Home Depot Assessment Home Depot Call Encounters 3

Question 1

A customer says a competitor sells the same item cheaper. What is the appropriate response?

Accepted Answer

Explain any price match policy and check if the item qualifies

Answer

Tell them to shop at the competitor instead

Answer

Refuse to discuss competitor pricing

Answer

Immediately lower the price without checking policy

Question 2

A caller's question requires specialized knowledge you don't have. What is the best action?

Accepted Answer

Transfer or escalate to the right specialist after explaining why

Answer

Make up an answer to sound knowledgeable

Answer

Tell the customer no one can help them

Answer

End the call and hope they call back

Question 3

A customer is multitasking and keeps losing track of the conversation. How do you keep the call productive?

Accepted Answer

Patiently restate key points and confirm understanding

Answer

Speak faster to finish before they get distracted

Answer

Tell them to call back when they can focus

Answer

Skip details to save time

Question 4

A caller wants to verify their order status but can't find their order number. What should you do?

Accepted Answer

Offer to look it up using their name, email, or phone on file

Answer

Tell them you can't help without the order number

Answer

Ask them to search their email and call back

Answer

Guess at the order from memory

Question 5

A customer mentions they had a bad experience on a previous call. What is the best response?

Accepted Answer

Acknowledge their experience, apologize, and focus on making this call right

Answer

Ignore it and continue with the current request

Answer

Blame the previous representative

Answer

Tell them complaints should go to corporate

Question 6

A caller asks for installation services along with their purchase. What is the right approach?

Accepted Answer

Explain available installation services and how to schedule them

Answer

Tell them installation isn't available

Answer

Suggest they hire their own contractor

Answer

Process the purchase and ignore the install request

Question 7

A customer becomes silent and unresponsive mid-call. What should you do?

Accepted Answer

Politely check if they are still there before ending

Answer

Immediately disconnect the call

Answer

Keep talking as if nothing happened

Answer

Mark the call as abandoned right away