MERA CUSTOMER SERVICE SCREENING
Actual Exam Questions With Reviewed 100%
Correct Detailed Answers
Guaranteed Pass!!Current Update
(Verified Pass)
1. 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 - ANSWER B. Let the customer help you understand his
needs
2. 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. - ANSWER A. A promise to
stand behind the product.
,3. 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 - ANSWER A. True
4. 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?
A. Your friend could always return them. If you're unsure about the
pans, maybe I could help you find something more appropriate. What
are her hobbies?
B. She'll probably want to do more cooking when she sees these pans!
C. I think it's nice to give something you like. If she doesn't like them,
she can exchange them.
D. I'm sure she'll like them just like you do. - ANSWER A. Your friend
could always return them. If you're unsure about the pans, maybe I
could help you find something more appropriate. What are her
hobbies?
5. You should go out of your way to make customers with disabilities feel like
they don't have to do anything.
A. True
B. False - ANSWER B. False
6. Requiring all salespeople to greet customers immediately upon entering the
store is an example of what type of policy?
, A. Selling Process
B. Pricing Strategy
C. Return Policy
D. Deliver Policy - ANSWER A. Selling Process
7. To speed up the customer service process, you should interact more with
the accompanying able-bodied person than with the shopper with
disabilities.
A. True
B. False - ANSWER B. False
8. The sales tax rate (state and local) is 9.5%. What would the total be
including sales taxes for an item with a price tag of $9.78?
A. $10.71
B. $ .93
C. $10.70
D. $9.86 - ANSWER A. $10.71
9. When providing service to customers with disabilities, you usually should
not provide physical assistance unless it has been requested.
A. True
B. False - ANSWER A. True
10.Communication is important! When providing service to a person who is
hearing impaired, you should:
A. Ask the customer how he would like to communicate
B. Speak as loudly as you can, speak clearly, and stand very close to his
ear while you talk
, C. Call over to your sales associates and tell them you have a disabled
person to work with, would they please take care of the other
customers
D. Call the person in another department who knows some sign
language to come help you - ANSWER A. Ask the customer how
he would like to communicate
11.When giving service to a person with developmental disabilities, it may be
helpful to explain complex tasks one step at a time.
A. True
B. False - ANSWER A. True
12.When balancing service between phone customers and those you may
already be helping in the store, you should:
A. Tell your in-store customer that you need to get the phone and she
should look around for awhile
B. Move your in-store customer over to by the phone and help both
customers at the same time
C. Excuse yourself courteously from your in-store customer saying that
you'll be right back and answer the phone
D. Since your customer is in the store, wait on the customer and ignore the
phone until you have time - ANSWER C. Excuse yourself courteously from
your in-store customer saying that you'll be right back and answer the phone
13.If you are shipping an item, it may be appropriate to enclose a "Thank you
note" with your business card attached.
A. True
Actual Exam Questions With Reviewed 100%
Correct Detailed Answers
Guaranteed Pass!!Current Update
(Verified Pass)
1. 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 - ANSWER B. Let the customer help you understand his
needs
2. 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. - ANSWER A. A promise to
stand behind the product.
,3. 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 - ANSWER A. True
4. 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?
A. Your friend could always return them. If you're unsure about the
pans, maybe I could help you find something more appropriate. What
are her hobbies?
B. She'll probably want to do more cooking when she sees these pans!
C. I think it's nice to give something you like. If she doesn't like them,
she can exchange them.
D. I'm sure she'll like them just like you do. - ANSWER A. Your friend
could always return them. If you're unsure about the pans, maybe I
could help you find something more appropriate. What are her
hobbies?
5. You should go out of your way to make customers with disabilities feel like
they don't have to do anything.
A. True
B. False - ANSWER B. False
6. Requiring all salespeople to greet customers immediately upon entering the
store is an example of what type of policy?
, A. Selling Process
B. Pricing Strategy
C. Return Policy
D. Deliver Policy - ANSWER A. Selling Process
7. To speed up the customer service process, you should interact more with
the accompanying able-bodied person than with the shopper with
disabilities.
A. True
B. False - ANSWER B. False
8. The sales tax rate (state and local) is 9.5%. What would the total be
including sales taxes for an item with a price tag of $9.78?
A. $10.71
B. $ .93
C. $10.70
D. $9.86 - ANSWER A. $10.71
9. When providing service to customers with disabilities, you usually should
not provide physical assistance unless it has been requested.
A. True
B. False - ANSWER A. True
10.Communication is important! When providing service to a person who is
hearing impaired, you should:
A. Ask the customer how he would like to communicate
B. Speak as loudly as you can, speak clearly, and stand very close to his
ear while you talk
, C. Call over to your sales associates and tell them you have a disabled
person to work with, would they please take care of the other
customers
D. Call the person in another department who knows some sign
language to come help you - ANSWER A. Ask the customer how
he would like to communicate
11.When giving service to a person with developmental disabilities, it may be
helpful to explain complex tasks one step at a time.
A. True
B. False - ANSWER A. True
12.When balancing service between phone customers and those you may
already be helping in the store, you should:
A. Tell your in-store customer that you need to get the phone and she
should look around for awhile
B. Move your in-store customer over to by the phone and help both
customers at the same time
C. Excuse yourself courteously from your in-store customer saying that
you'll be right back and answer the phone
D. Since your customer is in the store, wait on the customer and ignore the
phone until you have time - ANSWER C. Excuse yourself courteously from
your in-store customer saying that you'll be right back and answer the phone
13.If you are shipping an item, it may be appropriate to enclose a "Thank you
note" with your business card attached.
A. True
