Ms French's Customer Service for Retail quiz assesses the ability to handle typical retail scenarios professionally. It covers responses to customer complaints, preparation for inspections, teamwork among associates, and customer service ethics, enhancing skills crucial for retail employees.
Ask another associate to talk with the customer on hold
Acknowledge the in-store customers, call for assistance, and then get back to the customer on hold
Immediately get back to the customer on hold
Get back to the phone after serving the in-store customers
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Return the computer to the case and begin to help another customer
Explain the benefits of buying from the store rather than the Internet
Ask the manager to try to convince the customer to buy in the store
Thank the customer politely for coming into the store
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Point out that this particular video game player has had many complaints
Allow the customer to exchange the video game player today since the item is under warranty
Ask what the customer’s child was doing to make the player stop working
Put the customer at ease by saying “I know how it is when a child is sick”.
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Step in and say, “here, let me help”, then ring the sale
Approach them and ask “Can I help answer any questions”?
Watch without interrupting and advise the new hire after the customer leaves
Alert the manager that the new hire needs help
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Wait until no one is around and copy the returns quickly
Ask a coworker what everyone else does, and then do the same
Consult store policy or the manager about using the copier
Copy the returns any time during the shift when there are no customers
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Ring up the candy himself before the break begins
Use another employee’s discount card to buy the candy
Ask someone else to ring up the candy after the break begins
Pay for the candy after the break is over
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Politely refuse the help and try to answer the customer's questions anyway
Ignore the other associate, who probably only wants the commission on the sale
Let the other associate help the customer and look for another customer to help
Accept the offer of help and listen to the answers to the customer's questions
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Refer the customer to a supervisor
Apologize and offer to locate and then deliver the stereo
Tell the customer you are sorry, the call was a mistake
Sell the customer a new stereo at a reduced price
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Ask the customer to fill out a card questioning the change
Use information in the memo to answer the customer’s questions
Explain that it is not clear why the company made the changes
Check with the supervisor about the best way to handle the customer’s questions
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$100.00
$139.00
$144.00
$150.00
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Apologize for being out of stock and suggest checking with a local competitor
Take the customer’s name and number, and call when the item is back in stock
Ask the customer to come in on Friday to see if the item came in
Ask the customer to call on Friday to see if the item has come in
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Every workspace is warm or cool enough
Employees keep their hair covered
Food waste is in a can with a lid
The items in the display window are fresh
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Continue straightening the stock because that is the assignment the manager gave before leaving for lunch
Apologize to customers in line and tell them that the wait is unusual and the manager will be back soon
Open another register, since the associate knows how to operate it even without having done it alone
Stop straightening stock and help the cashier by bagging, finding items, and getting the selections ready to be rung up
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Look at the label to determine if the pants are designed to fade
Contact the manufacturer to find out what went wrong
Exchange the pants and go over the washing instructions with the customer
Question the customer about how the pants were washed
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"Are you sure that you bought the truck at this store? Do you have your receipt, please?"
"With this kind of toy, it's always best to check the batteries first. Let me check them for you."
" We've never had any complaints about this truck before. What do you think your son did to it?"
"We've had a lot of complaints about that truck. You might want to contact the manufacturer."
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Tell the manager that the usual delivery person has been on vacation and they were shorthanded
Apologize and tell the manager the delivery person is not responsible for scheduling
Apologize and offer to work out a regular delivery schedule with a manager
Tell the manager “OK”, fill the machine and go to the next delivery
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Tell the customer that the manager will be in touch very soon
Offer a coupon or gift card towards her next purchase
Suggest that the customer return to the store and try another product
Ask what features she needs and offer a product that will meet her needs
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Person living in the same part of the state has items that are no longer available
Nearby company has items that are no longer being made
Nearby company has a list of products made on the same date
Person has called and asked for items that the store doesn't have in stock
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Show empathy and ask that she come into meet with someone in alterations
Ask her if she tried on the dress before she picked it up
Remind her about the store’s alteration and return policies
Apologize and let her know the cost of additional alterations
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Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream, and offer to hold his selections
Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store
Excuse herself from the first customer briefly and let the second customer know that he will have to pay for anything his child might damage
Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive
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Watch the case to make sure customers don’t open it
Remind the new employee to lock the case
Lock the case immediately
Alert the manager about the problem
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Approach the child and ask open-ended questions
Direct customers and employees away from the area
Calmly clean the spill according to the directions on one of the bottles still on the shelf
Let the parent know about the damage and tactfully ask for payment according to the policy
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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
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Suggest that the customer order the item from another store or through the store catalog
Offer to search for the item in another store and follow up with the customer
Apologize and suggest a similar item and offer to send it to the customer without a shipping fee
Apologize and end the call as quickly as possible
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Thought the dues paid were too high
Wanted a club that provided more than discounts
Wished to use a different club card for auto repairs
Expected the club to provide a greater variety of discounts
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Quiz Review Timeline (Updated): Mar 21, 2023 +
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Primebeef Co. Customer Service
Serving only quality products and excellent courtesy.
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