CSS Practice Exam 02 2024-2025

A customer is searching for some Crocs that have just been released for the upcoming Halloween season, the orange and black ones, specifically size 11. Unfortunately, you know these are out of stock because a customer just bought the last pair of size 11 PumpCrocs this morning. What is the most appropriate and professional way to respond to this customer?

• You snooze you lose
• I don't mind double checking the backroom for another pair but I'm fairly certain we're already sold out
• Those PumpCrocs are super popular gotta get them before the 31st
• I can look in the back but I'm pretty sure you're outta luck

You're only scheduled to work another 8 minutes. A customer begins to ask you questions about different types of materials, textiles, and fabrics. You're trying to focus on your task, you really want to leave on time, but you know you should try your best to help this customer. What do you do?

• Give the customer your best guesses trying to answer their questions
• Tell the customer they will need to wait until the next sales associate arrives because you need to finish the task you're working on
• Pause what you're working on and answer the questions to the best of your ability
• Ignore the customer and focus on the task you're trying to complete in the next 8 minutes so you can leave on time

A customer directly asks you for your opinion on some paint swatches. You admit that you're color blind but offer your best feedback as well as a few additional suggestions. The customer doesn't like what you have suggested, what do you do?

• Tell them that everyone has their own preferences
• Ask them what their favorite color is
• Suggest a neutral color scheme
• Suggest something completely different with bold and striking colors that all stand out

A regular customer who frequents the store and has a platinum membership is checking out at the register. Because of their platinum status they're receiving some SWAG. Unfortunately, there is a customer who is next in line who really wants some SWAG too but they don't have platinum status so they're not eligible. How should you, the sales associate, react to the situation?

• Just give them both some SWAG so there is no scene
• Process the sale of your platinum membership customer ASAP so they can get out of there
• Tell the other next customer in line to hold on because they're next in line
• Process the order for the platinum status customer as normal then explain to the next customer how to gain platinum membership so in the future they can get SWAG

A good way to approach a customer when you first interact with them is to?

• Tell them what's up and you're ready for them whenever they are
• Politely say hello then walk away so that they can shop alone
• Politely welcome them to the store and let them know that you are happy to help them whenever they are ready
• Tell them about all the latest deals and trends so that they know what is popular

A customer has been on hold for 20 minutes, they have had their call transferred 3 times, and they still haven't had their concerns addressed. You a customer service and sales representative have the pleasure of taking their call. What is the first thing you should say to the customer?

• Quickly say hello then tell them why they were put on hold
• Do not greet them and immediately ask them for their order number
• Try and gain their respect by offering to give them your employee discount
• Greet them by saying hello then ask them how you can help them

A customer is purchasing a Marantz 9 channel surround sound receiver for their home theater setup. The customer wants to know if they can control their TV with the surround sound receiver remote. You don't know the exact answer to their question, what should you do?

• Tell the customer you're not sure and direct them to the manufacturer's webpage
• Tell the customer it should work they normally do
• Tell the customer you're not 100% and offer to look at the instruction manual with them while they're still in the store
• Tell the customer they'll be able to figure it out right away by trying it for themself once they're home

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?

• Basketball
• Baseball net
• Soccer shorts
• Soccer goal frame net extra balls and a whistle

A customer approaches the area of the store you work in. They start describing a specific item they're looking for. What is the best approach to making sure you have determined all of their requirements?

• Tell them that they need to start over so you can hear it a second time
• Grab a note pad and pen write down a list of what they are describing then ask any clarifying questions
• Remember everything in your head so that you impress them with your memory skills
• Tell them to narrow down their list to two to three main things

A customer signed up for a live in person demonstration for a new waterproof Bluetooth speaker. Following the demonstration they let the sales associate know they'll be traveling in the next few weeks and hope to bring the new speaker along with them. The customer has several questions about what the return policy is for the store. How should the sales associate respond to the customer?

• Tell them that if they're traveling they might not need this particular device
• Ask them when they are leaving so they they can purchase the item before it goes out of stock
• Tell the customer that they can't return any items that have been taken on trips
• Explain the store's return policy and then follow up with any remaining questions the customer has