RISE UP CUSTOMER SERVICE AND SALES
STUDY GUIDE TESTED QUESTIONS AND
ACCURATE ANSWERS
●● Which of the following are appropriate reasons for following up with
a customer?
• You are curious whether a gift your customer purchased was well
received
• You finally located an item the customer asked for a while back
• You want to know why a customer did not make it in for a special sale
• You haven't seen the customer in a long time and are wondering if she
is shopping somewhere else now
Answer: You finally located an item the customer asked for a while back
●● Customer follow-up is always a good idea, no matter what the
situation
True or False
Answer: False
●● How would you handle a situation where a customer wants a brand
that you don't carry?
,• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his
needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand;
show him your items anyway
• Tell him you don't carry that brand then excuse yourself to serve
someone else
Answer: Get permission from him to show the items you do have that
meet his needs
●● When the customer presents you with a problem, you should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation
Answer: How she would like the situation solved
●● Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it
,Answer: Make some comment to indicate you have read it
●● If you don't have a warranty manual available or are unsure about a
warranty answer, a resource to consider is co-workers or your
supervisor.
True or false
Answer: True
●● You should keep your client records up-to-date and notify customers
of merchandise you know is of interest to them.
True or False
Answer: True
●● When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
• Ignore the customer's bad taste and choose the items that you think she
should wear
• Select only items that fit her interest
Answer: Select only items that fit her interest
●● To keep the lines of communication open, the best question to ask:
, • Are the ones that are able to direct the customer to a decision
• Are the ones that can be quickly answered with a "yes" or a "no"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why
Answer: Begin with who, what, where, when, how, or why
●● You should record basic information that allows you to stay in touch
with customers and specific information that reminds you of their
purchases and preferences.
True or False
Answer: True
●● It is important to build a relationship with your customer. In the first
few seconds after you notice the customer's arrival, you should:
• Find your sales book and get it ready for your next sale
• Make sure your clothes are neat and you look professional
• Tidy up the product display before showing it to the customer
• Greet the customer and make him feel welcome
Answer: Greet the customer and make him feel welcome
●● Most customers respond favorably to the hard sell technique because
it shows them your belief in the product. True or False
STUDY GUIDE TESTED QUESTIONS AND
ACCURATE ANSWERS
●● Which of the following are appropriate reasons for following up with
a customer?
• You are curious whether a gift your customer purchased was well
received
• You finally located an item the customer asked for a while back
• You want to know why a customer did not make it in for a special sale
• You haven't seen the customer in a long time and are wondering if she
is shopping somewhere else now
Answer: You finally located an item the customer asked for a while back
●● Customer follow-up is always a good idea, no matter what the
situation
True or False
Answer: False
●● How would you handle a situation where a customer wants a brand
that you don't carry?
,• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his
needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand;
show him your items anyway
• Tell him you don't carry that brand then excuse yourself to serve
someone else
Answer: Get permission from him to show the items you do have that
meet his needs
●● When the customer presents you with a problem, you should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation
Answer: How she would like the situation solved
●● Showing respect for a customer's business card means you should:
• Put it in your purse or wallet for safe keeping
• Make some comment to indicate you have read it
• Never write on it
,Answer: Make some comment to indicate you have read it
●● If you don't have a warranty manual available or are unsure about a
warranty answer, a resource to consider is co-workers or your
supervisor.
True or false
Answer: True
●● You should keep your client records up-to-date and notify customers
of merchandise you know is of interest to them.
True or False
Answer: True
●● When acting as a personal shopper, you should:
• Choose a wide selection of items from which the customer can choose
• Ignore the customer's bad taste and choose the items that you think she
should wear
• Select only items that fit her interest
Answer: Select only items that fit her interest
●● To keep the lines of communication open, the best question to ask:
, • Are the ones that are able to direct the customer to a decision
• Are the ones that can be quickly answered with a "yes" or a "no"
• Are structured to save the customer's time
• Begin with who, what, where, when, how, or why
Answer: Begin with who, what, where, when, how, or why
●● You should record basic information that allows you to stay in touch
with customers and specific information that reminds you of their
purchases and preferences.
True or False
Answer: True
●● It is important to build a relationship with your customer. In the first
few seconds after you notice the customer's arrival, you should:
• Find your sales book and get it ready for your next sale
• Make sure your clothes are neat and you look professional
• Tidy up the product display before showing it to the customer
• Greet the customer and make him feel welcome
Answer: Greet the customer and make him feel welcome
●● Most customers respond favorably to the hard sell technique because
it shows them your belief in the product. True or False
