Question 6/15 When a customer tries to check out using his credit card, the charge is declined and he gets upset. The cashier sees that the card expired the month before. What should she say? "Sorry, but this card is expired. You can use cash instead. If you don't have any, there's an ATM not far from here." "I'm sorry, your card was declined-it's expired. You'll have to use a different card or form of payment instead." "It looks like this card expired recently. Do you have the replacement with you? Otherwise, we can try a different card if you'd like." "Did you know this card is expired? You might want to use a different form of payment instead." Question 7 / 15 A server is very busy because the restaurant is understaffed. A customer asks about the menu and says that he has allergies. What should the server do? Suggest a few options and give the customer more time to review the menu Reassure the customer that the restaurant takes allergies seriously and to remind her when he places his order Suggest possible menu options and assure the customer she will let the chefs know about his allergies Ask the customer to continue reviewing the menu until she can give his order her full attention Ask a manager to assist with this customer's dietary needs N Question 8/15 A customer complains that paying her bills online is complicated, and she doesn't like the monthly service fee for using online payments. Customers who enroll in autopay aren't charged a service fee. What should the agent say? "I understand your frustration. You should just enroll in autopay if you don't want to pay the fee every month, and you wouldn't have to deal with our annoying website." "That sounds frustrating. Have you considered autopay? You'd avoid having to set up payments and the service fee. I can help you enroll if you're interested." "I understand our website is tricky to use. Most of our customers just enroll in autopay to avoid the service fee and complicated set- up." "Why haven't you enrolled in autopay yet? There's no service fee if you do, and you'd avoid dealing with the complicated website every month. I can help you if you need it." "I'm surprised you haven't enrolled in autopay-you'd avoid having to pay the service fee every month. It's pretty easy to sign up." Question 9/15 A customer calls because her internet isn't working. CUSTOMER: Someone needs to come fix my internet immediately! I need it to be able to work from home! REPRESENTATIVE: Please calm down, ma'am. An immediate fix isn't really possible. There's an outage in your area, so you'll just have to wait until it comes back on. What, if anything, should the representative have said instead? Reassured her that her service would be back up and running soon Apologized and offered to check the timeframe for the anticipated fix Encouraged her to access the internet elsewhere until hers was fixed Apologized and explained that outages are very common occurrences Nothing; the representative's response was appropriate Question 11/15 A panicked customer calls a towing company because her vehicle stalled and she's on the shoulder of a busy highway. The customer service representative begins asking her a standard set of questions so that he can dispatch a tow truck to her. The customer gets flustered because she's unsure of where she is. What should the representative do? Reassure the customer and offer to determine her location a different way Ask if she can safely get to a store close by to ask about her location Explain that he'll need her to calm down so that he can better assist her Rectangular Snip Reassure her and explain he'll need her location before he can dispatch the tow truck