CSFR1

Front

During solicitation of feedback from in-store customers, which question by a sales associate would yield the MOST useful information for improving customer satisfaction? Options: “What other retailers have you visited recently?”, “Do you like the setup of our new product displays?”, “Have you purchased anything from our store’s website?”, “How easy was it to find what you were looking for today?”

Back

“How easy was it to find what you were looking for today?”

Front

A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick the pants up, the legs are too short. The customer tells the sales associate, “This will never do. I can’t wear them like this. You are going to have to change the hem.” How should the sales associate respond?

Back

Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.

Front

A customer calls to complain that his refrigerator was not delivered on time. How should the associate handle the complaint?

Back

Thank the customer, apologize for the inconvenience, and ask him for information pertaining to the delivery.

Front

Which of the following examples best represents cross-selling? Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes. Discussing the benefits of different brands when a customer is purchasing a computer. Letting a customer know that there are a few out-of-season pajamas on the clearance rack when the customer purchases pajamas. Showing a customer a matching scarf and gloves when the customer purchases a winter coat.

Back

Showing a customer a matching scarf and gloves when the customer purchases a winter coat.

Front

A sales associate working at the customer service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold a charge. What is the best way for the associate to respond to the customer?

Back

“I’m sorry that the laptop is not working properly. Fortunately, the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you.”

Front

What is the best way for the sales associate to prepare for the arrival of a customer who is in a rush to view a digital camera? Options: Locate the manufacturer’s brochure and appropriate accessories, and be prepared to offer an extended warranty to the sale. Place the camera and a memory card at the customer service desk with the customer’s name attached, and request a page when the customer arrives so he can be quickly assisted. Place the camera in a bag with the customer’s name attached, and leave the bag at the customer service desk for quick access. Select two alternate camera models with features similar to the ones the customer inquired about so that you can present a variety of products when the customer arrives.

Back

Place the camera and a memory card at the customer service desk with the customer’s name attached, and request a page when the customer arrives so he can be quickly assisted.

Front

A customer is purchasing a set of towels for a new apartment and is considering adding a monogram to the towels. The store’s policy states that the addition of monogramming would make the towels non-returnable, and the customer is slightly concerned the color may not match the apartment’s bathroom. In order to enforce store policy, what should the sales associate say?

Back

Please be aware that it is our store policy that personalized items cannot be returned.

Front

A customer has tried on a business suit and really likes the style and color, however, the pants are too long. Which of the following responses is the Best way for the sales associate to encourage the customer to use the store’s alterations services? Options: “Are those the shoes you’d wear with that suit? The shoe department is having a sale this week. You may want to try a higher heel.”, “How are you with a needle and thread? If you don’t sew, we do offer alterations for a small fee.”, “That suit sure looks nice on you! Are you aware that we offer free hemming on all of our slacks? It only takes a couple of days.”, “That’s a great suit! You may want to have it laundered and then see if the slacks are still too long. We do have a tailor on staff.”

Back

“That suit sure looks nice on you! Are you aware that we offer free hemming on all of our slacks? It only takes a couple of days.”

Front

After apologizing for the inconvenience, what else should the associate do to help satisfy the customer’s request? Options: Clearly repeat the policy so the customer understands there is no other option. Explain how the customer and store benefit from the store’s policy. Inform the customer of dates when the item may be on sale again. Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.

Back

Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.

Front

A woman enters a store to purchase a dress for a special event. She finds a dress she loves, but she is concerned about the price. As the sales associate, how do you close the sale?

Back

Tell her about the sale and encourage her to return next week to buy the dress.