MS French's Customer Service For Retail

26 Questions | Total Attempts: 224

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MS French

Question geared toward the NRF exam


Questions and Answers
  • 1. 
    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:
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      Thank the customer politely for coming into the store

  • 2. 
    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:
    • A. 

      Every workspace is warm or cool enough

    • B. 

      Employees keep their hair covered

    • C. 

      Food waste is in a can with a lid

    • D. 

      The items in the display window are fresh

  • 3. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 4. 
    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?
    • A. 

      Approach the child and ask open-ended questions

    • B. 

      Direct customers and employees away from the area

    • C. 

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

    • D. 

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

  • 5. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 6. 
    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  
    • A. 

      Thought the dues paid were too high

    • B. 

      Wanted a club that provided more than discounts

    • C. 

      Wished to use a different club card for auto repairs

    • D. 

      Expected the club to provide a greater variety of discounts

  • 7. 
    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?
    • A. 

      Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream, and offer to hold his selections

    • B. 

      Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store

    • C. 

      Excuse herself from the first customer briefly and let the second customer know that he will have to pay for anything his child might damage

    • D. 

      Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive

  • 8. 
    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?
    • A. 

      Wait until no one is around and copy the returns quickly

    • B. 

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

    • C. 

      Consult store policy or the manager about using the copier

    • D. 

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

  • 9. 
    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  
    • A. 

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

    • B. 

      Nearby company has items that are no longer being made

    • C. 

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

    • D. 

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

  • 10. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 11. 
    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?
    • A. 

      Ring up the candy himself before the break begins

    • B. 

      Use another employee’s discount card to buy the candy

    • C. 

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

    • D. 

      Pay for the candy after the break is over

  • 12. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      Honor the expired coupon and thank the customer

  • 13. 
    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?  
    • A. 

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

    • B. 

      Remind the new employee to lock the case

    • C. 

      Lock the case immediately

    • D. 

      Alert the manager about the problem

  • 14. 
    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?  
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 15. 
    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?  
    • A. 

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

    • B. 

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

    • C. 

      Remind her about the store’s alteration and return policies

    • D. 

      Apologize and let her know the cost of additional alterations

  • 16. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 17. 
    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?  
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      Alert the manager that the new hire needs help

  • 18. 
    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?
    • A. 

      Ask the customer to fill out a card questioning the change

    • B. 

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

    • C. 

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

    • D. 

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

  • 19. 
    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?
    • A. 

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

    • B. 

      Offer a coupon or gift card towards her next purchase

    • C. 

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

    • D. 

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

  • 20. 
    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?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 21. 
    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:  
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

      Apologize and end the call as quickly as possible

  • 22. 
    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?
    • 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

  • 23. 
    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:  
    • A. 

      $100.00

    • B. 

      $139.00

    • C. 

      $144.00

    • D. 

      $150.00

  • 24. 
    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?  
    • A. 

      Refer the customer to a supervisor

    • B. 

      Apologize and offer to locate and then deliver the stereo

    • C. 

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

    • D. 

      Sell the customer a new stereo at a reduced price

  • 25. 
    An angry customer returns pants that are faded after the first washing.  What should the associate do?
    • A. 

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

    • B. 

      Contact the manufacturer to find out what went wrong

    • C. 

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

    • D. 

      Question the customer about how the pants were washed

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