RISE UP CUSTOMER SERVICE AND SALES
ACTUAL QUESTIONS AND VERIFIED
CORRECT ANSWERS
●● Body language
Answer: Facial expressions, posture, and gestures that communicate
how someone feels without using words.
●● Nonverbal communication
Answer: All the ways people communicate without speaking, such as
body language, eye contact, and personal space.
●● Verbal communication
Answer: Using spoken words and tone of voice to share information or
feelings.
●● Communication style
Answer: A person's typical way of sharing and receiving information,
including how direct, detailed, or emotional they are.
●● Analytical communication style
Answer: A style that focuses on facts, data, and logic and often includes
many questions before deciding.
,●● Functional communication style
Answer: A style that likes clear processes, detailed steps, and organized
plans when communicating.
●● Intuitive communication style
Answer: A style that prefers big-picture ideas and may lose interest if
there are too many details or steps.
●● Open-ended questions
Answer: Questions that cannot be answered with just "yes" or "no" and
encourage customers to explain their needs.
●● Closed-ended questions
Answer: Questions that usually get a short or yes/no answer and help
confirm details or finish a sale.
●● Probing questions
Answer: Follow-up questions used to dig deeper into a customer's needs,
interests, or concerns.
●● Clarifying questions
Answer: Questions used to check understanding or clear up confusion
about what a customer has said.
, ●● Paraphrasing
Answer: Restating a customer's message in your own words to confirm
you understood correctly.
●● Empathy
Answer: The ability to understand and care about how another person
feels, and to respond in a supportive way.
●● Rapport
Answer: A positive, comfortable connection with a customer that builds
trust and makes conversations easier.
●● Social cues
Answer: Signals from people's behavior, tone, and body language that
show how they are feeling or what they expect.
●● Tone of voice
Answer: How something is said (loud, soft, friendly, annoyed) which
can change how the words are received.
●● Breakaway statements
Answer: Polite phrases that help a sales associate move from one
customer to another without seeming rude.
ACTUAL QUESTIONS AND VERIFIED
CORRECT ANSWERS
●● Body language
Answer: Facial expressions, posture, and gestures that communicate
how someone feels without using words.
●● Nonverbal communication
Answer: All the ways people communicate without speaking, such as
body language, eye contact, and personal space.
●● Verbal communication
Answer: Using spoken words and tone of voice to share information or
feelings.
●● Communication style
Answer: A person's typical way of sharing and receiving information,
including how direct, detailed, or emotional they are.
●● Analytical communication style
Answer: A style that focuses on facts, data, and logic and often includes
many questions before deciding.
,●● Functional communication style
Answer: A style that likes clear processes, detailed steps, and organized
plans when communicating.
●● Intuitive communication style
Answer: A style that prefers big-picture ideas and may lose interest if
there are too many details or steps.
●● Open-ended questions
Answer: Questions that cannot be answered with just "yes" or "no" and
encourage customers to explain their needs.
●● Closed-ended questions
Answer: Questions that usually get a short or yes/no answer and help
confirm details or finish a sale.
●● Probing questions
Answer: Follow-up questions used to dig deeper into a customer's needs,
interests, or concerns.
●● Clarifying questions
Answer: Questions used to check understanding or clear up confusion
about what a customer has said.
, ●● Paraphrasing
Answer: Restating a customer's message in your own words to confirm
you understood correctly.
●● Empathy
Answer: The ability to understand and care about how another person
feels, and to respond in a supportive way.
●● Rapport
Answer: A positive, comfortable connection with a customer that builds
trust and makes conversations easier.
●● Social cues
Answer: Signals from people's behavior, tone, and body language that
show how they are feeling or what they expect.
●● Tone of voice
Answer: How something is said (loud, soft, friendly, annoyed) which
can change how the words are received.
●● Breakaway statements
Answer: Polite phrases that help a sales associate move from one
customer to another without seeming rude.
