A customer is reading the menu and has a confused look on his face. The server asks if everything is ok and he discovers that the customer is allergic to nuts. To make sure the customer does not have an allergic reaction, what should the server do?

Offer to show the customer food labels from any questionable menu item

Ask the customer to describe what happens when he accidentally eats nuts so the server knows when to call for help

Bring the customer back into the kitchen to talk to the chef about recipes

Find out if the customer has ever eaten at the restaurant before

A customer decided 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?

Explain to the customer the features of more than one television and the costs of each

Direct the customer to the show room to choose a television

Ask another associate to help the customer decide which television best fits her needs

Demonstrate a television that pays a high commission for the associate

A customer enters the store carrying a shopping list. Which of the following is the BEST dialogue to help gather information for the customers needs?

“Do you need help finding anything on your shopping list?”

“Are you having trouble finding anything on your shopping list?”

“Wow, you have a lot to buy today!”

“I see you have a long shopping list. What can I help you find?”

A customer seems to be browsing through your department. What would be the BEST approach to this customer?

Welcome him and offer to serve him whenever he is ready

Leave the customer to his shopping as he seems to be doing fine on his own

Greet him and point him towards sale merchandise

Acknowledge him and show him the new items that just arrived in the store

A customer approaches you at the customer service desk in a department store and complains about the quality of a product she purchased a week ago. After the customer finishes explaining the problem, what should the customer service associate do FIRST?

Apologize to the customer and let her know that you are sorry she has been inconvenienced

Make promises of how you are going to fix the product and then follow through

Offer a discount on the customers next purchase to try to make the customer feel better

Call a supervisor so that the customer does not start to yell in front of other customers

When trying to reach a solution to a customer’s problem, what is the FIRST thing you should do?

Listen and gather more information about the product

Take responsibility for the problem

Thank the customer for bringing the problem to your attention

Which of the following is the BEST method to use when trying to determine a customer’s price considerations for making a purchase?

Ask the customer how much he is looking to spend and only show the customer items in that price range

Start with the most expensive items and work your way down as necessary

Ask questions about the quality he is interested in and his reasons for purchasing

Judge the customer’s budget based on the other items in his shopping cart

A customer calls her cell phone company and says “I’m traveling for work, and I’m having problems accessing my voicemail.” What is the FIRST thing the customer service associate should do?

Ask the customer her name and account information so you can access her account

Ask the customer if you can put her on hold while you check on the issue

Tell the customer that you will need to transfer her to another department in order to fix her voicemail

Tell the customer that if she is way from home, she probably cannot access her voicemail

A customer comes into a furniture store with a piece of fabric. She sees an associate in the sofa department and tells him she wants a chair to match the sofa in her living room. What should the associate do?

Escort her to the area where the chairs are and ask open-ended questions to clarify her needs

Ask an associate who knows more about the choices of fabric to help the customer

Tell her it will be difficult to match fabric because it appears to be several years old

Tell her where the chairs are located and inform her about the wide variety of options available

You are currently helping a customer in a department store. A customer calls asking for warranty information on the high definition TV she just purchased. You do not work in the electronics department. How would you handle this request?

Explain to the customer that the call was routed to the wrong department and connect her with an associate in the electronics department

Recommend that she visits the company web site and look up the warranty information

Take a message and tell her that you will have the manager from the electronics department call her back

Tell her you are handling another customer, provide her the correct number of the electronics department, and ask her to call back

A customer walks into the store you are working and begins to tell you about all the items he needs. How can you BEST make sure that you have understood his requirements?

Write down a list of his items and then ask any necessary questions to clarify his needs

Try to remember everything he says and then go and get what you think he needs

Ask him to slow down and fully explain what it is he wants

Interrupt him so that you can go and get the first item he asked for

When customers state objections to your selling suggestions, which of the following are they doing?

trying to narrow down and better understand their choices

confirming that they do not know what they want

telling you that you are not listening

giving you an opportunity to overcome their objections

From the following options, when is the BEST time to get a manager involved with your customer?

When you have not been able to resolve a problem on your own

if a line is forming and you are due to go on break

When you need help convincing a customer not to make a return

If the customer approaches the counter and looks angry

It is a busy Saturday and there is a line of customers at the counter. Several associates are at lunch, leaving the store short staffed. You are at the cash register ringing up a sale and you look up to notice a customer enter the store and appear to be looking around for assistance. Which of the following should you do?

Briefly excuse yourself from your customer, and offer a greeting to acknowledge the customer’s presence

Apologize to the new customer for being to busy and ask her to come back in half an hour

Call to the back of the store and see if any other associates can come help you reduce the line of customers

Let the customer at the counter know there are several associates taking lunch break at the moment

You have an extremely upset customer who wants to return an expensive piece of clothing. To help you BEST resolve this situation, you should do which of the following?

Call a manager because they are better trained to handle situations like this

Do not let the customer make a scene in the department and get other customers upset

Apologize to the customer because you know people tend to overreact when problems arise

Know the company policy for returns and put yourself in the customers shoes

You are a beauty advisor in your store. Your manager tells you that you need to increase the sales in your department in order to make budget. You have decided to create a sample table that displays various cosmetics, lotions and perfumes. What is the FIRST thing you should do?

Look for purchase patterns of the customers and anticipate their needs

Map out your area in the store where you think the sample table must be placed

Make sure that you have enough signs and decorations for the sample table

Make sure that the sample table is clean and in good working order

At the end of the summer season, a store advertises special on air conditioners. A customer comes in specifically for the air conditioner sale and learns that the last one was sold. What should the sales associate do?

Ask the customer about her needs and recommend another unit that fits her budget

Take her name and phone number in case an air conditioner is returned

Tell her to come back in three weeks when the air conditioner will be in stock at the regular price

Offer to check with another store that offers the air conditioner at a comparable price

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