Customer Service Preassessment 2012

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Customer Service Quizzes & Trivia

This quiz is designed to assess student''s readiness to take the NRF Certificatioon in Customer Service


Questions and Answers
  • 1. 

    You are working at a grocery store in the deli. Every Sunday afternoon an elderly woman comes in and ask for the same order every week. You have seen her for months and she is very friendly to you. The next time you see her, you:

    • A.

      Look at her in annoyance and say "what do you want?".

    • B.

      Just look at her, take her order, and walk away.

    • C.

      Tell her how you remember seeing her in here every week. Ask her how she is and just talk to her for a long time. You kind of spend a while talking to her and disregard other customers.

    • D.

      Ask her if she would like her usual order. You have a small conversation with her and every time after that.

    Correct Answer
    D. Ask her if she would like her usual order. You have a small conversation with her and every time after that.
    Explanation
    The correct answer is to ask her if she would like her usual order and have a small conversation with her. This option shows respect and kindness towards the elderly woman, acknowledging her as a regular customer and taking the time to engage in conversation with her. It also suggests that the employee values customer service and prioritizes building relationships with customers.

    Rate this question:

  • 2. 

    Later in the day at the grocery store a customer comes in and starts yelling about how one of the workers hit their car with a cart in the parking lot. You:

    • A.

      Tell the customer that you are really sorry and that you will get the manager right away to help them come up with a solution. You go get the manager and they fix the problem.

    • B.

      Say "Yeah that happens sometimes. I'll get the manager"

    • C.

      Say "I'm sure its not that bad, what do you want us to do?"

    • D.

      Say nothing. You just walk away and go get the manager.

    Correct Answer
    A. Tell the customer that you are really sorry and that you will get the manager right away to help them come up with a solution. You go get the manager and they fix the problem.
    Explanation
    The correct answer is to apologize to the customer and assure them that you will get the manager to help find a solution. This response shows empathy towards the customer's situation and a willingness to assist them. By involving the manager, the issue can be resolved promptly and to the customer's satisfaction.

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  • 3. 

    You are working at the grocery store as a cashier. As you are finishing up with a customer and bagging his items, he starts to talk about why he is buying all of the groceries. He talks to you about a BBQ he is going to have. You are almost done with his items, and you see there are people lined up behind him. You: 

    • A.

      Say "That's great, sir. I have customers behind you and I need to start working."

    • B.

      Say nothing at all. You just ignore him and start to help the next customer.

    • C.

      Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer.

    • D.

      Stop working and talk to him about his BBQ. You keep talking to him for several minutes.

    Correct Answer
    C. Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer.
    Explanation
    The correct answer is to acknowledge the customer's conversation briefly and politely, while also considering the other customers waiting in line. By saying, "That sounds really fun. I hope everything turns out good for you. Have a great day" with a smile, you show that you are attentive and friendly, but also aware of your responsibilities as a cashier. This response strikes a balance between being courteous to the customer and maintaining efficiency in serving all customers in a timely manner.

    Rate this question:

  • 4. 

    Working in the pharmacy at the grocery store, a woman comes in to fill up a prescription for her sick son at home. She asks you a few question about different medications are you are very helpful. She leaves and is thankful for all your help. You: 

    • A.

      Say "bye" as she leaves.

    • B.

      Call the customer in a few days and ask her if her son is feeling better. Ask her if she needs an refill on his prescription or any other medication.

    • C.

      Tell her you hope her son feels better

    • D.

      Hand her the medication and just walk away.

    Correct Answer
    B. Call the customer in a few days and ask her if her son is feeling better. Ask her if she needs an refill on his prescription or any other medication.
    Explanation
    After the woman leaves the pharmacy, it would be appropriate to call the customer in a few days and ask her if her son is feeling better. This shows that you genuinely care about her son's well-being and are willing to follow up on his condition. Additionally, asking if she needs a refill on his prescription or any other medication demonstrates your willingness to provide further assistance and ensure that she has everything she needs for her son's recovery.

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  • 5. 

    As 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

    Correct Answer
    D. Ask another employee to help the client while you escort Mrs. W. to a room away from the public area
    Explanation
    In this situation, it is important to address Mrs. W's disruptive behavior while also ensuring that the client's needs are met. By asking another employee to assist the client, you can ensure that their needs are taken care of while also addressing the issue with Mrs. W. By escorting Mrs. W to a room away from the public area, you can have a private conversation with her to address her behavior and find a resolution. This approach allows for the client to be assisted and the disruptive behavior to be addressed in a professional manner.

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  • 6. 

    When it comes to conflict:

    • A.

      I can "agree to disagree". I accept that other people have different viewpoints than my own

    • B.

      Even though I usually think I am right, I can accept that others have different viewpoints.

    • C.

      I find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right

    Correct Answer
    A. I can "agree to disagree". I accept that other people have different viewpoints than my own
    Explanation
    This answer suggests that the person is open-minded and willing to accept that others may have different opinions. They are comfortable with the idea of agreeing to disagree, which means they can acknowledge and respect differing viewpoints without feeling the need to change or convince others of their own beliefs. This attitude is important in handling conflicts and maintaining healthy relationships.

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  • 7. 

    Your friend/co-worker starts to get on your nerves. What would be your most likely response?

    • A.

      Would tell him/her right away that s/he is getting on my nerves because of X personality trait that I don't like, and that s/he should leave me alone.

    • B.

      I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.

    • C.

      I would avoid that person until s/he got the point that I need a break

    • D.

      I would explain what is bothering me, and ask for some time to myself.

    Correct Answer
    D. I would explain what is bothering me, and ask for some time to myself.
    Explanation
    The most likely response in this situation would be to calmly explain what is bothering you and ask for some time to yourself. This response shows assertiveness and open communication, allowing for the opportunity to address the issue and find a resolution. It demonstrates a mature approach to handling conflicts and maintaining healthy boundaries in relationships.

    Rate this question:

  • 8. 

    When having a disagreement, I typically:

    • A.

      Lower my voice to an ominous whisper

    • B.

      Maintain a normal voice level.

    • C.

      Raise my voice slightly.

    • D.

      Raise my voice level markedly

    Correct Answer
    B. Maintain a normal voice level.
    Explanation
    The correct answer is to maintain a normal voice level. When having a disagreement, it is important to communicate effectively and calmly. By maintaining a normal voice level, you can ensure that your message is heard without escalating the situation or causing further conflict. This approach promotes open and respectful communication, allowing both parties to express their opinions and find a resolution.

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  • 9. 

    When conversing with a person who takes forever to get to the point:

    • A.

      I keep myself from finishing his/her sentences

    • B.

      I try not to finish his/her sentences but do not always succeed.

    • C.

      I tell them to hurry up and get to the point.

    • D.

      I finish his/her sentences for him/her.

    Correct Answer
    A. I keep myself from finishing his/her sentences
    Explanation
    The correct answer is "I keep myself from finishing his/her sentences." This option shows patience and respect for the person who takes a long time to get to the point. It demonstrates good listening skills and allows the person to express themselves fully without interruption.

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  • 10. 

    At the tail end of Saturday morning of errands, I leave my husband and daughter in the car while I dash into Chik-Fil-A. The plan was to give my 15-month old Cara her first taste of the chain’s tasty signature chicken sandwich before getting her down for a nap. We would all share in a large box of fries. We arrive home to disappointment: the wrong bag, containing a cheese burger and a small waffle fries. I call Chik-Fil-A to complain. What should the result be?

    • A.

      I’m put on hold for 10 minutes and hang up in disgust.

    • B.

      Chik-Fil-A offers to refund my money if I bring back the grilled sandwich and fries. But, the fries were hot and crispy even if there weren’t enough of them

    • C.

      They apologize and promise to send me coupons in the mail. I’m skeptical, but agree. In 3 days coupons for more than the value of my original order – including a kids’ meal for Cara – arrive, along with a handwritten note of apology.

    • D.

      I get through to the drive through, who has no clue what I’m talking about.

    Correct Answer
    C. They apologize and promise to send me coupons in the mail. I’m skeptical, but agree. In 3 days coupons for more than the value of my original order – including a kids’ meal for Cara – arrive, along with a handwritten note of apology.
    Explanation
    The correct answer is that Chik-Fil-A apologizes and promises to send coupons in the mail. In the given scenario, the customer calls to complain about receiving the wrong order. Chik-Fil-A acknowledges their mistake and offers a solution by sending coupons in the mail. The fact that the coupons received are for more than the value of the original order, along with a handwritten note of apology, shows that Chik-Fil-A is making an effort to make amends for the inconvenience caused to the customer.

    Rate this question:

  • 11. 

     Two inexperienced employees are assigned to work with you on an important project with a tight deadline. How do you feel?

    • A.

      Glad, I like mentoring others.

    • B.

      Angry, I don’t have time to babysit.

    • C.

      Annoyed, I can work faster on my own.

    • D.

      Indifferent, I’ll teach them what I can within the deadline.

    Correct Answer
    A. Glad, I like mentoring others.
    Explanation
    The given answer suggests that the person feels glad about working with inexperienced employees because they enjoy mentoring others. This indicates that the person sees this as an opportunity to guide and support their colleagues, which can contribute to their personal growth and development.

    Rate this question:

  • 12. 

    Two passengers are arguing that they have the same seat on an airplane flight.  What should the flight attendant do first?

    • A.

      Ask one passenger to volunteer to take a later flight

    • B.

      Ask both passengers to immediately exit the plane

    • C.

      Let the passengers work through the issue themselves

    • D.

      Listen to the passengers explain the problem then ask to see their tickets

    Correct Answer
    D. Listen to the passengers explain the problem then ask to see their tickets
    Explanation
    The flight attendant should listen to the passengers explain the problem and then ask to see their tickets. By doing so, the flight attendant can gather information about the situation and verify which passenger is assigned to the seat. This will help in resolving the issue and ensuring that both passengers are seated correctly. Asking one passenger to volunteer to take a later flight or asking both passengers to immediately exit the plane may not be necessary if the problem can be resolved by checking their tickets. Letting the passengers work through the issue themselves may lead to further arguments or confusion.

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  • 13. 

    A customer buys eight $2.99 candy bars on sale for $.99.  The register rings full prices of $2.99. What should the associate do first?

    • A.

      Since the register rung up $2.99, ask the customer to pay full price.

    • B.

      Tell the customer the sale is over, and the sale price can no longer be honored

    • C.

      Void the sale and ring up the candy bar at the sale price

    • D.

      Ask the customer to prove that the item is on sale

    Correct Answer
    C. Void the sale and ring up the candy bar at the sale price
    Explanation
    The associate should void the sale and ring up the candy bar at the sale price because the customer purchased the candy bars during the sale period. This means that they are entitled to the discounted price of $0.99 per candy bar. Voiding the sale and re-entering the items at the correct price will ensure that the customer is charged the correct amount.

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  • 14. 

    A toy store is running a promotion.  Customers who spend more that $100.00 at the store will receive 10% off the total purchase.  A customer asks the associate what the total will be if she buys a bicycle for  $159.99.  Before taxes, her total will be approximately:

    • A.

      $100.00

    • B.

      $ 139.00

    • C.

      $ 144.00

    • D.

      $ 150.00

    Correct Answer
    C. $ 144.00
    Explanation
    If the customer buys a bicycle for $159.99 and spends more than $100.00, she will receive a 10% discount. To calculate the discount, we can multiply $159.99 by 10% (0.10), which gives us $15.99. Subtracting this discount from the original price, we get $159.99 - $15.99 = $144.00. Therefore, her total will be approximately $144.00 before taxes.

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  • 15. 

    A customer calls a banking center to report that the ATM fees on his account are incorrect.  During  the call, the call center computer system goes down, making it impossile to check the customes's account.  What should the call center associate do?

    • A.

      Apologize to the customer for the inconvenience, and suggest the customer use on-line banking instead

    • B.

      Apologize to the customer for the inconvenience, and tell the customer to try calling in about an hour when the system may be working

    • C.

      Apologize to the customer for the inconvenience, and offer to call the customer back when the system is working

    • D.

      Apologize to the customer for the inconvenience, and put the customer on hold and hope that the computer system will be working soon.

    Correct Answer
    C. Apologize to the customer for the inconvenience, and offer to call the customer back when the system is working
    Explanation
    In this situation, the call center associate should apologize to the customer for the inconvenience caused by the computer system going down. Since they are unable to check the customer's account at the moment, the associate should offer to call the customer back when the system is working. This ensures that the customer's issue will be addressed once the system is operational again, providing a solution to their problem and showing good customer service.

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  • 16. 

    A customer arrives to pick up a stereo from the repair department.  The customer states that the repair department called earlier to tell him the stereo was ready.  However, the stereo cannot be located.  After twenty minutes, the customer is angry.  What should the associate do?

    • A.

      Refer the customer to a competitor

    • B.

      Tell the customer you are sorry, the call was a mistake

    • C.

      Apologize and offer to locate and then deliver the stereo

    • D.

      Sell the customer a better a new stereo at a reduced price

    Correct Answer
    C. Apologize and offer to locate and then deliver the stereo
    Explanation
    The associate should apologize to the customer for the inconvenience and offer to locate the stereo and then deliver it to them. This shows empathy towards the customer's frustration and takes responsibility for the mistake made by the repair department. By offering to find and deliver the stereo, the associate is taking steps to rectify the situation and provide a satisfactory resolution for the customer.

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  • 17. 

    A customer enters the store with a dog.  Animals are not allowed in the store.  The customer appears to be blind.  What should the associate do?

    • A.

      Wait until the customer ask for help

    • B.

      Offer to help the customer

    • C.

      Tell the customer that dogs are not allowed in the store

    • D.

      Stay out of the customer’s way

    Correct Answer
    B. Offer to help the customer
    Explanation
    Based on the information given, the customer appears to be blind and has entered the store with a dog. Since the customer may require assistance due to their visual impairment, it would be appropriate for the associate to offer help. This shows empathy and understanding towards the customer's needs, while also ensuring that they have a positive shopping experience.

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  • 18. 

    A Customer Service Representative in the credit services department takes a call from an angry customer.  The customer was charged three times for the same transaction.  What should the representative do?

    • A.

      Immediately transfer the call to the manager

    • B.

      Put the customer on hold and explain the situation to the manager before transferring the call

    • C.

      Listen to the customer and tell them to come into the office

    • D.

      Listen, empathize, and fix the problem

    Correct Answer
    D. Listen, empathize, and fix the problem
    Explanation
    The customer service representative should listen to the customer's complaint, empathize with their frustration, and then take steps to resolve the issue of being charged three times for the same transaction. This approach demonstrates good customer service skills by actively listening to the customer's concerns, showing empathy towards their situation, and taking responsibility to rectify the problem.

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  • 19. 

    A customer calls and ask an associate to search for an item.  The associate knows that the item is not in the store.  The BEST approach to serving ths customer is:

    • A.

      Apologize and end the call

    • B.

      Apoligize and suggest a similar item, then offer to send it to the customer without a shipping fee

    • C.

      Suggest that the customer check with a competitor

    • D.

      Suggest that the customer check back in a couple of weeks

    Correct Answer
    B. Apoligize and suggest a similar item, then offer to send it to the customer without a shipping fee
    Explanation
    The best approach to serving the customer in this situation is to apologize for not having the item in the store and suggest a similar item. By offering to send the similar item to the customer without a shipping fee, the associate is showing empathy towards the customer's needs and providing a solution to their request. This approach demonstrates good customer service and helps to maintain a positive relationship with the customer.

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  • 20. 

    A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00AM  and noon.  At 1:00 PM the customer calls to report that the sofa has not been delivered and she must leave the house.  How should the Customer Service Associate respond?

    • A.

      Apologize and arrange to deliver the sofa at the next convenient time for the customer

    • B.

      Tell the customer that she should have called earlier so that the associate could’ve had enough time to deal with the problem.

    • C.

      Explain to the customer that deliveries often run behind schedule

    • D.

      Tell the customer to call the delivery department

    Correct Answer
    A. Apologize and arrange to deliver the sofa at the next convenient time for the customer
    Explanation
    The Customer Service Associate should apologize for the delay and offer to reschedule the delivery at a time that is convenient for the customer. This response shows empathy towards the customer's situation and takes responsibility for the delay. It also aims to find a solution that accommodates the customer's needs.

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  • 21. 

    An associate has read the following safety information in a product manual:
    • Do not use near water
    • That it is simple for use by children under the age of ten.
    • Do not operate for more than 30 minutes
    • Always unplug immediately after use
    A customer comes in to buy the product and says the gift is for a grandchild. What should the associate do first?

    • A.

      Ask the customer the age of the grandchild

    • B.

      Sell the product to the customer.

    • C.

      Give the product information to the customer to read.

    • D.

      Try to interest the customer in the carrying case for the product.

    Correct Answer
    A. Ask the customer the age of the grandchild
    Explanation
    The associate should ask the customer the age of the grandchild because the safety information in the product manual mentions that the product is not suitable for children under the age of ten. By asking the age of the grandchild, the associate can determine if the product is appropriate for the intended recipient and provide the customer with the necessary information to make an informed decision.

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  • 22. 

    An employee of a small company has duties include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do?

    • A.

      Tell the customer he doesn’t know the answer to that question and politely end the call.

    • B.

      With the customer on hold search for the answers quickly while the customer holds.

    • C.

      Give the customer as much an answer as possible based on the knowledge he has.

    • D.

      Offer the customer a choice of holding while he finds the answer or receiving a call back.

    Correct Answer
    D. Offer the customer a choice of holding while he finds the answer or receiving a call back.
    Explanation
    The correct answer is to offer the customer a choice of holding while he finds the answer or receiving a call back. This is the best option because it shows the employee's willingness to help the customer and find a solution to their question. It gives the customer the option to either wait for the answer or have the employee call them back with the information. This ensures that the customer's needs are met and that they feel valued and taken care of by the company.

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  • 23. 

    A customer calls a drugstore to inquire if a prescription is ready. The associate asks the customer to hold while checking on the prescription. After the associate put the customer on hold, the prescription is located nut, before he can get back to the call, several customers come into the store. They approach and ask for assistance. What should the associate do?

    • A.

      Get back to the phone after serving the in-store customers

    • B.

      Ask another associate to talk with the customer on hold.

    • C.

      Immediately get back to the customer on hold.

    • D.

      Acknowledge the in-store customers, call for assistance, then get back to the customer on hold.

    Correct Answer
    D. Acknowledge the in-store customers, call for assistance, then get back to the customer on hold.
    Explanation
    The associate should acknowledge the in-store customers and call for assistance before getting back to the customer on hold. This is because the associate has a responsibility to serve the customers who are physically present in the store. By acknowledging their presence and calling for assistance, the associate can ensure that the in-store customers are taken care of while also addressing the customer on hold in a timely manner. This approach demonstrates good customer service and prioritizes both the in-store customers and the customer on hold.

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  • 24. 

    An irate customer enters an auto parts store to return the car starter he bought and installed yesterday. The customer missed work today because the starter did not work. Which of the following should be associated first?

    • A.

      Express genuine concern that the customer's needs to be met.

    • B.

      Review the installation instructions with the customer.

    • C.

      Refer the customer to the manager.

    • D.

      Ask to see the receipt for the starter.

    Correct Answer
    A. Express genuine concern that the customer's needs to be met.
    Explanation
    The correct answer is to express genuine concern that the customer's needs to be met. This is the most appropriate action to take when dealing with an irate customer. By expressing genuine concern, the store can show empathy towards the customer's situation and acknowledge their frustration. This can help to de-escalate the situation and demonstrate a willingness to address the customer's needs and find a solution.

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  • 25. 

    A sales associate was trained in  a selected line for young juniors. The associates reassigned to housewares due to personnel shortages. What is the best way for the associate to learn about the products in the new department?

    • A.

      Gather information about a product when a customer requests the information.

    • B.

      Talk to houseware associates during the work shift in juniors.

    • C.

      Talk to houseware's supervisor and ask for help regarding the product line.

    • D.

      Ask a competitor's houseware department to learn about product lines.

    Correct Answer
    C. Talk to houseware's supervisor and ask for help regarding the product line.
    Explanation
    The best way for the sales associate to learn about the products in the new department is to talk to the houseware's supervisor and ask for help regarding the product line. This option would provide direct guidance and support from someone who is knowledgeable about the products in the housewares department. Asking for help from the supervisor would ensure that the associate receives accurate information and can quickly familiarize themselves with the new product line.

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  • 26. 

    An associate notices a customer checking the price tags on various cameras. The store’s currently offering 2.5% off the price of a specific camera. The associate should:

    • A.

      Inform the customer of the sale and demonstrate the features and benefits of the camera on sale.

    • B.

      Show the customer a new line of cameras that the store has just received.

    • C.

      Make eye contact with the customer and wait for questions.

    • D.

      Recommend a more expensove camera that offers more options than benefits.

    Correct Answer
    A. Inform the customer of the sale and demonstrate the features and benefits of the camera on sale.
    Explanation
    The associate should inform the customer of the sale and demonstrate the features and benefits of the camera on sale because the customer is checking the price tags on various cameras. By informing the customer of the sale, the associate can provide valuable information about the discounted camera and potentially persuade the customer to make a purchase. Additionally, demonstrating the features and benefits of the camera on sale can help the customer make an informed decision and understand the value they would be getting with the discounted camera.

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  • 27. 

    An associate is reassigned from a small suburban work site to a busy city work site. The new site has a different customer base and product line. How can the associate best prepare to make a smooth transition?

    • A.

      Plan to use the same customer service techniques he has always found to be successful.

    • B.

      Talk with friends who are more experienced who currently work in the city.

    • C.

      Meet with the new store manager and ask for guidance.

    • D.

      Expect not to be able to serve some customers.

    Correct Answer
    C. Meet with the new store manager and ask for guidance.
    Explanation
    To make a smooth transition to the new busy city work site with a different customer base and product line, the associate should meet with the new store manager and ask for guidance. This will allow the associate to gain valuable insights about the new site, understand the expectations, and learn about any specific strategies or techniques that may be required to succeed in the new environment. By seeking guidance from the store manager, the associate can proactively adapt their approach and ensure a seamless transition.

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  • 28. 

    The manager tells a new receptionist to come to work tomorrow dressed more appropriately. What is the best way for this employee to find out what clothes are appropriate?

    • A.

      Try to dress more formally the next day.

    • B.

      Get advice on office dress from friends.

    • C.

      Ask the manager for clothing guidance.

    • D.

      Get ideals on how to dress from magazines.

    Correct Answer
    C. Ask the manager for clothing guidance.
    Explanation
    The best way for the new receptionist to find out what clothes are appropriate is to ask the manager for clothing guidance. The manager is in a position of authority and can provide specific information about the dress code and expectations for the workplace. Asking the manager directly ensures that the receptionist receives accurate and relevant information, tailored to the specific workplace environment.

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  • 29. 

    A customer is looking at televisions. What is the best question for the associate to ask the customer?

    • A.

      "Is this for you, or is it a gift?”

    • B.

      “May I show you some televisions that have just arrived?”

    • C.

      “What features are important to you?”

    • D.

      “Are you looking for anything special?”

    Correct Answer
    C. “What features are important to you?”
    Explanation
    The best question for the associate to ask the customer is "What features are important to you?" This question allows the associate to understand the customer's preferences and needs, which will help them in suggesting the most suitable televisions. By knowing the features that the customer values, the associate can narrow down the options and provide a more personalized and satisfactory shopping experience.

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  • 30. 

     While returning from a lunch break, an associate is approached by a customer for help. The associate should:

    • A.

      Tell the customer you are on break and cannot help at the time.

    • B.

      Escort the customer to a fellow associate for help since you are on break.

    • C.

      Smile at the customer and continue walking on.

    • D.

      Ask the customer to come back in five minutes when your break is over.

    Correct Answer
    B. Escort the customer to a fellow associate for help since you are on break.
    Explanation
    The correct answer is to escort the customer to a fellow associate for help since you are on break. This option shows a willingness to assist the customer despite being on break and ensures that the customer's needs are addressed by someone who is available to help. It also demonstrates good teamwork and customer service skills.

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  • 31. 

    A customer returns an unused fax machine to an associate at the customer service desk. The customer says, “This machine is too complicated to operate.” What should the associate do?

    • A.

      Call the manager immediately for help with the customer.

    • B.

      Take the machine and give the customer a full refund.

    • C.

      Tell the customer, “We cannot take it back because you should have tried to use the machine.”

    • D.

      Call the office machine department to help the customer with instructions.

    Correct Answer
    D. Call the office machine department to help the customer with instructions.
    Explanation
    The associate should call the office machine department to help the customer with instructions. This is the most appropriate response as it addresses the customer's concern about the machine being too complicated to operate. By seeking assistance from the office machine department, the associate can provide the customer with the necessary guidance and support to use the fax machine effectively. This solution demonstrates good customer service by attempting to resolve the customer's issue and ensure their satisfaction.

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  • 32. 

    A child runs into a pet shop and goes over to the cage of an $800.00 puppy. The child says “Mommy, I want this one!” What should the associate do next?

    • A.

      Ask the child if he is sure he really wants such a big dog

    • B.

      Smile at the child and ask the mother for preferences and budget.

    • C.

      Say, “I know this puppy is expensive, but it will be a perfect family dog.”

    • D.

      Smile at the child and say, “You really picked out the perfect puppy haven’t you?”

    Correct Answer
    B. Smile at the child and ask the mother for preferences and budget.
    Explanation
    The associate should smile at the child and ask the mother for preferences and budget. This is the most appropriate response because it acknowledges the child's enthusiasm while also recognizing that the decision ultimately lies with the mother. By asking for preferences and budget, the associate can provide suitable options that meet their needs and financial capabilities.

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  • 33. 

    A sales associate at a nursery is working with a couple to choose plants for their home. The couple wants to pay by check. It is store policy to verify ID when accepting a check. The couple asks the associate to accept the check without the ID. What should the associates say?

    • A.

      “I’m sorry, but I cannot process your purchase without ID.”

    • B.

      “I’ll make an exception this time, nut the next time bring some ID.”

    • C.

      “I can get fired for taking a check without ID. Do you have another form of payment?”

    • D.

      “We can hold your items while you get your ID, or you may pay by credit card.”

    Correct Answer
    D. “We can hold your items while you get your ID, or you may pay by credit card.”
    Explanation
    The correct answer is "We can hold your items while you get your ID, or you may pay by credit card." This response provides the couple with alternative options to complete their purchase while still adhering to store policy. It suggests that they can either retrieve their ID and proceed with the check payment or choose to pay by credit card instead.

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  • 34. 

    A customer is scheduled for a facial at 4:00PM. The customer appears to be intoxicated and is disturbing the other customers in the waiting area. What should the receptionist do?

    • A.

      Call the police to have the customer removed.

    • B.

      Allow the customer to go to the treatment room.

    • C.

      Call a supervisor to handle the situation.

    • D.

      Ask the customer to reschedule the appointment and return sober.

    Correct Answer
    D. Ask the customer to reschedule the appointment and return sober.
    Explanation
    The receptionist should ask the customer to reschedule the appointment and return sober because the customer's behavior is disrupting the other customers in the waiting area. Allowing the customer to go to the treatment room may not be safe or appropriate, and calling the police or a supervisor may escalate the situation unnecessarily. By asking the customer to reschedule, the receptionist is prioritizing the comfort and well-being of all customers and maintaining a professional and respectful environment.

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  • 35. 

    A cashier works the express checkout register. A large sign says the express lane is for customers with eight items or less. During a busy period, several customers come to the express lane with fifteen to twenty items. The cashier supervisor wants the eight items rules enforced. The cashier should first:

    • A.

      Ask the customer to choose another lane.

    • B.

      Call a supervisor over to inforce the rule.

    • C.

      Write a sign to place in front of the register.

    • D.

      Serve the customer anyway.

    Correct Answer
    D. Serve the customer anyway.
  • 36. 

    A couple enters a store an approaches an associate about buying a China Cabinet. They have some ideas about what they want but, they don’t much about China Cabinets. They have $1,000.00. What should the associate do?

    • A.

      Suggest sale merchandise as possible purchase.

    • B.

      Give the couple brochures with information on different products.

    • C.

      Direct the customer to the manager for further information.

    • D.

      Determine what the couple wants by asking questions.

    Correct Answer
    D. Determine what the couple wants by asking questions.
    Explanation
    The associate should determine what the couple wants by asking questions because they have some ideas but don't know much about China Cabinets. By asking questions, the associate can gather information about the couple's preferences, budget, and specific requirements, which will help them suggest suitable options and provide tailored recommendations. This approach ensures that the couple's needs are understood and met, leading to a more satisfying purchasing experience.

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  • 37. 

    A customer wants her grocery store to carry a new item. She asked a stock clerk if that is possible. How should the clerk respond?

    • A.

      Tell her that the store does not typically do special orders.

    • B.

      Let her know that the item is not a popular item.

    • C.

      Send her to another grocery store or specialty store that may carry the item.

    • D.

      Ask the manager on duty to talk with her about stcking an item.

    Correct Answer
    D. Ask the manager on duty to talk with her about stcking an item.
    Explanation
    The stock clerk should respond by asking the manager on duty to talk with the customer about stocking the new item. This shows a willingness to accommodate the customer's request and allows the manager to make a decision based on the feasibility and popularity of the item.

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  • 38. 

    An associate in an electronics store is helping a customer, with a grandchild, in purchasing an answering machine. The customer would like a demonstration of a particular machine. What should the associate do?

    • A.

      Speak slowly and loudly to make sure they both hear.

    • B.

      Direct the demonstration to the grandchild.

    • C.

      Show the customer a less complex unit.

    • D.

      Give them a hands-on demonstration.

    Correct Answer
    D. Give them a hands-on demonstration.
    Explanation
    The associate should give them a hands-on demonstration. This allows the customer and their grandchild to experience the answering machine firsthand and understand its features and functionality. It also gives them the opportunity to ask any questions and ensures that they have a clear understanding of how to use the machine. This approach is more effective than speaking slowly and loudly, directing the demonstration to the grandchild, or showing a less complex unit, as it actively engages the customer and provides a more interactive learning experience.

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  • 39. 

    A store chain advertises a special on air conditioners with limited quantities. Two customers come in together specifically for the sale’s item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do first?

    • A.

      Suggest to one of the customers that she come back in two weeks when the units will be in stock in regular price.

    • B.

      Let the customers work out between themselves to see who will get the last unit.

    • C.

      Offer to contact another store to see if they have any units left.

    • D.

      Tell the customers there are no more units available.

    Correct Answer
    C. Offer to contact another store to see if they have any units left.
    Explanation
    The associate should offer to contact another store to see if they have any units left. This would be the most helpful and proactive solution for the customers, as it provides them with an alternative option to still purchase the air conditioner. By reaching out to another store, the associate can potentially secure the item for one of the customers, ensuring their satisfaction and maintaining good customer service.

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  • 40. 

    An associate tells a customer to pick up their store assembled bicycle at 3:00PM. The customer arrives at the store at 3:30PM, and the associate is in the middle of helping another family purchase a bicycle. What should the associate do?

    • A.

      Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.

    • B.

      Tell the customer that he is busy helping another family with bicycles and that he will have to wait.

    • C.

      Suggest that the customer leave and come back between 6-7PM when the store is less busy.

    • D.

      Advise the customer to go to the customer service line and wait for assistance.

    Correct Answer
    A. Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.
    Explanation
    The associate should inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom. This shows that the associate acknowledges the customer's presence and their need for assistance, while also providing a solution by involving another associate to retrieve the bike. This ensures that the customer's needs are addressed and they are not left waiting indefinitely.

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  • 41. 

    A cashier notices that the line of customers waiting to check out is quickly growing. A cashier should:

    • A.

      Ackowledge the customers in the line and call for assistance.

    • B.

      Continue to ring out each customer as quickly as possible.

    • C.

      Tell the manager that more help is needed at the register.

    • D.

      Go get another associate to help.

    Correct Answer
    A. Ackowledge the customers in the line and call for assistance.
    Explanation
    In this situation, the cashier should acknowledge the customers in the line and call for assistance. This is because the line of customers is quickly growing, indicating that the cashier alone may not be able to handle the workload efficiently. By acknowledging the customers and calling for assistance, the cashier can ensure that the customers are attended to in a timely manner and prevent further delays. This shows good customer service and proactive problem-solving.

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  • 42. 

     Two employees are talking while they stock shelves with hosiery. A customer approaches them and asks for a specific brand. The employees should stop talking and then do which of these?

    • A.

      Politely tell the customers where to find the requested brand.

    • B.

      Point the customers in the directionof the requested brand.

    • C.

      Walk the customer over to the brand and ask color and size preferences.

    • D.

      Tell the customers exactly where to find the brand then go to the register to be ready

    Correct Answer
    C. Walk the customer over to the brand and ask color and size preferences.
    Explanation
    The correct answer is "Walk the customer over to the brand and ask color and size preferences." This option is the most appropriate because it not only helps the customer find the requested brand but also provides personalized assistance by asking about their color and size preferences. This ensures that the customer receives a satisfactory shopping experience and increases the likelihood of making a sale.

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  • 43. 

    A customer wants a golf bag with special features. An associate bring the customer to the specified bag he asked for. The customer says that the bag cost less at competitor down the street. What should the associate do next?

    • A.

      Tell other associates that the competitor is undercutting the cost of the golf bag.

    • B.

      Escort the customer to the manager's office to discuss pricing policy.

    • C.

      Tell the customer that buying elsewhere is understandable.

    • D.

      Suggest that the customer look at the display of less expensive bags.

    Correct Answer
    B. Escort the customer to the manager's office to discuss pricing policy.
    Explanation
    The associate should escort the customer to the manager's office to discuss pricing policy. This is the appropriate action because the customer has expressed that the bag costs less at a competitor's store. By bringing the customer to the manager's office, they can address the pricing concern and potentially offer a price match or explanation for the price difference. This shows that the associate is proactive in addressing customer concerns and finding a solution.

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  • 44. 

    A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do first?

    • A.

      Offer the customer a refund or store credit.

    • B.

      Test the customer's computer and determine whether there is a problem.

    • C.

      Give the customer a detailed explanation of how to use the feature.

    • D.

      Tell the customer that there have problems with this computer model and that there may be a better one available.

    Correct Answer
    B. Test the customer's computer and determine whether there is a problem.
    Explanation
    The associate should first test the customer's computer to determine whether there is a problem. This will help in identifying the specific issue and whether it is a result of a malfunction or user error. By testing the computer, the associate can provide an accurate assessment and then proceed with appropriate solutions such as troubleshooting, repairs, or replacements. Offering a refund or store credit, giving a detailed explanation, or suggesting a different computer model should only be considered after confirming the existence of a problem through testing.

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  • 45. 

    A short and slender man in his mid-30’s is having difficulty finding clothes in his size. An associate in the Men’s departments wants to meet the needs of the customer without offending him. What should the associate do?

    • A.

      Tell him that the store does not have anything in his size.

    • B.

      Send him to young mens department

    • C.

      Suggest he try a competitor's store that sells similar merchandise.

    • D.

      Introduce him to an associate in young mens who will be able to help him find his size.

    Correct Answer
    D. Introduce him to an associate in young mens who will be able to help him find his size.
    Explanation
    The associate should introduce the customer to an associate in the young men's department who will be able to help him find his size. This solution acknowledges the customer's difficulty in finding clothes that fit him without directly stating that the store does not have anything in his size, which could potentially offend him. By connecting the customer with someone who specializes in the young men's department, the associate is offering a solution that may increase the chances of finding clothes that fit the customer's needs.

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  • 46. 

    A customer comes to a store to pick up patio furniture that has been put on layaway. The scheduled pickup date was two weeks ago and no payments have been made. The customer is now ready to pay in full and take the purchase home. However, the stock clerk cannot find the umbrella that goes with the set. The customer insists the umbrella is needed. What is the best response?

    • A.

      Call another store location to see if the umbrella is available.

    • B.

      Offer the customer the choice of a comparable umbrella since it is needed today.

    • C.

      Apologize and let the customer know when more umbrellas should arrive.

    • D.

      Explain that the store does not have to keep merchandise on hand for more than a week.

    Correct Answer
    B. Offer the customer the choice of a comparable umbrella since it is needed today.
    Explanation
    The best response in this situation is to offer the customer the choice of a comparable umbrella since it is needed today. This response acknowledges the customer's need for the umbrella and provides a solution by offering a comparable alternative. It shows good customer service by addressing the customer's concern and finding a way to meet their needs.

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  • 47. 

    A customer in a sunglass store would like some help buying a new pair of sunglasses.  After selecting a $100 pair, the customer is concerned that the lenses will scratch. How should the associate respond to this question?

    • A.

      Offer an alternative pair

    • B.

      Inform the customer that the lenses may scratch and suggest not buying them if concerned

    • C.

      Tell the customer that each pair comes with a one-year warranty covering damage to lenses.

    Correct Answer
    C. Tell the customer that each pair comes with a one-year warranty covering damage to lenses.
    Explanation
    The associate should respond to the customer's concern by informing them that each pair of sunglasses comes with a one-year warranty covering damage to the lenses. This reassures the customer that if the lenses do get scratched, they will be able to get them repaired or replaced within the warranty period.

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  • 48. 

    A customer’s child slips and falls in a hotel lobby. The child gets a scratch on the elbow, but appears to be otherwise unhurt. What should the employee do first?

    • A.

      Ask the parent if the child is okay?

    • B.

      Call paramedics.

    • C.

      Fill out an incident report.

    • D.

      Notify the hotel manager.

    Correct Answer
    A. Ask the parent if the child is okay?
    Explanation
    In this situation, the most immediate and appropriate action for the employee to take is to ask the parent if the child is okay. This shows concern for the well-being of the child and allows the parent to provide any necessary information or request further assistance if needed. Calling paramedics or filling out an incident report can be done after ensuring the immediate safety and well-being of the child. Notifying the hotel manager may also be necessary, but it is not the first priority in this situation.

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  • 49. 

    An associate takes a call from an upset customer who received an overdraft notice on a checking account. The customer is yelling and cursing. What is the best first response by the associate?

    • A.

      Ask the customer to calm down, and then express genuine interests in solving the problem.

    • B.

      Listen and then tell the customer that someone will look into the account

    • C.

      Put the customer on hold and talk with another associate about the situation.

    • D.

      Ask the manager to talk with the customer.

    Correct Answer
    A. Ask the customer to calm down, and then express genuine interests in solving the problem.
    Explanation
    The best first response by the associate is to ask the customer to calm down and then express genuine interest in solving the problem. This approach acknowledges the customer's emotions and shows empathy, while also demonstrating a willingness to help and find a solution. It is important to address the customer's concerns and make them feel heard before moving forward with any further actions or solutions.

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  • 50. 

    A sales associate in a jewelry store is showing a watch to a customer who cannot hear. The customer communicates through sign language. Which of the following would be the most appropriate way to help her?

    • A.

      Tell her abou the watch and hope she reads lips.

    • B.

      Hand the watch to her to inspect.

    • C.

      Give her the watch and a pen and paper to write down any questions.

    • D.

      Make eye contact and smile while holding up the watch for her to see.

    Correct Answer
    C. Give her the watch and a pen and paper to write down any questions.
    Explanation
    The most appropriate way to help the customer who cannot hear and communicates through sign language would be to give her the watch and a pen and paper to write down any questions. This allows the customer to inspect the watch visually and communicate her needs or concerns effectively through writing. It ensures effective communication and understanding between the sales associate and the customer.

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