Customer Service Retail Quiz

This quiz tests your ability to assess situations and decide on the best option or solution available for dealing with the problem presented. The options presented are not the best ones, but often force you to choose from among a set of worst alternatives.

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Diane Foster bought a product from your company one day ago but is upset and frustrated because she said the product is defective and does not work. How will you deal with her issue?

Identify the best option.

Tell the customer you are not knowledgeable about the problem being experienced and are not in a position to help.
Refer the customer to the manufacturer to resolve the problem.
Make an appointment for the customer to return to meet with one of the company’s technicians to examine the problem.
Argue that the product is not covered by warranty and therefore the company has no responsibility for what happens after the sale.

Timothy bought one of your company’s products but has problems using some of its features. He has visited your store to ask for help, but the place is unusually busy with many customers. What will you do?

Identify the best option.

Tell him he needs to read the product’s manual.
Refer him to your supervisor.
Empathize with him and refer him to the technical department located several miles away.
Explain to the customer that he has visited at an unusually busy time and must wait until someone can be assigned to assist him.

You work in the Billing Department of your company and a customer has called you to complain that the invoice she received is incorrect because some of the prices listed were not the amounts quoted on the quotation provided previously. She is threatening to return her purchases unless the matter is resolved quickly. Her customer history shows that she is a longstanding and significant customer. What will you do?

Identify the best option.

Examine the invoice and tell her everything was done in accordance with the company’s policy.
Ask her to send a copy of the invoice and you will investigate and get back to her.
Explain that quoted prices are not a guarantee of final prices and that things may have changed in the interim period between receiving the quotation to when the order was finally placed.
Refer her to Sales Department to have the matter resolved.

Your company has run a very successful advertising campaign in the local media and on social media. The campaign offered customers large discounts on merchandise for one day, Monday. It is now approximately 11:00 am on Monday and your office has received a deluge of visits from potential customers seeking to take advantage of your company’s offer. However, based on information you have received from the Inventory Department, you don’t have sufficient stock to supply all customers. What will you do?

Identify the best option.

Have security count the number of customers in the line and ask those persons beyond the given stock balance to leave the premises.
Have a quick strategy meeting to decide how to deal with the situation.
Make an announcement as early as possible that the company cannot meet the demand and some customers will not be able to make purchases.
Limit the amount sold to each customer in order to sell to as many customers as possible.

A customer came to your office this morning with his invoice and a product he purchased three days ago and requested a refund. He claims the quality of the product is not what he expected. According to company policy, products must be returned with the original packaging intact. However, when the item was examined at the counter, it was discovered that the package was damaged even though it was returned within the refund period. How will you handle this situation?

Identify the best option.

Inform the customer that you would not be able to accept the returned item based on the company's policy.
Refer the matter to your supervisor
Listen to the customer and obtain details of his complaint and then tell him about the company’s policy on returned items.
Accept the returned item and apologize to the customer on the behalf of the company..

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