Rise Up - Customer Service Practice
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
D. Acknowledge the customer quickly—ANSWER--C
Susan is working with a customer named Cassandra in the perfume
department. Which is the wrong thing to say about a perfume she has just
dabbed on her wrist and smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our
number 1 seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that
perfume will fit your personality."
,C. After Cassandra smells the perfume, Sally says, "I can see you like a
fragrance with notes of gardenia in it."
D. Susan says, "That fragrance smells very nice on you."—ANSWER--B
Customer complaints should be welcomed because they provide an
opportunity to:
A. Do something different for a change
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential "problem customers" are—ANSWER--C
A customer calls and has some technical questions about a product with
which you are not completely familiar. You should:
A. Transfer his call to someone who is knowledgeable in that area.
B. Pretend that you know what you're talking about and give your own
answers.
C. Tell him to call back another time.
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
,D. Ask him why he is being so inquisitive.—ANSWER--A
A customer comes into your store and you greet them. Now that you've
make a connection, what is your next challenge?
A. Ask how much money he/she plans to spend.
B. Determine exactly what the customer needs.
C. Ask if he/she has shopped in the store before.
D. Find out how much time he/she has to shop.—ANSWER--B
When something goes wrong or a product does not perform as expected,
provide the customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product's failure
D. Give them a new one of the same product—ANSWER--B
, A customer approaches the service desk with a toy doll. She says that she
bought the doll for her niece's birthday a month ago and that the doll no
longer speaks. Which of these should the associate say FIRST?
A. Are you sure that you bought this doll at this store? Do you have your
receipt?
B. We've had a lot of complaints about this doll. You might want to contact
the manufacturer.
C. We've never had any complaints about this doll before. What do you
think your niece did to it?
D. With this kind of toy, it's always best to check the batteries first. Let me
check them for you.—ANSWER--D
An irate caller reaches you and starts berating your company's service on a
particular product that has been controversial. You should:
A. Completely avoid talking about the specific product and change the
topic.
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
D. Acknowledge the customer quickly—ANSWER--C
Susan is working with a customer named Cassandra in the perfume
department. Which is the wrong thing to say about a perfume she has just
dabbed on her wrist and smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our
number 1 seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that
perfume will fit your personality."
,C. After Cassandra smells the perfume, Sally says, "I can see you like a
fragrance with notes of gardenia in it."
D. Susan says, "That fragrance smells very nice on you."—ANSWER--B
Customer complaints should be welcomed because they provide an
opportunity to:
A. Do something different for a change
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential "problem customers" are—ANSWER--C
A customer calls and has some technical questions about a product with
which you are not completely familiar. You should:
A. Transfer his call to someone who is knowledgeable in that area.
B. Pretend that you know what you're talking about and give your own
answers.
C. Tell him to call back another time.
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
,D. Ask him why he is being so inquisitive.—ANSWER--A
A customer comes into your store and you greet them. Now that you've
make a connection, what is your next challenge?
A. Ask how much money he/she plans to spend.
B. Determine exactly what the customer needs.
C. Ask if he/she has shopped in the store before.
D. Find out how much time he/she has to shop.—ANSWER--B
When something goes wrong or a product does not perform as expected,
provide the customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product's failure
D. Give them a new one of the same product—ANSWER--B
, A customer approaches the service desk with a toy doll. She says that she
bought the doll for her niece's birthday a month ago and that the doll no
longer speaks. Which of these should the associate say FIRST?
A. Are you sure that you bought this doll at this store? Do you have your
receipt?
B. We've had a lot of complaints about this doll. You might want to contact
the manufacturer.
C. We've never had any complaints about this doll before. What do you
think your niece did to it?
D. With this kind of toy, it's always best to check the batteries first. Let me
check them for you.—ANSWER--D
An irate caller reaches you and starts berating your company's service on a
particular product that has been controversial. You should:
A. Completely avoid talking about the specific product and change the
topic.
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
