Customer Service & Sales Practice Test

These questions are part of the practice quiz. Start practicing

• Which is the MOST appropriate type of question to ask to determine a customer’s budget?
• Which practice best supports uncovering hidden needs in a product discussion?
• Open-ended questions help the sales associate achieve which outcome?
• Which outcome demonstrates skilled objection handling by a salesperson?
• It is the night before Thanksgiving, and the checkout lines at the grocery store are very long. When it is her turn, Carrie exclaims loudly, "It's about time! I've been in line for 15 minutes. Why don't you have more cashiers?" Which of the following is the BEST response the cashier can make?
• A customer enters and begins listing all the items they need. How can you BEST ensure you understand their requirements?
• What is omnichannel retailing and what makes it different from multichannel retailing?
• When a requested item is out of stock, what is the most appropriate next step in serving the customer?
• If a dress is popular and a customer asks about available sizes, what is the best way to respond?
• A customer asks where to find fiber content on scarves. What is the BEST response?
• What does fulfillment mean?
• Which is the best technique for identifying a customer's needs?
• In jewelry sales, when a bracelet budget is unclear, what is the most appropriate first step to determine budget?
• Which action is most effective when preparing for a large number of questions about a new all-in-one product?
• Why is it beneficial to suggest coordinating table linens with dinnerware when helping a customer purchase dinnerware?
• If a customer is purchasing dinnerware, why is it good customer service for a sales associate to suggest additional products such as a tablecloth and napkins?
• A customer is looking for the right food for his dog, and he has limited time to shop. What should the sales associate do to make the BEST use of the limited time?
• In a problem-solving framework, which step comes third?
• A customer in cosmetics wants to try red lipstick shade; what is the BEST way to assist?
• What action aligns with proper handling of a damaged product during a sale?
• When a requested item is not in stock, what is the most customer-friendly action?
• When a customer is considering a high-priced mixer seen on a celebrity show, what is the best first step for a salesperson?
• What is a productive first question when advising a customer about a high-priced kitchen appliance?
• Which statement best describes how to respond to a manager's unavailability in a customer service context?
• If a customer asks about walking canes and accessories that your store does not carry, what is an appropriate response?
• A customer has bought a box of magic tricks as a birthday gift. The customer mentions that the recipient may have trouble reading the instruction manual. What is the best reply?
• A customer arrives to pick up a stereo from the repair department. The customer states that the repairs department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After 20 minutes the customer is angry. What should the associate do?
• A customer is waiting for his sofa delivery; at 1:00 PM the customer calls to say it hasn't arrived. How should the customer service associate respond?
• A customer compares prices and the lower price is available nearby for the same service. What is the best response?
• What should you do when faced with a customer who has a problem with a product or service that your store offers?
• Setting a SMART goal for managing high-risk items in a retail store helps associates by
• A customer buys pants, and the legs are too short when picked up. How should the sales associate respond to the request to change the hem?
• A customer wants to purchase multiple hats for grandchildren. Which approach best determines the budget?
• Which approach best aligns with the recommended way to handle a customer complaint?
• Which customer expectation is illustrated by resolving a return issue by replacing a bracelet?
• What are examples of customer mindsets?
• A customer wants a style of women's jeans that is out of stock in her desired color. What is the associate’s BEST response?
• What is the best practice when greeting a customer on a phone call during a busy shift?
• If a customer asks for a product feature that is not available, what should you do?
• A child sees an $800 puppy at the pet shop and asks to buy it. What should the associate say or do NEXT?
• A preferred customer is at the register collecting a gift from a mailed promotion; the next customer in line is getting angry. What should you do?
• Before demonstrating several digital cameras to a family, what should you do FIRST to prepare?
• Which CRAVED attribute refers to concealment?
• What are the PRIMARY types of retail training for sales associates?
• Sally likes to shop for inexpensive items that do not have high importance to her. She loves to shop for items in the checkout line and frequently shopping online. What kind of shopper is Sally?
• What is the FIRST action when a customer asks about fabric options for a sofa?
• If a prescription is ready but several in-store customers need assistance, what is the best way to balance service to both groups?
• A sales associate notices a customer scanning product price tags and store signage for sale information while shopping for a new sweater. The BEST approach is to:
• What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior to the transaction?
• An employee is assisting a customer who is still looking around the store and another customer needs to return. What should you do?
• What term describes a situation where an out-of-stock item is located within the company and shipped directly to the customer?
• A customer calls the store to check if a particular digital camera is in stock and the sales associate confirms that it is. The customer then says he will arrive soon and is in a rush. What is the BEST way for the sales associate to prepare for the arrival?
• A customer who is allergic to nuts is trying to order something safe to eat at a restaurant. To make sure the customer does not have an allergic reaction, what should the server do?
• What is the best response to a customer's complaint about muddy delivery shoes that soiled the carpet when following up on a refrigerator delivery?
• You are the only associate in the department, with two customers present, and a phone call arrives. What should you do?
• What is the primary purpose of using customer feedback cards left on tables?
• In a cost-conscious sale, which option supports staying within budget and still meeting customer needs?
• What is the MOST important reason to inform customers about returns, service plans, product warranties and guarantees?
• If a customer's purchases total $74.35 and the customer gives you $100, what is the correct change using the smallest number of bills and coins possible?
• In an omnichannel retail setup, if a product is out of stock at your location, what is the best practice?
• A bank customer with a mortgage issue asks for help but the associate realizes they lack mortgage knowledge. What should she do first?
• A customer walks into a gift shop 15 minutes before it is scheduled to close. The sales associate needs to leave right after closing for an appointment. What is the BEST way to address the customer?
• If a customer arrives for a pre-arranged bike pickup and the associate is busy with another family, what is the BEST way to handle it?
• While showing a customer merchandise, a query about high prices is overheard. What is the best way for the associate to respond?
• Why should a sales associate order a special item that is not carried to fulfill a customer request?
• In order to understand the customer's reasons for buying and to find out which product is appropriate for her, which of the following is the BEST way to gather information from the customer?
• Which method demonstrates the BEST way to avoid the loss of a sale based on the customer's cost constraints?
• How should a sales associate handle an upset customer who insists on speaking with a manager but will not explain the problem?
• You are the only associate and a phone call comes in while two customers are in your department; what should you do?
• Why is hands-on knowledge of store products beneficial for customer interactions?
• As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the best course of action?
• Which statement best describes the purpose of using loyalty program data?
• When two customers arrive at a counter, what is the proper approach to service?
• What is the goal of loss prevention?
• Which of the following is a characteristic of a SMART goal?
• What is the BEST way for a sales associate to become familiar with the stores' products and services?
• What is the most important reason for learning about product features?
• What term is used to describe the count of transactions processed, regardless of value or item count?
• A loyal customer did not receive reward coupons. Which action demonstrates good customer service?
• What is the FIRST thing a sales associate should do when a customer has a problem with a product?
• A new associate wants to take accountability for improvement in a retail environment. Which action would best demonstrate this?
• A wedding coordinator unable to meet tight deadlines has lost several potential clients. Which action can the coordinator do to prevent this loss of business in the future?
• An employee of a small company has duties that include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do?
• What would a retailer's reimagined ecosystem offer?
• In SMART goals, which word indicates that progress can be quantified or qualified to determine success?
• Which option correctly identifies an open-ended question in a service context?
• A customer asks if you carry any types of walking canes and accessories. The store does not carry canes. How should you respond?
• A customer requests an item advertised online but not found in the store. After apologizing, what should the associate do?
• When helping a customer evaluate multiple brands, what is the best approach to ensure an informed choice?
• Which method BEST describes how sales associates can reduce the number of price objections they receive?
• Which is the BEST way for a sales associate to react to a customer complaint?
• A customer is looking at a display of necklaces that vary in price. Which would be the BEST comment for the sales associate to make to determine the customer's price range?
• After finishing a video camera demonstration, the customer asks about the store's return policy. What is the BEST response?
• In housewares, a customer has a printed ad for a blender; store is out of stock; BEST response?
• When arranging a gift shipment, which detail is essential to collect from the sender?
• Which is the MOST important step a sales associate should take to ensure that a product is working before demonstrating it to a customer?
• How does understanding the CRAVED model help retailers?
• How should you prepare to handle a large number of questions about a new multi-feature product during a sale?
• A customer is purchasing a new table from a store that does not offer delivery service. When the stock clerk attempts to load the table in the customer's car, the customer discovers that the table will not fit. What is the BEST way for the stock clerk to handle this customer's problem?
• A customer is considering a premium television brand and asks about cheaper options with similar features. What should you do?
• What is a primary purpose of knowing product features?
• A customer calls about a price adjustment after seeing a lower price at a competitor. The BEST response?
• When you cannot answer a customer's question immediately, which approach is best?
• Which CRM data usage best improves customer satisfaction?
• Which objective best aligns with protecting revenue in a retail setting?
• During a busy day at a shoe outlet with several customers waiting and the phone ringing, how should the associate address the phone?
• A superstore bakery changed from in-store baking to the company's central baking plant. The bakery supervisor explains the changes in a memo. What should the associate do when a customer asks why the change is taking place?
• Which sentence is correct for a customer thank-you note from the company?
• Which step is part of solving problems effectively?
• In the five-stage decision-making process, which step involves evaluating the decision after shopping?
• What are the details about a service the receptionist conveys to customers called?
• After apologizing for an inconvenience, what is the recommended next step in assisting the customer?
• A customer wants a sofa but in a different fabric; what is the FIRST thing the associate should do?
• If a sales associate requires help meeting a specific customer's needs, what should the associate do FIRST?
• A visibly upset customer approaches you at the register. As the associate, what is your BEST response?
• Which definition BEST describes a guarantee?
• Which sequence correctly describes the steps for solving problems effectively?
• Which of the following best defines a guarantee as used in retail?
• If a customer asks how to clean a jacket, which is the best source for this information?
• During a busy checkout, a customer complains about staffing. Which reply best demonstrates listening and effective escalation?
• A customer asks about non-standard window sizes and there is a custom drapery department in the store. What is the best response from the sales associate?
• What product display method would be BEST for a bulk discount store selling a new pizza?
• If a customer asks to compare features across several items, what is the best way to respond?
• A bride wants a particular brand of cheese but the hotel cannot guarantee delivery; what should the catering manager do?
• A customer named George would like to purchase a new monitor because his current one has poor eyesight. What should the sales associate do?
• If a sale promotion has a discount threshold and a customer's current total does not qualify, what is an appropriate tactic?
• What should you use to justify product value when price matching?
• The bank where you work as a teller has just been taken over by one of your competitors who has some different services from those you are familiar with. What would be the BEST way to learn about the new services?
• In the five-stage decision-making process, which step is illustrated by the shopper's positive experience with a helpful store associate?
• A sales associate approaches a customer who is comparing two different laptop computers. Which is the best question to ask to determine the customer's knowledge level of these products?
• In the CRAVED model, what does the letter R stand for?
• What is the best way to respond to a customer who complains about a service failure?
• Which technology feature helps customers visualize products in their space?
• The customer waited 10 minutes for a register and is upset. Which approach is best?
• Which of the following methods is the BEST way to resolve a customer complaint?
• Which example BEST represents cross selling?
• How is the complaint about a product that is still under warranty BEST resolved?
• What is the term for store brands or in-house brands that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores?
• Which approach best supports customer service when a group of customers has not purchased after browsing?
• Which practice involves selling a product under a retailer's own brand name, even though it was originally produced by a national or international manufacturer?
• Which statement BEST describes the purpose of product demonstrations in retail?
• Which statement best describes why offering special orders benefits a retailer?
• A customer asks a stock clerk if a new item can be stocked in the store. How should the clerk respond?
• In a color matching scenario, the BEST practice is to have a coworker monitor while you work.
• A wheelchair-using customer asks for help finding a blouse while several customers are waiting at the register. After acknowledging the other customers, what should the associate do?
• What action do retailers take to address a service failure?
• Among the following, which is considered part of multichannel retailing?
• A customer on the telephone says she is unhappy with your store's return policy. What should you do FIRST?
• In a deli, when a trainee cannot answer questions about cheese differences, what should the remaining associate do to save the sale?
• Which is the BEST way to communicate the benefits of a product?
• A customer wants to match a lower price for a cordless drill; the competitor's drill lacks a carrying case while your model includes one. What is the BEST response?
• What should a store associate strive to accomplish regarding customer purchase decisions?
• Which action demonstrates taking accountability?
• Which is a primary element of body language?
• Which reason BEST explains why a sales associate should gain hands on knowledge of a store's products?
• While assisting a customer who has chosen a major appliance, what should you do to ensure all needs are covered before the sale is completed?
• When a customer asks for warranty information for a product outside your department, what is the best action?
• Which statement describes a fixed mindset toward learning a new technology?
• Why should a store allow a customer to return or exchange a purchased item as long as the transaction is within the stores defined policy?
• When a customer reports receiving the wrong online item, what is the most appropriate first step?
• In a standard problem-solving process, which step should precede selecting a solution?
• How does understanding what items are most likely to be stolen help retailers?
• Which approach best helps a salesperson quickly understand a customer's needs while keeping the conversation efficient?
• A new cashier is working the register alone for the first time when a customer asks to write a check for $20 over the purchase total. The cashier is not familiar with the policy. What should she do?
• A customer who is price-conscious asks about price points in the store. What is the best approach?
• When discussing a customer's budget for a product, which approach is most respectful and effective?
• Which transition statement is best to use to close the sale after meeting needs and overcoming objections?
• A customer requests ABC brand, which is one of the most expensive in your store, but has no experience with other brands. What is the BEST action to take?
• A customer appears to be browsing throughout your department. What would be your BEST approach for this customer?
• Effective service recovery strategies aim to do which of the following?
• What is the MOST important reason for a sales associate to know and consistently follow company guidelines when addressing customer complaints?
• A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?
• What is the BEST resource for a sales associate to gain information about the benefits of a store's products and services?
• A customer is shopping for a replacement refrigerator and has chosen a model. What is the best response to ensure a good experience?
• During a sale, what is the best timing to inform customers about returns and warranties?
• You are working in a local paint supply store when a customer comes in with a color sample and asks you to mix paint, that will match the color she wants. Although you have received training using the color mixing machine, which included hands on experience, you have never used it on your own with a customer watching. What would be the BEST action to take to ensure you mix the paint correctly and learn from the experience?
• Which guideline should a sales associate follow when dealing with difficult customers?
• The customer profile form is used to track what each customer purchases. What is the best reason for a sales associate to suggest additional merchandise?
• During solicitation of feedback from in-store customers, which question by a sales associate would yield the MOST useful information for improving customer satisfaction?
• A sales associate who was loading a chair into a customer's car scratches the leg of the chair, leaving a mark. What should the associate do?
• When a customer requests a credit for a purchase and the policy allows credits only in-store, what is an effective next step after apologizing?
• Which of the following describes a method that is not used to track transactions today?
• A customer brings two snow tires to an automobile service center to have them put on his vehicle. The tires are badly worn. What should the associate do?
• If the store does not stock the item the customer requests, what is the correct initial response?
• What is the recommended action when you can’t resolve a delivery issue at your level?
• Which aspect of CRAVED indicates items that are easy to transport away?
• Which statement best describes the focus of the primary retail training for sales staff?
• Which statement best defines a retail ecosystem?
• A cosmetics company representative demonstrates makeup applications. Why should the sales associate attend this demonstration again?
• Which closing approach aligns with best practice described for finalizing a sale?
• A mother purchased a new softball bat for her daughter, who is playing softball for the first time. The bat that the sales associate recommended was too heavy. The mother is now returning the bat. What is the BEST course of action for the customer service representative?
• A customer is looking into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer says, I really like the clean look of a white sofa, but I'm afraid it will be quickly soiled by my children and dogs. Which response helps the customer make a good decision?
• Which option is NOT an example of multichannel retailing?
• A product manual states: Do not use near water. Not suitable for children under 10. Do not operate for more than 30 minutes. Always unplug immediately after use. A customer wants to buy the product as a gift for a grandchild. What should the associate do FIRST?
• What would a retailer's reimagined ecosystem offer?
• What does the R in the CRAVED model stand for?
• Which form of nonverbal communication is appropriate to use when greeting a customer?
• What demonstrates excellent product knowledge when a customer seeks information and location of the product within a store?
• An irate customer calls demanding a credit after making a full-price purchase the day before a sale. The store policy on returns allows credits only in-store. After apologizing for the inconvenience, what else should the associate do to help satisfy the customer's request?
• When a bulky item won't fit in a vehicle, the BEST service is to offer to hold the item until the customer can arrange transport.
• A garden center sales associate is ringing up a customer buying several house plants. How can the associate BEST inform the customer about related products?
• What is the definition of the scenario where a sales associate locates an out-of-stock item and ships it directly to the customer?
• If a department is busy and a customer in a wheelchair asks for help, what is the correct sequence of actions after acknowledging other customers?
• What is the MOST important information a sales associate should look for when studying the store's competition?
• In a busy service center, after apologizing for a delay, what should the agent do to begin assisting the customer?
• After a bank acquisition, what is the BEST initial step to learn about the new services?
• In a customer interaction where the customer intends to shop around, which action should the sales associate take to maintain service?
• Which of the following best describes a retailer's ecosystem that integrates physical stores, direct or phone sales, online platforms?
• Which is the correct way to write SMART goals?
• When a requested item is out of stock/back-ordered, the BEST course of action?
• Which statement BEST describes an impulse purchase?
• If an associate has a prior commitment that conflicts with a customer meeting, what is the best response?
• When a customer asks for a price adjustment within the policy window, what is the proper course of action?
• If a customer delivery is delayed, what should a sales associate do?
• In the CRAVED model, what does the C stand for?
• A customer calls about a problem with a recently installed oven. What should the associate do first?
• Which component is essential in a SMART goal?
• Which of the following is NOT a way that body language can be used in retail?
• In the CRAVED model, why is it important to understand that certain products are considered removable when interacting with customers?
• If a customer is about to purchase a new yoga mat, what would be the best item to cross-sell?
• If a policy restricts refunds on on-sale merchandise, what is the BEST alternative a sales associate can offer?
• In presenting the long-term value of a higher-cost computer to a growing business, which point is most persuasive?
• A customer calls to order a bouquet of tulips from a florist. Tulips are out of season and the florist will not be able to order them for three months. Which of the following is the associate's BEST course of action?
• Three customers enter a store together and none of them has made a purchase. What is the BEST approach for the sales associate to take in this situation?
• Before demonstrating cameras, which step should you take FIRST to ensure a smooth presentation?
• If a customer returns an item due to a salesperson's error, what is the BEST action?
• A customer returns an online purchase because the wrong item was received. What is the BEST action the associate can take to resolve the problem?
• A customer is buying their first phone and has chosen a device; what should you do?
• After resolving a customer complaint, which action best uses the feedback to improve future service?
• Which statement best captures the purpose of participating in company-provided training?
• When a customer complains, which guideline should be followed to ensure fair treatment?
• Which of the following is NOT an example of taking accountability?
• What is the MOST important thing the sales associate failed to do during this interaction?
• It is lunchtime and you answer the phone at a quick-service restaurant while a customer is paying. What is the BEST way to answer the call?
• When a manager is not immediately available, which response leaves the most positive impression?
• Which resources are best to help sales associates stay current on products and services?
• When there is only one unit left of a sale item, what is the best first action?
• Which metric best measures the volume of store activity independent of revenue?
• Which of the following is an open-ended question?
• Which component is least likely to be part of a modern retail ecosystem?
• Two customers come in for a limited-quantity air conditioner and there is only one unit left. What should the associate do first?
• A customer is purchasing 150 bags of mulch. One bag weighs 28 pounds, and the truck is rated for 4,000 pounds. The customer wants to take everything home in one trip. What should you recommend?
• What is the best first step when a customer has a specific budget for a furniture purchase?
• When determining whether a product is appropriate as a gift for a child, what is the best initial question?
• What is an effective method to avoid pressuring a customer while suggesting related items?
• Which of the following is the BEST way to explain features and benefits of a product to a customer?
• A customer who was looking at winter hats expresses a desire to purchase one for each of her grandchildren. Which method would be MOST effective in helping the sales associate determine this customer's need and budget?
• What is the main reason retailers may offer a loyalty program?
• What should a sales associate do if they do not understand a customer with a disability?
• Which is the most important reason why handling objections correctly is beneficial for sales associates?
• A banking call center associate is unable to check a customer's ATM account because the system is down. What should the associate do?
• Which statements reflect how technology can improve the customer experience?
• When is the BEST time to inform customers about extended service plans available for items they are purchasing?
• What does the CRAVED model stand for?
• Which outcome is most closely associated with effectively solving customer problems?
• An associate tells a customer to pick up their store assembled bicycle at 3:00 PM. The customer arrives at 3:30 PM and the associate is in the middle of helping another family purchase bicycles. What should the associate do?
• What is the most appropriate way for a sales associate to determine a customer's price considerations?
• When a customer complains, what is the general guideline that sales associates should follow in order to ensure that the customer receives fair and consistent treatment?
• Which source is identified as the best for understanding the benefits of a store's products and services?
• After explaining features and benefits of several digital cameras, a customer says they will look around to find a less expensive option first. The item will go on sale soon. What should you do?
• A sales associate engages a customer looking at high end power tools and using a smartphone. How can the associate BEST use this technology to engage the customer?
• A sales associate realizes they do not know mortgage details while serving a customer. What should she do first?
• A customer asks warranty information on a HDTV; you are not in electronics. How should you handle the request?
• As you finalize the sales transaction, how should you introduce the store's new loyalty program to the customer?
• A customer calls her cell phone company and says, “I'm traveling for work and I'm having problems accessing my voicemail.” What is the first thing the customer service associate should do?
• What is the FIRST step a sales associate should take if the store does not offer the product a customer wants?
• A customer comes into your store wishing to purchase a specific item. You do not carry the item, so you attempt to sell him a similar item. The customer is committed to buying the specific item and you can special order it from the vendor. Why should you order the item?
• Which of the following is a good SMART goal example for improving customer satisfaction?
• A customer wants to have a business luncheon catered and complains that the prices are too high, noting a lower price elsewhere. Which action should the associate take?
• Which type of question is most effective for identifying a customer's shopping priorities?
• A customer has returned a product purchased last month. Which response is most appropriate?
• When considering sale items, which approach is most appropriate?
• Which arrangement best reflects a customer-first approach to preventing theft?
• A customer calls asking for an item not in store; BEST approach?
• Which of the following is a recommended practice for handling price objections in sales?
• A customer spends $95 on a toy purchase when the store policy offers 10% off orders over $100. What should the cashier do?
• When greeting a customer on the telephone, which greeting is MOST appropriate?
• If a product's barcode cannot be scanned at checkout and there is no price tag, what should the cashier do first?
• A customer asks about stocking a newly requested item. What is the proper escalation?
• A cashier notices a growing line of customers waiting to check out. What should the cashier do?
• Which is the BEST reason for a sales associate to know the store's promotions and advertising?
• A customer is looking at televisions. What is the BEST question for the associate to ask?
• A bakery customer asks why a change was made. Which approach should the associate take?
• When a service failure occurs, how can effective service recovery strategies enhance customer satisfaction?
• A customer with allergies asks for help choosing a scarf; what should the associate do next?
• What is the MOST important information the sales associate must get from a customer in order to arrange for a purchase to be shipped as a gift?
• A customer looking to upgrade a wireless phone is considering a smartphone that offers e-mail, online shopping, and navigation features. The customer is nervous that the new phone may be too difficult to use. What is the sales associates BEST approach for guiding this customer to an upgraded model?
• During a high-demand promotion for a new product, which approach best ensures accurate information is conveyed to customers?
• What should conversations with customers include to ensure needs are understood?
• A customer is seeking a shoe in a particular size that is out of stock. The MOST appropriate response is:
• A loyal customer says he did not receive his reward coupons. How should you handle it?
• Which option describes a key feature of a SMART goal?
• Where is the best source for vendor-supplied information on a product?
• Which situation requires a sales associate to seek support from a supervisor?
• A couple enters a store and approaches an associate about buying a china cabinet. They have $1,000 to spend. What should the associate do?
• Which of the following is NOT a product distribution channel option?
• An associate sees a customer put a shirt in a shopping bag without paying for it. Which action is appropriate?
• When studying competitors' products and services, which question should sales associates ask themselves?
• A customer wants to buy a golf driver that fits his height and price range. What approach should you take to help ensure the correct fit?
• A customer is looking for a home security system and keeps raising objections. The BEST way to determine which system matches the customer's needs is to:
• A customer with a strong accent and limited English is in the store. What action is the BEST for the associate to take?
• What does the technique of asking open-ended questions allow a sales associate to accomplish for the customer?
• Which statement best demonstrates a customer-focused upsell during a purchase?
• Why is it important that sales associates understand written and multimedia materials provided by the company, the manufacturer, and the supplier?
• Which term describes individuals who often pay for a low-cost item with a large bill and ask for change?
• A customer who wants high-definition binoculars, but the store has sold the last pair, what should the sales associate do?
• A store's telephone service center is busy; a customer on hold is impatient when the service representative answers the phone to take her order. After apologizing, what should the representative do next?
• Which scenario is least likely to disrupt customer loyalty?
• What is the BEST reason to suggest additional merchandise when using a customer profile form?
• A customer asks about non-standard window sizes and there is a custom drapery department in the store. What is the best response from the sales associate?
• Which statement BEST explains the reason for a sales associate to know the store's promotions and advertising?
• Which statement is the best way to determine a customer's price range when comparing bicycles?
• What is the BEST way to serve a customer who is shopping with a group of friends?
• Which is the most appropriate type of question to ask when determining a customer's budget for a product?
• What is the benefit of placing a survey card on the table after a dining experience?
• An electronics store associate demonstrates headphones for a customer and grandchild. What should the associate do?
• What is the BEST response when a customer asks about the details of a mailed promotion for preferred customers?
• Which BEST describes the information needed to properly schedule a delivery?
• How many Americans have worked in retail?
• What is the best way to identify a customer's needs when they are looking at products in a store?
• A customer calls a drugstore to inquire if a prescription is ready. The associate places the customer on hold and, while locating the prescription, in-store customers ask for assistance. What should the associate do?
• When a customer is comparing prices between brands, what is a solid approach?
• Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?
• When helping a customer choose between several products, what is the most effective approach?
• How many primary elements of body language are identified in the material?
• An associate is sending a note thanking a customer for her business. Which of the following is a CORRECT statement for the letter?
• What is a primary purpose of point-of-sale system training?
• You are ringing up a customer's order when the price on one of the products was rung up incorrectly. The customer claims there was a sale sign in front of the product. The sign is old and expired. Which action is best?
• When a customer indicates they will shop around for a lower price and you know a sale is upcoming, what is an appropriate response?
• Which of the following is NOT a disruption of the customer loyalty life cycle?
• When a customer asks about stock status, what action best demonstrates proactive service?
• Two passengers are arguing that they have the same seat on an airplane flight. What should the flight attendant do first?
• Which option best addresses an upset customer who insists on speaking with a manager but won't explain the problem?
• A store associate is helping one customer. When another customer comes to the counter, what should the associate do?
• Which approach best demonstrates professional courtesy when a customer is waiting for help in a busy store?
• In the blender out-of-stock scenario, what is the best response?
• If total sales were $1,920 and total hours worked were 16, what is the sales per hour?
• What is the most important preparation for a crowd when introducing a new line of small kitchen appliances?
• What question helps a salesperson assess how their product compares favorably to competitors?
• In handling a customer complaint, what is the primary objective?
• If total sales were $3,000 and total hours worked were 32, what is the sales per hour?
• Which action demonstrates taking accountability in a retail role?
• A customer with a damaged backpack asks to exchange it for a new one. Which response is least appropriate?
• If a customer asks for a specific brand while store associates are stocking shelves, what should the staff do?
• Why should a sales associate offer additional services to customers?
• A sales associate completes an online training class for a store's new phone but cannot remember how long it takes to charge the batteries. What should the sales associate do?
• Which open-ended question will BEST help determine what kind of television is appropriate for a customer?
• In the CRAVED model, what does the letter D stand for?
• Why is it important for sales associates to test or sample the products they will be selling?
• Which of the following is an example of a customer mindset in retail?
• What is the best method to confirm a customer’s needs when they present a long list of items?
• Which is the best way to respond when a customer worries about soil showing on a white sofa?
• Which statement best demonstrates a customer-focused upsell during a purchase?
• When advising a customer who wants a more expensive computer to support growth, what is the BEST explanation?
• If you suspect a customer is attempting to steal, what is the proper course of action?
• What is the best initial step when a customer asks to locate a product?
• Becca likes to create makeup videos on TikTok and recently posted a video about a new lipstick selling out at local stores. What would you describe Becca as in this scenario?
• Which action demonstrates taking accountability in a retail role?
• Which of the following reasons BEST represents why sales associates should actively participate in company-provided training?
• In the CRAVED model, what does the E stand for?