Customer Service Entrance Exam Part 2

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: 

• A. A cup of coffee 
• B. Service with a smile 
• C. An excuse for the product’s failure 
• D. Give them a new one of the same product

A customer approaches the service desk with a toy doll.  She says that she bought the doll for her niece’s birthday a month ago and that the doll no longer speaks.  Which of these should the associate say FIRST?

• A.  Are you sure that you bought this doll at this store?  Do you have your receipt?
• B.  We’ve had a lot of complaints about this doll.  You might want to contact the manufacturer. 
• C.  We’ve never had any complaints about this doll before.  What do you think your niece did to it?
• D.  With this kind of toy, it’s always best to check the batteries first.  Let me check them for you.

The warranty is an excellent tool for you to use to: 

• A. Prove that your company has the best price 
• B. Explain your company’s return policy 
• C. Reassure the customer about a product’s quality 
• D. All of the above 

If your company does not have a manual that describes all the major product warranties, you should: 

• A. Avoid talking about warranties with your customers 
• B. Create your own by making copies of the various product warranties and related information 
• C. Decide on a general, neutral comment you can make if customers ask you about a warranty 
• D. Open up the package and read the warranty to them  

Cheryl works at Sears and is assigned to sell an elliptical training machine.  Cheryl completed the product training a week ago.  What should Cheryl do to better prepare?

• A.  Find the elliptical training machine box and read whatever information came with it.
• B.  Demonstrate the elliptical machine in the store with customers until she is familiar with its features.
• C.  Ask her boss to assign her to another department she is more familiar with.
• D.  Switch departments with another sales associate.  

An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should:

• A.  Completely avoid talking about the specific product and change the topic.
• B.  Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to
    resolve any issues.
• C.  Take the offensive when a caller brings up the controversial subject and try to convince the caller that they
    are mistaken.
• D.  Tell the caller that the company is aware of the problem and is taking steps to fix it.

When your customer asks you to make an exception to the company policy regarding warranties, you should probably: 

• A. Check with your immediate supervisor or manager 
• B. Make the exception, but only if the customer promises to make additional purchases 
• C. Tell him you do not make exceptions 
• D. Tell them to buy the product again and return the broken one in the new box.  

When customers return merchandise, you should: 

• A. Make sure they have a good reason for doing so 
• B. Treat them with the same respect you would if they were making a purchase 
• C. Not worry about how you treat them, because you don’t want them to come back again 
• D. Send them to the service counter to wait for a customer service rep

A customer comes into your store with an ad from another store showing its advertised price which is lower than your price.  As a sales associate, what should you do first? 

• A. Refer to your store’s policy on meeting competitor’s ads
• B. Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
• C.  Immediately change the price in your store to meet the competitor’s price.
• D.  Ask your store manager how to respond to the customer

Managers who hire sales associates say that they value retail workers for their:   

• A. Willingness to “step back”
• B.  Capacity to work alone
• C.  Ability to focus on a single task
• D.  Composure under pressure