Intense Customer Service Exam Review Pt. 1 and pt. 2
with complete solution
You are a customer service associate at a health insurance company. A customer calls
and is angry because your company will not cover the cost of a medical test her doctor
requires. She insists on speaking with the president of your company. What should you
do to assist the customer?
Empathize with customer, offer her choices and close the conversation positively
The store just introduced a new line of home theater speakers and the sales associates
have no experience with that brand. What is the BEST way for the associates to gain
knowledge on the new vendor's product line?
Complete all new training and review vendor supplied information on the features and
benefits of the products.
What is the most important information a sales associate should look for when studying
the store's competition?
Product details and specifications offered by the competing store such as brand, price,
size and warranty
Two food processors are in the same price range and have similar features. What
should a sales associate do to help a customer make a decision between the two
products?
Compares the instruction manuals for each processor in order to clearly explain how it
operates
A customer who is going on a camping trip the next day would like to see a new line of
high definition binoculars. Having just sold the last pair, how should the sales associate
proceed?
refer the customer to another store
Your store policy is _________provide refunds for a sale or personalized items. What is
the BEST way to ensure that customers are made aware of this policy?
Inform customers of the store's refund policy as part of the checkout process
A customer is interested in purchasing a washer and dryer. The customer requires
weekend delivery appointment and also mentions needing the set immediately. What is
the BEST way for the sales associate to communicate with the delivery department to
determine if the customer's needs can be satisfied?
Provide the model numbers of the items the customer wants and the customer's
address and determine if delivery is possible this weekend.
What are the BEST steps to take if a customer's expectations are not met?
Listen, acknowledge the problem, ask questions and determine a solution the customer
and the store can agree to.
A new cashier is working the register alone for the first time when a customer asks to
write a check for $20over the purchase total. The cashier is not familiar with the policy.
What should she do?
Ask a fellow associate to confirm the policy
A store is promoting a $50 rebate on the purchase of any DVD player that costs more
than $150. A customer says she does not understand rebates. Which of following BEST
describes this rebate offer?
, The customer will receive a check for $50 after submitting proof of purchase verification
A sales associate sold a customer and expensive winter fur coat two seasons ago. The
sales included free cleaning, alterations, and repairs. IN checking the customer records,
the sales associate discovers that the customer has not brought her coat in for cleaning
since she purchased it. What should the sales associate do?
Call the customer to remind her that she is entitled to free cleaning and other services
A customer is returning an electric screwdriver, stating that it failed to work properly
when used during a project that sales associate knows the item was not designed for.
After apologizing to the customer what is the BEST way for the sales associate to
resolve the issue and save the sale?
Explain the features and benefits of an upgraded, more appropriate model and offer to
make and exchange.
As a sales associate what is the BEST course of action to take when a customer asks a
question you cannot answer?
Explain that you do not know the answer but that you will find out the answer from a
supervisor or co-worker
What is the BEST way to service a customer who is shopping with a group of friends?
Provide quality service to all in attendance
A store is launching new line of cosmetic. The store is planning an in store makeover
event to introduce the high ended products. Which of the following is the MOST popular
and effective selling technique to promote the products?
samples and sales flyers
Why is being a knowledgeable sales associate KEY component of providing exceptional
customer experience?
it improves the sales associate's confidence and level of customer service by having
increased product knowledge.
Which of the following is a common response to the question, "May I help you" or "Can I
help you find something"
I'm just looking
Which type of customer follow-up by a sales associate may cause customer
resentment?
Telemarketer
A sales associate completes an online training class for a store's now MP3 players, but
she cannot remember how long it takes to charge the batteries. What should the sales
associate do?
review the online class again
During a sales attempt which of the following best describes how a sales associate can
limit the number of objections received from the customers?
explain the return and exchange policy to ease customers concerns should they change
their mind after the sale.
Which of the following situations best describes a circumstance that warrants a follow
up phone call from a sales associate?
The sales associated have helped a customer make a major purchase on the home
appliance that was delivered to the customer's home.
Shawn and Tom are furniture delivery men. A checker at the store's warehouse
attaches the following tag to every piece of furniture they deliver. After a long day of
with complete solution
You are a customer service associate at a health insurance company. A customer calls
and is angry because your company will not cover the cost of a medical test her doctor
requires. She insists on speaking with the president of your company. What should you
do to assist the customer?
Empathize with customer, offer her choices and close the conversation positively
The store just introduced a new line of home theater speakers and the sales associates
have no experience with that brand. What is the BEST way for the associates to gain
knowledge on the new vendor's product line?
Complete all new training and review vendor supplied information on the features and
benefits of the products.
What is the most important information a sales associate should look for when studying
the store's competition?
Product details and specifications offered by the competing store such as brand, price,
size and warranty
Two food processors are in the same price range and have similar features. What
should a sales associate do to help a customer make a decision between the two
products?
Compares the instruction manuals for each processor in order to clearly explain how it
operates
A customer who is going on a camping trip the next day would like to see a new line of
high definition binoculars. Having just sold the last pair, how should the sales associate
proceed?
refer the customer to another store
Your store policy is _________provide refunds for a sale or personalized items. What is
the BEST way to ensure that customers are made aware of this policy?
Inform customers of the store's refund policy as part of the checkout process
A customer is interested in purchasing a washer and dryer. The customer requires
weekend delivery appointment and also mentions needing the set immediately. What is
the BEST way for the sales associate to communicate with the delivery department to
determine if the customer's needs can be satisfied?
Provide the model numbers of the items the customer wants and the customer's
address and determine if delivery is possible this weekend.
What are the BEST steps to take if a customer's expectations are not met?
Listen, acknowledge the problem, ask questions and determine a solution the customer
and the store can agree to.
A new cashier is working the register alone for the first time when a customer asks to
write a check for $20over the purchase total. The cashier is not familiar with the policy.
What should she do?
Ask a fellow associate to confirm the policy
A store is promoting a $50 rebate on the purchase of any DVD player that costs more
than $150. A customer says she does not understand rebates. Which of following BEST
describes this rebate offer?
, The customer will receive a check for $50 after submitting proof of purchase verification
A sales associate sold a customer and expensive winter fur coat two seasons ago. The
sales included free cleaning, alterations, and repairs. IN checking the customer records,
the sales associate discovers that the customer has not brought her coat in for cleaning
since she purchased it. What should the sales associate do?
Call the customer to remind her that she is entitled to free cleaning and other services
A customer is returning an electric screwdriver, stating that it failed to work properly
when used during a project that sales associate knows the item was not designed for.
After apologizing to the customer what is the BEST way for the sales associate to
resolve the issue and save the sale?
Explain the features and benefits of an upgraded, more appropriate model and offer to
make and exchange.
As a sales associate what is the BEST course of action to take when a customer asks a
question you cannot answer?
Explain that you do not know the answer but that you will find out the answer from a
supervisor or co-worker
What is the BEST way to service a customer who is shopping with a group of friends?
Provide quality service to all in attendance
A store is launching new line of cosmetic. The store is planning an in store makeover
event to introduce the high ended products. Which of the following is the MOST popular
and effective selling technique to promote the products?
samples and sales flyers
Why is being a knowledgeable sales associate KEY component of providing exceptional
customer experience?
it improves the sales associate's confidence and level of customer service by having
increased product knowledge.
Which of the following is a common response to the question, "May I help you" or "Can I
help you find something"
I'm just looking
Which type of customer follow-up by a sales associate may cause customer
resentment?
Telemarketer
A sales associate completes an online training class for a store's now MP3 players, but
she cannot remember how long it takes to charge the batteries. What should the sales
associate do?
review the online class again
During a sales attempt which of the following best describes how a sales associate can
limit the number of objections received from the customers?
explain the return and exchange policy to ease customers concerns should they change
their mind after the sale.
Which of the following situations best describes a circumstance that warrants a follow
up phone call from a sales associate?
The sales associated have helped a customer make a major purchase on the home
appliance that was delivered to the customer's home.
Shawn and Tom are furniture delivery men. A checker at the store's warehouse
attaches the following tag to every piece of furniture they deliver. After a long day of
