Customer Service & Sales
1. Which of the following methods is the BEST way to resolve a customer complaint?
A. Actively listen to the complaint, ask questions, and let the customer have input into the solution.
B. Apologize to the customer that the merchandise didn't work out and refund the cost according to Store Policy.
C. Ask the manager to handle the situation so the customer feels like a priority regardless of the outcome.
D. Figure out how to make the customer happy before he or she gets angry, and the store loses the customer's
business.: A. Actively listen to the complaint, ask questions, and let the customer have input into the solution.
2. A customer arrives to pick up a stereo from the repair department. The customer states that the repairs
department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After 20
minutes the customer is angry. What should the associate do?
A. Apologize and offer to locate and deliver the stereo.
B. Refer the customer to a supervisor.
C. Tell the customer you are sorry, the call was a mistake.
D. Sell the customer a new stereo at a reduced price.: B. Refer the customer to a supervisor.
3. Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on
display?
A. To make it easier to demonstrate and sell products.
B. To warn customers about products that are difficult to assemble.
C. To learn how to push slow-moving products and not lose a sale.
D. To impress customers by demonstrating knowledge and expertise.: A. To make it easier to demonstrate and
sell products.
4. You are ringing up a customer's order when the customer notices that the price on one of the products was
rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to
see if there's a sale sign and find that there is an old, expired sale sign in front of the product. Which of the
following is the most appropriate course of action?
A. Remove the sale sign, apologize to the customer, and give the sale price to the customer.
B. Call your manager to remove the sale sign and handle the situation with the
, Customer Service & Sales
customer.
C. Explain to the customer that it is an expired sale sign, and she needs to pay the higher price.
D. Ask a coworker to finish ringing up the customer while you check to make sure all the signs in the store are
current.: A. Remove the sale sign, apologize to the customer, and give the sale price to the customer.
5. Why is it important for sales associates to test or sample the products they will be selling?
A. Associates may want to purchase a product for themselves.
B. Customers are likely to ask questions about the products.
C. It helps associates appear engaged while on the sales floor.
D. Managers often administer tests on the products' features.: B. Customers are likely to ask questions about the
products.
6. What is the MOST important information a sales associate should look for when studying the stores'
competition?
A. Flow of the competing store, including product displays and the location of cash registers and service desks.
B. Product details and specifications offered by the competing store, such as brand, price, size and warranty.
C. Product sale and sale timing information that the competing store places on websites and in newspapers.
D. Selling techniques and product demonstrations employed by sales associ- ates at the competing store.: B.
Product details and specifications offered by the competing store, such as brand, price, size and warranty.
7. What are the PRIMARY types of retail training for sales associates?
A. Accounting procedures and stock management.
B. Product knowledge and company procedures.
C. Special orders and delivery scheduling.
D. Vendor relationships in site locations.: B. Product knowledge and company procedures.
8. 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?
A. Offer the customer a refund or store credit.
B. Test the customer's computer and determine whether there is a problem
, Customer Service & Sales
with the feature.
C. Give the customer a detailed explanation of how to use the feature.
D. Tell the customer that there have been problems with this computer model and that there may be a better one
available.: B. Test the customer's computer and determine whether there is a problem with the feature.
9. An employee of a small company has duties that include answering phones and selling. A customer calls with a
question that the employee cannot answer. What should the employee do?
A. Tell the customer he doesn't know the answer to the question and politely end the call.
B. Put the customer on hold and search for the answer quickly while the customer holds.
C. Give the customer as much of an answer as possible based on the knowl- edge he has.
D. Offer the customer a choice of holding while he finds the answer or receiving a call-back.: D. Offer the
customer a choice of holding while he finds the answer or receiving a call-back.
10.A customer comes into your store wishing to purchase a specific item. You do not carry the item, so you
attempt to sell him a similar item. The customer is committed to buying the specific item and you can special
order it from the vendor. Why should you order the item?
A. Special orders provide additional service and build customer loyalty.
B. Special orders are something every sales associate should know how to do.
C. Special orders are more profitable for the store and will help you make your sales goal.
D. Special orders usually cost less than the items you normally carry.: A. Special orders provide additional
service and build customer loyalty.
11.You are a new receptionist at a spa. Today is your day off and you are getting a massage at another spa. The
receptionist serving you tells you how long your treatment will be, how much it will cost, and what products will
be used. You decide to share the same details with your customers. What are these details called?
A. Add-ons
B. Benefits
, Customer Service & Sales
C. Features
D. Hot buttons: C. Features
12.What is the most important reason for learning about product features?
A. To conduct product demonstrations of high-end items.
B. To answer questions and satisfy customer needs.
C. To familiarize customers with products in order to decrease returns on merchandise.
D. To steer customers toward slow moving merchandise.: B. To answer ques- tions and satisfy customer needs.
13.What should a sales associate do if a customer delivery is delayed?
A. Explain that deliveries are backed up and that the situation is being re- solved.
B. Apologize for the inconvenience and inquire with management about a resolution.
C. Call the manager to see if he or she can handle the problem alone.
D. Direct the customer to the shipping/receiving department.: B. Apologize for the inconvenience and inquire with
management about a resolution.
14.What is the BEST way for a sales associate to become familiar with the stores' products and services?
A. Attend all company and vendor provided trainings.
B. Partner with another sales associate and ask questions.
C. Study advertising Flyers to acquire product information.
D. Spend time on the sales floor with associates and ask questions.: A. Attend all company and vendor provided
trainings.
15.Which reason BEST explains why a sales associate should gain hands on knowledge of a store's products?
A. It is the best way to determine which product parts are most likely to need additional warranties.
B. It is the best way to impress customers with product knowledge, which helps encourage the sale.
C. It is the best way to learn and remember product features so they can be explained to customers.
D. It is the best way to learn which products are best so the customer can be instructed on which products to
buy.: C. It is the best way to learn and remember product features so they can be explained to customers.
1. Which of the following methods is the BEST way to resolve a customer complaint?
A. Actively listen to the complaint, ask questions, and let the customer have input into the solution.
B. Apologize to the customer that the merchandise didn't work out and refund the cost according to Store Policy.
C. Ask the manager to handle the situation so the customer feels like a priority regardless of the outcome.
D. Figure out how to make the customer happy before he or she gets angry, and the store loses the customer's
business.: A. Actively listen to the complaint, ask questions, and let the customer have input into the solution.
2. A customer arrives to pick up a stereo from the repair department. The customer states that the repairs
department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After 20
minutes the customer is angry. What should the associate do?
A. Apologize and offer to locate and deliver the stereo.
B. Refer the customer to a supervisor.
C. Tell the customer you are sorry, the call was a mistake.
D. Sell the customer a new stereo at a reduced price.: B. Refer the customer to a supervisor.
3. Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on
display?
A. To make it easier to demonstrate and sell products.
B. To warn customers about products that are difficult to assemble.
C. To learn how to push slow-moving products and not lose a sale.
D. To impress customers by demonstrating knowledge and expertise.: A. To make it easier to demonstrate and
sell products.
4. You are ringing up a customer's order when the customer notices that the price on one of the products was
rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to
see if there's a sale sign and find that there is an old, expired sale sign in front of the product. Which of the
following is the most appropriate course of action?
A. Remove the sale sign, apologize to the customer, and give the sale price to the customer.
B. Call your manager to remove the sale sign and handle the situation with the
, Customer Service & Sales
customer.
C. Explain to the customer that it is an expired sale sign, and she needs to pay the higher price.
D. Ask a coworker to finish ringing up the customer while you check to make sure all the signs in the store are
current.: A. Remove the sale sign, apologize to the customer, and give the sale price to the customer.
5. Why is it important for sales associates to test or sample the products they will be selling?
A. Associates may want to purchase a product for themselves.
B. Customers are likely to ask questions about the products.
C. It helps associates appear engaged while on the sales floor.
D. Managers often administer tests on the products' features.: B. Customers are likely to ask questions about the
products.
6. What is the MOST important information a sales associate should look for when studying the stores'
competition?
A. Flow of the competing store, including product displays and the location of cash registers and service desks.
B. Product details and specifications offered by the competing store, such as brand, price, size and warranty.
C. Product sale and sale timing information that the competing store places on websites and in newspapers.
D. Selling techniques and product demonstrations employed by sales associ- ates at the competing store.: B.
Product details and specifications offered by the competing store, such as brand, price, size and warranty.
7. What are the PRIMARY types of retail training for sales associates?
A. Accounting procedures and stock management.
B. Product knowledge and company procedures.
C. Special orders and delivery scheduling.
D. Vendor relationships in site locations.: B. Product knowledge and company procedures.
8. 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?
A. Offer the customer a refund or store credit.
B. Test the customer's computer and determine whether there is a problem
, Customer Service & Sales
with the feature.
C. Give the customer a detailed explanation of how to use the feature.
D. Tell the customer that there have been problems with this computer model and that there may be a better one
available.: B. Test the customer's computer and determine whether there is a problem with the feature.
9. An employee of a small company has duties that include answering phones and selling. A customer calls with a
question that the employee cannot answer. What should the employee do?
A. Tell the customer he doesn't know the answer to the question and politely end the call.
B. Put the customer on hold and search for the answer quickly while the customer holds.
C. Give the customer as much of an answer as possible based on the knowl- edge he has.
D. Offer the customer a choice of holding while he finds the answer or receiving a call-back.: D. Offer the
customer a choice of holding while he finds the answer or receiving a call-back.
10.A customer comes into your store wishing to purchase a specific item. You do not carry the item, so you
attempt to sell him a similar item. The customer is committed to buying the specific item and you can special
order it from the vendor. Why should you order the item?
A. Special orders provide additional service and build customer loyalty.
B. Special orders are something every sales associate should know how to do.
C. Special orders are more profitable for the store and will help you make your sales goal.
D. Special orders usually cost less than the items you normally carry.: A. Special orders provide additional
service and build customer loyalty.
11.You are a new receptionist at a spa. Today is your day off and you are getting a massage at another spa. The
receptionist serving you tells you how long your treatment will be, how much it will cost, and what products will
be used. You decide to share the same details with your customers. What are these details called?
A. Add-ons
B. Benefits
, Customer Service & Sales
C. Features
D. Hot buttons: C. Features
12.What is the most important reason for learning about product features?
A. To conduct product demonstrations of high-end items.
B. To answer questions and satisfy customer needs.
C. To familiarize customers with products in order to decrease returns on merchandise.
D. To steer customers toward slow moving merchandise.: B. To answer ques- tions and satisfy customer needs.
13.What should a sales associate do if a customer delivery is delayed?
A. Explain that deliveries are backed up and that the situation is being re- solved.
B. Apologize for the inconvenience and inquire with management about a resolution.
C. Call the manager to see if he or she can handle the problem alone.
D. Direct the customer to the shipping/receiving department.: B. Apologize for the inconvenience and inquire with
management about a resolution.
14.What is the BEST way for a sales associate to become familiar with the stores' products and services?
A. Attend all company and vendor provided trainings.
B. Partner with another sales associate and ask questions.
C. Study advertising Flyers to acquire product information.
D. Spend time on the sales floor with associates and ask questions.: A. Attend all company and vendor provided
trainings.
15.Which reason BEST explains why a sales associate should gain hands on knowledge of a store's products?
A. It is the best way to determine which product parts are most likely to need additional warranties.
B. It is the best way to impress customers with product knowledge, which helps encourage the sale.
C. It is the best way to learn and remember product features so they can be explained to customers.
D. It is the best way to learn which products are best so the customer can be instructed on which products to
buy.: C. It is the best way to learn and remember product features so they can be explained to customers.
