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

Referencing the price match policy follows procedure while helping the customer.

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

Escalating to the right expert ensures the customer gets accurate help.

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

Patiently confirming understanding keeps a distracted caller on track.

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

Using alternate identifiers helps locate the order without the number.

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

Acknowledging past issues and committing to help rebuilds trust.

Home Depot Assessment Practice Test