Customer Service Additional Questions
Quiz by Allison Esack
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- Q1
Which of the following is the best method to use when trying to determine a customer’s price considerations for making a purchase?
Judge the customer’s budget based on the other items in his shopping cart
Ask questions about the quality the customer is interested in and the reasons for purchasing
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
30s - Q2
A sales associate at a nursery is working with a couple to choose plants for their home. The couple want to pay by check. It is store policy to verify ID when paying accepting a check. The couple asks the associate to accept the check without ID. What should the associate say?
I could get fired for taking a check without ID. Do you have another form of payment?
I’m sorry but I can’t process your purchase without ID.
I’ll make an exception this time but next time bring some ID.
We can hold your items while you get your ID or you may pay by credit card.
30s - Q3
A wedding coordinator unable to meet tight deadlines has lost several potential clients. Which of the following can the coordinator do to help prevent this loss of business in the future?
Gather information about competitors to identify ways to increase efficiency
Advertise in more local publications to attract more clients
Explain that the competitors have more dissatisfied customers
Persuade the next few clients to schedule their wedding date slightly later
30s - Q4
A customer is purchasing 150 bags of mulch. One bag of mulch weighs 28 pounds. The customer’s truck is rated to carry 4000 pounds and he is concerned that the truck will not be able to handle the weight. The customer would like to bring everything home in one trip. What should the sales associate recommend?
Suggest a delivery through the store’s delivery service
Suggest making two trips to the customer
Suggest purchasing a trailer to the customer
Gather as much help as necessary to load all 150 bags quickly
30s - Q5
Where is the best place to look for vendor supplied information on a product?
Internet
Newspaper
Trade magazine
Library
30s - Q6
An associate has read the following safety information in a product manual: "Do not use near water. Not suitable for use by children under the age of 10. Do not operate for more than 30 minutes. Always unplug immediately after use." A customer comes in to buy the product and says it is a gift for a grandchild. What should the associate do FIRST?
Give the product information to the customer to read
Ask the customer the age of the grandchild
Try to interest the customer in a carrying case for the product
Sell the product to the customer
30s - Q7
George explains that he can no longer see his computer monitor because he has developed poor eye-sight. He would like to buy a new monitor. What should the sales associate do?
Demonstrate the features of monitors that may be suitable
Ask George how and when the problem with poor eye-sight developed
Lead George by the arm to the computer monitor area
Suggest that George consult an eye care specialist before buying a new monitor
30s - Q8
A sales associate notices a customer that is holding and comparing similar sweaters. What is the best way for the sales associate to approach the customer?
Hi! We don’t have much left of our sweater selection now that our clearance sale is almost over. Do you need help choosing one or do you want to take them both?
Hi! I see that you are considering those similar sweaters. Personally, I like the one on the left better because it has a slimmer fit and I prefer that kind of style. What do you think?
Hi! I noticed you looking at some great sweaters. Do you know that both of those sweaters are part of the clearance sale? I can’t wait for the new spring merchandise to arrive next week.
Hi! It looks like you are in the market for a sweater. These 2 look similar but they are made from very different fabrics and the care instructions vary. Which fabric do you prefer?
30s - Q9
A sales associate is restocking displays in front of a store when a customer approaches and asks if the associate would 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 management
Show a genuine concern for the customer’s feelings and the complaint, open a register and take the next customer in line
Acknowledge the customer, explain that a manager will be contacted and continue restocking until a manager arrives
30s - Q10
Once the customer has expressed interest in a product, how should the sales associate FIRST present that product?
Explain manufacturer warranties and store guarantees
Describe other customers who bought this product
Describe the product's strongest features and benefits
Explain the available delivery or layaway options
30s - Q11
What is the MOST important reason to inform customers about returns, service plans, product warrantees, and guarantees?
If customers are not told about these policies and options, they often return to the store upset when something goes wrong
Return policies and warrantees are put in place to protect the store from fraud, so customers must be informed about them
Customers deserve to have all the information they need in order to make the best decision about their purchase
It is required by law that customers are informed about product warrantees, return policies and service plans
30s - Q12
Which of the following methods is the best way to resolve a customer complaint?
Figure out how to make the customer happy before he/she gets angry and the store loses the customer’s business
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
30s - Q13
A customer buys an oven. After the oven is installed, the customer calls the store and complains about a problem with the oven. The associate should FIRST do what?
Put the customer on hold and refer to the store return policy
Transfer the call to a more senior associate
Apologize and ask for more information about the problem
Offer to have a new oven installed at no charge
30s - Q14
Three customers enter a store together. A sales associate saw them earlier in the week, but none made a purchase. The sales associate would like to ensure they are not shoplifting. Which of the following is the best approach for the sales associate to take in the situation?
Immediately call the police and keep an eye on them while they are in the store
Contact a supervisor or contact loss prevention while avoiding direct contact with the customers
Kindly ask them to leave the store
Greet them and offer to help them find what they are looking for
30s - Q15
A customer who is allergic to nuts is trying to order something safe to eat at a restaurant. To make sure the customer does not have an allergic reaction, what should the server do?
Point our items on the menu that other customers with similar allergies have ordered
Offer to show the customer the list of ingredients for any questionable menu items
Ask if the customer has eaten at the restaurant before
Ask the customer what foods he/she normally eats
30s