Customer Service Preassessment 2012

The correct answer is to acknowledge the customer's conversation briefly and politely, while also considering the other customers waiting in line. By saying, "That sounds really fun. I hope everything turns out good for you. Have a great day" with a smile, you show that you are attentive and friendly, but also aware of your responsibilities as a cashier. This response strikes a balance between being courteous to the customer and maintaining efficiency in serving all customers in a timely manner.

The flight attendant should listen to the passengers explain the problem and then ask to see their tickets. By doing so, the flight attendant can gather information about the situation and verify which passenger is assigned to the seat. This will help in resolving the issue and ensuring that both passengers are seated correctly. Asking one passenger to volunteer to take a later flight or asking both passengers to immediately exit the plane may not be necessary if the problem can be resolved by checking their tickets. Letting the passengers work through the issue themselves may lead to further arguments or confusion.

The correct answer is to apologize to the customer and assure them that you will get the manager to help find a solution. This response shows empathy towards the customer's situation and a willingness to assist them. By involving the manager, the issue can be resolved promptly and to the customer's satisfaction.

The correct answer is to ask her if she would like her usual order and have a small conversation with her. This option shows respect and kindness towards the elderly woman, acknowledging her as a regular customer and taking the time to engage in conversation with her. It also suggests that the employee values customer service and prioritizes building relationships with customers.

This answer suggests that the person is open-minded and willing to accept that others may have different opinions. They are comfortable with the idea of agreeing to disagree, which means they can acknowledge and respect differing viewpoints without feeling the need to change or convince others of their own beliefs. This attitude is important in handling conflicts and maintaining healthy relationships.

The correct answer is that Chik-Fil-A apologizes and promises to send coupons in the mail. In the given scenario, the customer calls to complain about receiving the wrong order. Chik-Fil-A acknowledges their mistake and offers a solution by sending coupons in the mail. The fact that the coupons received are for more than the value of the original order, along with a handwritten note of apology, shows that Chik-Fil-A is making an effort to make amends for the inconvenience caused to the customer.

The associate should apologize to the customer for the inconvenience and offer to locate the stereo and then deliver it to them. This shows empathy towards the customer's frustration and takes responsibility for the mistake made by the repair department. By offering to find and deliver the stereo, the associate is taking steps to rectify the situation and provide a satisfactory resolution for the customer.

The customer service representative should listen to the customer's complaint, empathize with their frustration, and then take steps to resolve the issue of being charged three times for the same transaction. This approach demonstrates good customer service skills by actively listening to the customer's concerns, showing empathy towards their situation, and taking responsibility to rectify the problem.

The Customer Service Associate should apologize for the delay and offer to reschedule the delivery at a time that is convenient for the customer. This response shows empathy towards the customer's situation and takes responsibility for the delay. It also aims to find a solution that accommodates the customer's needs.

The associate should inform the customer of the sale and demonstrate the features and benefits of the camera on sale because the customer is checking the price tags on various cameras. By informing the customer of the sale, the associate can provide valuable information about the discounted camera and potentially persuade the customer to make a purchase. Additionally, demonstrating the features and benefits of the camera on sale can help the customer make an informed decision and understand the value they would be getting with the discounted camera.

The most likely response in this situation would be to calmly explain what is bothering you and ask for some time to yourself. This response shows assertiveness and open communication, allowing for the opportunity to address the issue and find a resolution. It demonstrates a mature approach to handling conflicts and maintaining healthy boundaries in relationships.

Based on the information given, the customer appears to be blind and has entered the store with a dog. Since the customer may require assistance due to their visual impairment, it would be appropriate for the associate to offer help. This shows empathy and understanding towards the customer's needs, while also ensuring that they have a positive shopping experience.

The correct answer is to escort the customer to a fellow associate for help since you are on break. This option shows a willingness to assist the customer despite being on break and ensures that the customer's needs are addressed by someone who is available to help. It also demonstrates good teamwork and customer service skills.

The correct answer is to maintain a normal voice level. When having a disagreement, it is important to communicate effectively and calmly. By maintaining a normal voice level, you can ensure that your message is heard without escalating the situation or causing further conflict. This approach promotes open and respectful communication, allowing both parties to express their opinions and find a resolution.

The best approach to serving the customer in this situation is to apologize for not having the item in the store and suggest a similar item. By offering to send the similar item to the customer without a shipping fee, the associate is showing empathy towards the customer's needs and providing a solution to their request. This approach demonstrates good customer service and helps to maintain a positive relationship with the customer.

The associate should inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom. This shows that the associate acknowledges the customer's presence and their need for assistance, while also providing a solution by involving another associate to retrieve the bike. This ensures that the customer's needs are addressed and they are not left waiting indefinitely.

The associate should offer to contact another store to see if they have any units left. This would be the most helpful and proactive solution for the customers, as it provides them with an alternative option to still purchase the air conditioner. By reaching out to another store, the associate can potentially secure the item for one of the customers, ensuring their satisfaction and maintaining good customer service.

The associate should respond to the customer's concern by informing them that each pair of sunglasses comes with a one-year warranty covering damage to the lenses. This reassures the customer that if the lenses do get scratched, they will be able to get them repaired or replaced within the warranty period.

The associate should introduce the customer to an associate in the young men's department who will be able to help him find his size. This solution acknowledges the customer's difficulty in finding clothes that fit him without directly stating that the store does not have anything in his size, which could potentially offend him. By connecting the customer with someone who specializes in the young men's department, the associate is offering a solution that may increase the chances of finding clothes that fit the customer's needs.

The associate should acknowledge the in-store customers and call for assistance before getting back to the customer on hold. This is because the associate has a responsibility to serve the customers who are physically present in the store. By acknowledging their presence and calling for assistance, the associate can ensure that the in-store customers are taken care of while also addressing the customer on hold in a timely manner. This approach demonstrates good customer service and prioritizes both the in-store customers and the customer on hold.

The correct answer is "Walk the customer over to the brand and ask color and size preferences." This option is the most appropriate because it not only helps the customer find the requested brand but also provides personalized assistance by asking about their color and size preferences. This ensures that the customer receives a satisfactory shopping experience and increases the likelihood of making a sale.

In this situation, the call center associate should apologize to the customer for the inconvenience caused by the computer system going down. Since they are unable to check the customer's account at the moment, the associate should offer to call the customer back when the system is working. This ensures that the customer's issue will be addressed once the system is operational again, providing a solution to their problem and showing good customer service.

The associate should give them a hands-on demonstration. This allows the customer and their grandchild to experience the answering machine firsthand and understand its features and functionality. It also gives them the opportunity to ask any questions and ensures that they have a clear understanding of how to use the machine. This approach is more effective than speaking slowly and loudly, directing the demonstration to the grandchild, or showing a less complex unit, as it actively engages the customer and provides a more interactive learning experience.

The associate should ask the customer the age of the grandchild because the safety information in the product manual mentions that the product is not suitable for children under the age of ten. By asking the age of the grandchild, the associate can determine if the product is appropriate for the intended recipient and provide the customer with the necessary information to make an informed decision.

The correct answer is to express genuine concern that the customer's needs to be met. This is the most appropriate action to take when dealing with an irate customer. By expressing genuine concern, the store can show empathy towards the customer's situation and acknowledge their frustration. This can help to de-escalate the situation and demonstrate a willingness to address the customer's needs and find a solution.

The correct answer is to offer the customer a choice of holding while he finds the answer or receiving a call back. This is the best option because it shows the employee's willingness to help the customer and find a solution to their question. It gives the customer the option to either wait for the answer or have the employee call them back with the information. This ensures that the customer's needs are met and that they feel valued and taken care of by the company.

The associate should call the office machine department to help the customer with instructions. This is the most appropriate response as it addresses the customer's concern about the machine being too complicated to operate. By seeking assistance from the office machine department, the associate can provide the customer with the necessary guidance and support to use the fax machine effectively. This solution demonstrates good customer service by attempting to resolve the customer's issue and ensure their satisfaction.

If the customer buys a bicycle for $159.99 and spends more than $100.00, she will receive a 10% discount. To calculate the discount, we can multiply $159.99 by 10% (0.10), which gives us $15.99. Subtracting this discount from the original price, we get $159.99 - $15.99 = $144.00. Therefore, her total will be approximately $144.00 before taxes.

The associate should void the sale and ring up the candy bar at the sale price because the customer purchased the candy bars during the sale period. This means that they are entitled to the discounted price of $0.99 per candy bar. Voiding the sale and re-entering the items at the correct price will ensure that the customer is charged the correct amount.

In this situation, the cashier should acknowledge the customers in the line and call for assistance. This is because the line of customers is quickly growing, indicating that the cashier alone may not be able to handle the workload efficiently. By acknowledging the customers and calling for assistance, the cashier can ensure that the customers are attended to in a timely manner and prevent further delays. This shows good customer service and proactive problem-solving.

In this situation, it is important to address Mrs. W's disruptive behavior while also ensuring that the client's needs are met. By asking another employee to assist the client, you can ensure that their needs are taken care of while also addressing the issue with Mrs. W. By escorting Mrs. W to a room away from the public area, you can have a private conversation with her to address her behavior and find a resolution. This approach allows for the client to be assisted and the disruptive behavior to be addressed in a professional manner.

The associate should determine what the couple wants by asking questions because they have some ideas but don't know much about China Cabinets. By asking questions, the associate can gather information about the couple's preferences, budget, and specific requirements, which will help them suggest suitable options and provide tailored recommendations. This approach ensures that the couple's needs are understood and met, leading to a more satisfying purchasing experience.

The associate should answer the telephone and arrange to call the telephone customer back when done helping the in-store customer. This is the best option because it acknowledges the telephone customer and ensures that their needs will be addressed, while also prioritizing the current in-store customer. By offering to call the telephone customer back, it shows that their business is important and will be attended to as soon as possible.

The best way for the sales associate to learn about the products in the new department is to talk to the houseware's supervisor and ask for help regarding the product line. This option would provide direct guidance and support from someone who is knowledgeable about the products in the housewares department. Asking for help from the supervisor would ensure that the associate receives accurate information and can quickly familiarize themselves with the new product line.

The best way for the new receptionist to find out what clothes are appropriate is to ask the manager for clothing guidance. The manager is in a position of authority and can provide specific information about the dress code and expectations for the workplace. Asking the manager directly ensures that the receptionist receives accurate and relevant information, tailored to the specific workplace environment.

The best first response by the associate is to ask the customer to calm down and then express genuine interest in solving the problem. This approach acknowledges the customer's emotions and shows empathy, while also demonstrating a willingness to help and find a solution. It is important to address the customer's concerns and make them feel heard before moving forward with any further actions or solutions.

The given answer suggests that the person feels glad about working with inexperienced employees because they enjoy mentoring others. This indicates that the person sees this as an opportunity to guide and support their colleagues, which can contribute to their personal growth and development.

After the woman leaves the pharmacy, it would be appropriate to call the customer in a few days and ask her if her son is feeling better. This shows that you genuinely care about her son's well-being and are willing to follow up on his condition. Additionally, asking if she needs a refill on his prescription or any other medication demonstrates your willingness to provide further assistance and ensure that she has everything she needs for her son's recovery.

The stock clerk should respond by asking the manager on duty to talk with the customer about stocking the new item. This shows a willingness to accommodate the customer's request and allows the manager to make a decision based on the feasibility and popularity of the item.

The most appropriate way to help the customer who cannot hear and communicates through sign language would be to give her the watch and a pen and paper to write down any questions. This allows the customer to inspect the watch visually and communicate her needs or concerns effectively through writing. It ensures effective communication and understanding between the sales associate and the customer.

The associate should smile at the child and ask the mother for preferences and budget. This is the most appropriate response because it acknowledges the child's enthusiasm while also recognizing that the decision ultimately lies with the mother. By asking for preferences and budget, the associate can provide suitable options that meet their needs and financial capabilities.

The correct answer is "We can hold your items while you get your ID, or you may pay by credit card." This response provides the couple with alternative options to complete their purchase while still adhering to store policy. It suggests that they can either retrieve their ID and proceed with the check payment or choose to pay by credit card instead.

To make a smooth transition to the new busy city work site with a different customer base and product line, the associate should meet with the new store manager and ask for guidance. This will allow the associate to gain valuable insights about the new site, understand the expectations, and learn about any specific strategies or techniques that may be required to succeed in the new environment. By seeking guidance from the store manager, the associate can proactively adapt their approach and ensure a seamless transition.

The best response in this situation is to offer the customer the choice of a comparable umbrella since it is needed today. This response acknowledges the customer's need for the umbrella and provides a solution by offering a comparable alternative. It shows good customer service by addressing the customer's concern and finding a way to meet their needs.

In this situation, the most immediate and appropriate action for the employee to take is to ask the parent if the child is okay. This shows concern for the well-being of the child and allows the parent to provide any necessary information or request further assistance if needed. Calling paramedics or filling out an incident report can be done after ensuring the immediate safety and well-being of the child. Notifying the hotel manager may also be necessary, but it is not the first priority in this situation.

The correct answer is "I keep myself from finishing his/her sentences." This option shows patience and respect for the person who takes a long time to get to the point. It demonstrates good listening skills and allows the person to express themselves fully without interruption.

The best question for the associate to ask the customer is "What features are important to you?" This question allows the associate to understand the customer's preferences and needs, which will help them in suggesting the most suitable televisions. By knowing the features that the customer values, the associate can narrow down the options and provide a more personalized and satisfactory shopping experience.

The receptionist should ask the customer to reschedule the appointment and return sober because the customer's behavior is disrupting the other customers in the waiting area. Allowing the customer to go to the treatment room may not be safe or appropriate, and calling the police or a supervisor may escalate the situation unnecessarily. By asking the customer to reschedule, the receptionist is prioritizing the comfort and well-being of all customers and maintaining a professional and respectful environment.

The associate should escort the customer to the manager's office to discuss pricing policy. This is the appropriate action because the customer has expressed that the bag costs less at a competitor's store. By bringing the customer to the manager's office, they can address the pricing concern and potentially offer a price match or explanation for the price difference. This shows that the associate is proactive in addressing customer concerns and finding a solution.

The associate should first test the customer's computer to determine whether there is a problem. This will help in identifying the specific issue and whether it is a result of a malfunction or user error. By testing the computer, the associate can provide an accurate assessment and then proceed with appropriate solutions such as troubleshooting, repairs, or replacements. Offering a refund or store credit, giving a detailed explanation, or suggesting a different computer model should only be considered after confirming the existence of a problem through testing.