CS Certification - Deck 3

Question 1

What is the BEST way for a sales associate to respond if a customer asks for a lower price for an item that is not on sale?

a. Tell the customer to wait; it might go on sale next month.
b. Indicate which items are on sale and offer to show them to the customer.
c. Suggest that the customer continue to check the newspaper for the next sale date.
d. Tell the customer the merchandise is not included in the current sale promotion, but suggest that he or she apply for a store credit card and receive 10% off.

Answer 1

d. Tell the customer the merchandise is not included in the current sale promotion, but suggest that he or she apply for a store credit card and receive 10% off.

Question 2

A bride is meeting with a hotel catering sales manager to discuss the menu for her upcoming reception. The bride wants a particular brand of cheese, but the hotel cannot guarantee that it will delivered in time for the wedding. What should the catering sales manager do?

a. Review alternatives and offer the best solution.
b. Provide complimentary hours d’oeuvres for the reception.
c. Suggest that the reception be held at another location.
d. Restrict the selection of cheese to what is available on the menu.

Answer 2

a. Review alternatives and offer the best solution

Question 3

When a sales associate reviews the manufacturer’s warranty of a product with the customer, what reassurance is given to the customer?

a. The store will provide a full refund on defective merchandise with a receipt.
b. The manufacturer will provide a full refund on defective merchandise.
c. The product’s performance, durability, or quality standards will be upheld.
d. The product, if defective, can be returned to the store without a receipt.

Answer 3

c. The product’s performance, durability, or quality standards will be upheld.

Question 4

A superstore bakery recently changed from in-store baking to the company’s central baking plant. The bakery supervisor gives the associates a memo explaining the changes taking place. A customer asks a bakery associate why the changes are taking place. What should the associate do?

a. Explain that is not clear why the company made the change.
b. Use the information in the memo to answer the customer’s question.
c. Ask the customer to fill out a card questioning the change.
d. Check with the supervisor about the best way to handle the customer’s question.

Answer 4

b. Use the information in the memo to answer the customer’s question.

Question 5

An irate customer calls demanding a credit after making a full price purchase the day before a sale. The responding sales associate explains that the stores policy on returns and exchanges only allows credits to be given in the store, and it does not allow for credits over the phone. The customer is not satisfied with the associate’s answer. After apologizing for the inconvenience, what else should the associate do to help satisfy the customer’s request?

a. Clearly repeat the policy so the customer understand there is no other option.
b. Explain how the customer and store benefit from the store’s policy.
c. Inform the customer of dates when the item may be on sale again.
d. Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.

Answer 5

d. Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.

Question 6

A customer who is going on a camping trip the next day would like to see the new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed?

a. Match features of the desired product with an alternative selection.
b. Offer the customer or discount on another brand.
c. Refer the customer to another store.
d. Steer the customer to items that are currently on sale.

Answer 6

a. Match features of the desired product with an alternative selection

Question 7

A customer is searching for a shoe in a particular size and ask a sales associate for help. The associate knows that the size is unavailable because an earlier search revealed that it was out of stock. What is the MOST appropriate response to this customer’s request?

a. “I just put out the entire stock of that item yesterday. I’m pretty sure we don’t have it anymore. Sorry.”
b. “I think we sold the last size yesterday. That is a really popular item. You have great taste!”
c. “I will double check the stock room, but I am pretty sure we are sold out. I’d be happy to call our other store to see if they have it.”
d. “We should be getting more of those in next week. You can give me a call on Wednesday and, if we have it, I can hold it for you.”

Answer 7

c. “I will double check the stock room, but I am pretty sure we are sold out. I’d be happy to call our other store to see if they have it.”

Question 8

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?

a. Golden rule
b. Manufacturer’s guarantee
c. Service warranty
d. Store policy

Answer 8

d. Store policy

Question 9

If you are working with a customer, how should you react when you are approached by a second customer?

a. Make eye contact to let the second customer know he has your attention.
b. Speak clearly so the second customer can hear what you have to say.
c. Inquire about the second customer’s day and shopping experience so far.
d. Ask if you can be of any assistance to the second customer.

Answer 9

d. Ask if you can be of any assistance to the second customer.

Question 10

A customer calls to complain that his refrigerator was not delivered on time. How should the associate handle the complaint?

a. Thank the customer, apologize for the inconvenience, and ask him for information pertaining to the delivery.
b. Thank the customer for the call, and put him on hold while the sales associate calls the delivery department for information.
c. Thank the customer for the call, and transfer the customer to the delivery department.
d. Apologize for the inconvenience, and offer a discount on the customer’s next purchase.

Answer 10

d. Apologize for the inconvenience, and offer a discount on the customer’s next purchase.

Question 11

A sales associate is hosting a cooking class to demonstrate a new line of kitchenware and notices a customer interacting with the product as if actually using them. Which is the BEST way for the associate to create a memorable experience for the customer?

a. Provide the customer with the product video.
b. Give the customer an informational brochure.
c. Explain the product’s’ features and benefits to the customer.
d. Invite the customer to participate in the demonstration.

Answer 11

d. Invite the customer to participate in the demonstration.

Question 12

What is the BEST way for a sales associate to inform customers of the stores frequent shopper program?

a. Tell customers about it during the sales transaction.
b. Explain the program upon customer inquiry.
c. Call potential customers to inform them of the program.
d. Call potential customers to inform them of the program and offer to get them started earning awards.

Answer 12

a. Tell customers about it during the sales transaction.

Question 13

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. “What other retailers have you visited recently?”
b. “Do you like the setup of our new product displays?”
c. “Have you purchased anything from our store’s website?”
d. “How easy was it to find what you were looking for today?”

Answer 13

d. “How easy was it to find what you were looking for today?”

Question 14

A sales associate is helping a customer with a new sweater that just arrived. The customer asks about the proper care instructions. What should the sales associate do?

a. Call over the manager to answer the question.
b. Check the care label in the sweater and advise the customer.
c. Ask another sales associate if he or she knows the care instructions.
d. Assume it is the same as the other sweaters and give those instructions.

Answer 14

b. Check the care label in the sweater and advise the customer.

Question 15

Horizon Electronics is launching a new all-in-one product. The product can be used to play music, watch movies, check e-mail, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product hoping that customers will buy it from your store rather than online or at a competitor’s store. How should you prepare for large volume of customers asking about this product?

a. Test out the product yourself to make sure you know how to use all of the features.
b. Rely on one of your co-workers to help you answer questions as he just bought the product for himself.
c. Tell customers that they can call Horizon Electronics directly to answer questions about how to use the product.
d. Remind customers they can return the item if it is too difficult to use.

Answer 15

a. Test out the product yourself to make sure you know how to use all of the features.

Question 16

A sales associate calls an important customer and is told, “You’ve called at a bad time.” Which would be the BEST response by the associate?

a. Ask the customer to call back.
b. Explain that the call will be short.
c. Offer to schedule a second call.
d. Try to continue the conversation.

Answer 16

c. Offer to schedule a second call.

Question 17

Which of the following examples BEST represents cross-selling?

a. Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes.
b. Discussing the benefits of different brands when a customer is purchasing a computer.
c. Letting a customer know that there are a few out-of-season pajamas on the clearance rack when the customer purchases pajamas.
d. Showing a customer a matching scarf and gloves when the customer purchases a winter coat.

Answer 17

d. Showing a customer a matching scarf and gloves when the customer purchases a winter coat.

Question 18

Why is it important for sales associates to test or sample the products they will be selling?

a. Associates may want to purchase a product for themselves.
b. Customers are likely to ask questions about the products.
c. It helps associates appear engaged while on the sales floor.
d. Managers often administer tests on the products’ features.

Answer 18

b. Customers are likely to ask questions about the products.

Question 19

Which is the MOST important step a sales associate should take to ensure that a product is working before demonstrating it to a customer?

a. Role-play with a co-worker who can ask difficult questions in a customer scenario.
b. Have all vendor-supplied marketing materials on hand and display model ready to go.
c. Read and understand all the information about the features being demonstrated so that they can be shown with ease.
d. Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located.

Answer 19

d. Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located.

Question 20

Which is the MOST appropriate type of question to ask to determine a customer’s budget?

a. Fact-finding
b. Judgmental
c. Subjective
d. Aggressive

Answer 20

a. Fact-finding

Question 21

A customer is looking at a display of assorted silver necklaces that vary in price. Which would be the BEST comment for the sales associate to make in order to determine the customer’s price range?

a. “Those are some of our most popular brands. What is your price range?”
b. “Will this be a gift? If so, the most expensive sterling necklaces would be perfect.”
c. “Aren’t these necklaces beautiful? They come in sterling or silver-plated. Sterling is a bit more expensive. Do you have a preference?”
d. “With so many elegant options, it can be really hard deciding which necklace to buy. How much are you looking to spend?”

Answer 21

c. “Aren’t these necklaces beautiful? They come in sterling or silver-plated. Sterling is a bit more expensive. Do you have a preference?”

Question 22

Three customers enter a store together. A sales associate saw them earlier in the week, but none of them made a purchase. The sales associate would like to ensure that they are not shoplifting. Which of the following is the BEST approach for the sales associate to take in this situation?

a. Kindly ask them to leave the store.
b. Greet them and offer to help them find what they are looking for.
c. Immediately call the police and keep an eye on them while they are in the store.
d. Contact a supervisor or loss prevention while avoiding direct contact with customers.

Answer 22

b. Greet them and offer to help them find what they are looking for.

Question 23

Which is the BEST way to explain the features and benefits of an item to a customer?

a. Ask the customer to read the product labels and tags.
b. Share personal experiences about using the product and say that it works well.
c. Communicate technical specifications about the product such as weight and materials.
d. Relate product features to the customer’s needs in a “so that you can” statement.

Answer 23

d. Relate product features to the customer’s needs in a “so that you can” statement.

Question 24

You are ringing up a customer’s order when the customer notices that 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. Remove the sale sign, apologize to the customer, and give the sale price to the customer.
b. Call your manager to remove the sale sign and handle the situation with the customer.
c. Explain to the customer that it is an expired sale sign and she needs to pay the higher price.
d. Ask a co-worker to finish ringing up the customer while you check to make sure all the signs in the store are currently are current.

Answer 24

a. Remove the sale sign, apologize to the customer, and give the sale price to the customer.

Question 25

A customer wants to purchase a new laptop computer. Different laptop models have different feature levels, and the customer is not sure which one to select. Which method would be MOST effective for the sales associate to use in explaining the value of the different features available for each model?

a. Allow the customer to interact with a demonstration laptop.
b. Ask if the customer has seen commercials for any of the laptops.
c. Describe each of the features contained in a variety of laptop models.
d. Share personal experiences of how the features of the laptop can be used.

Answer 25

c. Describe each of the features contained in a variety of laptop models.