A couple is returning a serving platter they received as a wedding gift. They have a receipt for the item but your store manager is trying to reduce the number of cash refunds given on returned items. Which of the following is the associate’s BEST option for handling this return?

You are a counter associate at Art’s Pizza. A customer comes in with his heart set on a calzone. Your boss did not make calzones today but you remember seeing on your way to work that Brother’s Three Pizza was advertising calzones. Which of the following is the BEST thing to do?

You are on duty stocking shelves with a fellow associate, and a customer is having difficulty locating a specific product that is located in another department. Which of the following is the BEST action to take?

A mother purchased a new softball bat for her daughter who is playing softball for the first time. The bat that the sales associate recommended was too heavy. The mother is now returning the bat. What is the BEST course of action for the customer service representative?

A customer calls a store and asks whether an item is in stock. The associate finds the item and offers to ship the merchandise to the customer. The associate arranges for 3-day delivery of the item. Which of the following would be MOST appropriate for the associate to do 5 days after the sale is made?

A customer is leaving the next day for a trip to a foreign country and is busy shopping in your store for some last minute travel items. The customer is in need of a special adapter so that she can plug her hair dryer and computer during her trip but she cannot seem to find it. You offer to help look and discover it is out of stock. Yesterday you overheard the manager make a special order and ship the item overnight to a customer. What would be the BEST way to proceed with this customer?

A customer comes into your store needing to buy a gift for a friend’s wedding. According to the gift registry, all of the items that were within the customer’s price range have already been purchased. What is the BEST suggestion you can give the customer?

A customer who is hosting a birthday party at your hotel approaches you to ask what has happened to the birthday cake she ordered from the local bakery as it has yet to arrive. What is the BEST was to handle her situation?

A customer that you have seen in the store a lot wants to refund a digital camera that he says is not working properly. The warranty on the product has expired and he is not eligible for a refund or exchange. You recall hearing that some exceptions have been made, as there have been multiple complains about the product. What should you do?

Which of the following is the BEST recommendation to ensure continued customer satisfaction on expensive purchases?

A customer request form includes the name, phone number, product request and customer correspondnece related to a product order. Which of the following statements BEST describes the purpose of keeping this type of customer request form?

Your store ran an ad in the local newspaper stating that men’s shirts will be reduced 30% from Friday through Sunday only. A customer comes in on Monday morning with a copy of the ad and tells you that he spoke to someone who told him Monday would be okay to redeem the discount. What should you tell the customer?

Your department ran a promotion on a value priced paper shredder last week, during which you sold 20 units. One of your customers came in the store today to return the shredder claiming it jams constantly. You convince the customer to exchange the shredder for a different model. You have learned from fellow associates that they are experiencing the same problems with the shredders. What should you do for your other 19 customers who bought the product?

A customer comes in and wants to exchange brown socks for black ones. The associate explains to her customer that she has to put it through the register. What is the MAIN reason for this?

What is the BEST reason for a sales associate to suggest additional merchandise?

A customer purchased the latest cell phone from you two weeks ago. You have heard from technical support that some of the phones have had problems. Which of the following would be the BEST method to follow up with your customer and let him know about the problem?

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. Once you realize that you no longer have that item in stock what is the MOST appropriate next step in serving the customer?

Which of the following is the most effective technique of repeat sales when providing service to a new customer?

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 11:00pm and the only rooms available are other smoking rooms and an expensive non-smoking suite. What should the clerk offer Pauline?

A customer calls your luggage store in a panic and tells you that the zipper on his suitcase is no longer working. The customer is leaving in three days for a trip to Europe. He has found a suitcase on your company’s website that he would like to purchase. You do not have the particular suitcase in stock at your store but you can order it for the customer. Which of the following should you do?

You are ringing up a customer’s order when the customer realizes that the price on one of the products is rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check and see if there is a sale sign, and find that there is an old expired sale sign in front of the product. Which of the following is the MOST appropriate course of action?

An associate has just spent an hour working with a customer who is shopping for a party she is having this weekend. The customer realizes one of the last items in her cart damaged. The employee offers to try to order a replacement for the damaged item and have it shipped to the customer in time for the party. The employee takes the customers information and the customer leaves with her purchases. The associate is due to leave for the day and his supervisor has strict rules about overtime. What should the employee do about the special order?

What is the main purpose for keeping client records?

A customer just purchased a new mountain bike. You explain to the customer that proper maintenance of the bike is important for safety and longevity of the bike. You also tell him that your store offers a free sic month tune up on all bikes sold. To BEST serve the customer, which of the following should you do?

A customer is shopping for a pink mixer she saw on the set of a popular celebrity TV chef show. Your store carries the item, and it is the most expensive item in your store. Which of the following should you do first?

A customer has just purchased a box of magic tricks as a birthday gift for a friend’s son. While the associate at the toy store is wrapping the gift, the customer mentions that she is a bit concerned. She thinks the child may have trouble learning how to perform the magic tricks because he is just learning how to read and the instruction manual may be difficult. What would be the associate’s BEST reply?

A furniture tag reads "This merchandise has been double-checked for quality. It is perfect. Thanks for shopping with us!" Which of the following options is the FIRST thing delivery personnel should do if they suspect that an item might have been scratched during delivery?

A customer places a special order for floor tile with your company and was told his order would be ready in a week. Two weeks have gone by and the customer calls asking about his order? Which of the following should you do?