RISE UP (CUSTOMER SERVICE
CLASS) EXAM QUESTIONS &
ELABORATED COMPLETE
SOLUTIONS ALL PASSED
What should a sales associate say to a customer who has returned a product that he or
she purchased last month? - CORRECT ANSWER "Your account has been credited. Is
there anything else I can do for you?"
The manager tells a new receptionist to come to work tomorrow dressed more
appropriately. What is the BEST way for this employee to find out what clothes are
appropriate to wear to work? - CORRECT ANSWER Ask the manager for clothing
guidelines
An associate begins to help a customer he believes is next to be served. A second
customer interrupts by saying that she should be next. The sales associate's BEST
response is: - CORRECT ANSWER Try to find another sales associate to help one of
the customers.
An associate in an electronics store is helping a customer with a grandchild buy an
answering machine. The customer would like a demonstration of a particular machine.
What should the associate do? - CORRECT ANSWER Give them a hands-on
demonstration
An experienced stylist sees a new shampoo person about to use a certain conditioner
on a customer. The stylist knows the customer is allergic to that conditioner. Which of
the following should the stylist do? - CORRECT ANSWER Speak to the shampoo
person before he uses the conditioner on the customer.
A customer comes into your store needing to buy a gift for a friend's wedding. According
to the gift registry, all the items that were within the customer's price range have already
been purchased. What is the BEST suggestion you can give this customer? -
CORRECT ANSWER Suggest a gift card in the amount the customer was planning to
spend.
A customer calls the store about a purchase she made, which was advertised for less at
a direct competitor's location. The customer asks for a price adjustment on the item, and
the sales associate is not sure how to respond. Which of the following is the BEST
response for the sales associate to give the customer? - CORRECT ANSWER I
understand your concern. Please hold while I get someone to assist you right away.
, Pauline has reserved a non-smoking room, and she is upset because her room has a
strong tobacco odor. She tells the front desk that she wants another room. It is 11:00
pm. and the only rooms available are other smoking rooms and an expensive non-
smoking suite. What should the clerk offer Pauline? - CORRECT ANSWER The
expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs? - CORRECT
ANSWER Start a conversation and listen to the customer.
A customer service representative in a bridal shop helped a customer choose her
wedding dress. The customer had alterations made to her dress. Two weeks later, she
called to complain that the dress is still too long. What should the representative do
FIRST? - CORRECT ANSWER Show empathy and ask that she come in to meet with
Alterations
A sales associate notices that a customer is constantly checking the product price tags
and store signage for sale information while shopping for a new sweater. What is the
BEST way for the sales associate to approach this customer? - CORRECT ANSWER "I
just want to let you know that all sweaters are 25% off today
As you walk up the aisle, you notice a fellow associate struggling to assist a customer.
What is the BEST course of action? - CORRECT ANSWER stop, greet your teammate
and ask if you can be of service
George explains that he can no longer see his computer monitor because he has
developed poor eyesight. He would like to buy a new monitor. What should the sales
associate - CORRECT ANSWER Demonstrate the features of monitors that may be
suitable.
A sales associate was trained in a select line for Young Juniors. The associate is
reassigned to Housewares due to personnel shortages. What is the BEST way for the
associate to learn about the products in the new department? - CORRECT ANSWER
Talk to the Housewares supervisor and ask for help regarding product lines.
What are the PRIMARY types of retail training for sales associate so far ll - CORRECT
ANSWER Product knowledge and company procedures
A store adopts the following return policy:
"Holiday Return Policy: All electronics regularly have a 14-day return policy; however,
any electronics purchased between November 22 and December 24 may be returned
until January 12 or as regular policy allows, whichever is later. All electronics purchased
on or after December 26 will be subject to our existing return policy. All other terms and
conditions of our return policy apply."
CLASS) EXAM QUESTIONS &
ELABORATED COMPLETE
SOLUTIONS ALL PASSED
What should a sales associate say to a customer who has returned a product that he or
she purchased last month? - CORRECT ANSWER "Your account has been credited. Is
there anything else I can do for you?"
The manager tells a new receptionist to come to work tomorrow dressed more
appropriately. What is the BEST way for this employee to find out what clothes are
appropriate to wear to work? - CORRECT ANSWER Ask the manager for clothing
guidelines
An associate begins to help a customer he believes is next to be served. A second
customer interrupts by saying that she should be next. The sales associate's BEST
response is: - CORRECT ANSWER Try to find another sales associate to help one of
the customers.
An associate in an electronics store is helping a customer with a grandchild buy an
answering machine. The customer would like a demonstration of a particular machine.
What should the associate do? - CORRECT ANSWER Give them a hands-on
demonstration
An experienced stylist sees a new shampoo person about to use a certain conditioner
on a customer. The stylist knows the customer is allergic to that conditioner. Which of
the following should the stylist do? - CORRECT ANSWER Speak to the shampoo
person before he uses the conditioner on the customer.
A customer comes into your store needing to buy a gift for a friend's wedding. According
to the gift registry, all the items that were within the customer's price range have already
been purchased. What is the BEST suggestion you can give this customer? -
CORRECT ANSWER Suggest a gift card in the amount the customer was planning to
spend.
A customer calls the store about a purchase she made, which was advertised for less at
a direct competitor's location. The customer asks for a price adjustment on the item, and
the sales associate is not sure how to respond. Which of the following is the BEST
response for the sales associate to give the customer? - CORRECT ANSWER I
understand your concern. Please hold while I get someone to assist you right away.
, Pauline has reserved a non-smoking room, and she is upset because her room has a
strong tobacco odor. She tells the front desk that she wants another room. It is 11:00
pm. and the only rooms available are other smoking rooms and an expensive non-
smoking suite. What should the clerk offer Pauline? - CORRECT ANSWER The
expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs? - CORRECT
ANSWER Start a conversation and listen to the customer.
A customer service representative in a bridal shop helped a customer choose her
wedding dress. The customer had alterations made to her dress. Two weeks later, she
called to complain that the dress is still too long. What should the representative do
FIRST? - CORRECT ANSWER Show empathy and ask that she come in to meet with
Alterations
A sales associate notices that a customer is constantly checking the product price tags
and store signage for sale information while shopping for a new sweater. What is the
BEST way for the sales associate to approach this customer? - CORRECT ANSWER "I
just want to let you know that all sweaters are 25% off today
As you walk up the aisle, you notice a fellow associate struggling to assist a customer.
What is the BEST course of action? - CORRECT ANSWER stop, greet your teammate
and ask if you can be of service
George explains that he can no longer see his computer monitor because he has
developed poor eyesight. He would like to buy a new monitor. What should the sales
associate - CORRECT ANSWER Demonstrate the features of monitors that may be
suitable.
A sales associate was trained in a select line for Young Juniors. The associate is
reassigned to Housewares due to personnel shortages. What is the BEST way for the
associate to learn about the products in the new department? - CORRECT ANSWER
Talk to the Housewares supervisor and ask for help regarding product lines.
What are the PRIMARY types of retail training for sales associate so far ll - CORRECT
ANSWER Product knowledge and company procedures
A store adopts the following return policy:
"Holiday Return Policy: All electronics regularly have a 14-day return policy; however,
any electronics purchased between November 22 and December 24 may be returned
until January 12 or as regular policy allows, whichever is later. All electronics purchased
on or after December 26 will be subject to our existing return policy. All other terms and
conditions of our return policy apply."
