Customer Service Satisfaction Quiz Questions

1. 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:

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.

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

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

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

The correct answer is to apologize to the customer and assure them that you will get the manager to help resolve the issue. This response shows empathy towards the customer's situation and a willingness to assist them in finding a solution. By involving the manager, the problem can be addressed and resolved effectively.

Explanation

The correct answer is to apologize to the customer and assure them that you will get the manager to help resolve the issue. This response shows empathy towards the customer's situation and a willingness to assist them in finding a solution. By involving the manager, the problem can be addressed and resolved effectively.

2. 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:

Apologize and end the call

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

Suggest that the customer check with a competitor

Suggest that the customer check back in a couple of weeks

The best approach to serving the customer in this situation is to apologize for not having the item in the store and then 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 problem. This approach ensures that the customer feels valued and taken care of, even if the desired item is not available.

Explanation

The best approach to serving the customer in this situation is to apologize for not having the item in the store and then 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 problem. This approach ensures that the customer feels valued and taken care of, even if the desired item is not available.

3. You come into work and see some rubbish near the front door. You should...

Pick it up, it would create a bad impression to customers.

Leave it, it's the cleaners job.

It's outside, it doesn't matter.

It is important to pick up the rubbish near the front door because it would create a bad impression to customers. Maintaining a clean and tidy environment is crucial for providing a positive experience to customers and showing professionalism in the workplace. Leaving it for the cleaners may result in a negative impression and reflect poorly on the business. Additionally, taking responsibility for keeping the workplace clean demonstrates good work ethic and a sense of ownership.

Explanation

It is important to pick up the rubbish near the front door because it would create a bad impression to customers. Maintaining a clean and tidy environment is crucial for providing a positive experience to customers and showing professionalism in the workplace. Leaving it for the cleaners may result in a negative impression and reflect poorly on the business. Additionally, taking responsibility for keeping the workplace clean demonstrates good work ethic and a sense of ownership.

4. We should make sure to show great tenacity and willingness to do what needs to be done

True

False

Showing great tenacity and willingness to do what needs to be done is important because it demonstrates determination, perseverance, and a proactive attitude towards completing tasks and achieving goals. This attitude is often valued in various contexts, such as work, education, and personal development. It shows a strong work ethic and a commitment to overcoming obstacles and challenges. Therefore, it is true that we should make sure to show great tenacity and willingness to do what needs to be done.

Explanation

Showing great tenacity and willingness to do what needs to be done is important because it demonstrates determination, perseverance, and a proactive attitude towards completing tasks and achieving goals. This attitude is often valued in various contexts, such as work, education, and personal development. It shows a strong work ethic and a commitment to overcoming obstacles and challenges. Therefore, it is true that we should make sure to show great tenacity and willingness to do what needs to be done.

5. 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?

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

Send him to young mens department

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

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

The associate should introduce the customer to an associate in the young mens department who will be able to help him find his size. This option shows empathy towards the customer's needs and offers a solution without directly stating that the store does not have anything in his size. By introducing the customer to someone who can assist him, the associate is being helpful and respectful, avoiding any potential offense.

Explanation

The associate should introduce the customer to an associate in the young mens department who will be able to help him find his size. This option shows empathy towards the customer's needs and offers a solution without directly stating that the store does not have anything in his size. By introducing the customer to someone who can assist him, the associate is being helpful and respectful, avoiding any potential offense.

6. When you look professional, you will act professionally.

True

False

Looking professional often leads to acting professionally because our outward appearance and presentation can influence our mindset and behavior. When we dress and present ourselves in a professional manner, we tend to feel more confident and competent, which can translate into behaving in a professional manner. Additionally, when we are perceived as professional by others, we are more likely to be treated with respect and taken seriously, further reinforcing professional behavior. Therefore, there is a strong correlation between looking professional and acting professionally.

Explanation

Looking professional often leads to acting professionally because our outward appearance and presentation can influence our mindset and behavior. When we dress and present ourselves in a professional manner, we tend to feel more confident and competent, which can translate into behaving in a professional manner. Additionally, when we are perceived as professional by others, we are more likely to be treated with respect and taken seriously, further reinforcing professional behavior. Therefore, there is a strong correlation between looking professional and acting professionally.

7. Good customer service always involves...

Giving the customer what they ask for.

Listening to your customer and showing you care.

Enforcing the rules.

You can't always give a customer what they ask for. You can always listen and show that you care about their views and experience of your service.

Explanation

You can't always give a customer what they ask for. You can always listen and show that you care about their views and experience of your service.

8. When customers call to get support resolving queries, the best Customer Service Representative will be...

The employee who resolves their problem most quickly.

The most knowledgeable employee.

The employee who listens and shows they understand the customer's query and cares about resolving it.

Customers appreciate someone who listens and shows they understand, more than someone who solves the problem quickly but shows no empathy.

Explanation

Customers appreciate someone who listens and shows they understand, more than someone who solves the problem quickly but shows no empathy.

9. To understand customers, you need to get close to them, stay tuned in to them, and think like them.

True

False

The statement suggests that in order to understand customers, one needs to establish a close relationship with them, stay updated on their needs and preferences, and adopt their perspective. This implies that understanding customers requires empathy and active engagement rather than a passive approach. Therefore, the answer "True" aligns with the idea that getting close to customers, staying tuned in to them, and thinking like them are essential for understanding their needs and preferences.

Explanation

The statement suggests that in order to understand customers, one needs to establish a close relationship with them, stay updated on their needs and preferences, and adopt their perspective. This implies that understanding customers requires empathy and active engagement rather than a passive approach. Therefore, the answer "True" aligns with the idea that getting close to customers, staying tuned in to them, and thinking like them are essential for understanding their needs and preferences.

10. When a customer complains you should always...

Apologise.

Defend your or the companies actions.

Tell the customer it wasn't your fault.

Even if it wasn't your or the companies fault, an apology is always polite and goes a long way to making a customer feel you care.

Explanation

Even if it wasn't your or the companies fault, an apology is always polite and goes a long way to making a customer feel you care.

11. Time Management SkillsDo not waste time trying to solve a problem you do not know how to resolve, the trick here is t0 know when you cannot help a customer and

Get them to someone who can solve the problem

Try to help them anyway

Tell them tough luck

Blow up canada

The correct answer is "Get them to someone who can solve the problem." This is because if you do not know how to resolve a problem, it is important to recognize your limitations and not waste time trying to solve it yourself. Instead, you should direct the customer to someone who has the expertise to help them and can provide a solution. This approach ensures efficient time management and ensures that the customer's issue is addressed effectively.

Explanation

The correct answer is "Get them to someone who can solve the problem." This is because if you do not know how to resolve a problem, it is important to recognize your limitations and not waste time trying to solve it yourself. Instead, you should direct the customer to someone who has the expertise to help them and can provide a solution. This approach ensures efficient time management and ensures that the customer's issue is addressed effectively.

12.
An effective way to approach a problem is:

Complain to the supervisor

Offer a reasonable alternative solution to your customer or supervisor

Ignore the customer's odd requests

Listen attentively and then pass it on to the boss

Offering a reasonable alternative solution to your customer or supervisor is an effective way to approach a problem because it shows problem-solving skills and a willingness to find a solution. By providing an alternative, you demonstrate that you have considered the issue and are actively working towards resolving it. This approach promotes effective communication and collaboration, as it allows for open discussion and the possibility of finding a mutually beneficial solution. It also shows a proactive attitude and a commitment to customer satisfaction or meeting the needs of your supervisor.

Explanation

Offering a reasonable alternative solution to your customer or supervisor is an effective way to approach a problem because it shows problem-solving skills and a willingness to find a solution. By providing an alternative, you demonstrate that you have considered the issue and are actively working towards resolving it. This approach promotes effective communication and collaboration, as it allows for open discussion and the possibility of finding a mutually beneficial solution. It also shows a proactive attitude and a commitment to customer satisfaction or meeting the needs of your supervisor.

13. You are talking to a customer over the phone, they are explaining a complicated query . You should...

Tell the customer you can't help them, it sounds way too complicated.

Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them.

Interrupt the customer to offer a solution to their query, they are taking too long!

By passively listening and allowing someone to talk, then repeating back what they have said - you show the customer you were listening and most importantly have understood what they have said.

Explanation

By passively listening and allowing someone to talk, then repeating back what they have said - you show the customer you were listening and most importantly have understood what they have said.

14. Your colleague is complaining about the team's Supervisor in front of their customer. Should you...

Let them carry on, the customer might feel sorry for you and leave a tip.

Say nothing, you don't like the Team Supervisor either.

Take them to one side away from the customer and politely ask them to stop.

This creates a bad impression in front of customers and could get your colleague in trouble if the customer comes back and complains.

Explanation

This creates a bad impression in front of customers and could get your colleague in trouble if the customer comes back and complains.

15. If you had a customer who had a problem or query, what might you do to help them?

Ignor them

Wait for them to ask someone else

Ask them what the problem is

Asking the customer what the problem is would be the most appropriate and helpful response in this situation. By directly engaging with the customer and asking for more information about their issue or query, it demonstrates a willingness to assist and find a solution. This approach allows for effective communication and understanding of the customer's needs, enabling the customer service representative to provide the necessary support and resolve the problem efficiently.

Explanation

Asking the customer what the problem is would be the most appropriate and helpful response in this situation. By directly engaging with the customer and asking for more information about their issue or query, it demonstrates a willingness to assist and find a solution. This approach allows for effective communication and understanding of the customer's needs, enabling the customer service representative to provide the necessary support and resolve the problem efficiently.

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

Ask one passenger to volunteer to take a later flight

Ask both passengers to immediately exit the plane

Let the passengers work through the issue themselves

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

The flight attendant should first listen to the passengers explain the problem and then ask to see their tickets. This will allow the flight attendant to gather information about the situation and verify which passenger is assigned to the seat in question. By listening to the passengers and examining their tickets, the flight attendant can determine the correct course of action to resolve the dispute.

Explanation

The flight attendant should first listen to the passengers explain the problem and then ask to see their tickets. This will allow the flight attendant to gather information about the situation and verify which passenger is assigned to the seat in question. By listening to the passengers and examining their tickets, the flight attendant can determine the correct course of action to resolve the dispute.

17. When listening actively, affirm to show the customer that you:

Are paying attention.

Are busy with other matters.

Have other customers to deal with.

Are not responsible for his or her problems.

When listening actively, affirming to show the customer that you are paying attention is important. This helps to build rapport and trust with the customer, as it demonstrates that you are fully engaged in the conversation and genuinely interested in understanding their needs. By affirming, such as through nodding or using verbal cues like "yes" or "I see," you are indicating that you are actively listening and focused on their concerns. This can help the customer feel valued and understood, leading to better communication and problem-solving.

Explanation

When listening actively, affirming to show the customer that you are paying attention is important. This helps to build rapport and trust with the customer, as it demonstrates that you are fully engaged in the conversation and genuinely interested in understanding their needs. By affirming, such as through nodding or using verbal cues like "yes" or "I see," you are indicating that you are actively listening and focused on their concerns. This can help the customer feel valued and understood, leading to better communication and problem-solving.

18. A supervisor may criticize an employee in order to:

Assist that employee in understanding a better or more effective way to do something

Show an employee who is the boss

Feel good about themselves

Ensure the employee knows exactly who the persons are in their chain-of-command

A supervisor may criticize an employee in order to assist that employee in understanding a better or more effective way to do something. By providing constructive feedback and pointing out areas for improvement, the supervisor aims to help the employee grow and develop their skills. This feedback can lead to increased productivity and overall success for both the employee and the organization.

Explanation

A supervisor may criticize an employee in order to assist that employee in understanding a better or more effective way to do something. By providing constructive feedback and pointing out areas for improvement, the supervisor aims to help the employee grow and develop their skills. This feedback can lead to increased productivity and overall success for both the employee and the organization.

19. 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?

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

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

Explain to the customer that deliveries often run behind schedule

Tell the customer to call the delivery department

The Customer Service Associate should apologize for the delay in delivering the sofa and offer to arrange a new delivery time that is convenient for the customer. This response shows empathy towards the customer's situation and takes responsibility for the delay. It aims to resolve the issue and ensure customer satisfaction by accommodating their needs.

Explanation

The Customer Service Associate should apologize for the delay in delivering the sofa and offer to arrange a new delivery time that is convenient for the customer. This response shows empathy towards the customer's situation and takes responsibility for the delay. It aims to resolve the issue and ensure customer satisfaction by accommodating their needs.

20. 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?

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

Ask another associate to talk with the customer on hold.

Immediately get back to the customer on hold.

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

The associate should acknowledge the in-store customers and call for assistance before getting back to the customer on hold. This is the most appropriate action to take in order to provide good customer service to both the in-store customers and the customer on hold. By acknowledging the in-store customers and calling for assistance, the associate is showing that they are aware of their presence and their needs, and they are taking steps to address them. Once the immediate needs of the in-store customers are attended to, the associate can then prioritize getting back to the customer on hold to provide them with the information they need about their prescription.

Explanation

The associate should acknowledge the in-store customers and call for assistance before getting back to the customer on hold. This is the most appropriate action to take in order to provide good customer service to both the in-store customers and the customer on hold. By acknowledging the in-store customers and calling for assistance, the associate is showing that they are aware of their presence and their needs, and they are taking steps to address them. Once the immediate needs of the in-store customers are attended to, the associate can then prioritize getting back to the customer on hold to provide them with the information they need about their prescription.

21. Which of the following is an excellent customer service practice?

Not taking responsibility for a customer's problem.

Blaming someone else for a customer's problem, and referring the customer to your supervisor.

Making promises to calm a customer down, whether or not you will be able to follow through on the promise.

Following up with a customer to make sure his or her problem was corrected.

Following up with a customer to make sure his or her problem was corrected is an excellent customer service practice because it shows a commitment to resolving the issue and ensuring customer satisfaction. It demonstrates that the company values its customers and takes their concerns seriously. By following up, the company can also identify any further needs or concerns the customer may have, allowing for continued support and a positive customer experience.

Explanation

Following up with a customer to make sure his or her problem was corrected is an excellent customer service practice because it shows a commitment to resolving the issue and ensuring customer satisfaction. It demonstrates that the company values its customers and takes their concerns seriously. By following up, the company can also identify any further needs or concerns the customer may have, allowing for continued support and a positive customer experience.

22. If you where unable to answer the customer's question, query or problem what might you do?

Tell them to come back later

Ask a colleague or supervisor

Tell them you do not know the answer

If you are unable to answer the customer's question or problem, asking a colleague or supervisor is a good course of action. This shows that you are proactive in finding a solution and are willing to seek help when needed. It also ensures that the customer's query or problem is addressed by someone who may have more knowledge or experience in that area.

Explanation

If you are unable to answer the customer's question or problem, asking a colleague or supervisor is a good course of action. This shows that you are proactive in finding a solution and are willing to seek help when needed. It also ensures that the customer's query or problem is addressed by someone who may have more knowledge or experience in that area.

23. Customer loyalty is an emotional tie of trust.

True

False

Customer loyalty is indeed an emotional tie of trust. When customers feel a sense of trust and emotional connection towards a brand or company, they are more likely to continue purchasing from them and remain loyal. This emotional tie is built through positive experiences, consistent quality, and effective communication, which all contribute to the establishment of trust. Therefore, the statement "Customer loyalty is an emotional tie of trust" is true.

Explanation

Customer loyalty is indeed an emotional tie of trust. When customers feel a sense of trust and emotional connection towards a brand or company, they are more likely to continue purchasing from them and remain loyal. This emotional tie is built through positive experiences, consistent quality, and effective communication, which all contribute to the establishment of trust. Therefore, the statement "Customer loyalty is an emotional tie of trust" is true.

24. 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?

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

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

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

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

The associate should inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom. This ensures that the customer is aware of the situation and that their needs will still be attended to by another associate. It shows good customer service by acknowledging the customer's presence and providing a solution to their problem.

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 ensures that the customer is aware of the situation and that their needs will still be attended to by another associate. It shows good customer service by acknowledging the customer's presence and providing a solution to their problem.

25. Satisfied customers are usually loyal customers.

True

False

Satisfied customers are more likely to become loyal customers because when customers are satisfied with a product or service, they are more likely to continue using it and recommend it to others. Satisfied customers feel that their needs and expectations are being met, which builds trust and a positive relationship with the brand. This loyalty can lead to repeat purchases, increased customer lifetime value, and positive word-of-mouth, ultimately benefiting the business. Therefore, it can be inferred that satisfied customers are usually loyal customers.

Explanation

Satisfied customers are more likely to become loyal customers because when customers are satisfied with a product or service, they are more likely to continue using it and recommend it to others. Satisfied customers feel that their needs and expectations are being met, which builds trust and a positive relationship with the brand. This loyalty can lead to repeat purchases, increased customer lifetime value, and positive word-of-mouth, ultimately benefiting the business. Therefore, it can be inferred that satisfied customers are usually loyal customers.

26. When working on a team it is important to:

Take credit for all the parts of the projects that you contributed especially if the project was successful

Make sure to blame the ones that did not do their part if the project was unsuccessful

Ensure that you are the leader of the project because that person will get all the praise

Share responsibility for both the success and challenges that occurred during the project

When working on a team, it is important to share responsibility for both the success and challenges that occurred during the project. This promotes a collaborative and supportive environment where team members are accountable for their actions and decisions. By sharing responsibility, team members can learn from their mistakes, improve their performance, and work together to overcome challenges. It also fosters trust and teamwork, as everyone feels valued and included in the project's outcomes. Taking credit for all parts or blaming others for failures can create a toxic work environment and hinder the team's overall success.

Explanation

When working on a team, it is important to share responsibility for both the success and challenges that occurred during the project. This promotes a collaborative and supportive environment where team members are accountable for their actions and decisions. By sharing responsibility, team members can learn from their mistakes, improve their performance, and work together to overcome challenges. It also fosters trust and teamwork, as everyone feels valued and included in the project's outcomes. Taking credit for all parts or blaming others for failures can create a toxic work environment and hinder the team's overall success.

27. If you are uncertain how to dress, stay on the conservative side.

True

False

The statement suggests that when unsure about how to dress, it is better to choose a conservative outfit. This implies that conservative dressing is generally considered appropriate and acceptable in most situations. By opting for a conservative dress code, one can avoid potential social or professional misjudgments that may arise from dressing in a more casual or unconventional manner. Therefore, the answer "True" aligns with the recommendation to err on the side of conservatism when unsure about appropriate attire.

Explanation

The statement suggests that when unsure about how to dress, it is better to choose a conservative outfit. This implies that conservative dressing is generally considered appropriate and acceptable in most situations. By opting for a conservative dress code, one can avoid potential social or professional misjudgments that may arise from dressing in a more casual or unconventional manner. Therefore, the answer "True" aligns with the recommendation to err on the side of conservatism when unsure about appropriate attire.

28. 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:

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

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

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.

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

The correct answer is to 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. This response acknowledges the customer's conversation and shows polite interest, while also indicating that you need to continue working. It strikes a balance between being friendly and efficient in serving both the current customer and those waiting in line.

Explanation

The correct answer is to 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. This response acknowledges the customer's conversation and shows polite interest, while also indicating that you need to continue working. It strikes a balance between being friendly and efficient in serving both the current customer and those waiting in line.

29. 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?

Refer the customer to a competitor

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

Apologize and offer to locate and then deliver the stereo

Sell the customer a better 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 a willingness to resolve the issue. It also demonstrates good customer service by taking responsibility for the mistake and offering a solution. Referring the customer to a competitor or selling a new stereo at a reduced price are not appropriate actions 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 a willingness to resolve the issue. It also demonstrates good customer service by taking responsibility for the mistake and offering a solution. Referring the customer to a competitor or selling a new stereo at a reduced price are not appropriate actions in this situation.

30. Which of the following phrases shows excellent customer service?

I can...

You need to...

It's company policy.

That's just the way it's done.

The phrase "I can..." shows excellent customer service because it implies a willingness and ability to help the customer with their needs or requests. It demonstrates a proactive and helpful attitude, indicating that the person is ready to assist the customer in finding a solution or resolving any issues they may have. This phrase promotes a customer-centric approach and a positive customer experience.

Explanation

The phrase "I can..." shows excellent customer service because it implies a willingness and ability to help the customer with their needs or requests. It demonstrates a proactive and helpful attitude, indicating that the person is ready to assist the customer in finding a solution or resolving any issues they may have. This phrase promotes a customer-centric approach and a positive customer experience.

31. An external customer ________________________ while an internal customer is/are ____________.

Are the people who buy your company's products or services; are the people who work within your company.

Are the people who work within your company; are the department heads of each section.

Are the people who work within your company; are the customers

Are the people who buy your company's products or services; are the customers

An external customer refers to individuals or organizations that purchase a company's products or services. On the other hand, an internal customer refers to the people who work within the company, such as employees from different departments or teams. This answer correctly identifies the distinction between external and internal customers based on their relationship with the company.

Explanation

An external customer refers to individuals or organizations that purchase a company's products or services. On the other hand, an internal customer refers to the people who work within the company, such as employees from different departments or teams. This answer correctly identifies the distinction between external and internal customers based on their relationship with the company.

32. When having a disagreement, I typically:

Lower my voice to an ominous whisper

Maintain a normal voice level.

Raise my voice slightly.

Raise my voice level markedly

The correct answer is to maintain a normal voice level. When having a disagreement, it is important to stay calm and composed. Lowering the voice to an ominous whisper may come across as intimidating or manipulative, while raising the voice slightly or markedly can escalate the situation and make it more difficult to find a resolution. By maintaining a normal voice level, it shows respect for the other person's perspective and encourages open communication and understanding.

Explanation

The correct answer is to maintain a normal voice level. When having a disagreement, it is important to stay calm and composed. Lowering the voice to an ominous whisper may come across as intimidating or manipulative, while raising the voice slightly or markedly can escalate the situation and make it more difficult to find a resolution. By maintaining a normal voice level, it shows respect for the other person's perspective and encourages open communication and understanding.

33. 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?

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

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

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.

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

The correct answer is that Chik-Fil-A apologizes and promises to send coupons in the mail. This is supported by the statement in the passage that they apologize and promise to send coupons in the mail. Additionally, the passage mentions that the coupons arrived in 3 days, along with a handwritten note of apology, which further confirms this as the correct answer.

Explanation

The correct answer is that Chik-Fil-A apologizes and promises to send coupons in the mail. This is supported by the statement in the passage that they apologize and promise to send coupons in the mail. Additionally, the passage mentions that the coupons arrived in 3 days, along with a handwritten note of apology, which further confirms this as the correct answer.

34. When listening actively, empathize to show the customer that you:

Prefer to talk about yourself.

Care about his or her concerns.

Consider his or her problems unimportant.

Have your own problems to deal with.

When listening actively, empathizing with the customer's concerns shows that you care about them. This means that you are genuinely interested in understanding their perspective and are willing to provide support or assistance. By doing so, you create a positive and trusting relationship with the customer, which can lead to better communication and problem-solving.

Explanation

When listening actively, empathizing with the customer's concerns shows that you care about them. This means that you are genuinely interested in understanding their perspective and are willing to provide support or assistance. By doing so, you create a positive and trusting relationship with the customer, which can lead to better communication and problem-solving.

35. Customer satisfaction is a step_____________________ customer service.

Below

Around

Into

Beyond

Customer satisfaction is a step that goes beyond customer service. This means that customer service is just one component of achieving customer satisfaction, but there are additional steps or actions that need to be taken to truly exceed customer expectations and ensure their overall satisfaction.

Explanation

Customer satisfaction is a step that goes beyond customer service. This means that customer service is just one component of achieving customer satisfaction, but there are additional steps or actions that need to be taken to truly exceed customer expectations and ensure their overall satisfaction.

36. 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:

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

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

Make eye contact with the customer and wait for questions.

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

The associate should inform the customer of the sale and demonstrate the features and benefits of the camera on sale. This is the correct answer because the customer is checking the price tags on various cameras, indicating an interest in purchasing a camera. By informing the customer of the sale and demonstrating the features and benefits of the camera on sale, the associate is providing valuable information that can help the customer make an informed decision. This approach also aligns with good customer service practices, as it focuses on meeting the customer's needs and providing assistance.

Explanation

The associate should inform the customer of the sale and demonstrate the features and benefits of the camera on sale. This is the correct answer because the customer is checking the price tags on various cameras, indicating an interest in purchasing a camera. By informing the customer of the sale and demonstrating the features and benefits of the camera on sale, the associate is providing valuable information that can help the customer make an informed decision. This approach also aligns with good customer service practices, as it focuses on meeting the customer's needs and providing assistance.

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

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

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

Smile at the customer and continue walking on.

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

It is important for the associate to provide assistance to the customer, even if they are on a break. By escorting the customer to a fellow associate for help, the associate ensures that the customer's needs are met and that they receive the assistance they require. This demonstrates good customer service and a willingness to help, even in a situation where the associate is technically on a break.

Explanation

It is important for the associate to provide assistance to the customer, even if they are on a break. By escorting the customer to a fellow associate for help, the associate ensures that the customer's needs are met and that they receive the assistance they require. This demonstrates good customer service and a willingness to help, even in a situation where the associate is technically on a break.

38. When making eye contact with a customer, the first thing you should do is...

Smile.

Ask if you can help.

Say hello.

Smile.... making eye contact without a smile can look aggressive and chase customers away.

Explanation

Smile.... making eye contact without a smile can look aggressive and chase customers away.

39. Another important Customer Service Quality is the ability to use positive language, demonstrate your knowledge of positive language by distinguishing the difference between the following by selecting the proper scenario

W/Positive Language

W/O Positive Language

Submit

40. Communication is a give and take process. As a speaker it is your job to:

Speak loudly and roughly in order to intimidate people into listening

Intentionally speak over a person's ability to understand or communicate

Determine if the listener understands

Always ensure that you have the first and the last words said

In the process of communication, it is important for the speaker to determine if the listener understands. This involves assessing whether the message has been effectively conveyed and comprehended by the listener. By checking for understanding, the speaker can ensure that their message has been received and interpreted correctly, allowing for effective communication to take place.

Explanation

In the process of communication, it is important for the speaker to determine if the listener understands. This involves assessing whether the message has been effectively conveyed and comprehended by the listener. By checking for understanding, the speaker can ensure that their message has been received and interpreted correctly, allowing for effective communication to take place.

41. 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?

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

The associate should offer to help the customer because the customer appears to be blind. By offering assistance, the associate can ensure that the customer is able to navigate the store safely and find what they need. Additionally, it shows empathy and respect towards the customer's needs and situation.

Explanation

The associate should offer to help the customer because the customer appears to be blind. By offering assistance, the associate can ensure that the customer is able to navigate the store safely and find what they need. Additionally, it shows empathy and respect towards the customer's needs and situation.

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

Ackowledge the customers in the line and call for assistance.

Continue to ring out each customer as quickly as possible.

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

Go get another associate to help.

In this situation, the cashier should acknowledge the customers in the line and call for assistance. This is the best course of action because it shows that the cashier is aware of the growing line and is taking proactive steps to address the issue. By calling for assistance, the cashier can ensure that the customers are served in a timely manner and prevent further frustration or dissatisfaction. Continuing to ring out each customer as quickly as possible may not be feasible if the line is growing rapidly, and telling the manager or getting another associate to help would be the appropriate next steps to alleviate the situation.

Explanation

In this situation, the cashier should acknowledge the customers in the line and call for assistance. This is the best course of action because it shows that the cashier is aware of the growing line and is taking proactive steps to address the issue. By calling for assistance, the cashier can ensure that the customers are served in a timely manner and prevent further frustration or dissatisfaction. Continuing to ring out each customer as quickly as possible may not be feasible if the line is growing rapidly, and telling the manager or getting another associate to help would be the appropriate next steps to alleviate the situation.

43. What might give a customer a positive impression of yourself?

Uniform and hygiene

Body language

Language used

Telling customers you don't know the answer to their question

Uniform and hygiene, body language, and language used can give a customer a positive impression of oneself. A neat and clean uniform and good personal hygiene demonstrate professionalism and attention to detail. Positive body language, such as maintaining eye contact, smiling, and using open and welcoming gestures, can make customers feel valued and comfortable. The language used, including using polite and respectful words, active listening, and clear communication, can enhance the customer's experience and create a positive impression. Telling customers that you don't know the answer to their question may not necessarily give a positive impression, as it can be perceived as a lack of knowledge or expertise.

Explanation

Uniform and hygiene, body language, and language used can give a customer a positive impression of oneself. A neat and clean uniform and good personal hygiene demonstrate professionalism and attention to detail. Positive body language, such as maintaining eye contact, smiling, and using open and welcoming gestures, can make customers feel valued and comfortable. The language used, including using polite and respectful words, active listening, and clear communication, can enhance the customer's experience and create a positive impression. Telling customers that you don't know the answer to their question may not necessarily give a positive impression, as it can be perceived as a lack of knowledge or expertise.

Submit

44. 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?

Immediately transfer the call to the manager

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

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

Listen, empathize, and fix the problem

The correct answer is to listen, empathize, and fix the problem. This is the most appropriate response for a customer service representative in the credit services department when dealing with an angry customer who has been charged multiple times for the same transaction. By actively listening to the customer's concerns, showing empathy towards their frustration, and taking steps to resolve the issue, the representative can provide a satisfactory resolution and ensure customer satisfaction.

Explanation

The correct answer is to listen, empathize, and fix the problem. This is the most appropriate response for a customer service representative in the credit services department when dealing with an angry customer who has been charged multiple times for the same transaction. By actively listening to the customer's concerns, showing empathy towards their frustration, and taking steps to resolve the issue, the representative can provide a satisfactory resolution and ensure customer satisfaction.

45. What is the maximum amout of times that the phone should ring before being answered?

1

2

3

4

The maximum amount of times that the phone should ring before being answered is 3. This means that the caller should wait for the phone to ring three times before someone answers the call.

Explanation

The maximum amount of times that the phone should ring before being answered is 3. This means that the caller should wait for the phone to ring three times before someone answers the call.

46. 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:

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

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

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.

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

The correct answer is to ask her if she would like her usual order and have a small conversation with her. This option shows empathy and respect towards the elderly woman, acknowledging her as a regular customer and taking the time to engage in friendly conversation. It demonstrates good customer service and fosters a positive relationship with the customer.

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 empathy and respect towards the elderly woman, acknowledging her as a regular customer and taking the time to engage in friendly conversation. It demonstrates good customer service and fosters a positive relationship with the customer.

47. 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?

Ask the customer the age of the grandchild

Sell the product to the customer.

Give the product information to the customer to read.

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

The associate should ask the customer the age of the grandchild because the safety information in the product manual states that it is not suitable for children under the age of ten. This information is important to ensure that the product is appropriate and safe for the intended recipient.

Explanation

The associate should ask the customer the age of the grandchild because the safety information in the product manual states that it is not suitable for children under the age of ten. This information is important to ensure that the product is appropriate and safe for the intended recipient.

48. 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?

Speak slowly and loudly to make sure they both hear.

Direct the demonstration to the grandchild.

Show the customer a less complex unit.

Give them a hands-on demonstration.

The associate should give the customer and their grandchild a hands-on demonstration. This allows the customer to see and experience the answering machine firsthand, which can help them make a more informed decision. It also provides an opportunity for the grandchild to learn and explore the features of 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 both the customer and the grandchild in the purchasing process.

Explanation

The associate should give the customer and their grandchild a hands-on demonstration. This allows the customer to see and experience the answering machine firsthand, which can help them make a more informed decision. It also provides an opportunity for the grandchild to learn and explore the features of 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 both the customer and the grandchild in the purchasing process.

49. 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?

Call the police to have the customer removed.

Allow the customer to go to the treatment room.

Call a supervisor to handle the situation.

Ask the customer to reschedule the appointment and return sober.

The receptionist should ask the customer to reschedule the appointment and return sober because the customer's intoxicated state is disturbing the other customers in the waiting area. This will ensure a peaceful environment for all customers and maintain the professionalism of the establishment.

Explanation

The receptionist should ask the customer to reschedule the appointment and return sober because the customer's intoxicated state is disturbing the other customers in the waiting area. This will ensure a peaceful environment for all customers and maintain the professionalism of the establishment.

50. 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?

Offer the customer a refund or store credit.

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

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

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

The customer service associate should first test the customer's computer to determine whether there is a problem. This will help verify the customer's claim and allow the associate to assess the situation accurately. By testing the computer, the associate can identify any issues and provide appropriate solutions, such as repairs or replacements, if necessary. Offering a refund or store credit, giving a detailed explanation of how to use the feature, or suggesting a different computer model should come after confirming the problem through testing.

Explanation

The customer service associate should first test the customer's computer to determine whether there is a problem. This will help verify the customer's claim and allow the associate to assess the situation accurately. By testing the computer, the associate can identify any issues and provide appropriate solutions, such as repairs or replacements, if necessary. Offering a refund or store credit, giving a detailed explanation of how to use the feature, or suggesting a different computer model should come after confirming the problem through testing.

51. 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?

Offer an alternative pair

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

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

The associate should respond by telling the customer that each pair comes with a one-year warranty covering damage to lenses. This assures the customer that if the lenses do scratch, they will be covered under the warranty and can be replaced or repaired. It provides a solution to the customer's concern and offers them peace of mind when making their purchase.

Explanation

The associate should respond by telling the customer that each pair comes with a one-year warranty covering damage to lenses. This assures the customer that if the lenses do scratch, they will be covered under the warranty and can be replaced or repaired. It provides a solution to the customer's concern and offers them peace of mind when making their purchase.

52. 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?

Tell her abou the watch and hope she reads lips.

Hand the watch to her to inspect.

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

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

The most appropriate way to help the customer who cannot hear and communicates through sign language is to give her the watch and a pen and paper to write down any questions. This allows the customer to visually inspect the watch and communicate her thoughts or inquiries through writing, ensuring effective communication and understanding between the sales associate and the customer.

Explanation

The most appropriate way to help the customer who cannot hear and communicates through sign language is to give her the watch and a pen and paper to write down any questions. This allows the customer to visually inspect the watch and communicate her thoughts or inquiries through writing, ensuring effective communication and understanding between the sales associate and the customer.

53. Red rules are

Rules that are designed to make things run smoothly

Rules that cover personality traits

Rules that are established based on previous situations

Rules that cannot be broken

The given answer, "Rules that cannot be broken," accurately describes red rules. Red rules are strict guidelines or regulations that must be followed without any exceptions. These rules are non-negotiable and cannot be violated under any circumstances. They are typically put in place to ensure order, safety, or compliance with certain standards. Red rules are rigid and inflexible, and breaking them often results in severe consequences.

Explanation

The given answer, "Rules that cannot be broken," accurately describes red rules. Red rules are strict guidelines or regulations that must be followed without any exceptions. These rules are non-negotiable and cannot be violated under any circumstances. They are typically put in place to ensure order, safety, or compliance with certain standards. Red rules are rigid and inflexible, and breaking them often results in severe consequences.

54. Closed questions are used to _____________________

Get specific information from the customer

Draw the customer into a conversation

Begin with words like "what", "how" and "why"

Are used whey you need a lengthy explanation from a customer

Closed questions are used to get specific information from the customer. These types of questions typically require a short and concise response, often limited to a "yes" or "no" answer or a specific piece of information. Closed questions are effective in narrowing down the focus of the conversation and obtaining specific details or facts from the customer.

Explanation

Closed questions are used to get specific information from the customer. These types of questions typically require a short and concise response, often limited to a "yes" or "no" answer or a specific piece of information. Closed questions are effective in narrowing down the focus of the conversation and obtaining specific details or facts from the customer.

55. 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?

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

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

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

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

The associate should smile at the child and ask the mother for preferences and budget. This is the most appropriate response because it shows that the associate acknowledges the child's enthusiasm and also understands the importance of considering the family's preferences and financial limitations before making a decision. By asking about preferences and budget, the associate can provide the family with options that are suitable and affordable for them.

Explanation

The associate should smile at the child and ask the mother for preferences and budget. This is the most appropriate response because it shows that the associate acknowledges the child's enthusiasm and also understands the importance of considering the family's preferences and financial limitations before making a decision. By asking about preferences and budget, the associate can provide the family with options that are suitable and affordable for them.

56. 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?

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

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

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

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

The clerk should respond by asking the manager on duty to talk with the customer about stocking the new item. This is the most appropriate response as the clerk may not have the authority to make decisions about carrying new items in the store. By involving the manager, the customer's request can be properly addressed and considered.

Explanation

The clerk should respond by asking the manager on duty to talk with the customer about stocking the new item. This is the most appropriate response as the clerk may not have the authority to make decisions about carrying new items in the store. By involving the manager, the customer's request can be properly addressed and considered.

57. 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?

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

Review the installation instructions with the customer.

Refer the customer to the manager.

Ask to see the receipt for the starter.

The correct answer is to express genuine concern that the customer's needs to be met. This is the most appropriate action to take in order to address the customer's issue and show empathy towards their situation. By expressing genuine concern, the store can begin to understand the customer's problem and work towards finding a solution that meets their needs. This action also helps to build trust and rapport with the customer, which can lead to a more positive resolution to the problem.

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 in order to address the customer's issue and show empathy towards their situation. By expressing genuine concern, the store can begin to understand the customer's problem and work towards finding a solution that meets their needs. This action also helps to build trust and rapport with the customer, which can lead to a more positive resolution to the problem.

58. When a misunderstanding happens with a customer you should:

Apologize for the error even though it may not have been your error

Tell them it was some one else's fault

Ask them what you can do to make them happy

Both A and C

When a misunderstanding happens with a customer, it is important to apologize for the error, even if it was not your fault. This shows empathy and takes responsibility for the situation. Additionally, asking the customer what you can do to make them happy demonstrates a willingness to resolve the issue and meet their needs. Combining both actions, A and C, allows for a more effective and customer-focused approach in handling the misunderstanding.

Explanation

When a misunderstanding happens with a customer, it is important to apologize for the error, even if it was not your fault. This shows empathy and takes responsibility for the situation. Additionally, asking the customer what you can do to make them happy demonstrates a willingness to resolve the issue and meet their needs. Combining both actions, A and C, allows for a more effective and customer-focused approach in handling the misunderstanding.

59. 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?

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

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

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

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

The correct answer is to offer the customer a choice of holding while he finds the answer or receiving a call back. This option shows that the employee is willing to go the extra mile to assist the customer by either finding the answer immediately or ensuring that the customer receives a call back with the information they need. It demonstrates good customer service and problem-solving skills.

Explanation

The correct answer is to offer the customer a choice of holding while he finds the answer or receiving a call back. This option shows that the employee is willing to go the extra mile to assist the customer by either finding the answer immediately or ensuring that the customer receives a call back with the information they need. It demonstrates good customer service and problem-solving skills.

60. 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?

Try to dress more formally the next day.

Get advice on office dress from friends.

Ask the manager for clothing guidance.

Get ideals on how to dress from magazines.

The best way for the employee to find out what clothes are appropriate is to ask the manager for clothing guidance. Since the manager is the one who gave the instruction to dress more appropriately, they would be the most reliable source to provide specific guidance on what is considered appropriate attire for the workplace. Asking friends, dressing more formally, or seeking ideas from magazines may not provide accurate information tailored to the specific office dress code.

Explanation

The best way for the employee to find out what clothes are appropriate is to ask the manager for clothing guidance. Since the manager is the one who gave the instruction to dress more appropriately, they would be the most reliable source to provide specific guidance on what is considered appropriate attire for the workplace. Asking friends, dressing more formally, or seeking ideas from magazines may not provide accurate information tailored to the specific office dress code.

61. 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?

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

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

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

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

The correct answer is "We can hold your items while you get your ID, or you may pay by credit card." This response provides alternative options for the couple to proceed with their purchase while still adhering to store policy. It offers the solution of holding their items until they return with their ID or suggesting an alternative form of payment, such as a 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 alternative options for the couple to proceed with their purchase while still adhering to store policy. It offers the solution of holding their items until they return with their ID or suggesting an alternative form of payment, such as a credit card.

62. 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?

Suggest sale merchandise as possible purchase.

Give the couple brochures with information on different products.

Direct the customer to the manager for further information.

Determine what the couple wants by asking questions.

The associate should determine what the couple wants by asking questions because they have some ideas about what they want 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, and then provide personalized recommendations based on their needs. This approach ensures that the couple gets the most suitable product and maximizes their satisfaction with their purchase.

Explanation

The associate should determine what the couple wants by asking questions because they have some ideas about what they want 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, and then provide personalized recommendations based on their needs. This approach ensures that the couple gets the most suitable product and maximizes their satisfaction with their purchase.

63. 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?

Politely tell the customers where to find the requested brand.

Point the customers in the directionof the requested brand.

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

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

The employees should walk the customer over to the brand and ask about their color and size preferences. This ensures that the customer is provided with personalized assistance in finding the specific brand they are looking for. It also allows the employees to offer additional help or suggestions based on the customer's preferences. This approach provides a higher level of customer service and enhances the overall shopping experience.

Explanation

The employees should walk the customer over to the brand and ask about their color and size preferences. This ensures that the customer is provided with personalized assistance in finding the specific brand they are looking for. It also allows the employees to offer additional help or suggestions based on the customer's preferences. This approach provides a higher level of customer service and enhances the overall shopping experience.

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

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.

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

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

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

The most likely response in this situation would be to explain what is bothering you and ask for some time to yourself. This response shows assertiveness and effective communication skills by addressing the issue directly and expressing the need for personal space. It promotes open dialogue and allows for a potential resolution or compromise between both parties involved.

Explanation

The most likely response in this situation would be to explain what is bothering you and ask for some time to yourself. This response shows assertiveness and effective communication skills by addressing the issue directly and expressing the need for personal space. It promotes open dialogue and allows for a potential resolution or compromise between both parties involved.

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

"Is this for you, or is it a gift?”

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

“What features are important to you?”

“Are you looking for anything special?”

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 specific needs and preferences of the customer, helping them to recommend televisions that align with those requirements. By asking about the important features, the associate can provide a more personalized and tailored shopping experience for the customer.

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 specific needs and preferences of the customer, helping them to recommend televisions that align with those requirements. By asking about the important features, the associate can provide a more personalized and tailored shopping experience for the customer.

66. A difficult customer is...

Always right.

Never happy.

Always the customer.

Even if a customer is rude or seems unhappy no matter what you do, they are still the customer! As such you should treat them politely and do your best to give them as good a service as you would anyone else.

Explanation

Even if a customer is rude or seems unhappy no matter what you do, they are still the customer! As such you should treat them politely and do your best to give them as good a service as you would anyone else.

67. 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?

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

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

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

Ask the manager to talk with the customer.

The best first response by the associate would be to ask the customer to calm down, and then express genuine interest in solving the problem. This response acknowledges the customer's emotions and attempts to de-escalate the situation by asking them to calm down. By expressing genuine interest in solving the problem, the associate shows empathy and a willingness to help, which can help to build trust and resolve the issue effectively.

Explanation

The best first response by the associate would be to ask the customer to calm down, and then express genuine interest in solving the problem. This response acknowledges the customer's emotions and attempts to de-escalate the situation by asking them to calm down. By expressing genuine interest in solving the problem, the associate shows empathy and a willingness to help, which can help to build trust and resolve the issue effectively.

68. 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?

Ignore her and continue to assist the client.

Get on the phone and request assistance from a department administrator.

Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish."

Ask another employee to help the client while you escort Mrs. W. to a room away from the public area

In this situation, it is important to address Mrs. W's disruptive behavior while also ensuring that the client is taken care of. Asking another employee to assist the client allows for uninterrupted service, while escorting Mrs. W. to a private room away from the public area allows for a calm and private conversation to address her behavior. This approach maintains professionalism and prioritizes the needs of both the client and Mrs. W.

Explanation

In this situation, it is important to address Mrs. W's disruptive behavior while also ensuring that the client is taken care of. Asking another employee to assist the client allows for uninterrupted service, while escorting Mrs. W. to a private room away from the public area allows for a calm and private conversation to address her behavior. This approach maintains professionalism and prioritizes the needs of both the client and Mrs. W.

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

I keep myself from finishing his/her sentences

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

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

I finish his/her sentences for him/her.

When conversing with a person who takes forever to get to the point, the correct answer suggests that the individual refrains from finishing the other person's sentences. This implies that they are patient and respectful towards the speaker, allowing them to express their thoughts fully without interruption. This approach promotes effective communication and shows consideration for the other person's speaking style.

Explanation

When conversing with a person who takes forever to get to the point, the correct answer suggests that the individual refrains from finishing the other person's sentences. This implies that they are patient and respectful towards the speaker, allowing them to express their thoughts fully without interruption. This approach promotes effective communication and shows consideration for the other person's speaking style.

70. 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?

Call the manager immediately for help with the customer.

Take the machine and give the customer a full refund.

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

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

The associate should call the office machine department to help the customer with instructions. This is the most appropriate action because the customer has expressed difficulty in operating the machine. By contacting the office machine department, the associate can provide the necessary assistance to the customer, helping them understand how to use the fax machine effectively.

Explanation

The associate should call the office machine department to help the customer with instructions. This is the most appropriate action because the customer has expressed difficulty in operating the machine. By contacting the office machine department, the associate can provide the necessary assistance to the customer, helping them understand how to use the fax machine effectively.

71. There are times when it is in the best interest of the customer not to be honest.

True

False

In certain situations, being completely honest with a customer may not be beneficial. For example, if a customer asks for an opinion on their appearance and the truth may hurt their feelings, it may be better to provide a more positive response. Additionally, in some cases, withholding certain information may be necessary to protect the customer's well-being or prevent unnecessary panic or worry. Therefore, there are instances where it is in the customer's best interest not to be completely honest.

Explanation

In certain situations, being completely honest with a customer may not be beneficial. For example, if a customer asks for an opinion on their appearance and the truth may hurt their feelings, it may be better to provide a more positive response. Additionally, in some cases, withholding certain information may be necessary to protect the customer's well-being or prevent unnecessary panic or worry. Therefore, there are instances where it is in the customer's best interest not to be completely honest.

72. What sort of questions might you be able to ask customers?

May I help you?

What are you looking for today?

Did you find everything your were looking for today?

What's wrong?

Are you crazy?

The correct answer is May I help you?, What are you looking for today?, Did you find everything you were looking for today? These questions are appropriate and customer-friendly. They show a willingness to assist the customer and gather information about their needs and satisfaction. Asking "Are you crazy?" or "What's wrong?" would be inappropriate and unprofessional.

Explanation

The correct answer is May I help you?, What are you looking for today?, Did you find everything you were looking for today? These questions are appropriate and customer-friendly. They show a willingness to assist the customer and gather information about their needs and satisfaction. Asking "Are you crazy?" or "What's wrong?" would be inappropriate and unprofessional.

Submit

73. 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?

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

Talk to houseware associates during the work shift in juniors.

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

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

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 is because the supervisor is likely to have extensive knowledge about the products in the department and can provide guidance and information to the associate. Talking to the supervisor will ensure that the associate receives accurate and reliable information about the products, which will help them in their new role.

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 is because the supervisor is likely to have extensive knowledge about the products in the department and can provide guidance and information to the associate. Talking to the supervisor will ensure that the associate receives accurate and reliable information about the products, which will help them in their new role.

74. 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?

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

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

Meet with the new store manager and ask for guidance.

Expect not to be able to serve some customers.

The best way for the associate to prepare for a smooth transition to the busy city work site with a different customer base and product line is to meet with the new store manager and ask for guidance. This will allow the associate to gain valuable insights and information about the new site, its customers, and the products being offered. The store manager can provide guidance on how to adapt customer service techniques to better serve the new customer base and ensure a successful transition.

Explanation

The best way for the associate to prepare for a smooth transition to the busy city work site with a different customer base and product line is to meet with the new store manager and ask for guidance. This will allow the associate to gain valuable insights and information about the new site, its customers, and the products being offered. The store manager can provide guidance on how to adapt customer service techniques to better serve the new customer base and ensure a successful transition.

75. 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?

Ask the parent if the child is okay?

Call paramedics.

Fill out an incident report.

Notify the hotel manager.

In this situation, the employee should first ask the parent if the child is okay. This shows concern for the well-being of the child and allows the parent to assess the situation and provide any necessary medical attention. Calling paramedics or filling out an incident report may be necessary depending on the severity of the injury, but it is important to prioritize immediate care and communication with the parent. Notifying the hotel manager can be done after ensuring the child's well-being.

Explanation

In this situation, the employee should first ask the parent if the child is okay. This shows concern for the well-being of the child and allows the parent to assess the situation and provide any necessary medical attention. Calling paramedics or filling out an incident report may be necessary depending on the severity of the injury, but it is important to prioritize immediate care and communication with the parent. Notifying the hotel manager can be done after ensuring the child's well-being.

76. A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service?

You need to call back next week. We will have your results then.

The lab hasn't sent us your results. We'll call you when they come in.

I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?

We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week.

The correct answer shows excellent customer service because it acknowledges the patient's frustration, expresses empathy, and seeks clarification about the timeline of the blood test. This response shows understanding and a willingness to assist the patient in resolving the issue.

Explanation

The correct answer shows excellent customer service because it acknowledges the patient's frustration, expresses empathy, and seeks clarification about the timeline of the blood test. This response shows understanding and a willingness to assist the patient in resolving the issue.

77. Which of the following statements is true?

Keeping loyal customers is less expensive than finding new customers.

Keeping loyal customers is more expensive than finding new customers.

Keeping loyal customers and finding new customers are equally expensive.

Keeping loyal customers is less expensive than finding new customers because acquiring new customers often requires significant marketing and advertising expenses. This includes costs associated with lead generation, targeted advertising campaigns, and promotional activities. On the other hand, maintaining and nurturing relationships with existing customers typically involves lower costs, such as providing excellent customer service, offering loyalty programs, and personalized marketing efforts. Additionally, loyal customers tend to make repeat purchases and provide positive word-of-mouth referrals, further reducing the need for expensive acquisition strategies.

Explanation

Keeping loyal customers is less expensive than finding new customers because acquiring new customers often requires significant marketing and advertising expenses. This includes costs associated with lead generation, targeted advertising campaigns, and promotional activities. On the other hand, maintaining and nurturing relationships with existing customers typically involves lower costs, such as providing excellent customer service, offering loyalty programs, and personalized marketing efforts. Additionally, loyal customers tend to make repeat purchases and provide positive word-of-mouth referrals, further reducing the need for expensive acquisition strategies.

78. It is important to make eye contact with a customer because?

Eye contact is natural

Eye contact is not important

Eye contact reassures customers that your attention is focused on them

Eye contact is common courtesy and it shows your willingness to serve

Making eye contact with a customer is important because it reassures them that your attention is focused on them. By maintaining eye contact, you are showing the customer that you are actively listening and engaged in the conversation. This can help build trust and rapport with the customer, making them feel valued and understood. Additionally, eye contact is considered common courtesy and demonstrates your willingness to serve the customer.

Explanation

Making eye contact with a customer is important because it reassures them that your attention is focused on them. By maintaining eye contact, you are showing the customer that you are actively listening and engaged in the conversation. This can help build trust and rapport with the customer, making them feel valued and understood. Additionally, eye contact is considered common courtesy and demonstrates your willingness to serve the customer.

79. Selling yourself means bragging on your accomplishments and your abilities.

True

False

Selling yourself refers to promoting or highlighting your achievements and skills in a confident and persuasive manner. It involves showcasing your strengths and capabilities to impress others and gain their trust or approval. Therefore, the statement "Selling yourself means bragging on your accomplishments and your abilities" is true, as it accurately describes the concept of selling oneself.

Explanation

Selling yourself refers to promoting or highlighting your achievements and skills in a confident and persuasive manner. It involves showcasing your strengths and capabilities to impress others and gain their trust or approval. Therefore, the statement "Selling yourself means bragging on your accomplishments and your abilities" is true, as it accurately describes the concept of selling oneself.

80. 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:

Say "bye" as she leaves.

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.

Tell her you hope her son feels better

Hand her the medication and just walk away.

Based on the scenario described, the most appropriate response would be to call the customer in a few days and ask her if her son is feeling better. Asking if she needs a refill on his prescription or any other medication shows genuine concern for her son's well-being and offers further assistance if needed. This demonstrates good customer service and a caring attitude towards the customer and her family.

Explanation

Based on the scenario described, the most appropriate response would be to call the customer in a few days and ask her if her son is feeling better. Asking if she needs a refill on his prescription or any other medication shows genuine concern for her son's well-being and offers further assistance if needed. This demonstrates good customer service and a caring attitude towards the customer and her family.

81. When it comes to conflict:

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

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

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

The correct answer is "I can 'agree to disagree'. I accept that other people have different viewpoints than my own." This answer indicates that the person is open-minded and willing to accept that others may have different opinions or perspectives. They are able to acknowledge and respect diversity in viewpoints, even if they personally believe they are right. This approach promotes understanding and healthy conflict resolution.

Explanation

The correct answer is "I can 'agree to disagree'. I accept that other people have different viewpoints than my own." This answer indicates that the person is open-minded and willing to accept that others may have different opinions or perspectives. They are able to acknowledge and respect diversity in viewpoints, even if they personally believe they are right. This approach promotes understanding and healthy conflict resolution.

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

Glad, I like mentoring others.

Angry, I don’t have time to babysit.

Annoyed, I can work faster on my own.

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

This answer suggests that the person feels glad about working with inexperienced employees because they enjoy mentoring others. They see this as an opportunity to guide and support their colleagues, helping them grow and develop their skills. This positive attitude towards mentoring reflects a willingness to collaborate and contribute to the success of the project despite the tight deadline.

Explanation

This answer suggests that the person feels glad about working with inexperienced employees because they enjoy mentoring others. They see this as an opportunity to guide and support their colleagues, helping them grow and develop their skills. This positive attitude towards mentoring reflects a willingness to collaborate and contribute to the success of the project despite the tight deadline.

83. 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?

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

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

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

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

The correct answer is to apologize to the customer for the inconvenience and offer to call the customer back when the system is working. This option shows empathy towards the customer and acknowledges the inconvenience caused by the system failure. By offering to call the customer back, it ensures that the issue will be resolved once the system is up and running again, providing a solution to the customer's problem.

Explanation

The correct answer is to apologize to the customer for the inconvenience and offer to call the customer back when the system is working. This option shows empathy towards the customer and acknowledges the inconvenience caused by the system failure. By offering to call the customer back, it ensures that the issue will be resolved once the system is up and running again, providing a solution to the customer's problem.

84. The telephone rings while a customer service associate is helping an in-store customer. Which of the following should the associate do?

Let the telephone continue to ring, and continue with the in-store customer, because the telephone customers expect some waiting time.

Answer the telephone and continue to interact with the in-store customer until the telephone customers business is complete.

Answer the telephone and ask the telephone customer to call back in several minutes to allow time for the in-store customer.

Answer the telephone and arrange to call the telephone customer back when done helping the in-store customer.

The associate should answer the telephone and arrange to call the telephone customer back when done helping the in-store customer. This option acknowledges the importance of both customers and ensures that the associate can provide full attention and assistance to each of them separately. By arranging a callback for the telephone customer, the associate can prioritize the in-store customer without neglecting the needs of the telephone customer.

Explanation

The associate should answer the telephone and arrange to call the telephone customer back when done helping the in-store customer. This option acknowledges the importance of both customers and ensures that the associate can provide full attention and assistance to each of them separately. By arranging a callback for the telephone customer, the associate can prioritize the in-store customer without neglecting the needs of the telephone customer.

85. When learning a new job, it is important to:

Ask questions on anything you do not totally understand

Understand the importance of the order of steps to be completed

Find out where the break room is

Realize that if you make a mistake, many people before you probably made the same mistake

When learning a new job, it is important to ask questions on anything you do not totally understand. This is because asking questions helps clarify any doubts or uncertainties, ensuring that you have a clear understanding of the tasks and responsibilities associated with the job. By seeking clarification, you can avoid making mistakes and perform your job more effectively. Asking questions also demonstrates your willingness to learn and improve, which can contribute to a positive impression on your colleagues and superiors.

Explanation

When learning a new job, it is important to ask questions on anything you do not totally understand. This is because asking questions helps clarify any doubts or uncertainties, ensuring that you have a clear understanding of the tasks and responsibilities associated with the job. By seeking clarification, you can avoid making mistakes and perform your job more effectively. Asking questions also demonstrates your willingness to learn and improve, which can contribute to a positive impression on your colleagues and superiors.

86. When a customer enters a busines the employees should do which of the following? Check all the apply.

Greet the customer, and give your name.

Make eye contact and smile to show your positive attitude.

Ask the customer to wait so that you may finish a conversation with a co-worker.

When a customer enters a business, it is important for the employees to greet the customer and give their name. This helps to create a friendly and welcoming atmosphere. Additionally, making eye contact and smiling shows a positive attitude towards the customer, making them feel valued and appreciated. Asking the customer to wait so that a conversation with a co-worker can be finished is not recommended, as it may make the customer feel ignored or unimportant.

Explanation

When a customer enters a business, it is important for the employees to greet the customer and give their name. This helps to create a friendly and welcoming atmosphere. Additionally, making eye contact and smiling shows a positive attitude towards the customer, making them feel valued and appreciated. Asking the customer to wait so that a conversation with a co-worker can be finished is not recommended, as it may make the customer feel ignored or unimportant.

Submit

87. If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?

You value their custom.

You are too busy to help them.

Your company has lots of business, so you must be giving good customer service.

Customers will think you are too busy to help them and may go elsewhere.

Explanation

Customers will think you are too busy to help them and may go elsewhere.

88. What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?

We value your business

We are to busy to handle your business

As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring

None of the above

If a customer consistently receives the phone call on the 5th or 6th ring, it implies that the business is too busy to handle their call immediately. This can give the message that the business may be understaffed or overwhelmed with other customers' demands. It indicates that the business may not prioritize prompt customer service and may not have enough resources to handle customer inquiries efficiently.

Explanation

If a customer consistently receives the phone call on the 5th or 6th ring, it implies that the business is too busy to handle their call immediately. This can give the message that the business may be understaffed or overwhelmed with other customers' demands. It indicates that the business may not prioritize prompt customer service and may not have enough resources to handle customer inquiries efficiently.

89. Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________

The degree of caring that you show customers

Your ability to provide service that is dependable and accurate

The physical representations of your company including the facility, equipment and your appearance

The respect, competence and confidence you show to the customer

Tangibles refers to the physical representations of a company, including its facility, equipment, and appearance. This factor is important because it influences the customer's perception of the company's professionalism, reliability, and overall quality of service. The physical aspects of a business can create a lasting impression on customers and can greatly impact their evaluation or rating of the service provided.

Explanation

Tangibles refers to the physical representations of a company, including its facility, equipment, and appearance. This factor is important because it influences the customer's perception of the company's professionalism, reliability, and overall quality of service. The physical aspects of a business can create a lasting impression on customers and can greatly impact their evaluation or rating of the service provided.

90. 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?

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

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

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

Ask the customer to prove that the item is on sale

The associate should void the sale and ring up the candy bars at the sale price because the customer bought the candy bars during the sale period. The register mistakenly rang up the full prices, so it is necessary to correct the error by voiding the sale and applying the correct sale price.

Explanation

The associate should void the sale and ring up the candy bars at the sale price because the customer bought the candy bars during the sale period. The register mistakenly rang up the full prices, so it is necessary to correct the error by voiding the sale and applying the correct sale price.

91. 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?

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

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

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

Tell the customers there are no more units available.

The associate should offer to contact another store to see if they have any units left. This is the best course of action because it shows the associate's willingness to help the customers find the product they are looking for, even if it is not available in their store. It also gives the customers an alternative option to consider, rather than just telling them that there are no more units available.

Explanation

The associate should offer to contact another store to see if they have any units left. This is the best course of action because it shows the associate's willingness to help the customers find the product they are looking for, even if it is not available in their store. It also gives the customers an alternative option to consider, rather than just telling them that there are no more units available.

92. A customer continues to seek services at your facility for a while. However, she switches to a new facility when it opens up a few miles closer to her home. This customer was most likely:

Satisfied with the customer service at your facility.

Delighted with the customer service at your facility.

Dissatisfied with the customer service at your facility.

The customer's decision to continue seeking services at your facility for a while suggests that she was satisfied with the customer service provided. However, when a new facility opened up closer to her home, she switched to that facility, indicating that convenience played a significant role in her decision. This implies that her satisfaction with the customer service at your facility was not the primary factor in her decision to switch.

Explanation

The customer's decision to continue seeking services at your facility for a while suggests that she was satisfied with the customer service provided. However, when a new facility opened up closer to her home, she switched to that facility, indicating that convenience played a significant role in her decision. This implies that her satisfaction with the customer service at your facility was not the primary factor in her decision to switch.

93. What are some examples of objective measurements or concrete results? Check all that apply.

Sales figures

Attendance

Peer feedback

Sales figures, attendance, and peer feedback are all examples of objective measurements or concrete results. Sales figures provide a quantitative measure of the amount of products or services sold, attendance is a measurable indicator of the number of people present at an event or activity, and peer feedback can provide specific and tangible feedback on performance or behavior. These examples can be objectively measured or observed, making them concrete results that can be used as evidence or indicators of progress or success.

Explanation

Sales figures, attendance, and peer feedback are all examples of objective measurements or concrete results. Sales figures provide a quantitative measure of the amount of products or services sold, attendance is a measurable indicator of the number of people present at an event or activity, and peer feedback can provide specific and tangible feedback on performance or behavior. These examples can be objectively measured or observed, making them concrete results that can be used as evidence or indicators of progress or success.

Submit

94. Face to Face, what per cent of communication is the words used?

7%

5%

25%

The words you use only make up a small part of the meaning you convey when you talk. Body language delivers a much stronger message.

Explanation

The words you use only make up a small part of the meaning you convey when you talk. Body language delivers a much stronger message.

95. When dealing with a difficult customer it is important to remember_________________.

To not take it personally

To use positive self-talk

Both a and b above

None of the above

When dealing with a difficult customer, it is important to remember not to take it personally and to use positive self-talk. This means that the customer's behavior should not be seen as a personal attack, but rather as a result of their own frustrations or issues. By using positive self-talk, one can maintain a calm and professional demeanor, which can help in effectively resolving the customer's concerns.

Explanation

When dealing with a difficult customer, it is important to remember not to take it personally and to use positive self-talk. This means that the customer's behavior should not be seen as a personal attack, but rather as a result of their own frustrations or issues. By using positive self-talk, one can maintain a calm and professional demeanor, which can help in effectively resolving the customer's concerns.

96. 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:

$100.00

$ 139.00

$ 144.00

$ 150.00

The customer is buying a bicycle for $159.99. Since the customer is spending more than $100.00, they will receive a 10% discount on the total purchase. To calculate the discount, we multiply the total purchase by 10%: $159.99 * 0.10 = $15.999. Then, we subtract the discount from the total purchase: $159.99 - $15.999 = $144.00. Therefore, the customer's total before taxes will be approximately $144.00.

Explanation

The customer is buying a bicycle for $159.99. Since the customer is spending more than $100.00, they will receive a 10% discount on the total purchase. To calculate the discount, we multiply the total purchase by 10%: $159.99 * 0.10 = $15.999. Then, we subtract the discount from the total purchase: $159.99 - $15.999 = $144.00. Therefore, the customer's total before taxes will be approximately $144.00.

Submit

98. 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?

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

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

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

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

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 offers a solution that can satisfy their immediate requirement. It shows a willingness to accommodate the customer's needs and ensures their satisfaction with the purchase.

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 offers a solution that can satisfy their immediate requirement. It shows a willingness to accommodate the customer's needs and ensures their satisfaction with the purchase.

99. When a misunderstanding happens with a co-worker you should:

Be honest and admit there is a problem

Work together to come up with solutions

Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

Both A and B

When a misunderstanding happens with a co-worker, it is important to be honest and admit that there is a problem. This shows maturity and a willingness to address the issue. Additionally, working together with the co-worker to come up with solutions is essential for resolving the misunderstanding and improving the working relationship. By collaborating and finding common ground, both parties can reach a mutual understanding and prevent further conflicts.

Explanation

When a misunderstanding happens with a co-worker, it is important to be honest and admit that there is a problem. This shows maturity and a willingness to address the issue. Additionally, working together with the co-worker to come up with solutions is essential for resolving the misunderstanding and improving the working relationship. By collaborating and finding common ground, both parties can reach a mutual understanding and prevent further conflicts.

100. In face-to-face communications, ________ per cent of the communication you have with a customer is body language.

82

38

18

55

Body language plays a significant role in face-to-face communications, as it includes nonverbal cues such as facial expressions, gestures, and posture. These nonverbal signals can often convey emotions, attitudes, and intentions more effectively than words alone. Therefore, it is reasonable to assume that a significant portion of communication, around 55%, is conveyed through body language.

Explanation

Body language plays a significant role in face-to-face communications, as it includes nonverbal cues such as facial expressions, gestures, and posture. These nonverbal signals can often convey emotions, attitudes, and intentions more effectively than words alone. Therefore, it is reasonable to assume that a significant portion of communication, around 55%, is conveyed through body language.

101. What are the key reasons for customer dissatisfaction?

Employees who don't listen to what the customer is saying.

Employees who ignore customers completely.

Employees who don't follow up or follow through.

Employees who ask too many questions.

The key reasons for customer dissatisfaction are employees who don't listen to what the customer is saying, employees who ignore customers completely, and employees who don't follow up or follow through. These behaviors show a lack of attentiveness and responsiveness towards the customers' needs and concerns, leading to frustration and dissatisfaction. By not listening, ignoring, or failing to follow up, employees fail to provide the necessary support and assistance, negatively impacting the customer experience.

Explanation

The key reasons for customer dissatisfaction are employees who don't listen to what the customer is saying, employees who ignore customers completely, and employees who don't follow up or follow through. These behaviors show a lack of attentiveness and responsiveness towards the customers' needs and concerns, leading to frustration and dissatisfaction. By not listening, ignoring, or failing to follow up, employees fail to provide the necessary support and assistance, negatively impacting the customer experience.

Submit

102. 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?

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

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

Tell the customer that buying elsewhere is understandable.

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

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 dissatisfaction with the price of the golf bag and believes that a competitor is offering it for less. By bringing the customer to the manager's office, they can have a conversation about the pricing policy and potentially negotiate a better price for the customer. This shows that the associate is proactive in addressing customer concerns and finding a solution to meet their needs.

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 dissatisfaction with the price of the golf bag and believes that a competitor is offering it for less. By bringing the customer to the manager's office, they can have a conversation about the pricing policy and potentially negotiate a better price for the customer. This shows that the associate is proactive in addressing customer concerns and finding a solution to meet their needs.

103. Customer service is one aspect of Robinson Realty we always seek to improve, match some of these key terms having to do with customer service to their most fit definitions

Attentiveness

Clear Communication skills

Knowledge of product

Submit

104. As an employee in customer service, how would you learn your business? Check all that apply.

Learn about your entire company operation.

Learn only those products and services that are related to your job.

Learn about the offerings of your competitors.

As an employee in customer service, it is important to have a comprehensive understanding of your entire company operation. This knowledge allows you to better assist customers by being aware of the various departments, processes, and policies within your organization. Additionally, learning about the offerings of your competitors can provide valuable insights into the market and help you identify ways to improve your own products and services. By checking both options, you are demonstrating a proactive approach to learning and staying informed within your role in customer service.

Explanation

As an employee in customer service, it is important to have a comprehensive understanding of your entire company operation. This knowledge allows you to better assist customers by being aware of the various departments, processes, and policies within your organization. Additionally, learning about the offerings of your competitors can provide valuable insights into the market and help you identify ways to improve your own products and services. By checking both options, you are demonstrating a proactive approach to learning and staying informed within your role in customer service.

Submit

105. 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:

Ask the customer to choose another lane.

Call a supervisor over to inforce the rule.

Write a sign to place in front of the register.

Serve the customer anyway.

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Explanation

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106. The "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer.

True

False

The explanation for the given answer (False) is that the "moment of truth" is not a one-time occurrence for each customer. It refers to multiple interactions and touchpoints that a customer has with a company throughout their customer journey. Each interaction contributes to shaping the customer's perception of the company, and these moments of truth can happen at various stages, such as pre-purchase, purchase, or post-purchase. Therefore, it is not a one-time occurrence, but rather an ongoing process of customer-company interaction.

Explanation

The explanation for the given answer (False) is that the "moment of truth" is not a one-time occurrence for each customer. It refers to multiple interactions and touchpoints that a customer has with a company throughout their customer journey. Each interaction contributes to shaping the customer's perception of the company, and these moments of truth can happen at various stages, such as pre-purchase, purchase, or post-purchase. Therefore, it is not a one-time occurrence, but rather an ongoing process of customer-company interaction.

107. In face-to-face communications, _______ per cent of the communication is the words used while in telephone communications ________ per cent of the communication is the words used.

38, 18

7, 18

18, 55

82, 18

In face-to-face communications, only 7% of the communication is conveyed through the words used, while in telephone communications, 18% of the communication is conveyed through the words used. This suggests that nonverbal cues such as body language, facial expressions, and tone of voice play a much larger role in face-to-face interactions compared to telephone conversations.

Explanation

In face-to-face communications, only 7% of the communication is conveyed through the words used, while in telephone communications, 18% of the communication is conveyed through the words used. This suggests that nonverbal cues such as body language, facial expressions, and tone of voice play a much larger role in face-to-face interactions compared to telephone conversations.

108. What might give a customer a negative impression of you or the company?

Rude

Ignor the customer

Scruffy appearance

Chat to colleagues all the time

Asking questions all the time

The given answer includes several factors that can contribute to a negative impression of a company or its representatives. Being rude towards customers can make them feel disrespected and unvalued, leading to a negative perception of the company. Ignoring the customer can also make them feel unimportant and neglected. A scruffy appearance can give the impression of unprofessionalism and lack of attention to detail. Lastly, constantly chatting with colleagues instead of focusing on the customer can make them feel ignored and unattended. Asking too many questions can also be perceived as a lack of knowledge or competence.

Explanation

The given answer includes several factors that can contribute to a negative impression of a company or its representatives. Being rude towards customers can make them feel disrespected and unvalued, leading to a negative perception of the company. Ignoring the customer can also make them feel unimportant and neglected. A scruffy appearance can give the impression of unprofessionalism and lack of attention to detail. Lastly, constantly chatting with colleagues instead of focusing on the customer can make them feel ignored and unattended. Asking too many questions can also be perceived as a lack of knowledge or competence.

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109. Giving great customer service is a matter of doing

The explanation for the given correct answer is that providing great customer service involves understanding and fulfilling the needs and desires of your customers. By identifying and addressing their specific wants, preferences, and expectations, businesses can deliver a positive and satisfactory customer experience. This can include factors such as personalized assistance, prompt responses, effective problem-solving, and overall attentiveness to customer feedback and requests. Ultimately, meeting customer expectations and delivering what they want is crucial for ensuring their satisfaction and building long-term relationships.

Explanation

The explanation for the given correct answer is that providing great customer service involves understanding and fulfilling the needs and desires of your customers. By identifying and addressing their specific wants, preferences, and expectations, businesses can deliver a positive and satisfactory customer experience. This can include factors such as personalized assistance, prompt responses, effective problem-solving, and overall attentiveness to customer feedback and requests. Ultimately, meeting customer expectations and delivering what they want is crucial for ensuring their satisfaction and building long-term relationships.

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