RISE UP CUSTOMER SERVICE TEST ACTUAL EXAM
QUESTIONS AND CORRECT DETAILED ANSWERS
WITH RATIONALES (VERIFIED ANSWERS) | ALREADY
GRADED A+
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 - (ANSWER)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." - (ANSWER)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 - (ANSWER)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. - (ANSWER)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. - (ANSWER)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 - (ANSWER)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. - (ANSWER)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. - (ANSWER)B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don't want them to come
back again
D. Send them to the service counter to wait for a customer service rep -
(ANSWER)B
You are with a customer and completing a sale. The phone rings and you're
supposed to answer phone calls within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if you can call him/her
back.
QUESTIONS AND CORRECT DETAILED ANSWERS
WITH RATIONALES (VERIFIED ANSWERS) | ALREADY
GRADED A+
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 - (ANSWER)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." - (ANSWER)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 - (ANSWER)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. - (ANSWER)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. - (ANSWER)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 - (ANSWER)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. - (ANSWER)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. - (ANSWER)B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don't want them to come
back again
D. Send them to the service counter to wait for a customer service rep -
(ANSWER)B
You are with a customer and completing a sale. The phone rings and you're
supposed to answer phone calls within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if you can call him/her
back.
