Scenarios
What are the BEST steps to take if a customer’s expectations are not met?
A. Listen, acknowledge the problem, ask questions, and determine a solution the customer and the store can agree to.
B. Get a supervisor or manager involved, apologize for the problem, and provide a refund to quickly resolve the issue.
C. Apologize for the issue and show the customer the store policy for returns and exchanges.
D. Answer each point of the customer’s complaint while referring to store policy as needed.
Listen, acknowledge the problem, ask questions, and determine a solution the customer and the store can agree to.
Which of the following is an example of an open-ended question?
A. “What do you typically wear to work?”
B. “Are you shopping for yourself today?”
C. “Are you looking for something in particular?”
D. “Have you been in our store before?”
“What do you typically wear to work?”
An associate is reassigned from a small suburban work site to a bustling city work site. The new site has a different customer base and product line. How can the associate BEST prepare to make a smooth transition?
A. Talk with friends who are more experienced who currently work in the city.
B. Plan to use the same customer service techniques he has always found to be successful.
C. Meet with the new store manager and ask for guidance.
D. Expect not to be able to serve some customers.
Meet with the new store manager and ask for guidance
If a customer asks how to clean a dress, which is the BEST source for this information?
A. Manufacturer’s customer service department
B. Product label on the dress
C. Department manager
D. Product warranty
Product label on the dress
An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?
A. Stating, “My current dining room set is also oak.”
B. Focusing on price tags of the dining room set.
C. Praising and touching a particular dining room set.
D. Asking, “How long is this dining room set on sale?
Praising and touching a particular dining room set.
You are ringing up a customer’s order when the customer notices the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to see if there is a sale sign, 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?
A. Explain to the customer that there is an expired sale sign and she needs to pay the higher price.
B. Ask a co-worker to finish ringing up the customer while you check to make sure all the signs in the store are current.
C. Call your manager to remove the sale sign and handle the situation with the customer.
D. Remove the sale sign, apologize to the customer, and give the sale price to the customer.
Remove the sale sign, apologize to the customer, and give the sale price to the customer.
A customer is interested in buying his first MP3 player. Technically, the customer knows very little about MP3 players but has already made up his mind on which player he wants. As a sales associate, you should do which of the following?
A. Suggest to the customer that you know more about MP3 players than he does, and recommend a player.
B. Ask additional questions to confirm that the MP3 player will meet the customer’s needs.
C. Sell the customer the MP3 player he wants and move on to the next customer.
D. Ask a co-worker to validate your opinion of MP3 players to convince the customer your choice is best.
Ask additional questions to confirm that the MP3 player will meet the customer’s needs.
A preferred customer is at the register collecting a gift from a mailed promotion. The next customer in line wants a gift also and is getting angry. Which of the following should the associate do?
A. Offer a gift to keep it quite as so not to upset the other customers.
B. Process the sale and insert a customer feedback/complaint form in the bag.
C. Explain the qualifications to be a preferred customer and how to receive free gifts.
D. Apologize to the customer and complete the sale as quickly and efficiently as possible.
Explain the qualifications to be a preferred customer and how to receive free gifts.
Why is it important for sales associates to test or sample the products they will be selling?
A. Managers often administer the tests on the products’ features.
B. Customers are likely to ask questions about the products.
C. It helps associates appear engaged while on the sales floor.
D. Associates may want to purchase a product for themselves.
Customers are likely to ask questions about the products.
A customer wants to purchase a $75 winter coat. She has a 25% off coupon for one item and a 10% off coupon for her entire purchase. Both can be used. What is the total of her purchase?
A. $50.63
B. $55.00
C. $24.75
D. $45.50
$50.63
Julie places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% off the price she paid three weeks ago. The store has 14-day sales price adjustment policy. She wants a credit for the price difference. The associate should:
A. Tell the customer there is nothing the associate can do to help her and move on to the next customer.
B. Suggest that the customer return the coat, then buy it again at the discounted price.
C. Ask the customer to wait while the sales associate asks the manager for approval.
D. Suggest that the customer pay more attention to the sale dates in the future.
Ask the customer to wait while the sales associate asks the manager for approval.
A store adopts the following return policy:
“Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any electronics purchase between November 22 and December 24 may be returned until January 12 or as regular policy allows, whichever is later. All electronics purchased on or after December 26 will be subject to our existing return policy. All other terms and conditions of our return policy apply.”
A customer comes into the store on January 16 and wants to return a printer that was purchased during a store sale on December 16. Under the stated policy, should a sales associate accept the item for return?
A. No, because the printer was originally purchased during a store sale.
B. Yes, if the customer was away on business until after the return period.
C. Yes, if the store is running out of the item and could use the inventory.
D. No, because it is not within the stated time period for return.
No, because it is not within the stated time period for return.
A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store’s policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment’s bedroom. In order to enforce store policy, what should the sales associate do?
A. “You can always exchange the sheets for a different color if they do not match.”
B. “Please be aware that it is our store policy that personalized items cannot be returned.”
C. “Our return policy is quite strict, so I would recommend that you don’t buy these sheets.”
D. “I think you can return the sheets for a refund if the color is not right.”
“Please be aware that it is our store policy that personalized items cannot be returned.”
A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?
A. Write down the customers’ information and remember to thank them for their purchases the next time they come into the store.
B. Enter the customers’ information into a contact management system and add a reminder to send each of them information about the next sale.
C. Write down the customers’ information so each can be sent a satisfaction survey at the end of the month.
D. Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.
Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.
While helping a customer, a sales associate asks some questions and pulls relevant products off the shelf as the customer is answering the questions. After believing that the right product has been identified, the associate says, “Well. That’s everything you need. Let’s get you rung up.” But the customer declines and expresses a desire to “shop around a little more before buying.”
WHAT IS THE MOST IMPORTANT THNG THE ASSOCIATE FAILED TO DO DURING THIS INTERACTION?
Confirming the right products and accessories prior to ringing up the customer
Asking if the customer had other shopping to do and offering to set aside the product until the customer finished
Clarifying understanding of the customer’s needs and providing an opportunity to add more information
Offering to have the product delivered and upselling a product warranty to the customer
Clarifying understanding of the customer’s needs and providing an opportunity to add more information
A customer wants to print pictures from her digital camera but does not know how to work the digital print machine in your store. You have only been on the job for two days and are just learning how to work the machine. Which of the following should you do to help the customer in this situation?
Explain to the customer that you have not been fully trained on the digital machine, but she is welcome to give it a try
Tell the customer you do not think the type of digital card that she has will fit your digital machine
Let the customer know you are a new employee but will gladly work with her to help get her photos printed
Explain to the customer that the digital machine is out of service and you do not know when it will be back up
Let the customer know you are a new employee but will gladly work with her to help get her photos printed
A retailer encourages customers to use their mobile devices to “check in” when they walk into the store location. How can the retailer BEST use check-in data to gather information about the customers?
A. Use check-in promotions to alert customers about special deals based on their past purchases.
B. Use check-in data to target customers’ network of friends in order to attract new business.
C. Use check-in data to forecast staffing levels based on customers’ peak shopping hours.
D. Use social media to send and promote coupons to customers as they approach the sales department.
Use check-in promotions to alert customers about special deals based on their past purchases.
A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?
A. Ask the customer directly what budget range would be best.
B. Show the lowest-priced sofas and move up until the customer is satisfied.
C. Show the highest-priced sofas and move up until the customer is satisfied.
D. Show a medium-priced sofa and adjust according to the customer’s reactions.
Show a medium-priced sofa and adjust according to the customer’s reactions.
What is the most important reason to inform customers about returns, service plans, product warranties, and guarantees?
A. Return policies and warranties are put in place to protect the store from fraud, so customers must be informed about them.
B. It is required by law that customers are informed about product warranties, return policies, and service plans.
C. Customers deserve to have all the information they need in order to make the best decision about their purchase.
D. If customers are not told about these policies and options, they often return to the store upset when something goes wrong.
Customers deserve to have all the information they need in order to make the best decision about their purchase.
A customer comes into the store to return an item that was purchased online. The customer states the wrong item was received. The sales associate helping the customer has never dealt with this issue before. Which is the BEST action the associate can take to resolve the problem?
Apologize for the mistake and give the customer a phone number to use in order to file a complaint and reorder the correct item
Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item
Suggest that the customer look for the correct item in the store and request that the incorrect item be returned by mail because the store does not stock the item
Thank the customer for bringing the issue to the store’s attention, and then provide a refund for the item
Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item
When is it appropriate for sales associates to call the manager for assistance with a customer?
A. When the customer makes a negative comment about the retailer.
B. When the telephone rings, leaving the associate unable to talk to the in-store customer.
C. When there is a problem resolving the customer’s complaint.
D. When the work-shift ends and the customer is not ready to buy.
When there is a problem resolving the customer’s complaint.
Which of the following methods demonstrated the best way to avoid the loss of a sale based on customers' cost constraints?
Keep the customers budget in mind by offering only what is needed and suggest other items for future consideration
Do not mention the total cost until the end of the sale in order to keep the customer focused on benefits
Continue speaking about product benefits until the customer consents to purchase everything offered
Review all the customer needs and explain why all excessors and services should be purchased at the same time
Keep the customers budget in mind by offering only what is needed and suggest other items for future consideration
A customer calls the store about a purchase she made, which was advertised for less at a direct competitor’s location. The customer asks for a price adjustment on the item, and the sales associate is not sure how to respond. Which of the following is the BEST response for the sales associate to give the customer?
A. “Thank you for calling, I am not able to answer your question, however, let me give you the number of our corporate office.”
B. “I understand your concern. Please hold while I get someone to assist you right away.”
C. “This happens all the time, let me take your name and phone number and ask a manager to contact you.”
D. “I realize that you are upset, however, there is nothing our company can do to help you.”
“I understand your concern. Please hold while I get someone to assist you right away.”
A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00 am and noon. At 1:00 pm, the customer calls to report that the sofa has not been delivered and she must leave the house. How should the customer service associate respond?
Tell the customer to call the delivery department to reschedule delivery
Tell the customer that she should have called earlier so the associate could deal with the problem
Apologize and arrange to deliver the sofa at the next convenient time for the customer
Explain to the customer that deliveries often run behind schedule
Apologize and arrange to deliver the sofa at the next convenient time for the customer
A sales associate completes an online training class for a store's new MP3 players but she cannot remember how long it takes to charge the batteries. What should the sales associate do?
Check the internet when the sales associate goes home
Plug the display unit in and time how long it takes to change
Ask a friend who has a similar MP3 player
Review the online class again
Review the online class again