Customer Service Practice Quiz

Horizon Electronics is launching a new all-in-one product. The product can be used to play music, watch movies, check email, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping that customers will buy it from your store rather than online or at a competitor’s store. How should you prepare for the large number of clients asking about this product?

• Train all sales staff extensively on the product's features, benefits, and common customer questions, ensuring they can confidently answer any inquiries and highlight the sale price to incentivize in-store purchases.

• Create a dedicated product demonstration area in the store with interactive displays and staff readily available to walk customers through the features.

• Develop a comprehensive product information sheet with key details and frequently asked questions (FAQs) to hand out to customers.

• Offer exclusive in-store promotions or bonus items to further encourage customers to buy from your store during the sale.

You are ringing up a customer's order when the customer notices that the price on one of the products is incorrect. The customer states that there was a sale sign in front of the product. You check and find that there is an old, expired sale sign in front of the product. Which of the following is the MOST appropriate course of action?

• Charge the customer the full price of the product.

• Apologize to the customer and give them the product for free.

• Remove the sale sign, apologize to the customer, and allow them to purchase the item at the sale price.

• Ask the customer to wait while you go and find a manager.

Which answer BEST describes when a sales associate knows all of the information needed to successfully sell a product in the store?

• When they can list all the product features without hesitation.

• When they have read the product description online once.

• When they can answer customer questions about the product's benefits and drawbacks confidently.

• When they can provide detailed comparisons to similar products in the store.

A sales associate in a garden center is ringing up a customer who is buying several house plants. How can a sales associate BEST inform the customer about related products?

• Asking if they have any questions about caring for their new plants and then suggesting relevant products like plant food or specialized potting mix based on their needs.

• Simply listing all available accessories on the register screen without explanation.

• Telling the customer about a current sale on plant stands, regardless of whether the customer needs one.

• Offering a discount on a large plant pot only if the customer buys a very expensive plant.

Which reason BEST explains why a sales associate should gain hands-on knowledge of a store's products?

• To be able to effectively answer customer questions about features, benefits, and potential concerns.

• To confidently recommend similar or alternative products based on customer needs.

• To identify potential issues with products and provide solutions to customers.

• To increase the likelihood of making a sale by demonstrating product functionality.

A cashier notices that the line of customers waiting to check out is quickly growing. The cashier should:

• Immediately call for additional assistance from another cashier or manager.

• Continue checking out customers at their normal pace, ignoring the line length.

• Apologize to the customers in line and ask them to wait patiently.

• Start prioritizing faster transactions by only accepting smaller purchases.

How can a sales associate BEST use the data in a customer relationship management system (CRM) to improve customer satisfaction?

• Identifying customer preferences and tailoring sales pitches accordingly based on past purchase history and interactions within the CRM.

• Utilizing customer feedback within the CRM to proactively address potential issues before they arise and provide personalized solutions.

• Tracking customer engagement metrics to identify which communication channels are most effective for each individual customer and adjust outreach accordingly.

• Leveraging customer data to anticipate upcoming needs and provide proactive recommendations for products or services that align with their past behavior.

A client purchased a barbecue grill at a store, loaded it into his car, and took it home. When he opened the box to assemble the grill, the instructions were missing. The customer returns to the store very upset. What should the sales associate do to satisfy the customer?

• Acknowledge the customer’s frustration and refer him to the manufacturer's website to download the instructions.

• Listen to the customer, apologize, and offer to return or exchange the merchandise.

• Listen to the customer, apologize for the inconvenience, and refer him to the manager.

• Listen to the customer, assure him that you understand his frustration, and ask if he would be satisfied with you locating another set of instructions.

A sales associate is helping a customer with a new sweater that just arrived. The customer asks about the proper care instructions. What should the sales associate do?

• Call over the manager to answer the question.

• Check the care label in the sweater and advise the customer.

• Ask another sales associate if he or she knows the care instructions.

• Assume it is the same as the other sweaters and give those instructions.

You are a counter associate at Artie's Pizza. A customer comes in with his heart set on a calzone. Your boss did not make calzones today, but you remember seeing on your way to work that Brother's Three Pizza was advertising calzones. Which of the following is the BEST thing to do?

• Send the customer to Brother's Three Pizza

• Order a calzone from Brother's Three Pizza and sell it to the customer

• Suggest some other Artie's Pizza special in place of a calzone

• Tell the customer about the high calories in calzones and suggest a healthier option like one of Artie's salads