CSS Practice Exam 01 2024-2025

Front

A customer is attempting to return a flight case that they purchased several weeks ago. Overall the flight case looks brand new but unfortunately the wheels no longer work! What is the best action to fix the customer's issue?

Back

Ask the customer how they would like the issue resolved and make sure it fits with the store policy.

Front

As a sales associate what is the best way for you to gain knowledge about a new product that the store has just introduced?

Back

Complete the training supplied directly from the vendor of the new product

Front

Why should a sales associate know their store's products as well as products that are at competing stores?

Back

To showcase the difference between their store's products and the products offered at competing stores

Front

An angry customer is demanding to speak to a sales manager. The customer purchased an iPhone just last week but battery only lasts for 47 minutes! How should you the sales associate respond to this customer?

Back

I'm sorry this happened it is still under warranty let me see what we can do

Front

What does the A in the CRAVED model stand for? Available, Awesome, Accessible, Automatic

Back

Available

Front

Why should you attend a Lunch and Learn about a product a second time if you feel you already know everything about it?

Back

To have the most up to date information in case there are any customer questions.

Front

What is the best way to find more information about how to care for a unique article of clothing?

Back

Check the tag on the article of clothing because there are care instructions printed directly on the tag.

Front

When is a sales associate completely prepared to be able to sell a product within a store? Options: The sales associate has worked through all of the virtual training, The sales associate has passed the required multiple choice exam, The sales associate can talk to other sales associates about their favorite features of most products within the store, The sales associate has completed the required training has the ability to confidently and accurately answer customer questions as well as provide basic troubleshooting

Back

The sales associate has completed the required training has the ability to confidently and accurately answer customer questions as well as provide basic troubleshooting.

Front

How should a well-trained sales associate respond when customers express frustration or upset feelings?

Back

Listen actively and politely.

Front

As the store manager, what should you do if a suspicious looking customer walks very quickly into your store, heads directly to a display of smart watches, huddles over them for several minutes, and then starts walking very quickly out of the store?

Back

Intercept the customer by politely approaching them and ask them if there is anything you can help them with because it looks like they weren't able to find what they were looking for.