Set D: CSS Test Practice with Released Items

A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

• Will that be cash or credit card?

• Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

• We'll be having a sale on watches sometime next month

• Do you want to look at a few more styles?

Which store offers the best price? Store 1: Price $27; Discount 0 Warranty 5 year. Store 2 Price: $27; Discount 0; 3 year Warranty. Store 3: Price $30; Discount 10%; Warranty: 4 year

• Store 1 offers the best price
• Store 3 offers the best price.
• Store 2 offers the best price
• They all offer the same exact price

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

• Suggest alternatives that your store does carry
• Inform him of the drawbacks of the product he is seeking
• Convince the customer he doesn't need it anyway
• Immediately refer him to a competitor

Which of the following steps will help you keep commitments to customers?

• Promising customers you will find the items they request
• Calling customers back only when you can find the requested item or information
• Immediately stopping whatever you're doing to take care of phone customer requests
• Calling customers back in a timely manner

Customer complaints should be welcomed because they provide an opportunity to:

• Do something different for a change
• Get customers back to the store so they'll buy more
• Learn about problems so improvements can be made
• Learn who the potential "problem customers" are

Even if your company's return policy restricts what you can do for the customer, you should:

• Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it
• Do what the customer asks; management will have to support your decision
• Consider alternatives, such as offering a discount coupon or a free sample
• Tell him he should consider shopping at a competitor

If the customer isn't shopping alone, you can include the rest of the party by:

• Giving other service to those in the party, such as offering a chair or a cup of refreshment
• Remind the customer of the kids' zone area
• Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
• Telling any children to behave themselves while their parent makes this important decision

How is a complaint about a product that is still under warranty BEST resolved?

• Ask the customer why he did not purchase the extended warranty for the product
• Discuss your company’s terms regarding warranties as well as the terms of the manufacturer’s warranty
• Refer the customer directly to a toll free number that the manufacturer has provided
• Offer the customer repair options even if the manufacturer’s warranty has expired

A customer wants her grocery store to start carrying a new item. She asks a store clerk if that is possible. How should the clerk respond?

• Tell her that the store does not typically do special orders
• Let her know that the item is not a popular item
• Ask the manager on duty to talk with her about stocking the item
• Send her to another grocery or specialty store that may carry the item

A customer has purchased monogram table linens, which are a special order and ship directly from the manufacturer. What information should the associate provide the customer to enable the customer to check on the status of the delivery?

• The product’s SKU number, a personal business card, and the delivery driver’s contact information
• The order number, a copy of the completed paperwork, and a contact phone number for delivery updates
• The product’s SKU number, the shipping carrier’s website address, and the shipping hotline number
• The order number, the store’s website address, and the manufacturer’s website address.