Home Depot Assessment Home Depot Customer Service 3

Question 1

A Pro customer (contractor) comes in frequently and needs a large special order. How should you handle this?

Accepted Answer

Work closely with them to place the order correctly, confirm delivery details, and follow up

Answer

Process the order and tell them to check their email for updates

Answer

Refer them to the Pro Desk and walk away

Answer

Handle it the same as any regular customer order

Question 2

A customer wants help loading heavy items into their vehicle. What should you do?

Accepted Answer

Offer to assist or arrange for assistance through the loading area service

Answer

Tell them it is not your job and to ask at the service desk

Answer

Help them only if no other customers are waiting

Answer

Suggest they rent a delivery service instead

Question 3

A customer is returning a plant that died one week after purchase. How should you handle the situation?

Accepted Answer

Follow the live goods return policy and process the return or exchange if eligible

Answer

Deny the return since plants are living things and may die for various reasons

Answer

Accept the return without checking the policy

Answer

Ask the customer how they watered the plant before deciding

Question 4

A customer gives you a compliment about your service. What is the MOST appropriate response?

Accepted Answer

Thank them sincerely and let them know you are always happy to help

Answer

Tell them you were just doing your job

Answer

Ask them to fill out an online survey

Answer

Pass the credit to your entire team

Question 5

A customer needs assistance in a department outside your area. What is the BEST action?

Accepted Answer

Walk them to the correct department and connect them with the right associate

Answer

Point them in the general direction

Answer

Tell them to use the store intercom

Answer

Call the department on the radio and let them know

Question 6

How should an associate handle a situation where a customer is clearly wrong about a product's features?

Accepted Answer

Politely correct them with accurate information and show them the product specs

Answer

Agree with the customer to avoid conflict

Answer

Say nothing and let them purchase the wrong product

Answer

Tell them to read the packaging themselves