CUSTOMER SERVICE PRE-SCREEN REVIEW EXAM
2023 WITH COMPLETE SOLUTION
What question do you ask to get feedback to see if the computer software met
expectations of the customer?
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
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?
What color do you prefer in that brand?
A good reason for creating an opening for discussion is to
Get to know what the customer wants
The best way to talk to a new customer is to
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
Indicating that based on your professional product knowledge, you feel his purchases
are worthwhile
A retail association sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must
Secure the area and report the situation to management
If the customer isn't shopping alone, you can include the rest of the party by
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?
Shall I go ahead and replace the band for you or do you want to keep both styles for
different looks?
According to market research, what percentage of customers is likely to spend more if
the sales associate is helpful?
45%
If a customer walks directly to an item, this may indicate that he
Knows what he wants and would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to
Satisfy the customer
You can best determine the customer's needs by gathering information through careful
observation and by
Asking the customer thoughtful questions
Which store offers the best price?
Store 1 Store 2 Store 3
, Price $27 $27 $30
Discount 10%
Warranty 5 year 3 year 4 year
store 1
To keep the lines of communication open, the best questions to ask
Begin with who, what, where, when, how, or why
Which of the following are examples of open-ended questions?
What features are important to you?
When fitting the products to the customer, you should
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?
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?
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:
Suggest alternatives that your store does carry
Which of the following scenarios shows the proper use of a business card? The
Salesperson says,
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?
We don't carry that specific brand, but may I suggest ...
Referring a customer to a competitor will likely result in:
The customer seeking you out for future needs
Creating customer loyalty is rewarding for
A. The store, The sales associate,The customer
What is the BEST way for a sales associate to learn about new merchandise that has
just come into your store?
Read the labels and packaging information on the new product
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?
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:
An enjoyable atmosphere and super service
Small kindnesses to your customers may include:
Letting the customer make a local call to verify appropriateness or
preference,Consolidating many small packages into one large shopping bag,Bringing
2023 WITH COMPLETE SOLUTION
What question do you ask to get feedback to see if the computer software met
expectations of the customer?
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
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?
What color do you prefer in that brand?
A good reason for creating an opening for discussion is to
Get to know what the customer wants
The best way to talk to a new customer is to
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
Indicating that based on your professional product knowledge, you feel his purchases
are worthwhile
A retail association sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must
Secure the area and report the situation to management
If the customer isn't shopping alone, you can include the rest of the party by
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?
Shall I go ahead and replace the band for you or do you want to keep both styles for
different looks?
According to market research, what percentage of customers is likely to spend more if
the sales associate is helpful?
45%
If a customer walks directly to an item, this may indicate that he
Knows what he wants and would probably appreciate quick, efficient service
Your ultimate goal as a sales associate is to
Satisfy the customer
You can best determine the customer's needs by gathering information through careful
observation and by
Asking the customer thoughtful questions
Which store offers the best price?
Store 1 Store 2 Store 3
, Price $27 $27 $30
Discount 10%
Warranty 5 year 3 year 4 year
store 1
To keep the lines of communication open, the best questions to ask
Begin with who, what, where, when, how, or why
Which of the following are examples of open-ended questions?
What features are important to you?
When fitting the products to the customer, you should
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?
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?
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:
Suggest alternatives that your store does carry
Which of the following scenarios shows the proper use of a business card? The
Salesperson says,
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?
We don't carry that specific brand, but may I suggest ...
Referring a customer to a competitor will likely result in:
The customer seeking you out for future needs
Creating customer loyalty is rewarding for
A. The store, The sales associate,The customer
What is the BEST way for a sales associate to learn about new merchandise that has
just come into your store?
Read the labels and packaging information on the new product
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?
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:
An enjoyable atmosphere and super service
Small kindnesses to your customers may include:
Letting the customer make a local call to verify appropriateness or
preference,Consolidating many small packages into one large shopping bag,Bringing
