RISE UP CUSTOMER SERVICE AND SALES
CORE CLIENT ENGAGEMENT AND SALES
TECHNIQUES REVIEW 2026
◉ 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?
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?
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?
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
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?
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
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."
, A customer comes into the store on January 15 and wants to return
a printer that was purchased during a store sale on December 15.
Under the stated policy, should a sales associate accept the item
Answer: No, because it is not within the stated time period for
return.
◉ Why is it important for sales associates to test or sample the
products they will be selling?
Answer: Customers are likely to ask questions about the products.
◉ Customers who spend more than $100 at a toy store will receive
10% off the total purchase. The cashier rings up the items totaling
$95 for a customer. The cashier should
Answer: Suggest an additional item that costs $5 or more.
◉ When is it appropriate for sales associates to call the manager for
assistance with a customer?
Answer: When there is a problem resolving the customer's
complaint
◉ Two passengers are arguing that they have the same seat on an
airplane flight. What should the flight attendant do FIRST?
Answer: Listen to the passengers explain the problem and ask to see
their tickets.
CORE CLIENT ENGAGEMENT AND SALES
TECHNIQUES REVIEW 2026
◉ 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?
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?
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?
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
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?
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
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."
, A customer comes into the store on January 15 and wants to return
a printer that was purchased during a store sale on December 15.
Under the stated policy, should a sales associate accept the item
Answer: No, because it is not within the stated time period for
return.
◉ Why is it important for sales associates to test or sample the
products they will be selling?
Answer: Customers are likely to ask questions about the products.
◉ Customers who spend more than $100 at a toy store will receive
10% off the total purchase. The cashier rings up the items totaling
$95 for a customer. The cashier should
Answer: Suggest an additional item that costs $5 or more.
◉ When is it appropriate for sales associates to call the manager for
assistance with a customer?
Answer: When there is a problem resolving the customer's
complaint
◉ Two passengers are arguing that they have the same seat on an
airplane flight. What should the flight attendant do FIRST?
Answer: Listen to the passengers explain the problem and ask to see
their tickets.
