4. A good reason for creating an opening for discussion is to:

B. Get to know what the customer wants

25. What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?

A. Read the labels and packaging information on the new product

22. Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?

A. We don’t carry that specific brand, but may I suggest …

83. Keeping records about customer preferences:

C. Can help you provide more personalized service to returning customers

98. What does shortage refer to?

B. shoplifting, employee theft and inventory errors

74. Showing the customer that you and your store stand behind the products and services you sell:

B. Shows a professionalism that builds customer loyalty

69. When the customer presents you with a problem, you should ask her:

A. How she would like the situation solved

18. Which of the following phrases might be appropriate when discussing clothing size with your customer?

B. Have you worn this brand before? What size was most comfortable for you?

16. Which of the following are examples of open-ended questions?

B. What features are important to you?

15. To keep the lines of communication open, the best questions to ask:

C. Begin with who, what, where, when, how, or why

3. Which of the following would be the best option when trying to find out what a customer wants to buy?

C. What color do you prefer in that brand?

70. If you find yourself having to resolve a very difficult issue, you may want to:

C. Get help from a more senior employee

17. When fitting the products to the customer, you should:

B. Ask questions that will help her define the right fit

1. What question do you ask to get feedback to see if the computer software met expectations of the customer?

D. How has the software worked for what you were using it for?

53. The warranty is an excellent tool for you to use to:

C. Reassure the customer about a product’s quality

5. The best way to talk to a new customer is to:

C. Match what you say and your tone of voice to her personality

94. Which of the following is not an example of suggestive selling in a display?

C. Putting soups next to the detergent

23. Referring a customer to a competitor will likely result in:

A. The customer seeking you out for future needs

29. To assist your customers in a personal way, you should become familiar with:

C. Resources in and near your store

72. As a sales associate, your goal is to:

B. Keep the customer coming back

87. A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:

C. Show empathy in your replies

27. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

A. An enjoyable atmosphere and super service

63. Customer complaints should be welcomed because they provide an opportunity to:

C. Learn about problems so improvements can be made

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Customer Service Certification Test

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Questions 30

Answers

1
50. By becoming an expert at special orders, you may benefit by:
A. Learning more about the products you sell
D. All of the above
B. Learning more about customer needs and interests
C. Getting to know people in other departments
2
4. A good reason for creating an opening for discussion is to:
D. Increase your store’s sales revenues
A. Break down the customer’s sales resistance
B. Get to know what the customer wants
C. Convince the customer how much you know about the product
3
25. What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?
C. Ask customers to explain what they know about the products
A. Read the labels and packaging information on the new product
D. Call the manufacturer or vendor and ask about the products.
B. Check with co-workers to see what they know about the products
4
22. Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?
D. We don’t recommend that item. May I show you a better product?
A. We don’t carry that specific brand, but may I suggest …
B. Is that the only brand you were interested in?
C. Is there anything else you were looking for?
5
83. Keeping records about customer preferences:
A. Will make customers suspicious of your ability to remember details
C. Can help you provide more personalized service to returning customers
B. Requires an expensive computer system
D. Will help you target market to them
6
98. What does shortage refer to?
D. putting a smaller amount of inventory on shelves
B. shoplifting, employee theft and inventory errors
A. pricing of products that are lowered to get rid of overstock
C. delivery of merchandise that is lower than what is on packing slip
7
74. Showing the customer that you and your store stand behind the products and services you sell:
A. Limits the profit on some items
C. Encourages customers to return items more frequently
B. Shows a professionalism that builds customer loyalty
D. Shows the customer that you are a talented sales associate
8
69. When the customer presents you with a problem, you should ask her:
C. If she shops at your store on a regular basis
D. Use your own judgment to solve it.
A. How she would like the situation solved
B. Who is at fault in the situation
9
60. Managers who hire sales associates say that they value retail workers for their:
A. Willingness to “step back”
B. Capacity to work alone
C. Ability to focus on a single task
D. Composure under pressure
10
71. What are the best kinds of questions to ask to a customer to encourage conversation?
D. None. Let the customer ask you questions.
C. Yes, no
A. Open-ended
B. Direct and to-the-point
11
18. Which of the following phrases might be appropriate when discussing clothing size with your customer?
A. You look to be about a size XX.
C. How big are you?
D. You wear a bigger size on the bottom than on the top.
B. Have you worn this brand before? What size was most comfortable for you?
12
86. What is one of the best ways to explain features and benefits to a customer?
D. Demonstrate the product
C. Discuss the review of this product
A. Explain the history of the product
B. Show the customer the user’s manual
13
16. Which of the following are examples of open-ended questions?
B. What features are important to you?
D. Is this all for you today?
A. Can I help you?
C. Do you like blue or brown?
14
46. Turn your phone interaction into a loyal customer by:
B. Mentioning services he may not be aware of
C. Offering to ship items directly to the customer
D. All of the above
A. Letting the customer know about sales events
15
15. To keep the lines of communication open, the best questions to ask:
D. Are ones that are able to direct the customer to a decision
A. Are direct and to the point
B. Are ones that can be quickly answered with a “yes” or a “no”
C. Begin with who, what, where, when, how, or why
16
3. Which of the following would be the best option when trying to find out what a customer wants to buy?
B. Are you looking for anything special?
D. Is that the brand you want?
C. What color do you prefer in that brand?
A. Can I help you?
17
70. If you find yourself having to resolve a very difficult issue, you may want to:
B. Tell the customer that his is being unreasonable
A. Ask the customer to come back another time
D. Get creative and just solve the problem
C. Get help from a more senior employee
18
17. When fitting the products to the customer, you should:
A. Correct her if she tells you the wrong size
C. Select the approximate size you believe that she is.
D. Wait till the customer picks out the right size.
B. Ask questions that will help her define the right fit
19
1. What question do you ask to get feedback to see if the computer software met expectations of the customer?
A. Did they deliver it on time?
B. Did you have installation problems?
C. What new features have you used?
D. How has the software worked for what you were using it for?
20
53. The warranty is an excellent tool for you to use to:
A. Prove that your company has the best price
C. Reassure the customer about a product’s quality
B. Explain your company’s return policy
D. All of the above
21
5. The best way to talk to a new customer is to:
C. Match what you say and your tone of voice to her personality
D. Convince her that you know what is best for her to buy
A. Flatter her—tell her she has taste and looks great
B. Interact as if you are old friends
22
94. Which of the following is not an example of suggestive selling in a display?
B. Dressing a mannequin with matching pants, shoes and a handbag
C. Putting soups next to the detergent
D. Putting flip-flops next to a beach towel
A. Putting chocolate topping next to the ice cream
23
13. Your ultimate goal as a sales associate is to:
B. Provide service to as many customers as you can
A. Meet your quota each month
D. Be the top sales associate in your department
C. Satisfy the customer
24
23. Referring a customer to a competitor will likely result in:
C. A lost sales opportunity for you
A. The customer seeking you out for future needs
B. The customer never returning to your store
D. None of the above
25
68. If a customer becomes verbally abusive, you should first:
A. Refund his money immediately
D. Call security
B. Contact your manager
C. Tell him he is being abusive
26
29. To assist your customers in a personal way, you should become familiar with:
A. Their relatives, special friends, and loved ones
D. Dining and day care near the store
C. Resources in and near your store
B. Entertainment centers and movie theaters in the district
27
72. As a sales associate, your goal is to:
D. Increase sales for your store
A. Keep the returns to a minimum
C. Decide who’s right or wrong
B. Keep the customer coming back
28
87. A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:
B. Refer the customer to your supervisor
D. Offer them a refund or discount to settle them down
C. Show empathy in your replies
A. Mirror their behavior
29
27. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
C. Sales associates who look snazzy and take turns helping customers
A. An enjoyable atmosphere and super service
B. Free coffee and doughnuts and a clean restroom
D. Good inventory and easy checkout
30
63. Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they’ll buy more
D. Learn who the potential “problem customers” are
C. Learn about problems so improvements can be made

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