CS Certification - Deck 1

Question 1

An associate has read the following in a product manual:

• Do not use near water
• Not suitable for use by children under the age of 10
• Do not operate for more than 30 minutes
• Always unplug immediately after use

A customer comes in to buy the product and says that it is a gift for a grandchild. What should the associate do FIRST?

a. Ask the customer the age of the grandchild.
b. Sell the product to the customer.
c. Give the product information to the customer to read.
d. Try to interest the customer in the carrying case for the product.

Answer 1

a. Ask the customer the age of the grandchild.

Question 2

What should a sales associate do IMMEDIATELY before putting products out for display?

a. Practice demonstrating features and benefits with a co-worker.
b. Ensure that signage has been created and will attract customers.
c. Read the product label to learn features and benefits.
d. Test the product and make sure it is damage free and working properly.

Answer 2

c. Read the product label to learn features and benefits.

Question 3

A customer 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?

a. Acknowledge the customer’s frustration and refer him to the manufacturer’s website to download the instructions.
b. Listen to the customer, apologize for the inconvenience, and offer to refund or exchange the merchandise.
c. Listen to the customer, apologize for the inconvenience, and refer him to the manager.
d. 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.

Answer 3

d. 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.

Question 4

A health insurance call center associate receives a call from a customer who seems upset. The customer reports having called many times about a claim, and it is still not settled. The customer speaks loudly and becomes more upset by the minute. Which of the following should the representative say FIRST?

a. “Let me look up your record. What is your policy number?”
b. “I’m sorry. It must be very frustrating that this isn’t resolved yet.”
c. “I’d like to help you, but I can’t understand you while you are yelling.”
d. “I’m sorry. We have a lot of new trainees, and they don’t always know the answers.”

Answer 4

b. “I’m sorry. It must be very frustrating that this isn’t resolved yet.”

Question 5

Which of the following methods BEST describes how sales associates can reduce the number of price objections they receive?

a. Build rapport, establish trust, and focus product presentation on the customer’s needs.
b. Describe the store’s price matching policy in case the item goes on sale in the near future.
c. Explain that the product recommended is the latest model and is, therefore, the best value.
d. Share a personal testimonial, or describe ways another customer enjoyed the same product.

Answer 5

a. Build rapport, establish trust, and focus product presentation on the customer’s needs.

Question 6

A retailer encourages customers to use their mobile devices to “check in” when they walk into the store. How can the retailer BEST use check-in data to gather information about the customer?

a. Use check-in data to forecast staffing levels based on customers’ peak shopping hours.
b. Use check-in data to target customers’ network of friends in order to attack new business.
c. Use check-in promotions to alert customers about special deals based on their past purchases.
d. Use social media to send and promote coupons to customers as they approach the sales department.

Answer 6

c. Use check-in promotions to alert customers about special deals based on their past purchases.

Question 7

A customer enters Happy’s Hardware and expresses an interest in finding the best grill with the most options available. Based on the information below, which statement by sales associate would be MOST effective in encouraging the customer to choose Happy’s Hardware?

GRILLS R US
Side Burner - Yes
Warming Rack - No
Warranty - 1 year
Price - $650
Refund/Return Policy - Full refund or exchange with receipt.

HOME WAREHOUSE
Side Burner - No
Warming Rack - Yes
Warranty - 1 year
Price - $600
Refund/Return Policy - None

HAPPY'S HARDWARE
Side Burner - Yes
Warming Rack - Yes
Warranty - 5 year
Price - $750
Refund/Return Policy - Store credit only

GRILLS.COM
Side Burner - No
Warming Rack - Yes
Warranty - 3 year
Price - $500
Refund/Return Policy - Pay shipping on returns

a. “At Happy’s Hardware, we gladly offer store credit for returned grills.
b. “Home Warehouse does not have a refund/return policy.”
c. “All of our grills have pre-installed warming racks.”
d. “We offer all of the grill features you are looking for, plus a five-year warranty.”

Answer 7

d. “We offer all of the grill features you are looking for, plus a five-year warranty.”

Question 8

A woman enters a store to purchase a dress for a special event. She finds a dress she loves, but she is concerned about the price. As the sales associate, you know that the dress she likes goes on sale in two days. How do you close the sale?

a. Explain that special events need special dresses and she cannot go wrong with her selection.
b. Tell her about the sale and encourage her to return next to buy the dress.
c. Ask your manager whether you can override the price.
d. Suggest a different dress that is currently on sale.

Answer 8

b. Tell her about the sale and encourage her to return next to buy the dress.

Question 9

A sales associate is responsible for answering the phone and taking orders at The Pizza Store. It is lunchtime, and all other employees are busy helping customers. The phone rings while the associate is taking payment from a customer. Which is the BEST way for the associate to answer the call?

a. Say, “The Pizza Sore, May I put you hold?” Then wait for an answer.
b. Say, “Good afternoon, The Pizza Store, may I put you on hold? Then wait for an answer.
c. Say, “Hold, please.” Then get back to the phone as quickly as possible and apologize for the delay.
d. Say, “thank you for calling The Pizza Store.” Then place the customer on hold and get back to the phone as quickly as possible.

Answer 9

b. Say, “Good afternoon, The Pizza Store, may I put you on hold? Then wait for an answer.

Question 10

An angry customer arrives with a return and present sit to a sales associate who is new to the customer service department. The customer states the product cannot be assembled because it is missing parts. If the associate is unsure how the store’s return policy applies, what would be the associate’s BEST course of action?

a. Apologize to the customer for not being able to help, and then ask the customer to wait while the associate finds assistance.
b. Apologize for the inconvenience, and they ask a co-worker to help find the best solution.
c. Thank the customer for bringing the problem to the store’s attention, and then check the store’s intranet for store policy on returns.
d. Quickly call a manager to help the customer, and then begin to assist the next customer.

Answer 10

b. Apologize for the inconvenience, and they ask a co-worker to help find the best solution.

Question 11

A customer comes into a store to return an item that was purchased online. The customer states that 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?

a. Apologize for the mistake and give the customer a phone number to use in order to file a complaint and reorder the correct item.
b. Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item.
c. Suggest that the customer look for the correct item in the store, and requests that the incorrect item be returned by mail because the store does not stock the item.
d. Thank the customer for bringing the issue to the store’s attention, and then provide a refund for the item.

Answer 11

b. Apologize to the customer and call a supervisor for instructions on processing a prompt exhange for the correct item.

Question 12

Which of the following actions represent the BEST way for a sales associate to respond to customer feedback?

a. Share the customer’s feedback with a manager, especially if it is negative.
b. Paraphrase what the customer said to ensure that it was correctly understood.
c. Thank the customer and request that the feedback be turned in on a comment card.
d. Ask the customer to post any positive comments on the store’s social media sites.

Answer 12

c. Thank the customer and request that the feedback be turned in on a comment card.

Question 13

When is the BEST time to inform customers about extended service plans available for items they are purchasing?

a. As part of the greeting when the customers enters the department.
b. As soon as it is determined that the plans are within the customers’ budget.
c. At the end of the sale, after presenting the associated accessories.
d. Early in the sale process as a benefit to the product being purchased.

Answer 13

c. At the end of the sale, after presenting the assoicated accessories.

Question 14

A sales associate from the clothing department is passing by the electronics department and is stopped by a customer who ask about return policies for televisions. The associate has not been trained on the electronics department’s policies. What is the BEST way for the associate to respond to the customer’s question?

a. Enter the product area with the customer, and locate a sales associate who can answer the question and assist the customer.
b. Politely say, “I’m sorry, but I don’t know,” and apologize for the inconvenience.
c. Refer the customer to the customer service desk to obtain general returns and exchanges policy information.
d. Walk the customer to the customer service desk and find a specialist who can locate and discuss the specific policy.

Answer 14

a. Enter the product area with the customer, and locate a sales associate who can answer the question and assist the customer.

Question 15

During a busy day at the shoe outlet, several customers are waiting to try on shoes, and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?

a. After giving the name of the company and his or her name, ask for the customer’s name and a number to call back.
b. After giving the name of the company and his or her name, ask if the customer could call back.
c. After giving the name of the company, let the customer know that someone will be available momentarily to help.
d. After giving the name of the company, apologize for the delay and immediately place the customer on hold.

Answer 15

c. After giving the name of the company, let the customer know that someone will be available momentarily to help.

Question 16

A customer with two children enters a department and is looking at digital cameras. Which is the BEST comment for a sales associate to make in order to engage them and make them feel comfortable and relaxed?

a. “Great options there! Notice that some models are ruggedly designed so that you won’t have to worry about your kids breaking them.”
b. “I can tell you’re probably a busy person. Let me save you some time by showing you our most popular cameras.”
c. “It is a great day to bring the family shopping! Will your children be using the camera also, or will it be just you?
d. “Those are some of the best and most popular cameras you’re looking at. What kind of photography will you be doing?”

Answer 16

c. “It is a great day to bring the family shopping! Will your children be using the camera also, or will it be just you?

Question 17

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?

a. Review the online class again.
b. Ask a friend that has a similar MP3 players.
c. Check the Internet when the sales associate goes home.
d. Plug the display unit in and time how long it takes to charge.

Answer 17

d. Plug the display unit in and time how long it takes to charge.

Question 18

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 states that he will arrive to view the camera shortly and mentions that he is in a rush. What would be the BEST way for the sales associate to prepare for the arrival of this customer?

a. Locate the manufacturer’s brochure and appropriate accessories, and be prepared to offer an extended warranty to the sale.
b. Place the camera and a memory card at the customer service desk with the customer’s name attached, and request a page when the customer arrives so he can be quickly assisted.
c. Place the camera in a bag with the customer’s name attached, and leave the bag at the customer service desk for quick access.
d. Select two alternative camera models with features similar to the ones the customer inquired about so that you can present a variety of products when the customer arrives.

Answer 18

b. Place the camera and a memory card at the customer service desk with the customer’s name attached, and request a page when the customer arrives so he can be quickly assisted.

Question 19

A customer asks an associate to help him find curtains for his apartment. They find the perfect color and fabric, but his windows are not a standard size. There is a custom drapery department in the store. What is the sales associate’s BEST response?

a. “I can make an appointment for you with your custom drapery department if you like.
b. “We have an in-house custom drapery department. You might want to check with them.”
c. “Since your windows are not standard size, you should try another store that carries a wider selection.”
d. “For non-standard window sizes, blinds work best. Let me show you the selection.”

Answer 19

a. “I can make an appointment for you with your custom drapery department if you like.

Question 20

A clothing store is selling sweaters, and a sales associate notices that a nearby department store is running a sale on the same brand of sweaters for the sample price. What is the BEST strategy the associate can use to make sure the clothing store’s sweaters still sell?

a. Check the competitor’s website for policies and additional service offerings.
b. Discount the clothing store’s selection of sweaters by 10% to ensure the store is offering the lowest price.
c. Use approved signage that advertise the sweaters as the store’s “everyday low price”.
d. Visit the competitor’s store to view their merchandise displays and prepare similar displays in order to increase visibility of the clothing store’s merchandise.

Answer 20

b. Discount the clothing store’s selection of sweaters by 10% to ensure the store is offering the lowest price.

Question 21

A sales associate is restocking displays in the front of a store when a customer approaches and asks if the associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer’s complaint?

a. Apologize for the wait, assure the customer that it should not be much longer, and continue restocking displays.
b. Acknowledge the customer’s feeling and advise the customer to address the complaint to a member of management.
c. Acknowledge the customer, explain that a manager will be contacted, and continue restocking until a manger arrives.
d. Show a genuine concern for the customer’s feelings and the complaint, open a register, and take the next customer in line.

Answer 21

d. Show a genuine concern for the customer’s feelings and the complaint, open a register, and take the next customer in line.

Question 22

Which of the following is the BEST resource for a sales associate to use to gain information about the benefits of a store’s products and services?

a. Company provided training and testing
b. Independent industry sources online
c. Knowledgeable team members
d. Marketing materials provided by the vendor

Answer 22

a. Company provided training and testing

Question 23

What is the BEST way for a sales associate to demonstrate a product’s features to customers?

a. Direct customers to the product’s display and allow them to discover the features at a personal pace.
b. Encourage customers to try out the features themselves while reviewing the key benefits of those features.
c. Provide customers a features guide to reference so that they can compare the product to others on display.
d. Review the product’s packaging and marketing materials with customers while explaining any key features.

Answer 23

b. Encourage customers to try out the features themselves while reviewing the key benefits of those features.

Question 24

What type of purchase is BEST described as a customer’s unplanned decision to buy an item just prior to the transaction?

a. Coincidental
b. Guided
c. Impulse
d. Instinct

Answer 24

c. Impulse

Question 25

A sales associate approaches a customer who is looking at high-end power tools and referring to content on a smart phone. How can the associate BEST engage the customer using this technology?

a. After building a rapport with the customer, show where the reviews of the tools are located on the store’s website.
b. Apologetically inform the customer that the store does not match the competitor prices that he may be seeing online.
c. Show the customer where to access the monthly schedule of power tool demos and explain how to reserve a seat.
d. Assess the customer’s knowledge of online coupons and offer the dates when coupons for tools are usually published.

Answer 25

a. After building a rapport with the customer, show where the reviews of the tools are located on the store’s website.