TechBridge Customer Service Exam 2

1. A customer orders take-out from a restaurant and wants to use an expired coupon. The restaurant prides itself on customer service and satisfaction. What should the server do about the coupon?

Tell the Customer that the coupon is expired, so full price will be charged
 Take the order and the coupon, then charge full price at pick-up.
Ask the customer to return ; tomorrow with the coupon from ; tomorrow's newspaper.
 Honor the expired coupon and thank the customer.

 

 

2. An associate for training sees a new employee leave a jewelry case unlocked. The new employee then leaves the area

Watch the case to make sure customers don't open it.
 Remind the new employee to lock the case.
Alert the manager about the problem.
 Lock the case immediately.

 

 

3. A fitness center's soft drink machine has been empty for two weeks. When the delivery person arrives to refill the machine , the fitness center's manager complains that the fitness center has lost money. What should the delivery person do?

Apologize and offer to work out a regular delivery schedule with the manager.
 Apologize and tell the manager the delivery person is not responsible for scheduling.
Tell the manager "OK," fill the machine, and go to the next delivery.
 Tell the manager that the usual delivery person has been on vacation and they were shorthanded.

 

 

4. A customer service representative in a bridal shop helped a customer choose her wedding dress. The customer had alterations made to her dress. Two weeks later, she called to complain that the dress is still to long. What should the representative do first?

Remind her about the store's ; ; alteration and return policies.
 Ask her if she tried on the dress before she picked it up.
Apologize and let her know the cost of additional alterations.
 Show empathy and ask that she come in to meet with alterations.

 

 

5. A customer returns a recently purchased video game player and tells the store associate that it shuts down after ten minutes of use. The customer's child is home sick and wants the player to keep busy. The item is covered by a one-year warranty. What should the associate do?

Ask what the customers child was doing to make the player to stop working.
 Allow the customer to exchange the video game player today since the item is under warranty.
Point out that this ; particular video game player had many complaints.
 Put the customer at ease by saying, "I know how it is when a child is sick"

 

 

6. During a slow business period , an associate sees a new hire having trouble answering a customer's questions. The customer is ready to leave. What should the associate do?

Approach them and ask, Can I help answer any questions?"
 Step in and say, "here, let me help," then ring the sale
Alert the manager that the new hire needs help
 Watch without interrupting and advise the new hire after the customer leaves

 

 

7. A customer tells an associate he wants to purchase a product that has features B, D, and E. Which of the products meet the customer's requirements?


1 and 2 only
2 and 3 only
1 and 3 only
3 and 4 only

 

 

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

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

 

 

9. An associate is responding to a customer's e-mail about the back-order. The associate's style should:

Be informed and personal
 Follow business writing rules.
Include creative elements to catch the customer's attention.
 Include abbreviations to keep the message; short.

 

 

10. An associate begins to help a customer he believes is next to be served. A second customer interrupts by saying that she should be next. The sales associate's BEST response is:

Allow the two customers to determine who should be helped first.
 Try to find another sales associate to help one of the customers.
Direct the second customer to an associate in another department.
 Assure the second customer that he will help her as soon as possible and proceed to help the other customer.

 

 

11. A client who is on a slat-restricted diet hired a personal shopper six months ago. She frequently asks the shopper to purchase items that contain salt. What should the personal shopper do?

Discuss the dietary needs with the client to make a list of foods that can be purchased.
 Contact the client's doctor for advise.
Refuse to buy the items that contain salt.
 Continue to buy the items with the salt; because this is your clients choice.

 

 

12. An associate makes a follow up call to a customer about a product recently purchased. The customer says that she wants to return the product ; because it does not meet her needs. What should the associate do FIRST?

Offer a coupon or gift card towards her next purchase.
 Ask what features she needs and offer a product that will meet her needs.
Tell the customer that the manager will be in touch very soon.
 Suggest that the customer return to the store and try another product.

 

 

13. A customer wants a specific baseball card set. The store is curren