Home Depot Assessment Home Depot Customer Service 2

Question 1

A customer wants to return an item but does not have their receipt. What is the BEST action?

Accepted Answer

Look up the transaction using their credit card or phone number per store return policy

Answer

Deny the return since there is no receipt

Answer

Accept the return for any amount they claim

Answer

Ask them to come back with the receipt

Question 2

A customer asks for a product you are unfamiliar with. What should you do?

Accepted Answer

Admit you are not sure, then use available resources or ask a knowledgeable colleague to help

Answer

Make your best guess to avoid looking uninformed

Answer

Tell the customer to search online

Answer

Redirect them to another department without assistance

Question 3

When a customer is waiting in a long checkout line, what can an associate do to improve their experience?

Accepted Answer

Acknowledge the wait, thank them for their patience, and process the transaction efficiently

Answer

Ignore the line length and work at a normal pace

Answer

Tell the customer to use self-checkout

Answer

Call for backup without speaking to the customer

Question 4

A customer is purchasing items for a large renovation project. What is the BEST opportunity to serve them well?

Accepted Answer

Ask about their full project scope and suggest all the related products and services they may need

Answer

Only ring up what they brought to the counter

Answer

Recommend the store credit card and move on

Answer

Hand them a project guide brochure

Question 5

A customer is unhappy with a service you provided and asks to speak to a manager. What should you do?

Accepted Answer

Remain professional, let them know you will get a manager, and do not become defensive

Answer

Try to resolve it yourself and avoid escalating

Answer

Apologize repeatedly until they change their mind

Answer

Tell the manager the customer is difficult before the customer speaks to them

Question 6

Which behavior BEST demonstrates Home Depot's value of taking care of our people and customers?

Accepted Answer

Proactively checking on customers in your department to see if they need help

Answer

Waiting at a fixed location for customers to approach you

Answer

Prioritizing stocking shelves over customer interaction

Answer

Completing paperwork tasks before responding to customers