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WorksheetsCustomer Service & Sales Practice Test
Total questions: 50
Worksheet time: 50mins
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?
Ask the customer if the suitcase was overstuffed because extreme pressure on the wheels may have caused the problem. Offer to show the customer a more durable line of suitcases.
Ask the customer what you can 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.
Ask the customer what caused the wheels to stop working properly, and determine if the malfunction was the customer's fault or a product defect. Then follow company policy.
Let the customer know that the malfunction appears to be a defect which the store is unequipped to fix. Provide the customer the manufacturer's contact information.
Which answer BEST describes when a sales associate knows all of the information needed to successfully sell a product in a store?
The sales associate can show a customer how to assemble or use a product without reading the instructions.
The sales associate has completed all of the training courses assigned by the manager or corporate office.
The sales associate can discuss the product with other sales associates on the team and show them how it works.
The sales associate can confidently and intelligently answer all of the customer's questions about a product and solve routine problems with the product.
Which of the following methods demonstrates the BEST way to avoid the loss of a sale based on the customers cost constraints?
Continue speaking about the product's benefits until the customer consents to purchasing everything offered.
Do not mention the total cost until the end of the sale in order to keep the customer focused on benefits.
Keep the customer's budget in mind by offering only what is needed, and suggest other items for future consideration.
Review the customer's needs and explain why all accessories and services should be purchased at the same time.
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.
Point out that this particular video game player had had many complaints.
Put the customer at ease by saying 'I know how it is when a child is sick.'
Pauline has reserved a non-smoking room, and she is upset because her room has a strong tobacco odor. She tells the front desk clerk that she wants another room. It is 11:00 p.m. and the only rooms available are other smoking rooms and an expensive non-smoking suite. What should the clerk offer Pauline?
The expensive suite at the regular room price
A spray that will eliminate the odor in the room
Another smoking room where the odor is not so strong
A discount on the guest's next stay at the hotel
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?
Apologize and offer to work out a regular delivery schedule with the manager.
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.
Tell the manager that the usual delivery person has been on vacation and they were short staffed.
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.
Call the manager to see if he or she can handle the problem alone.
Direct the customer to the shipping/receiving department.
What is the BEST way for a sales associate to become familiar with a store's products and services?
Attend all company and vendor-provided trainings.
Partner with another sales associate and ask questions.
Study advertising flyers to acquire product information.
Spend time on the sales floor with associates and ask questions.
Which of the following open-ended questions will BEST help a sales associate determine what kind of television is appropriate for a customer looking to purchase a new one?
Are you replacing your current television?
Do you prefer a specific brand of televisions?
What are the dimensions of your living room?
What did you like or dislike about your last television?
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. Which of the following is the associate's BEST response?
"Yes, the offer you saw is on 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?"
"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."
"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."
"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 won't get the discount. Customers have been making that mistake all day."
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?"
"With so many elegant options, it can be really hard deciding which necklace to buy. How much are you looking to spend?"
"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?"
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
