Customer Service Exam

What is one of the best ways to explain features and benefits to a customer?

First, if your store doesn't have the customer's desired goods or service,

A person approaches you and tells you of many complaints he has about your department. You should first:

In preparing a resource list for your customers, you should consider including:

Product features are described as all of the following except:

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

When fitting the products to the customer, you should:

What is a planogram?

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

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

An angry caller criticizes your company's service on an unpopular product. You should:

In your client record system, you should record:

A retail association sees that an electrical socket has wires exposed in an area where customers shop.  They must

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

If the customer isn’t shopping alone, you can include the rest of the party by:

Active listening is

Which of the following is not a component of good customer service?

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

A customer gives you 3 $20 bills. One twenty-dollar bill is counterfeit when you inspect the currency. You should:

Which of the following steps will help you keep commitments to customers?

Managers who hire sales associates say that they value retail workers for their:          

Dominque is buying a winter coat. She chose two coats with aid from a salesperson. Which is best?

A new customer comes into your department, but you are helping another customer. You should:

If your company does not have a manual that describes all the major product warranties, you should:

What are the best kinds of questions to ask to a customer to encourage conversation?

When customers request any of the service “extras” your store offers:

Creating customer loyalty is rewarding for:

You can best determine the customer’s needs by gathering information through careful observation and by:

Cheryl sells ellipticals at Sears. Cheryl completed product training last week. To prepare, what should Cheryl do?

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

Paul is a senior citizen who comes in to purchase a lawn sprinkler on Tuesday. How much will it cost Paul ?

A customer buys a washer&dryer from Misty. The consumer wants it installed at home, but the store doesnt. Misty should

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

Which of the following is a benefit of an ink jet printer?

Susan serves Cassandra in the perfume section. Which is inappropriate to mention about a scent she just sampled?

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

When balancing service between phone customers and those you may already be helping in the store, you should:

Customer has looked at watches & likes one best. She asks if the band can be changed and gets one. How do you close?

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

Your ultimate goal as a sales associate is to:

A customer looks at a suit rack in your men's store. Which phrase should you use to approach this customer?

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

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

Which of the following scenarios shows the proper use of a business card?  The Salesperson says,

Which of the following items would NOT be an appropriate finishing touch to your service?

Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

Which of the following are appropriate reasons for following up with a customer?

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

A customer comes into your store and you greet them. Now that you’ve make a connection, what is your next challenge?

A customer calls & has some technical questions about a product with which you are not completely familiar. You should:

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

Small kindnesses to your customers may include:

You and the store can be viewed positively in three ways: Customer taste compliments; reassurance

Keeping records about customer preferences:

What store offers the best deal?

What does shortage refer to?

A toy doll was brought to the counter and they say the doll stopped talking a month. What should you check first?

Your employer tells a client who to contact for information. This info is out dated. Should you say anything?

If a customer walks directly to an item, this may indicate that he:

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

When shipping an appliance, call the customer to make sure it arrived on schedule, in good shape, and

To help build customer loyalty, you should:

As a sales associate, your goal is to:

Which of the following are good reasons to ask customers for their business cards?

If you do not have business cards, you can help the customer remember you by:

What is one of the BEST ways to prevent shoplifting?

The sales tax rate is 9.5%.  What would the total be including sales taxes for an item with a price tag of $9.78?

When customers return merchandise, you should:

A consumer enters your store with a lower-priced ad from another store. What should a salesperson do first?

When customers come to you with complaints, you need to:

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

You are completing a sale. The phone rings and you’re supposed to answer phone calls within 3 rings.  What do you do?

A customer is looking at a new desktop computer.  To energize your sales presentation, you should:

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

Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?

By becoming an expert at special orders, you may benefit by:

Turn your phone interaction into a loyal customer by:

If a customer becomes verbally abusive, you should first:

Customers come into the office to ask about permission application deadlines. You don't know. You should

Warranty coverage for a car, home, or large item is included in the purchase purpose (provided by the manufacturer).

How soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?

How would you handle a situation where a customer wants a brand that you don’t carry?

Referring a customer to a competitor will likely result in:

Your business card or the sales receipt is a good place to make notes for a customer regarding:

Which of the following is not a product benefit for a new sweater?

Even if your company’s return policy restricts what you can do for the customer, you should:

Showing respect for a customer’s business card means you should:

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

If your company does not supply business cards, you should:

Which of the following statements best describes why a client record system is called a “living” record?

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

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

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