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- 1. Multiple ChoiceWhen something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:A. A cup of coffeeB. Service with a smileC. An excuse for the product’s failureD. Give them a new one of the same product
- 2. Multiple ChoiceA customer approaches the service desk with a toy doll. She says that she bought the doll for her niece’s birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST?A. Are you sure that you bought this doll at this store? Do you have your receipt?B. We’ve had a lot of complaints about this doll. You might want to contact the manufacturer.C. We’ve never had any complaints about this doll before. What do you think your niece did to it?D. With this kind of toy, it’s always best to check the batteries first. Let me check them for you.
- 3. Multiple ChoiceThe warranty is an excellent tool for you to use to:A. Prove that your company has the best priceB. Explain your company’s return policyC. Reassure the customer about a product’s qualityD. All of the above
- 4. Multiple ChoiceIf your company does not have a manual that describes all the major product warranties, you should:A. Avoid talking about warranties with your customersB. Create your own by making copies of the various product warranties and related informationC. Decide on a general, neutral comment you can make if customers ask you about a warrantyD. Open up the package and read the warranty to them
- 5. Multiple ChoiceCheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?A. Find the elliptical training machine box and read whatever information came with it.B. Demonstrate the elliptical machine in the store with customers until she is familiar with its features.C. Ask her boss to assign her to another department she is more familiar with.D. Switch departments with another sales associate.
- 6. Multiple ChoiceAn irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should:A. Completely avoid talking about the specific product and change the topic.B. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to
resolve any issues.C. Take the offensive when a caller brings up the controversial subject and try to convince the caller that they
are mistaken.D. Tell the caller that the company is aware of the problem and is taking steps to fix it. - 7. Multiple ChoiceWhen your customer asks you to make an exception to the company policy regarding warranties, you should probably:A. Check with your immediate supervisor or managerB. Make the exception, but only if the customer promises to make additional purchasesC. Tell him you do not make exceptionsD. Tell them to buy the product again and return the broken one in the new box.
- 8. Multiple ChoiceWhen customers return merchandise, you should:A. Make sure they have a good reason for doing soB. Treat them with the same respect you would if they were making a purchaseC. Not worry about how you treat them, because you don’t want them to come back againD. Send them to the service counter to wait for a customer service rep
- 9. Multiple ChoiceA customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?A. Refer to your store’s policy on meeting competitor’s adsB. Tell the customer that he should go to the store that placed the ad since your product is not on sale at the momentC. Immediately change the price in your store to meet the competitor’s price.D. Ask your store manager how to respond to the customer
- 10. Multiple ChoiceManagers who hire sales associates say that they value retail workers for their:A. Willingness to “step back”B. Capacity to work aloneC. Ability to focus on a single taskD. Composure under pressure
- 11. Multiple ChoiceEven if your company’s return policy restricts what you can do for the customer, you should:A. Consider alternatives, such as offering a discount coupon or a free sampleB. Agree with him that the product is defective & should be replaced, but tell him that the store won’t let you
do anything about itC. Do what the customer asks; management will have to support your decisionD. Apologize for your store’s policy - 12. Multiple ChoiceWhich of the following might be acceptable techniques for directing a customer to the Customer Service department?A. “Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you,
but I can’t leave this area unattended at the moment.”B. “You’ll have to take this to Customer Service; I can’t help you here.”C. “Someone in Customer Service can help you with that; I’ll show you the way.”D. A and C - 13. Multiple ChoiceCustomer complaints should be welcomed because they provide an opportunity to:A. Do something different for a changeB. Get customers back to the store so they’ll buy moreC. Learn about problems so improvements can be madeD. Learn who the potential “problem customers” are
- 14. Multiple ChoiceA customer calls and has some technical questions about a product with which you are not completely familiar. You should:A. transfer his call to someone who is knowledgeable in that area.B. pretend that you know what you're talking about and give your own answers.C. tell him to call back another time.D. ask him why he is being so inquisitive.
- 15. Multiple ChoiceYou overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?A. Do not get involved in the situation.B. Quickly take your boss aside and provide the correct name.C. Wait until the client leaves, and then provide your boss with the correct name.D. Give the individual the correct name, and explain that your boss was not aware of a different person being
responsible to provide the information. - 16. Multiple ChoiceAs an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do?A. Ignore her and continue to assist the client.B. Get on the phone and request assistance from a department administrator.C. Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish."D. Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.
- 17. Multiple ChoiceIf a customer becomes abusive, you should probably:A. Refund his money immediatelyB. Contact your managerC. Tell him he is being abusiveD. Call security
- 18. Multiple ChoiceWhen the customer presents you with a problem, you should ask her:A. How she would like the situation solvedB. Who is at fault in the situationC. If she shops at your store on a regular basisD. Use your own judgment to solve it.
- 19. Multiple ChoiceIf you find yourself having to resolve a very difficult issue, you may want to:A. Ask the customer to come back another timeB. Tell the customer that his is being unreasonableC. Get help from a more senior employeeD. Get creative and just solve the problem
- 20. Multiple ChoiceWhat are the best kinds of questions to ask to a customer to encourage conversation?A. Open-endedB. Direct and to-the-pointC. Yes, noD. None. Let the customer ask you questions.
- 21. Multiple ChoiceAs a sales associate, your goal is to:A. Keep the returns to a minimumB. Keep the customer coming backC. Decide who’s right or wrongD. Increase sales for your store
- 22. Multiple ChoiceYou are a car salesman at a new car dealership. A customer is gathering information before making the final decision on her new car. You have suggested the car that seems to be the best choice based on what she has stated when you questioned her. After taking a test drive, the customer decided to continue to look at other car options. What is your best response to her?A. I’m sorry. I don’t have a business card, but if you will give me yours, I’ll be glad to call you to see if you have other
questions.B. I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case
you have additional questionsC. Well, if you want to come back and look some more, here is my card. Feel free to give me a call.D. I’m sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for
me. - 23. Multiple ChoiceShowing the customer that you and your store stand behind the products and services you sell:A. Limits the profit on some itemsB. Shows a professionalism that builds customer loyaltyC. Encourages customers to return items more frequentlyD. Shows the customer that you are a talented sales associate
- 24. Multiple ChoiceWhen customers come to you with complaints, you need to:A. Listen carefullyB. Be patientC. Get informationD. All of the above
- 25. Multiple ChoiceA person approaches you and tells you of many complaints he has about your department. You should first:A. assume that his is just blowing off steam and ignore his complaints.B. check into the legitimacy of the complaints.C. ask for advice from your supervisor on the best way to handle the person.D. regard the complaints as accurate and take immediate steps to correct them.
- 26. Multiple ChoiceIf an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:A. That the delivery people were courteous and carefulB. If the customer really liked the deal you gave himC. If the customer has any friends that might like the itemD. If they need to buy any additional products.
- 27. Multiple ChoiceDominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?A. How much do you want to spend?B. Do you want the red coat or the blue one?C. Why do want this type of coats?D. None of these are appropriate to continue.
- 28. Multiple ChoiceWhich of the following is not a product benefit for a new sweater?A. The sweater has a snag-free zipperB. The fabric is made of natural woolC. They come in neutral colorsD. The fabric is soft and will last through many washes.
- 29. Multiple ChoiceWhich of the following items would NOT be an appropriate finishing touch to your service?A. Call the customer to make sure he is satisfied with his purchaseB. Send a handwritten note thanking the customer for his businessC. Send a postcard thanking a customer for letting you help him select a gift for his wifeD. Give the customer your business card & encourage him to return to the store
- 30. Multiple ChoiceWhich of the following are appropriate reasons for following up with a customer?A. You are curious whether a gift your customer purchased was well receivedB. You want to know why a customer did not make it in for a special saleC. You finally located an item the customer asked for a while backD. You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now
- 31. Multiple ChoiceHow soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?A. 2 minutesB. 90 secondsC. 60 secondsD. 30 seconds
- 32. Multiple ChoiceKeeping records about customer preferences:A. Will make customers suspicious of your ability to remember detailsB. Requires an expensive computer systemC. Can help you provide more personalized service to returning customersD. Will help you target market to them
- 33. Multiple ChoiceIn your client record system, you should record:A. Customer purchasesB. Customer interestsC. Follow-up activitiesD. All of the above
- 34. Multiple ChoiceWhich of the following statements best describes why a client record system is called a “living” record?A. It should be accessible to anyone who wants to read itB. You should constantly refer to it and update it with new informationC. You will spend more time maintaining your records than you do actually serving customersD. You keep it as long as the customer remains a customer of the store
- 35. Multiple ChoiceWhat is one of the best ways to explain features and benefits to a customer?A. Explain the history of the productB. Show the customer the user’s manualC. Discuss the review of this productD. Demonstrate the product
- 36. Multiple ChoiceA customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:A. Mirror their behaviorB. Refer the customer to your supervisorC. Show empathy in your repliesD. Offer them a refund or discount to settle them down
- 37. Multiple ChoiceYour business card or the sales receipt is a good place to make notes for a customer regarding:A. Your work schedule so the customer can contact you in the futureB. The date a special order is dueC. An upcoming saleD. All of the above
- 38. Multiple ChoiceIf you do not have business cards, you can help the customer remember you byA. Asking the customer for something on which to write your name and numberB. Writing “thank you” on the sales receipt and signing your nameC. Telling the customer how many sales awards you have wonD. Using your own name often in the conversation
- 39. Multiple ChoiceIf your company does not supply business cards, you should:A. Tell customers that they can find the store number in the phone directoryB. Check to make sure creating your own will not violate company policyC. Tell the customer that the company is too cheap to give you business cardsD. Tell customers your name and phone number and offer them a pen to write it down
- 40. Multiple ChoiceA customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?A. Tell the person what you think the answer might be.B. Refer the person to your supervisor.C. Say that you are not allowed to give out that information to the public.D. Inform the person that you don't know but will find out.
- 41. Multiple ChoiceWhich of the following are good reasons to ask customers for their business cards?A. So you can claim these customers as your own and keep co-workers from making sales to themB. When customers show interest in an upcoming event and you offer to remind themC. So you can build up your client records with names of potential customersD. To learn more about them so you can suggest items that you think they can afford
- 42. Multiple ChoiceShowing respect for a customer’s business card means you should:A. Never write on itB. Put it in your purse or wallet for safe keepingC. Make some comment to indicate you have read itD. Ask them if you can put it in the bowl used for drawing prizes
- 43. Multiple ChoiceWhich of the following is not an example of suggestive selling in a display?A. Putting chocolate topping next to the ice creamB. Dressing a mannequin with matching pants, shoes and a handbagC. Putting soups next to the detergentD. Putting flip-flops next to a beach towel
- 44. Multiple ChoiceA customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should:A. Return it to the customer telling him whyB. Ask the customer to leave the store immediatelyC. Tear the counterfeit bill up and ask politely for another twentyD. Note the customer’s description and any other identifying information
- 45. Multiple Choice
Susan is working with a customer named Cassandra in the perfume department. What is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled?
Susan looks at Cassandra and says, "You have great tastes as that is our number 1 seller!"
Based on how Cassandra is dressed, Susan says, "I dont think that perfume will fit you personality."
After Cassandra smells the perfume, Sally says, "I can see you like a fragrance with notes of gardenia in it."
Susan says. "That fragrance smells very nice on you."
- 46. Multiple Choice
A customer is looking at a new desktop computer. To energize your sales presentation, you should:
Give a personal experience that you've had using that same computer.
List the features of the computer
Ask questions about why she needs a computer
Demonstrate how the computer would be great for gaming because of its fast graphics
- 47. Multiple Choice
Which of the following is not a component of good customer service?
Attendance at store trainings
A positive attitude
Asking close ended questions to get a definitive yes or no answer
Acknowledge the customer quickly
- 48. Multiple Choice
What is a planogram?
A visual map that shows shelf heights and merchandise and signage placement.
A store's floor plan that shows the different departments in that store.
A store's floor plan that shows where ads and displays go.
A notice that tells employees the advertised specials of the week.
- 49. Multiple Choice
When customer service is bad, what percent of retail customers refuse to go back to the store?
95%
90%
80%
75%
- 50. Multiple Choice
Which of the following is a benefit of an ink jet printer?
Prints 33 pages in the black per minute
Prints on plain paper, bond, envelope, and labels
Will save the customer money on ink because it has a special ink-saving technology
Offers 2.0 connectivity
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