CUSTOMER SERVICE TEST QUESTIONS
AND ANSWERS LATEST UPDATE 2024
100% CORRECT!!!
A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should:
- Return it to the customer telling him why
- Ask the customer to leave the store immediately
- Tear the counterfeit bill up and ask politely for another twenty
- Note the customer's description and any other identifying information -
answer-D
What does shortage refer to?
- Pricing of products that are lowered to get rid of overstock.
- Shoplifting, employee theft and inventory errors
- Delivery of merchandise that is lower than what is on packing slip
- Putting a smaller amount of inventory on shelves - answer-B
What is a planogram? 1 / 4
- A visual map that shows shelf height and merchandise and signage
- A store's floorplan that shows the different departments in that store.
- A store's floorplan that shows where ads and displays go.
- A notice that tells employees the advertised specials of the week. - answer-A
placement.
Which of the following is not a component of good customer service?
- Attendance at store trainings
- A positive attitude
- Asking closed-ended questions to get a definitive yes or no answer
- Acknowledge the customer quickly - answer-C
Susan is working with a customer named Cassandra in the perfume department.Which is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled?
- Susan looks at Cassandra and says, "You have great tastes as that is our
- Based on how Cassandra is dressed, Susan says, "I don't think that perfume
- After Cassandra smells the perfume, Sally says, "I can see you like a fragrance
- Susan says, "That fragrance smells very nice on you." - answer-B
- / 4
number 1 seller!"
will fit your personality."
with notes of gardenia in it."
Mangers who hit sales associates say that they value trail workers for their:
- willingness to "step back"
- Capacity to work alone
- Ability to focus on a single task
- Composure under pressure - answer-B
Even if your company's return policy restricts what you can do for the customer,
you should:
- Consider alternatives, such as offering a discount coupon or a free sample
- Agree with him that the product is defective & should be replaced, but tell him
- Do what the customer asks; management will have to support your decision
- Apologize for your store's policy - answer-A
that the store won't let you do anything about it
Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
- "Customer service is on the third floor; take the elevator and turn right when
- "You'll have to take this to Customer Service; I can't help you here."
- "Someone in Customer Service can help you with that; I'll show you the way."
- Both the 1st & 3rd choices. - answer-D
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you get off. I'd go with you, but I can't leave this area unattended at the moment."
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 - answer-C
A customer calls and has some technical questions about a product with which
you are not completely familiar. You should:
- Transfer his call to someone who is knowledgeable in that area.
- Pretend that you know what you're talking about and give your own answers.
- Tell him to call back another time.
- Ask him why he is being so inquisitive. - answer-A
A customer comes into your store and you greet them. Now that you've make a connection, what is your next challenge?
- Ask how much money he/she plans to spend.
- Determine exactly what the customer needs.
- Ask if he/she has shopped in the store before.
- Find out how much time he/she has to shop. - answer-B
When something goes wrong or a product does not perform as expected, provide
the customer with a quick resolution and:
- / 4