Rise up Customer Service 2025/2026
Exam Questions Marking Scheme New
Update | A+ Rated
Active listening - 🧠 ANSWER ✔✔A structured form of listening and responding
that focuses the attention on the speaker. The listener must take care to attend to
the speaker fully and understand any messages suggested behind the words.
Body language cues - 🧠 ANSWER ✔✔Conscious or unconscious gestures and
movements that express intentions. These are a key form of nonverbal
communication.
Brand promise - 🧠 ANSWER ✔✔An extension of the company brand that reflects
the benefit of doing business with them (such as providing great customer service)
Company brand - 🧠 ANSWER ✔✔The overall impression gathered from
information that is seen, heard and experienced by customers who encounter a
business, its products and its services.
Company culture - 🧠 ANSWER ✔✔The unique way that an organization's
employees interact with each other and with customers. The culture defines the
COPYRIGHT©NINJANERD 2025/2026. YEAR PUBLISHED 2025. COMPANY REGISTRATION NUMBER: 619652435. TERMS OF USE. PRIVACY
STATEMENT. ALL RIGHTS RESERVED
1
, personality of a company and typically includes a variety of elements such as work
environment, company mission, values, ethics, expectations and goals.
Company website - 🧠 ANSWER ✔✔The website that represents a retailer on the
Internet; places where customers can browse and purchase products/services that
are offered.
Comparison Shopper - 🧠 ANSWER ✔✔A shopper who spends a lot of time
checking out products and prices through online sites, visiting different stores,
comparing retailer ads and/or getting the opinions of others.
Customer service - 🧠 ANSWER ✔✔The help, information, and recommendations
that company representatives give to people who explore or buy its products and/
or services.
Customers - 🧠 ANSWER ✔✔People who buy goods and services - also known as
consumers
Demographic data - 🧠 ANSWER ✔✔Quantifiable information used to help
retailers determine customer behavior (such as household size, gender, age,
income, education, occupation, place of residence, etc.)
Distribution channel - 🧠 ANSWER ✔✔A path through which a product travels
from its creation to when it reaches the customer.
COPYRIGHT©NINJANERD 2025/2026. YEAR PUBLISHED 2025. COMPANY REGISTRATION NUMBER: 619652435. TERMS OF USE. PRIVACY
STATEMENT. ALL RIGHTS RESERVED
2
Exam Questions Marking Scheme New
Update | A+ Rated
Active listening - 🧠 ANSWER ✔✔A structured form of listening and responding
that focuses the attention on the speaker. The listener must take care to attend to
the speaker fully and understand any messages suggested behind the words.
Body language cues - 🧠 ANSWER ✔✔Conscious or unconscious gestures and
movements that express intentions. These are a key form of nonverbal
communication.
Brand promise - 🧠 ANSWER ✔✔An extension of the company brand that reflects
the benefit of doing business with them (such as providing great customer service)
Company brand - 🧠 ANSWER ✔✔The overall impression gathered from
information that is seen, heard and experienced by customers who encounter a
business, its products and its services.
Company culture - 🧠 ANSWER ✔✔The unique way that an organization's
employees interact with each other and with customers. The culture defines the
COPYRIGHT©NINJANERD 2025/2026. YEAR PUBLISHED 2025. COMPANY REGISTRATION NUMBER: 619652435. TERMS OF USE. PRIVACY
STATEMENT. ALL RIGHTS RESERVED
1
, personality of a company and typically includes a variety of elements such as work
environment, company mission, values, ethics, expectations and goals.
Company website - 🧠 ANSWER ✔✔The website that represents a retailer on the
Internet; places where customers can browse and purchase products/services that
are offered.
Comparison Shopper - 🧠 ANSWER ✔✔A shopper who spends a lot of time
checking out products and prices through online sites, visiting different stores,
comparing retailer ads and/or getting the opinions of others.
Customer service - 🧠 ANSWER ✔✔The help, information, and recommendations
that company representatives give to people who explore or buy its products and/
or services.
Customers - 🧠 ANSWER ✔✔People who buy goods and services - also known as
consumers
Demographic data - 🧠 ANSWER ✔✔Quantifiable information used to help
retailers determine customer behavior (such as household size, gender, age,
income, education, occupation, place of residence, etc.)
Distribution channel - 🧠 ANSWER ✔✔A path through which a product travels
from its creation to when it reaches the customer.
COPYRIGHT©NINJANERD 2025/2026. YEAR PUBLISHED 2025. COMPANY REGISTRATION NUMBER: 619652435. TERMS OF USE. PRIVACY
STATEMENT. ALL RIGHTS RESERVED
2
