customer service
question and answers
2025/2026
A customer asks an associate for help choosing a scarf. The customer mentions that she is
allergic to many natural fabrics. The associate will be on duty for only 15 more minutes and is
rushing to finish restocking shelves before leaving. Which of the following should the associate
do NEXT? - correct answersAsk the customer questions to learn which fibers she can use, and
then help her find scarves in that material.
If you are working with a customer, how should you react when you are approached by a
second customer? - correct answersMake eye contact to let the second customer know he has
your attention
Samples of a new line of baked goods are arranged for sampling. Customers are complaining to
an associate at the register that a child is touching all of the samples. The associate does not see
the parents anywhere. Which of the following should the associate do? - correct answersAsk
another associate for help in moving the sample tray out of the child's reach
An angry customer rushes to the front of the line, approaches you at the cash register, and
demands immediate attention to help solve her problem. What should you do to calm the
, customer? - correct answersLet the customer know you will do everything you can to correct
the situation as soon as you finish helping your current customer
A pizza shop driver arrives at a customer's home with an order. As the customer is about to pay
the driver, the customer notices that the order is wrong. Which of the following is the BEST way
to correct the problem? - correct answersCharge the customer half price if the order is accepted
as is
When an advertised lawn mower is sold out, your store offers a similar item at the sale price. A
customer wants to buy the lawn mower advertised on sale. Another sales associate just sold the
last one available. What should you do? - correct answersOffer a comparable mower at the sale
price
A customer who is making a return loudly remarks about the poor quality of service received
from the store. What is the BEST way for the sales associate helping the customer to respond? -
correct answersEnsure excellent service by asking what can be done to satisfy the customer
What is the purpose of training assignments or evaluations during or after scheduled course
time? - correct answersTo help managers match employees to the departments or products
they are most interested in selling, creating better customer service
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? - correct answersTest the customer's computer and determine whether there is a
problem with the feature
What is the MOST important reason for learning about product features? - correct answersTo
answer questions and satisfy customer needs
A customer walks into the deli department at the supermarket and is overwhelmed by the
variety of cheeses for sale. The customer asks a new employee, who is still in training, some
questions about the differences in cheeses. The other deli associate is on a lunch break. What is
the BEST way the associate can save the sale? - correct answersOffer the customer samples of
the cheeses she is interested in, and express interest in her reactions
question and answers
2025/2026
A customer asks an associate for help choosing a scarf. The customer mentions that she is
allergic to many natural fabrics. The associate will be on duty for only 15 more minutes and is
rushing to finish restocking shelves before leaving. Which of the following should the associate
do NEXT? - correct answersAsk the customer questions to learn which fibers she can use, and
then help her find scarves in that material.
If you are working with a customer, how should you react when you are approached by a
second customer? - correct answersMake eye contact to let the second customer know he has
your attention
Samples of a new line of baked goods are arranged for sampling. Customers are complaining to
an associate at the register that a child is touching all of the samples. The associate does not see
the parents anywhere. Which of the following should the associate do? - correct answersAsk
another associate for help in moving the sample tray out of the child's reach
An angry customer rushes to the front of the line, approaches you at the cash register, and
demands immediate attention to help solve her problem. What should you do to calm the
, customer? - correct answersLet the customer know you will do everything you can to correct
the situation as soon as you finish helping your current customer
A pizza shop driver arrives at a customer's home with an order. As the customer is about to pay
the driver, the customer notices that the order is wrong. Which of the following is the BEST way
to correct the problem? - correct answersCharge the customer half price if the order is accepted
as is
When an advertised lawn mower is sold out, your store offers a similar item at the sale price. A
customer wants to buy the lawn mower advertised on sale. Another sales associate just sold the
last one available. What should you do? - correct answersOffer a comparable mower at the sale
price
A customer who is making a return loudly remarks about the poor quality of service received
from the store. What is the BEST way for the sales associate helping the customer to respond? -
correct answersEnsure excellent service by asking what can be done to satisfy the customer
What is the purpose of training assignments or evaluations during or after scheduled course
time? - correct answersTo help managers match employees to the departments or products
they are most interested in selling, creating better customer service
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? - correct answersTest the customer's computer and determine whether there is a
problem with the feature
What is the MOST important reason for learning about product features? - correct answersTo
answer questions and satisfy customer needs
A customer walks into the deli department at the supermarket and is overwhelmed by the
variety of cheeses for sale. The customer asks a new employee, who is still in training, some
questions about the differences in cheeses. The other deli associate is on a lunch break. What is
the BEST way the associate can save the sale? - correct answersOffer the customer samples of
the cheeses she is interested in, and express interest in her reactions
