CS Certification - Deck 2

Question 1

Which of the following open-ended questions will BEST help a sales associate determine what kind of television is appropriate for a customer looking to purchase a new one?

a. “Are you replacing your current television?”
b. “Do you prefer a specific brand of television?
c. “What are the dimensions of your living room?”
d. “What did you like or dislike about your last television?”

Answer 1

b. “Do you prefer a specific brand of television?

Question 2

A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick the pants up, the legs are too short. The customer tells the sales associate, “This will never do. I can’t wear them like this. You are going to have to change the hem.” How should the sales associate respond?

a. Agree to alter another pair of pants without acknowledging the mistake.
b. Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake.
c. Tell the customer that the fit was based on accurate measurements.
d. Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.

Answer 2

d. Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.

Question 3

A customer complains that you are out of stock on the 100 count aspirin that is on sale and that this seems to be a problem every time she comes into the store. How do you BEST satisfy the customer when the item is out of stock?

a. Apologize and call another local store for the customers to see if they have the product in stock.
b. Apologize to the customer, but tell her that there is nothing you can do about the situation.
c. Apologize to the customer and explain to her that you will have more in stock next week.
d. Apologize to the customer and offer to make a substitution with two 50-count bottles.

Answer 3

d. Apologize to the customer and offer to make a substitution with two 50-count bottles.

Question 4

The store has just introduced a new line of home theater speakers and the sales associate has no experience with the brand. What is the BEST way for the association to gain knowledge on the new vendor’s product line?

a. Complete all new training and review vendor supplied information on the features and benefits of the products.
b. Get feedback from the other vendors in the same product line and compare and contrast the new products’ features with existing vendors’ products.
c. Research industry websites that contain expert reviews, comparison, and customer feedback on the products.
d. Schedule time with a supervisor to get training on new products so that insight can be gained on where the new products will be positioned in the department.

Answer 4

a. Complete all new training and review vendor supplied information on the features and benefits of the products.

Question 5

What product display method would be BEST for a bulk discount store selling a new pizza to customers?

a. Taste test
b. End of aisle
c. Illustration
d. Product comparison

Answer 5

a. Taste test

Question 6

A customer is purchasing a set of towels for a new apartment and is considering adding a monogram to the towels. The store’s policy states that the addition of monogramming would make the towels non-returnable and the customer is slightly concerned the color may not match the apartment’s bathroom. In order to enforce store policy, what should the sales associate say?

a. “Please be aware that it is our store policy that personalized items cannot be returned.”
b. “I think you can return the towels for a refund if the color isn’t right.”
c. “Our return policy is quite strict, so I would recommend that you don’t buy these towels.”
d. “You can always exchange the towels for different color if these don’t match.”

Answer 6

a. “Please be aware that it is our store policy that personalized items cannot be returned.”

Question 7

What is the BEST way to serve a customer who is shopping with a group of friends?

a. Isolate the customer from the group so you can concentrate on his or her needs.
b. Talk directly to the customer and avoid conversation with others.
c. Provide quality service to all in attendance.
d. Try to talk the friends into making purchases as well.

Answer 7

c. Provide quality service to all in attendance.

Question 8

Which of the following situations require a sales associate to seek support from a supervisor?

a. A customer has brought three other friends to the store to shop, each with different needs.
b. A customer cannot find a particular item and the sales associate forgot where it is on the floor.
c. The sales associate notices employees from a competitor in the store doing price comparisons.
d. The sales associate has encountered a difficult customer and cannot satisfy that customer’s needs.

Answer 8

d. The sales associate has encountered a difficult customer and cannot satisfy that customer’s needs.

Question 9

Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experience?

a. It allows the sales associate to rely on the manager or other associates less when answering customers’ questions.
b. it allows a sales associate to spend more time with the customers and less time in the product classes.
c. It improves the sales associate’s confidence and level of customer service by having increased product knowledge.
d. It will make the sales associate more likely to receive a promotion from his/her manager.

Answer 9

c. It improves the sales associate’s confidence and level of customer service by having increased product knowledge.

Question 10

After eating a delicious meal at a restaurant, the customer completes a survey card that is on the table. The customer writes about how great the food and service was during the customer’s dining experience. Which of the following describes the benefit of the customer contact approach?

a. Makes customer feedback easy.
b. Makes sure customers have no verbal contact.
c. Makes sure the business knows how to contact clients.
d. Makes sure customers know how to contact the business.

Answer 10

a. Makes customer feedback easy.

Question 11

A customer has decided to use a popular software program to do his own taxes. He comes to a retail store on Saturday morning to buy the program so that he can complete his taxes over the weekend. Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the program in stock but sees that a new supply is expected soon. What should the associate do to help the customer now?

a. Check for another software program within the same price range.
b. Call a competitor and see if it has the program in stock to meet the customer’s immediate needs.
c. Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for him.
d. Ask the customer what features he likes about the software, and see if the store has another program in stock that would fit his needs.

Answer 11

d. Ask the customer what features he likes about the software, and see if the store has another program in stock that would fit his needs.

Question 12

What are the BEST steps to take if a customer’s expectations are not met?

a. Answer each point of the customer’s complaint while referring to store policy as needed.
b. Apologize for the issue and show the customer the store policy for returns and exchanges.
c. Get a supervisor or manager involved, apologize for the problem, and provide a refund to quickly resolve the issue.
d. Listen, acknowledge the problem, ask questions, and determine a solution the customer and the store can agree to.

Answer 12

d. Listen, acknowledge the problem, ask questions, and determine a solution the customer and the store can agree to.

Question 13

What is the purpose of training assignments or evaluations during or after scheduled course time?

a. To help managers identify high-potential employees who are most suited to learning more about sales and service and are more likely to be promoted.
b. To help managers match employees to the departments or products they are most interested in selling, creating better customer service.
c. To help determine whether employees have mastered the information provided during training or whether additional training is needed.
d. To help determine which employees are less likely to practice new skills and knowledge that help to reinforce the concepts and information.

Answer 13

c. To help determine whether employees have mastered the information provided during training or whether additional training is needed.

Question 14

Once the customer has expressed interest in a product, how should the sales associate FIRST present that product?

a. Describe other customers who bought this product.
b. Describe the product’s strongest features and benefits.
c. Explain manufacturer warranties and store guarantees.
d. Explain the available delivery or layaway options.

Answer 14

b. Describe the product’s strongest features and benefits.

Question 15

Which guideline should a sales associate follow when dealing with difficult customers?

a. Press the customers to decide.
b. Speak and act very quickly.
c. Remain calm and courteous.
d. Try to control the conversation.

Answer 15

c. Remain calm and courteous.

Question 16

As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the BEST course of action?

a. Continue what you were doing.
b. Ask the customer if you can help.
c. Stop, greet your teammate, and ask if you can be of service.
d. Let your fellow associate know that you will get a manager.

Answer 16

c. Stop, greet your teammate, and ask if you can be of service.

Question 17

What is the FIRST thing a sales associate should do when a customer has a problem with a product?

a. Tell the customer that he or she is not familiar with the product.
b. Thank the customer for bringing the problem to the store’s attention.
c. Call a manager for assistance.
d. Return the product for the customer.

Answer 17

b. Thank the customer for bringing the problem to the store’s attention.

Question 18

A customer who wishes to return an item has printed out the store’s return policy from the company website. The website states that returns are accepted 30 days from the date of purchase; however, it has not been updated to the current policy that allows returns 14 days after the date of purchase. The correct policy is clearly printed on the customer’s receipt. What should be the sales associate’s response?

a. Apologize to the customer for the inconvenience. Point out the correct policy is printed on the receipt, and refer the customer to management.
b. Apologize to the customer for the misunderstanding, but state that an exception cannot be made. Suggest that the customer send an email to the corporate office.
c. Inform the customer of the current policy, and show where it is correctly printed on the receipt. Then honor the website policy because the information was misleading.
d. Thank the customer for bringing the error to the store’s attention, and let the corporate office know about it. Offer a coupon to remedy the inconvenience.

Answer 18

c. Inform the customer of the current policy, and show where it is correctly printed on the receipt. Then honor the website policy because the information was misleading.

Question 19

A wedding coordinator, unable to meet tight deadlines, has lost several potential clients. Which of the following can the coordinator do to help prevent this loss of business in the future?

a. Persuade the next few clients to schedule their wedding dates slightly later.
b. Advertise in more local publications to attract more clients.
c. Gather information about competitors to identify ways to increase efficiency.
d. Explain that the competitors have more dissatisfied customers.

Answer 19

c. Gather information about competitors to identify ways to increase efficiency.

Question 20

A store is promoting a $50 rebate on the purchase of any Blue-ray player that costs more than $150. A customer expresses a lack of understanding about rebates. Which statement BEST describes this rebate offer?

a. The customer will receive $50 cash back at the time of purchase.
b. The customer will pay only $100 for a Blue-ray player.
c. The customer will receive a check for $50 after submitting proof-of purchase verification.
d. A total of $50 will be deducted from the total amount paid by the customer at the time of checkout.

Answer 20

c. The customer will receive a check for $50 after submitting proof-of purchase verification.

Question 21

A customer comes into a store looking for anew television. The customer is requesting ABC brand, which is one of the most expensive in our store. The customer has no experience with the other brands you carry but is concerned about the price of the ABC brand. What would be the BEST action to take?

a. Show the customer ABC brand TVs because that is what he is looking for.
b. Show the customer a promotional item that is priced well below ABC brand.
c. Explain that the store carries other brands that are comparable to ABC but priced lower.
d. State that ABC brand is overpriced and explain that the store has other brands that are more reasonably priced.

Answer 21

c. Explain that the store carries other brands that are comparable to ABC but priced lower.

Question 22

What policies within a company may be given room for interpretation by the employees?

a. Those that protect the licensing of the products sold.
b. Those designed to ensure customer satisfaction.
c. Those related to the safety of customers and employees.
d. Those associated with governmental laws and liability concerns.

Answer 22

b. Those designed to ensure customer satisfaction.

Question 23

What is the BEST method for a sales associate to use in determining which features and benefits of a product are important to individual customers?

a. Ask appropriate questions and listen to each customer.
b. Distribute surveys to past buyers and evaluate their responses.
c. Provide brochures and feature benefit literature to prospects.
d. Explain the product’s hidden benefits and evaluate customer responses.

Answer 23

a. Ask appropriate questions and listen to each customer.

Question 24

What is the BEST method a sales associate can use in order to learn the product knowledge needed to sell a new line of appliances that the store has just started to stock?

a. Attend product demonstration offered by the manufacturer at the store, and ask questions while taking notes.
b. Meet with several experienced sales associates in the store, and ask them for guidance and advice.
c. Observe the store manager assisting a customer, and try to employ the same techniques that were used.
d. Research the product line on the Internet, and print out and read any available product information.

Answer 24

a. Attend product demonstration offered by the manufacturer at the store, and ask questions while taking notes.

Question 25

A sales associate working at the customer service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold a charge. What is the BEST way for the associate to respond to the customer?

a. “I can understand your anger since it’s a brand new product. Laptop batteries are notorious for failure if they aren’t charged properly. Did you follow the instructions in the setup guide?”
b. “I’m sorry that the laptop is not working properly. Fortunately, the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you.”
c. “I’m sorry you had this trouble. Fortunately, the laptop is still under warranty by the manufacturer, but we cannot take the return here. Let me get you their service number.”
d. It’s strange that a new battery would stop working only a week after purchase. It must be either defective or somehow damaged. How were you using the laptop when the batter was working?”

Answer 25

c. “I’m sorry you had this trouble. Fortunately, the laptop is still under warranty by the manufacturer, but we cannot take the return here. Let me get you their service number.”