Customer Service Certification Exam Review

The customer has said "No, thank you" when you offered your help. What do you do next?

• Back off for the time being, but remain alert for a sign that you are needed

• Ask the customer if he or she is sure that help is not needed

• Walk away and help another customer

• Take your lunch break

Produces the products

• Wholesaler

• Manufacturer

• Supercenters

• Impulse Buyer

Which of the following is an appropriate reason for following up with a customer?

• You are curious whether a gift your customer purchased was well received

• You want to know why a customer did not make it in for a special sale

• You finally located an item the customer asked for a while back

• You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now

Which is NOT one of the actions you have to witness a customer do to prove shoplifting?

• pick up the item

• conceal the item

• leave the store without intending to pay for the item

• tear off the price tag

Personal shopping services may be appropriate for which of the following customers?

• A shopper who asks you to help select gift items for the holidays

• A customer who is in a hurry and does not have time to look for specific items

• all of the above

• Corporate Chain

Scenario: An elderly woman has returned to your department several times this morning and on each occasion has examined a rack of new blouses. She seems interested in the last pink one remaining on the rack, though she has rejected your offer of assistance. You wait on another customer and a moment later you see the woman leaving the store. There is no longer a pink blouse on the rack. Should you __________________?

• run out of the store and catch up with the woman and ask her to return the blouse

• alert coworkers that a woman (give description) may be coming back to the store to return the stolen pink blouse. (Although uncommon, it's something that occasionally occurs)

• If she returns to the store, call security (or a manager if your store does not have security) and request that they monitor her

• inform the person that you do not know but will find out

A clothing store has this sign clearly posted on the door: PLEASE NO food or drink to be brought into the store THANK YOU VERY MUCH An associate is ringing up a customer and sees that another customer has a small child who is eating a dripping ice cream cone. The child is standing near a display of silk shirts. Which of these is the associate's best response?

• Briefly interrupt the first customer's transaction, ask the second customer to kindly dispose of the ice cream, and offer to hold his selections

• Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store.

• Excuse herself from the first customer briefly and let the second customer know that he will have to pay for anything his child might damage

• call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive

What is shrink or shrinkage?

• loss caused by returned items that cannot be re-sold

• loss caused by debit/credit card fraud

• loss caused by shoplifting, employee theft , or employee error

• loss caused by employees taking something other than inventory

In preparing a resource list for your customers, you should consider including

• Local companies that have complementary services to the products you sell

• Phone number that customers have requested in the past, such as taxi service

• Information about companies you recommend, such as repair shops

• all of the above

If a customer becomes verbally abusive, you should probably

• refund his money immediately

• contact your manager

• tell who he is being abusive and call security

• Do nothing, The customer is always right.