RISE UP - CUSTOMER SERVICE
PRACTICE QUESTIONS WITH VERIFIED
ANSWERS
f 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 - 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." - 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 - 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.
D. Ask him why he is being so inquisitive. - 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. - 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 - 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. - 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.
B. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back
to resolve any issues.
C. Take the offensive when a caller brings up the controversial subject and try to convince the caller that
they are mistaken.
, D. Tell the caller that the company is aware of the problem and is taking steps to fix it.
E. Just listen - you can't please everyone. - B
When customers return merchandise, you should:
A. fMake fsure fthey fhave fa fgood freason ffor fdoing fso
B. fTreat fthem fwith fthe fsame frespect fyou fwould fif fthey fwere fmaking fa fpurchase
C. fNot fworry fabout fhow fyou ftreat fthem, fbecause fyou fdon't fwant fthem fto fcome fback fagain
D. fSend fthem fto fthe fservice fcounter fto fwait ffor fa fcustomer fservice frep f- fB
You fare fwith fa fcustomer fand fcompleting fa fsale. fThe fphone frings fand fyou're fsupposed fto fanswer
fphone fcalls fwithin f3 frings. fWhat fdo fyou fdo?
A. fExcuse fyourself, fanswer fthe fphone, fand fask fthe fcaller fif fyou fcan fcall fhim/her fback.
B. fAnswer fthe fphone fand fcontinue fto fhelp fthe fcustomer fat fthe fstore fat fthe fsame ftime.
C. fPut fthe fcaller fon fhold, fexcuse fyourself, fand fgo ffind fanother fsales fassociate fto fhandle fthe fcall.
D. fExcuse fyourself, fanswer fthe fphone, fand fassist fthe fcaller fif fthey fneed fa fquick fanswer, fand fget fback
fto fyour fcustomer. f- fD
Product ffeatures fare fdescribed fas fall fof fthe ffollowing fexcept:
A. fBeing fphysical f(color, fsize, fetc.)
B. fAppealing fto fthe fsense
C. fRelating fto fthe fquality fof fthe fmerchandise fand fhow fthe fcustomer fwill fenjoy fit
D. fAnswering fthe fquestion, f"How?" f- fC
Turn fyour fphone finteraction finto fa floyal fcustomer fby:
A. fLetting fthe fcustomer fknow fabout fsales fevents
B. fMentioning fservices fhe fmay fnot fbe faware fof
C. fOffering fto fship fitems fdirectly fto fthe fcustomer
D. fAll fof fthe fabove f- fD
PRACTICE QUESTIONS WITH VERIFIED
ANSWERS
f 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 - 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." - 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 - 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.
D. Ask him why he is being so inquisitive. - 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. - 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 - 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. - 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.
B. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back
to resolve any issues.
C. Take the offensive when a caller brings up the controversial subject and try to convince the caller that
they are mistaken.
, D. Tell the caller that the company is aware of the problem and is taking steps to fix it.
E. Just listen - you can't please everyone. - B
When customers return merchandise, you should:
A. fMake fsure fthey fhave fa fgood freason ffor fdoing fso
B. fTreat fthem fwith fthe fsame frespect fyou fwould fif fthey fwere fmaking fa fpurchase
C. fNot fworry fabout fhow fyou ftreat fthem, fbecause fyou fdon't fwant fthem fto fcome fback fagain
D. fSend fthem fto fthe fservice fcounter fto fwait ffor fa fcustomer fservice frep f- fB
You fare fwith fa fcustomer fand fcompleting fa fsale. fThe fphone frings fand fyou're fsupposed fto fanswer
fphone fcalls fwithin f3 frings. fWhat fdo fyou fdo?
A. fExcuse fyourself, fanswer fthe fphone, fand fask fthe fcaller fif fyou fcan fcall fhim/her fback.
B. fAnswer fthe fphone fand fcontinue fto fhelp fthe fcustomer fat fthe fstore fat fthe fsame ftime.
C. fPut fthe fcaller fon fhold, fexcuse fyourself, fand fgo ffind fanother fsales fassociate fto fhandle fthe fcall.
D. fExcuse fyourself, fanswer fthe fphone, fand fassist fthe fcaller fif fthey fneed fa fquick fanswer, fand fget fback
fto fyour fcustomer. f- fD
Product ffeatures fare fdescribed fas fall fof fthe ffollowing fexcept:
A. fBeing fphysical f(color, fsize, fetc.)
B. fAppealing fto fthe fsense
C. fRelating fto fthe fquality fof fthe fmerchandise fand fhow fthe fcustomer fwill fenjoy fit
D. fAnswering fthe fquestion, f"How?" f- fC
Turn fyour fphone finteraction finto fa floyal fcustomer fby:
A. fLetting fthe fcustomer fknow fabout fsales fevents
B. fMentioning fservices fhe fmay fnot fbe faware fof
C. fOffering fto fship fitems fdirectly fto fthe fcustomer
D. fAll fof fthe fabove f- fD
