the gift's condition on arrival.
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.
Ask the manager to handle the situation so the customer feels like a priority regardless of the outcome.
Apologize to the customer that the merchandise didn't work out and refund the cost according to store policy.
Figure out how to make the customer happy before they get angry and the store loses the customer's business.
What should a sales associate say to a customer who has returned a product that he or she purchased last month?
Your refund is complete. You should be taken care of now.
I am sorry, these things happen. I understand why you are frustrated.
Your account has been credited. Is there anything else I can do for you?
I am glad to issue credit, but it is usually a user problem and not a product defect.
Which of the following is the BEST way to explain the features and benefits of an item to a customer?
Ask the customer to read the product labels and tags.
Share personal experiences about using the product and say that it works well.
Relate product features to the customer's needs in a "so that you can" statement.
Communicate technical specifications about the product such as weight and materials.
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 over the manager 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.
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 prove to the company their commitment to a career in retail.
To feel more confident performing role plays in front of coworkers.
To learn new skills and knowledge used to provide exceptional customer service.
A customer brings two snow tires to an automobile service center to have them put on his vehicle. The associate notices that the tires are badly worn. What should the associate do?
Put the snow tires on the vehicle as requested.
Tell the customer that two new snow tires are needed.
Point out the condition of the tires and explain the trade-in policy.
Get a second opinion from the manager before speaking with the customer.
A sales associate is helping one customer when another customer comes to the counter. What should the associate do?
Complete the current sale as quickly as possible.
Call another associate to help the new customer.
Acknowledge the new customer, but complete the current transaction.
Help the new customer before finishing the current customer's transaction.
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 gets angry and demands that the pants be fixed. How should the sales associate respond?
Agree to alter another pair of pants without acknowledging 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.
Apologize, Tell the customer they were marked correctly, so the tailor must have made the mistake.
What is the second step in the customer loyalty life cycle?
The customer has a want or need.
The customer has a good customer service experience and purchases from the retailer again.
The customer likes or does not like their store or online experience.
The customer considers different purchase options.
