Review Customer service Industry certification Exam 2023
with complete solution
Which of the following examples BEST represents cross-selling?
Showing the customer a matching scarf and gloves when the customer purchases a
winter coat.
What is the most effective way to determine a customers price range for an item?
Listen closely to the customers responses to questions regarding price
Which of the following BEST defines a guarantee?
Agreement that the manufacturer will be responsible for any defect in a product & will
replace or repair a product that is defective.
Which is the BEST way to exhibit the features & benefits of an item?
Relate product features to the customer's needs in a "so that you can" statement.
Which is the NEXT BEST way to exhibit the features & benefits an item?
Share personal experiences about using the product & say it works well.
What is the BEST way for a sale associate to inform customers of the stores frequent
shopper program?
Tell customers about it during the sales transaction.
If the store does not offer the particular product the customer is looking for to use this
weekend for a party they are hosting, your FIRST option should always be?
Suggest alternatives that your store does carry.
If the store does not offer the specific one of a kind particular product the customer is
looking for, you FIRST option should always be to
Offer to special order the item
A customer is ready to trying dresses on. A sales associate may assist by
Offering 2 sizes stating each brand varies
The BEST way to sell a new pizza at a bulk discount store (likes SAM's) is
Taste test
When is the BEST time to tell a customer about a product warranty?
At the beginning of sales process when discussing benefits
What is a REBATE and when does the customer receive it?
After the customer mails in the receipt, he/she will receive money in the mail
What is the term for when a store meets a competitor's advertisement price?
Price matching
The BEST way for the sales associate to learn the benefits of a product is to
Attend a team training where you discuss benefits
After a delivery is made to a customer, the sales associate should
Follow up with call that day
A sales associate hears another associate struggling to answer questions from
customer
Stop and introduce self and help associate
A customer is looking for an item that is out of stock. How can the sales associate BEST
assist that customer?
Offer alternative that meets the customers needs
with complete solution
Which of the following examples BEST represents cross-selling?
Showing the customer a matching scarf and gloves when the customer purchases a
winter coat.
What is the most effective way to determine a customers price range for an item?
Listen closely to the customers responses to questions regarding price
Which of the following BEST defines a guarantee?
Agreement that the manufacturer will be responsible for any defect in a product & will
replace or repair a product that is defective.
Which is the BEST way to exhibit the features & benefits of an item?
Relate product features to the customer's needs in a "so that you can" statement.
Which is the NEXT BEST way to exhibit the features & benefits an item?
Share personal experiences about using the product & say it works well.
What is the BEST way for a sale associate to inform customers of the stores frequent
shopper program?
Tell customers about it during the sales transaction.
If the store does not offer the particular product the customer is looking for to use this
weekend for a party they are hosting, your FIRST option should always be?
Suggest alternatives that your store does carry.
If the store does not offer the specific one of a kind particular product the customer is
looking for, you FIRST option should always be to
Offer to special order the item
A customer is ready to trying dresses on. A sales associate may assist by
Offering 2 sizes stating each brand varies
The BEST way to sell a new pizza at a bulk discount store (likes SAM's) is
Taste test
When is the BEST time to tell a customer about a product warranty?
At the beginning of sales process when discussing benefits
What is a REBATE and when does the customer receive it?
After the customer mails in the receipt, he/she will receive money in the mail
What is the term for when a store meets a competitor's advertisement price?
Price matching
The BEST way for the sales associate to learn the benefits of a product is to
Attend a team training where you discuss benefits
After a delivery is made to a customer, the sales associate should
Follow up with call that day
A sales associate hears another associate struggling to answer questions from
customer
Stop and introduce self and help associate
A customer is looking for an item that is out of stock. How can the sales associate BEST
assist that customer?
Offer alternative that meets the customers needs
