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Questions on customer care in a department store

Quiz by Aine

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10 questions
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  • Q1
    What is the best way to greet a customer walking into a department store?
    Tell them to wait their turn.
    Welcome them warmly and ask if they need any assistance.
    Ignore them and continue with your work.
    Ask them to leave the store immediately.
    30s
  • Q2
    What is the best way to handle a customer who wants to return an item?
    Agree to the return but without a refund.
    Make the customer feel bad for returning the item.
    Ask for their receipt and process the return according to store policy.
    Refuse to accept the return.
    30s
  • Q3
    What should a customer care representative do if they cannot solve a customer's problem?
    Lie to the customer to resolve the problem.
    Ignore the customer's problem.
    Seek assistance from a supervisor or manager.
    Tell the customer to leave the store.
    30s
  • Q4
    What should a customer care representative do if a customer asks for a product that is out of stock?
    Suggest a completely unrelated product.
    Ignore the customer and walk away.
    Tell the customer that the store is not responsible for inventory.
    Offer to check if the product is available at another store or online.
    30s
  • Q5
    What should you do if a customer becomes ill or faints while shopping?
    Ignore the situation and continue with your work.
    Immediately call for medical assistance and provide any necessary aid.
    Tell other customers to stay away from the area.
    Panic and become nervous.
    30s
  • Q6
    What should a customer care representative do if a customer is experiencing a long wait time?
    Blame the customer for arriving during a busy time.
    Tell the customer to come back later.
    Ignore the customer and continue with your work.
    Apologize for the wait and offer an explanation or alternative solutions.
    30s
  • Q7
    What should a customer care representative do if a customer asks for a discount?
    Agree to the discount but charge the customer more.
    Refuse to discuss discounts and walk away.
    Make the customer feel bad for asking for a discount.
    Explain the store's pricing policy and offer any available promotions or discounts.
    30s
  • Q8
    What should a customer care representative do if a customer complains about a rude employee?
    Ignore the customer's complaint and continue with your work.
    Apologize for the employee's behavior and offer a resolution to the problem.
    Blame the customer for misinterpreting the situation.
    Praise the rude employee for their behavior.
    30s
  • Q9
    What should a customer care representative do when a customer is angry?
    Argue back with the customer.
    Walk away from the customer.
    Laugh at the customer's anger.
    Remain calm and empathetic.
    30s
  • Q10
    What should a customer care representative do if a customer asks for a product that the store doesn't carry?
    Tell the customer to go to a competitor's store.
    Agree to stock the product without any intention of doing so.
    Apologize for not carrying the product and offer any alternative suggestions or solutions.
    Call security and have the customer removed.
    30s

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