Rise Up - Customer Service - Questions with Correct
Answers (Verified Update)
75 questions with answers
Topic: Rise Up - Customer Service
1. What should a sales associate say to a customer who has returned a product that
he or she purchased last month?
Answer: "Your account has been credited. Is there anything else I can do for you?"
2. 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?
Answer: Ask the manager for clothing guidelines
3. 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:
Answer: Try to find another sales associate to help one of the customers.
4. 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?
Answer: Give them a hands-on demonstration
5. 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?
Answer: Speak to the shampoo person before he uses the conditioner on the customer.
6. 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?
Answer: Suggest a gift card in the amount the customer was planning to spend.
7. 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?
Answer: I understand your concern. Please hold while I get someone to assist you right
away.
8. 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?
Answer: The expensive suite at the regular room price
9. Which is the BEST technique for identifying a customer's needs?
Answer: Start a conversation and listen to the customer.
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, 10. 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
11. 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
12. 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
13. 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.
14. 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.
15. What are the PRIMARY types of retail training for sales associate so far ll
Answer: Product knowledge and company procedures
16. 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.
17. 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.
18. 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.
19. 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
20. 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.
Page 2
Answers (Verified Update)
75 questions with answers
Topic: Rise Up - Customer Service
1. What should a sales associate say to a customer who has returned a product that
he or she purchased last month?
Answer: "Your account has been credited. Is there anything else I can do for you?"
2. 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?
Answer: Ask the manager for clothing guidelines
3. 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:
Answer: Try to find another sales associate to help one of the customers.
4. 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?
Answer: Give them a hands-on demonstration
5. 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?
Answer: Speak to the shampoo person before he uses the conditioner on the customer.
6. 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?
Answer: Suggest a gift card in the amount the customer was planning to spend.
7. 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?
Answer: I understand your concern. Please hold while I get someone to assist you right
away.
8. 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?
Answer: The expensive suite at the regular room price
9. Which is the BEST technique for identifying a customer's needs?
Answer: Start a conversation and listen to the customer.
Page 1
, 10. 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
11. 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
12. 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
13. 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.
14. 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.
15. What are the PRIMARY types of retail training for sales associate so far ll
Answer: Product knowledge and company procedures
16. 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.
17. 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.
18. 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.
19. 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
20. 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.
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