MERA CUSTOMER SERVICE EXAM QUESTIONS WITH VERIFIED ANSWERS LATEST UPDATE 2026

MERA CUSTOMER SERVICE EXAM QUESTIONS WITH VERIFIED ANSWERS LATEST UPDATE 2026 What question do you ask to get feedback to see if the computer software met expectations of the customer? A. Did they deliver it on time? B. Did you have installation problems? C. What new features have you used? D. How has the software worked for what you were using it for? - Answers D. How has the software worked for what you were using it for? A new customer comes into your department, but you are helping another customer. You should: A. Focus all your attention on your current customer B. Let the new customer wait his turn until you have completed your current sale C. Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him D. Help the customer who looks like he will spend the most money - Answers C. Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him Which of the following would be the best option when trying to find out what a customer wants to buy? A. Can I help you? B. Are you looking for anything special? C. What color do you prefer in that brand? D. Is that the brand you want? - Answers C. What color do you prefer in that brand? A good reason for creating an opening for discussion is to: A. Break down the customer's sales resistance B. Get to know what the customer wants C. Convince the customer how much you know about the product D. Increase your store's sales revenues - Answers B. Get to know what the customer wants The best way to talk to a new customer is to: A. Flatter her—tell her she has taste and looks great B. Interact as if you are old friends C. Match what you say and your tone of voice to her personality D. Convince her that you know what is best for her to buy - Answers C. Match what you say and your tone of voice to her personality Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and: A. Suggesting that he buy "top of the line" products B. Stating that the products in your store are far better than those in other stores C. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile - Answers C. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile The customer has said "No, thank you" when you offered your help. You should back off for the time being, but remain alert for a sign that you are needed. A. True B. False - Answers A. True If the customer isn't shopping alone, you can include the rest of the party by: A. Telling any children to behave themselves while their parent makes this important decision B. Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate C. Giving other service to those in the party, such as offering a chair or a cup a refreshment D. Remind the customer of the kids' zone area - Answers C. Giving other service to those in the party, such as offering a chair or a cup a refreshment A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale? A. Do you want to look at a few more styles? B. Will that be cash or credit card? C. Shall I go ahead and replace the band for you or do you want to keep both styles for different looks? D. We'll be having a sale on watches sometime next month. - Answers C. Shall I go ahead and replace the band for you or do you want to keep both styles for different looks? Which store offers the best price? Store 1 Store 2 Store 3 $27 $27 $30 0% 0% 10% 5 year 3 year 4 year A. Store 1 offers the best price. B. Store 2 offers the best price. C. Store 3 offers the best price. D. They all offer the same exact price. - Answers A. Store 1 offers the best price. According to market research, what percentage of customers is likely to spend more if the sales associate is helpful? A. 25% B. 32% C. 45% D. 55% - Answers C. 45% If a customer walks directly to an item, this may indicate that he: A. Knows what he wants and would probably appreciate quick, efficient service B. Just wants to look at the item and has no interest in buying C. Is in a hurry and doesn't want any attention from you D. Is looking for the least expensive brand - Answers A. Knows what he wants and would probably appreciate quick, efficient service Your ultimate goal as a sales associate is to: A. Meet your quota each month B. Provide service to as many customers as you can C. Satisfy the customer D. Be the top sales associate in your department - Answers C. Satisfy the customer You can best determine the customer's needs by gathering information through careful observation and by: A. Deciding the type of products you think the customer should buy B. Telling the customer everything you know about your products C. Asking the customer thoughtful questions D. Studying all literature on the products you sell so you can answer questions. - Answers C. Asking the customer thoughtful questions To keep the lines of communication open, the best questions to ask: A. Are direct and to the point B. Are ones that can be quickly answered with a "yes" or a "no" C. Begin with who, what, where, when, how, or why D. Are ones that are able to direct the customer to a decision E. Are structured to save the customer's time - Answers C. Begin with who, what, where, when, how, or why Which of the following are examples of open-ended questions? A. Can I help you? B. What features are important to you? C. Do you like blue or brown? D. Is this all for you today? - Answers B. What features are important to you? When fitting the products to the customer, you should: A. Correct her if she tells you the wrong size B. Ask questions that will help her define the right fit C. Select the approximate size you believe that she is. D. Wait till the customer picks out the right size. - Answers B. Ask questions that will help her define the right fit Which of the following phrases might be appropriate when discussing clothing size with your customer? A. You look to be about a size XX. B. Have you worn this brand before? What size was most comfortable for you? C. How big are you? D. You wear a bigger size on the bottom than on the top. - Answers B. Have you worn this brand before? What size was most comfortable for you? How would you handle a situation where a customer wants a brand that you don't carry? A. Convince him that your brands are better B. Get permission from him to show the items you do have that meet his needs C. Tell him that he won't find anything better than what you have D. Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway E. Tell him you don't carry that brand then excuse yourself to serve someone else - Answers B. Get permission from him to show the items you do have that meet his needs If your store does not offer the particular product of service the customer is looking for, your first option should always be to: A. Convince the customer he doesn't need it anyway B. Suggest alternatives that your store does carry C. Immediately refer him to a competitor D. Inform him of the drawbacks of the product he is seeking - Answers B. Suggest alternatives that your store does carry Which of the following scenarios shows the proper use of a business card? The Salesperson says, A. I'm glad I was able to help you find what you needed today. Here are a few of my cards—be sure to tell your friends and family about me. B. We don't have business cards here, but if you'll give me yours I will call you whenever something interesting comes in. C. If you change your mind and do want some help, here's my card. Just tell the other salespeople that I am already helping you. D. I've enjoyed helping you with your gift selection. Here's my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests. - Answers D. I've enjoyed helping you with your gift selection. Here's my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests. Which of the following are acceptable ways to ask a customer's permission to provide alternatives? A. We don't carry that specific brand, but may I suggest ... B. Is that the only brand you were interested in? C. Is there anything else you were looking for? D. We don't recommend that item. May I show you a better product? E. All of the above - Answers A. We don't carry that specific brand, but may I suggest Referring a customer to a competitor will likely result in: A. The customer seeking you out for future needs B. The customer never returning to your store C. A lost sales opportunity for you D. None of the above - Answers A. The customer seeking you out for future needs Creating customer loyalty is rewarding for: A. The store B. The sales associate C. The customer D. All of the above - Answers D. All of the above It is appropriate to call the competition to make sure they carry the item the customer is looking for. A. True B. False - Answers A. True A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associated is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate's best response? A. Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store. B. Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage. C. Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive. D. Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream. - Answers D. Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: A. An enjoyable atmosphere and super service B. Free coffee and doughnuts and a clean restroom C. Sales associates who look snazzy and take turns helping customers D. Good inventory and easy checkout - Answers A. An enjoyable atmosphere and super service Small kindnesses to your customers may include: A. Letting the customer make a local call to verify appropriateness or preference B. Consolidating many small packages into one large shopping bag C. Bringing merchandise to an older or disabled customer while he sits down D. Telling a customer about a lounge where she may tend to her baby's needs E. All of the above - Answers E. All of the above To assist your customers in a personal way, you should become familiar with: A. Their relatives, special friends, and loved ones B. Entertainment centers and movie theaters in the district C. Resources in and near your store D. Dining and day care near the store - Answers C. Resources in and near your store Your Personnel Policy states (1) All Employees can use their 20% discount cards for purchases, (2) Discount cards are non-transferable, (3) Employees are not allowed to ring up their own purchases, (4) Employees must pay for food purchases before consuming them, and (5) Under no circumstances should employees leave the store with goods that have not been paid for. With that in mind, a cashier at Walbound decides to buy a soda to drink during her break. According to the Personnel Policy, how should the cashier pay for the soda? A. Use another employee's discount card to buy the soda B. Ring up the soda herself before the break begins. C. Pay for the soda after the break is over D. Ask someone else to ring up the soda as soon as the break begins - Answers D. Ask someone else to ring up the soda as soon as the break begins In preparing a resource list for your customers, you should consider including: A. Local companies that have complementary services to the products you sell B. Phone numbers that customers have requested in the past, such as a taxi service C. Information about companies you recommend, such as repair shops D. All of the above - Answers D. All of the above When customers request any of the service "extras" your store offers: A. Tell them they'll have to contact Customer Service for further information B. Make a note in your client record system so you can provide more personalized service when those customers return in the future C. Tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time D. Tell them that you will call someone else to take care of them since you are busy. - Answers B. Make a note in your client record system so you can provide more personalized service when those customers return in the future When working with customers with disabilities be sure to take your time, be patient, and: A. Speak loudly, using a lot of hand gestures B. Let the customer help you understand his needs C. When you can, make decisions for the customer D. Offer to push them around the department so they can pick out things - Answers B. Let the customer help you understand his needs Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty? A. A promise to stand behind the product. B. To show it isn't the best quality so you need a warranty C. A promise to replace the product no matter what happens. D. To prove you will not need a warranty. - Answers A. A promise to stand behind the product. You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience. A. True B. False - Answers A. True A customer says, "I think I may be making a mistake here. I do like these pans but they're a gift for my friend, and she doesn't cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?