Customer Service & Sales Practice Test

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A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?

Offer the customer a refund or store credit. Tell the customer that there have been problems with this computer model and that there may be a better one available. Test the customer's computer and determine whether there is a problem with the feature. Give the customer a detailed explanation of how to use the feature.

Correct Answer:

Test the customer's computer and determine whether there is a problem with the feature.

Explanation:

The essential step is to verify the issue by testing the feature on the customer’s actual device. By reproducing the problem, you determine whether there is a true defect, or if the issue is due to settings, user error, or a temporary glitch. This hands-on check provides concrete evidence: what feature, under which conditions, what the customer did, and what happened. With that verified information, you can then decide the appropriate remedy—repair, replacement, upgrade, or refund—and communicate it confidently. Skipping the test and jumping straight to a refund, blaming the model, or lecturing on usage can lead to unnecessary refunds or misdiagnoses and erode trust. So the first action is to test the computer to confirm whether the feature is really not working.

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