Ms French's Customer Service For Retail

1. A customer enters the store with a dog. Animals are not allowed in the store. The customer appears to be blind. Which of these should the sales associate do?

Wait until the customer ask for help

Offer to help the customer

Tell the customer that dogs are not allowed in the store

Stay out of the customer’s way

Given that the customer appears to be blind and has entered the store with a dog, the most appropriate action for the sales associate would be to offer help to the customer. This is because the customer may require assistance navigating through the store or finding specific items. By offering help, the sales associate can ensure that the customer's needs are met and provide a positive shopping experience.

Explanation

Given that the customer appears to be blind and has entered the store with a dog, the most appropriate action for the sales associate would be to offer help to the customer. This is because the customer may require assistance navigating through the store or finding specific items. By offering help, the sales associate can ensure that the customer's needs are met and provide a positive shopping experience.

2. A customer calls a drugstore to inquire if a prescription is ready. The associate ask the customer to hold while checking on the prescription. After the associate puts the customer on hold, the prescription is located, but before the associate gets back to the customer, several customers come into the store and approach and ask for assistance. What should the associate do?

Ask another associate to talk with the customer on hold

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

Immediately get back to the customer on hold

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

The associate should acknowledge the in-store customers and call for assistance because they have approached and asked for help. It is important to provide good customer service to all customers, whether they are in-store or on the phone. After addressing the in-store customers, the associate should then get back to the customer on hold to provide them with the information they requested. This ensures that all customers are taken care of in a timely manner.

Explanation

The associate should acknowledge the in-store customers and call for assistance because they have approached and asked for help. It is important to provide good customer service to all customers, whether they are in-store or on the phone. After addressing the in-store customers, the associate should then get back to the customer on hold to provide them with the information they requested. This ensures that all customers are taken care of in a timely manner.

3. An associate has just spent 30 minutes showing a customer the features of a handheld computer. The customer says, “I can get this for a lot less over the Internet. Your prices are outrageous!” Which of these is the associate’s most professional response to the customer’s remark:

Return the computer to the case and begin to help another customer

Explain the benefits of buying from the store rather than the Internet

Ask the manager to try to convince the customer to buy in the store

Thank the customer politely for coming into the store

The associate's most professional response would be to explain the benefits of buying from the store rather than the Internet. This response shows that the associate is knowledgeable about the advantages of purchasing from the store and can provide valuable information to the customer. It also demonstrates the associate's commitment to customer service and willingness to address the customer's concerns.

Explanation

The associate's most professional response would be to explain the benefits of buying from the store rather than the Internet. This response shows that the associate is knowledgeable about the advantages of purchasing from the store and can provide valuable information to the customer. It also demonstrates the associate's commitment to customer service and willingness to address the customer's concerns.

4. A customer returns a recently purchased video game player and tells the store associate that it shuts down after ten minutes of use. The customer’s child is home sick and wants the player to keep busy. The item is covered by a one-year warranty. What should the associate do?

Point out that this particular video game player has had many complaints

Allow the customer to exchange the video game player today since the item is under warranty

Ask what the customer’s child was doing to make the player stop working

Put the customer at ease by saying “I know how it is when a child is sick”.

The correct answer is to allow the customer to exchange the video game player today since the item is under warranty. This is the appropriate action because the customer has reported a specific issue with the product, and the item is still covered by the one-year warranty. By allowing the customer to exchange the player, the store is fulfilling their obligation to provide a functioning product to the customer.

Explanation

The correct answer is to allow the customer to exchange the video game player today since the item is under warranty. This is the appropriate action because the customer has reported a specific issue with the product, and the item is still covered by the one-year warranty. By allowing the customer to exchange the player, the store is fulfilling their obligation to provide a functioning product to the customer.

5. During a slow business period, an associate sees a new hire having trouble answering a customer’s questions. The customer is ready to leave. What should that associate do?

Step in and say, “here, let me help”, then ring the sale

Approach them and ask “Can I help answer any questions”?

Watch without interrupting and advise the new hire after the customer leaves

Alert the manager that the new hire needs help

The associate should approach the new hire and ask "Can I help answer any questions?" This shows a willingness to assist the new hire and the customer without taking over the situation completely. It allows the new hire to gain experience and learn from their mistakes, while still ensuring that the customer's needs are met.

Explanation

The associate should approach the new hire and ask "Can I help answer any questions?" This shows a willingness to assist the new hire and the customer without taking over the situation completely. It allows the new hire to gain experience and learn from their mistakes, while still ensuring that the customer's needs are met.

6. An associate has just begun a job at an office supply store. The associate has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven’t been explained yet. The associate decides to bring in tax returns to photocopy. Which of these is the associate’s best course of action?

Wait until no one is around and copy the returns quickly

Ask a coworker what everyone else does, and then do the same

Consult store policy or the manager about using the copier

Copy the returns any time during the shift when there are no customers

The associate's best course of action is to consult store policy or the manager about using the copier. This is the most appropriate and responsible action to take in order to ensure that the associate is following the correct procedures and guidelines set by the store. It is important to seek guidance from the manager or refer to store policy in situations where there is uncertainty or lack of information. This will help the associate make an informed decision and avoid any potential issues or violations.

Explanation

The associate's best course of action is to consult store policy or the manager about using the copier. This is the most appropriate and responsible action to take in order to ensure that the associate is following the correct procedures and guidelines set by the store. It is important to seek guidance from the manager or refer to store policy in situations where there is uncertainty or lack of information. This will help the associate make an informed decision and avoid any potential issues or violations.

7. Use the page from the personnel policy below to answer the question that follows.

A cashier at the Pharmaid decides to buy a candy bar to eat during break. According to the personnel policy shown, how should the cashier pay for the candy?

Ring up the candy himself before the break begins

Use another employee’s discount card to buy the candy

Ask someone else to ring up the candy after the break begins

Pay for the candy after the break is over

According to the personnel policy shown, the cashier should ask someone else to ring up the candy after the break begins. This means that the cashier is not allowed to ring up the candy himself before the break begins or use another employee's discount card to buy the candy. Additionally, the policy does not state that the cashier should pay for the candy after the break is over. Therefore, the correct option is to ask someone else to ring up the candy after the break begins.

Explanation

According to the personnel policy shown, the cashier should ask someone else to ring up the candy after the break begins. This means that the cashier is not allowed to ring up the candy himself before the break begins or use another employee's discount card to buy the candy. Additionally, the policy does not state that the cashier should pay for the candy after the break is over. Therefore, the correct option is to ask someone else to ring up the candy after the break begins.

8. A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer's questions. Another associate overhears the customer and offers to help. Which of these should the first associate do?

Politely refuse the help and try to answer the customer's questions anyway

Ignore the other associate, who probably only wants the commission on the sale

Let the other associate help the customer and look for another customer to help

Accept the offer of help and listen to the answers to the customer's questions

The first associate should accept the offer of help and listen to the answers to the customer's questions. This is the best course of action as it ensures that the customer receives accurate information and assistance. It also demonstrates teamwork and a commitment to providing excellent customer service.

Explanation

The first associate should accept the offer of help and listen to the answers to the customer's questions. This is the best course of action as it ensures that the customer receives accurate information and assistance. It also demonstrates teamwork and a commitment to providing excellent customer service.

9. The 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?

Refer the customer to a supervisor

Apologize and offer to locate and then deliver the stereo

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

Sell the customer a new stereo at a reduced price

The associate should apologize to the customer for the inconvenience and offer to locate and deliver the stereo. This shows empathy towards the customer's frustration and takes responsibility for the mistake. It also offers a solution to resolve the issue by finding the stereo and ensuring its delivery to the customer. Referring the customer to a supervisor may escalate the situation further, telling the customer the call was a mistake does not address the issue, and selling a new stereo at a reduced price may not be necessary or appropriate in this situation.

Explanation

The associate should apologize to the customer for the inconvenience and offer to locate and deliver the stereo. This shows empathy towards the customer's frustration and takes responsibility for the mistake. It also offers a solution to resolve the issue by finding the stereo and ensuring its delivery to the customer. Referring the customer to a supervisor may escalate the situation further, telling the customer the call was a mistake does not address the issue, and selling a new stereo at a reduced price may not be necessary or appropriate in this situation.

10. A superstore bakery recently changed from in-store baking to the company’s central baking plant. The bakery supervisor gives the associate a memo explaining the changes taking place. A customer asks a bakery associate why the changes are taking place. What should the associate do?

Ask the customer to fill out a card questioning the change

Use information in the memo to answer the customer’s questions

Explain that it is not clear why the company made the changes

Check with the supervisor about the best way to handle the customer’s questions

The associate should use the information in the memo to answer the customer's questions. Since the supervisor provided a memo explaining the changes, it is likely that the memo contains all the necessary information to address the customer's concerns. By referring to the memo, the associate can provide accurate and detailed explanations about why the changes are taking place. This ensures that the associate is providing consistent and reliable information to the customer.

Explanation

The associate should use the information in the memo to answer the customer's questions. Since the supervisor provided a memo explaining the changes, it is likely that the memo contains all the necessary information to address the customer's concerns. By referring to the memo, the associate can provide accurate and detailed explanations about why the changes are taking place. This ensures that the associate is providing consistent and reliable information to the customer.

11. A toy store is running a promotion. Customers who spend more than $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 would be approximately:

$100.00

$139.00

$144.00

$150.00

If the customer buys a bicycle for $159.99 and the promotion offers a 10% discount for purchases over $100, then the total purchase will be $159.99 - (10% of $159.99) = $144.00.

Explanation

If the customer buys a bicycle for $159.99 and the promotion offers a 10% discount for purchases over $100, then the total purchase will be $159.99 - (10% of $159.99) = $144.00.

12. A customer wants a specific baseball card set. The store is currently out of stock, but may be receiving another shipment on Friday. What should the sales associate do?

Apologize for being out of stock and suggest checking with a local competitor

Take the customer’s name and number, and call when the item is back in stock

Ask the customer to come in on Friday to see if the item came in

Ask the customer to call on Friday to see if the item has come in

The sales associate should take the customer's name and number and call them when the item is back in stock. This ensures that the customer is notified as soon as the item becomes available again, allowing them to purchase it. Apologizing for being out of stock and suggesting checking with a local competitor may not be helpful to the customer, as they specifically want the baseball card set from this store. Asking the customer to come in on Friday or call on Friday to check if the item has come in may inconvenience the customer and may not guarantee that they will be able to purchase the item.

Explanation

The sales associate should take the customer's name and number and call them when the item is back in stock. This ensures that the customer is notified as soon as the item becomes available again, allowing them to purchase it. Apologizing for being out of stock and suggesting checking with a local competitor may not be helpful to the customer, as they specifically want the baseball card set from this store. Asking the customer to come in on Friday or call on Friday to check if the item has come in may inconvenience the customer and may not guarantee that they will be able to purchase the item.

13.

The owner of a deli tells an employee that a state health inspector will be visiting that day. The owner asks the employee to help prepare for the inspection. The owner writes out a list of the regulations that the health inspector will check. To help the deli pass inspection, the employee must make sure that:

Every workspace is warm or cool enough

Employees keep their hair covered

Food waste is in a can with a lid

The items in the display window are fresh

The employee must ensure that food waste is placed in a can with a lid in order to help the deli pass the health inspection. This is important because it prevents any potential contamination or pests from accessing the food waste, which could lead to health and safety concerns. By properly disposing of food waste in a covered container, the deli demonstrates good sanitation practices and compliance with regulations.

Explanation

The employee must ensure that food waste is placed in a can with a lid in order to help the deli pass the health inspection. This is important because it prevents any potential contamination or pests from accessing the food waste, which could lead to health and safety concerns. By properly disposing of food waste in a covered container, the deli demonstrates good sanitation practices and compliance with regulations.

14. A store manager asks a new associate to straighten stock on the display shelves. During a lunch-hour rush, only one register is open, and the line of customers is growing. Some customers put down their selections and leave the store without buying. The associate has been trained on the register, but hasn’t handled it alone. The manager is at lunch and cannot be consulted. Which of these is the associate’s best course of action?

Continue straightening the stock because that is the assignment the manager gave before leaving for lunch

Apologize to customers in line and tell them that the wait is unusual and the manager will be back soon

Open another register, since the associate knows how to operate it even without having done it alone

Stop straightening stock and help the cashier by bagging, finding items, and getting the selections ready to be rung up

During a lunch-hour rush with only one register open, the associate's priority should be to assist the cashier and ensure smooth operations. By stopping to straighten stock and helping with tasks like bagging, finding items, and getting selections ready to be rung up, the associate can help reduce wait times and improve customer satisfaction. This is the best course of action in the given situation as it prioritizes customer service and operational efficiency over other tasks assigned by the manager.

Explanation

During a lunch-hour rush with only one register open, the associate's priority should be to assist the cashier and ensure smooth operations. By stopping to straighten stock and helping with tasks like bagging, finding items, and getting selections ready to be rung up, the associate can help reduce wait times and improve customer satisfaction. This is the best course of action in the given situation as it prioritizes customer service and operational efficiency over other tasks assigned by the manager.

15. An angry customer returns pants that are faded after the first washing. What should the associate do?

Look at the label to determine if the pants are designed to fade

Contact the manufacturer to find out what went wrong

Exchange the pants and go over the washing instructions with the customer

Question the customer about how the pants were washed

The associate should exchange the pants and go over the washing instructions with the customer. This is the appropriate action because the customer is unhappy with the faded pants after the first washing. By exchanging the pants, the associate can provide the customer with a new pair that is not faded. Going over the washing instructions with the customer can help prevent future issues and ensure that the customer is properly caring for the pants.

Explanation

The associate should exchange the pants and go over the washing instructions with the customer. This is the appropriate action because the customer is unhappy with the faded pants after the first washing. By exchanging the pants, the associate can provide the customer with a new pair that is not faded. Going over the washing instructions with the customer can help prevent future issues and ensure that the customer is properly caring for the pants.

16. A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago and that the lights on the truck do not work. Which of these should the associate say FIRST?

"Are you sure that you bought the truck at this store? Do you have your receipt, please?"

"With this kind of toy, it's always best to check the batteries first. Let me check them for you."

" We've never had any complaints about this truck before. What do you think your son did to it?"

"We've had a lot of complaints about that truck. You might want to contact the manufacturer."

The associate should suggest checking the batteries first because it is a common issue with toys that have lights. By checking the batteries, the associate can quickly determine if that is the problem and resolve it easily. This approach is practical and efficient in addressing the customer's concern.

Explanation

The associate should suggest checking the batteries first because it is a common issue with toys that have lights. By checking the batteries, the associate can quickly determine if that is the problem and resolve it easily. This approach is practical and efficient in addressing the customer's concern.

17. A fitness center’s soft drink machine has been empty for two weeks. When the delivery person arrives to refill the machine, the fitness center’s manager complains that the fitness center lost money. What should the delivery person do?

Tell the manager that the usual delivery person has been on vacation and they were shorthanded

Apologize and tell the manager the delivery person is not responsible for scheduling

Apologize and offer to work out a regular delivery schedule with a manager

Tell the manager “OK”, fill the machine and go to the next delivery

The correct answer is to apologize and offer to work out a regular delivery schedule with the manager. This is the most appropriate response because it acknowledges the manager's complaint and takes responsibility for the issue. By offering to establish a regular delivery schedule, the delivery person is showing a commitment to ensuring that the fitness center's soft drink machine is always stocked in the future, thus preventing any potential loss of money.

Explanation

The correct answer is to apologize and offer to work out a regular delivery schedule with the manager. This is the most appropriate response because it acknowledges the manager's complaint and takes responsibility for the issue. By offering to establish a regular delivery schedule, the delivery person is showing a commitment to ensuring that the fitness center's soft drink machine is always stocked in the future, thus preventing any potential loss of money.

18. An associate makes a follow up call to a customer about a product recently purchased. The customer says that she wants to return the product because it does not meet her needs. What should the associate do FIRST?

Tell the customer that the manager will be in touch very soon

Offer a coupon or gift card towards her next purchase

Suggest that the customer return to the store and try another product

Ask what features she needs and offer a product that will meet her needs

The associate should first ask the customer what features she needs and then offer a product that will meet her needs. By doing this, the associate can understand the customer's specific requirements and provide a suitable solution. This approach demonstrates good customer service by actively listening to the customer and offering personalized assistance.

Explanation

The associate should first ask the customer what features she needs and then offer a product that will meet her needs. By doing this, the associate can understand the customer's specific requirements and provide a suitable solution. This approach demonstrates good customer service by actively listening to the customer and offering personalized assistance.

19. Use the glossary below to answer the question that follows.

The manager of the shipping and receiving department of a furniture store asks an employee to find out if a vendor in the region carries certain discontinued items. The manager wants to know if a

Person living in the same part of the state has items that are no longer available

Nearby company has items that are no longer being made

Nearby company has a list of products made on the same date

Person has called and asked for items that the store doesn't have in stock

The correct answer suggests that the manager wants to know if a nearby company carries certain discontinued items. This implies that the manager is looking for items that are no longer being made, and wants to find out if the nearby company still has them in stock.

Explanation

The correct answer suggests that the manager wants to know if a nearby company carries certain discontinued items. This implies that the manager is looking for items that are no longer being made, and wants to find out if the nearby company still has them in stock.

20. A customer service representative in a bridal shop helped a customer choose her wedding dress. The customer had alterations made to her dress. Two weeks later, she called to complain that the dress is still too long. What should the representative do first?

Show empathy and ask that she come into meet with someone in alterations

Ask her if she tried on the dress before she picked it up

Remind her about the store’s alteration and return policies

Apologize and let her know the cost of additional alterations

The best course of action for the representative is to show empathy and ask the customer to come in to meet with someone in alterations. By showing empathy, the representative acknowledges the customer's frustration and demonstrates that they are willing to help. Asking the customer to come in allows the representative to assess the dress in person and address any concerns or issues with the alterations. This approach shows a proactive and customer-centric mindset, aiming to find a solution to the problem.

Explanation

The best course of action for the representative is to show empathy and ask the customer to come in to meet with someone in alterations. By showing empathy, the representative acknowledges the customer's frustration and demonstrates that they are willing to help. Asking the customer to come in allows the representative to assess the dress in person and address any concerns or issues with the alterations. This approach shows a proactive and customer-centric mindset, aiming to find a solution to the problem.

21. A clothing shop has this sign clearly posted on the door:

PLEASE no food or drink to be brought into the store. Thank you!

An associate is ringing up a customer and sees that another customer has a small child who is eating a dripping ice cream cone. The child is standing near a display of silk shirts. Which of these is the associate's best response?

The associate's best response would be to briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream, and offer to hold his selections. This response addresses the issue of the child eating in the store, which goes against the store's policy. By interrupting the first customer's transaction, the associate shows that they prioritize enforcing the store's rules. Asking the second customer kindly to dispose of the ice cream and offering to hold his selections demonstrates a polite and helpful approach to resolving the situation.

Explanation

The associate's best response would be to briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream, and offer to hold his selections. This response addresses the issue of the child eating in the store, which goes against the store's policy. By interrupting the first customer's transaction, the associate shows that they prioritize enforcing the store's rules. Asking the second customer kindly to dispose of the ice cream and offering to hold his selections demonstrates a polite and helpful approach to resolving the situation.

22. An associate for training sees a new employee leave a jewelry case unlocked. The new employee then leaves the area. What do you do FIRST?

Watch the case to make sure customers don’t open it

Remind the new employee to lock the case

Lock the case immediately

Alert the manager about the problem

In this situation, the first thing to do is to lock the jewelry case immediately. This is important to ensure the security of the valuable items inside and prevent any potential theft or damage. Alerting the manager about the problem can be done after securing the case. Watching the case to prevent customers from opening it or reminding the new employee to lock the case can be done as additional measures, but the priority is to lock the case first.

Explanation

In this situation, the first thing to do is to lock the jewelry case immediately. This is important to ensure the security of the valuable items inside and prevent any potential theft or damage. Alerting the manager about the problem can be done after securing the case. Watching the case to prevent customers from opening it or reminding the new employee to lock the case can be done as additional measures, but the priority is to lock the case first.

23. A hardware store has this sign displayed at its entrance.

One day, an associate sees a child bump into a shelf of industrial strength cleaners. A bottle falls off the shelf and breaks. Its contents spill on the floor. The child runs to a parent in the next aisle, who doesn’t seem to notice what happened. Which of these shouldbe the associate's FIRST response?

Approach the child and ask open-ended questions

Direct customers and employees away from the area

Calmly clean the spill according to the directions on one of the bottles still on the shelf

Let the parent know about the damage and tactfully ask for payment according to the policy

The associate's first response should be to direct customers and employees away from the area. This is important to ensure the safety of everyone in the store and prevent any accidents or injuries. By redirecting people away from the spill, the associate can minimize the risk and create a safe environment.

Explanation

The associate's first response should be to direct customers and employees away from the area. This is important to ensure the safety of everyone in the store and prevent any accidents or injuries. By redirecting people away from the spill, the associate can minimize the risk and create a safe environment.

24. A customer orders take-out from a restaurant and wants to use an expired coupon. The restaurant prides itself on customer service and satisfaction. What should the server do about the coupon?

Tell the Customer that the coupon is expired, so full price will be charged

Take the order and the coupon, then charge full price at pick-up

Ask the customer to return tomorrow with the coupon from tomorrow’s newspaper

Honor the expired coupon and thank the customer

The server should honor the expired coupon and thank the customer. This is because the restaurant prides itself on customer service and satisfaction. By honoring the coupon, the restaurant shows that they value their customers and want to provide a positive experience.

Explanation

The server should honor the expired coupon and thank the customer. This is because the restaurant prides itself on customer service and satisfaction. By honoring the coupon, the restaurant shows that they value their customers and want to provide a positive experience.

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

Suggest that the customer order the item from another store or through the store catalog

Offer to search for the item in another store and follow up with the customer

Apologize and suggest a similar item and offer to send it to the customer without a shipping fee

Apologize and end the call as quickly as possible

The best approach to serving this customer is to offer to search for the item in another store and follow up with the customer. This shows that the associate is willing to go the extra mile to help the customer find what they are looking for. It also demonstrates good customer service by taking responsibility for resolving the issue and providing a solution.

Explanation

The best approach to serving this customer is to offer to search for the item in another store and follow up with the customer. This shows that the associate is willing to go the extra mile to help the customer find what they are looking for. It also demonstrates good customer service by taking responsibility for resolving the issue and providing a solution.

26. Use the letter below to answer the question that follows XYZ Travel Club 55 Main Street Business City, USA 55555 Dear Staff: I am disappointed with your club’s service. Your ads promised hotel discounts and “the usual high quality auto travel benefits.” When I paid my dues, I assumed that roadside assistance would be one of those “usual” benefits. I have checked with three other travel clubs, and they all provide hotel discounts AND roadside assistance. Here is my club card. Please cancel my membership in your club. I have joined one of the other three clubs. Sincerely, Jamie Doe

A customer service representative at the travel club received this letter. The travel club is a nationwide, membership organization that offers hotel discounts to travelers who join the club. The customer canceled the membership because the customer

Thought the dues paid were too high

Wanted a club that provided more than discounts

Wished to use a different club card for auto repairs

Expected the club to provide a greater variety ofdiscounts

The customer canceled the membership because they wanted a club that provided more than just hotel discounts. They mentioned that they assumed roadside assistance would be included as one of the "usual" benefits, but found out that other travel clubs offer both hotel discounts and roadside assistance. Therefore, they decided to cancel their membership and join one of the other clubs that provide more comprehensive benefits.

Explanation

The customer canceled the membership because they wanted a club that provided more than just hotel discounts. They mentioned that they assumed roadside assistance would be included as one of the "usual" benefits, but found out that other travel clubs offer both hotel discounts and roadside assistance. Therefore, they decided to cancel their membership and join one of the other clubs that provide more comprehensive benefits.

MS French's Customer Service For Retail