TechBridge Customer Service Exam
 

1. 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?

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

 

 

2. 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. The associate should:

Process the sale and insert a customer feedback/complaint form in the bag.
Offer a gift to keep it quiet so as not to upset the customers.
Apologize and complete the sale as quickly and efficiently as possible.
Explain the qualifications to be a preferred customer and how to receive free gifts.

 

3. A children’s clothing store is selling shorts for $5.99 each, or two for $9.99. How much would a customer save by buying two?

$0.99
$1.99
$2.00
$4.00

 

4. A customer asks for a specific model of refrigerator that is currently out of stock. The associate should:

Check when it will be in stock and let the customer know.
Promise to have it as soon as possible.
 Take the customer’s contact information and call him when it comes in.
 Direct the customer to a competitor’s store where they sell the same refrigerator.

 

 

5. Sales for cranberry sauce increase during the months of November and December. Inventory arrives in the warehouse four months before shipping to stores. Starting on what month will the warehouse need more space for storing cranberry sauce?

June
July
August
September

 

6. Please click on the attachment button above to display the video. Questions #6 and #7 refer to the video clip. How should the employee respond to the customer’s comment about the price of the deli platter?  click here

Ask the customer what the competitor includes with their platter.
Refer the customer to a manager who knows more about deli platters.
Put together a different selection of deli items for the customer to taste.
Ask the customer more questions about her allergies.

 

7. Please click on the attachment button above to display the video. Questions #6 and #7 refer to the video clip. What should the employee do about the onions? click here

Tell the customer that the register shows the correct price.
Ask the customer if she would like to pick up a pound of tomatoes.
Check the code list to identify the correct code.
Call for a price check on onions.

 

8. A customer returns a backpack complaining that one of the seams has ripped. The customer wants to exchange the backpack for a new one. Which of the following is the LEAST appropriate response?

No one has ever returned one of these before. They are known for being durable."
Would you like to exchange the backpack for the same style or choose something different?
Tell me what you are looking for in a backpack
I’m sorry you’ve had this problem. I will help you choose a new item.

 

9. A Customer brings two snow tires to an automobile service center to have them put on his vehicle. The associate notices that the tires are badly worn. Which of the following should the associate do?

Put the snow tires on the vehicle as requested.
Tell the customer that two new snow tires are needed.
Get a second opinion from the manager before speaking with the customer.
Point out the condition of the tires and explain the trade-in policy.

 

10. A manager shows a new employee how to stock the shelves. The employee begins the task. The supplier comes in and tells the employee to do it differently. What should the associate do?

Complete the task the way the manager explains it.
Clarify the task with the manager.
Finish the task as the supplier requested.
Ask another employee how it should be done.

 

11. Customers who spend more than $100 at a toy store will receive 10% off the total purchase. The cashier rings up items totaling $95 for a customer. The cashier should:

Thank the customer for shopping at the store
Tell the customer about next week’s sale.
Finish the sale as quickly and efficiently as possible.
Suggest an additional item that costs $5 or more.

 

12. Orlando is demonstrating a new product to other associates. During the demonstration, he forgets how to demonstrate an important feature of the product. Which of the following is the BEST way for him to proceed?

Skip the demonstration of the feature and more on so he is not embarrassed.
Tell the group to refer to the product manual for that feature.
Stop the demonstration and read the product information material to refresh.
Let the group know that he has skipped the demonstration of one product feature and will follow up with each of them later.

 

13. A customer books an airline ticket online, but the printed confirmation shows an incorrect date of travel. The customer calls the airline to complain about the wrong date. Which of the following is the BEST way for the airline call center associate to handle the complaint?

Tell the customer to buy a new ticket on the correct day.