Rise Up - Customer Service UPDATED ACTUAL Questions and
CORRECT Answers
1. Which of the following is not a component of good C
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
2. Susan is working with a customer named Cassandra in B
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."
3. Customer complaints should be welcomed because C
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
,4. A customer calls and has some technical questions A
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.
5. A customer comes into your store and you greet them. B
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.
6. When something goes wrong or a product does not B
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
7. A customer approaches the service desk with a toy doll. D
She says that she bought the doll for her niece's birth-
day 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 be-
fore. 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.
8. An irate caller reaches you and starts berating your B
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 con-
troversial 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.
9. When customers return merchandise, you should: B
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 cus-
tomer service rep
10. You are with a customer and completing a sale. The D
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.
B. Answer the phone and continue to help the cus-
tomer at the store at the same time.
C. Put the caller on hold, excuse yourself, and go find
another sales associate to handle the call.
D. Excuse yourself, answer the phone, and assist the
caller if they need a quick answer, and get back to your
customer.
11. Product features are described as all of the following C
except:
A. Being physical (color, size, etc.)
B. Appealing to the sense
C. Relating to the quality of the merchandise and how
the customer will enjoy it
D. Answering the question, "How?"
12. Turn your phone interaction into a loyal customer by: D
A. Letting the customer know about sales events
B. Mentioning services he may not be aware of
C. Offering to ship items directly to the customer
D. All of the above
CORRECT Answers
1. Which of the following is not a component of good C
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
2. Susan is working with a customer named Cassandra in B
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."
3. Customer complaints should be welcomed because C
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
,4. A customer calls and has some technical questions A
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.
5. A customer comes into your store and you greet them. B
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.
6. When something goes wrong or a product does not B
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
7. A customer approaches the service desk with a toy doll. D
She says that she bought the doll for her niece's birth-
day 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 be-
fore. 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.
8. An irate caller reaches you and starts berating your B
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 con-
troversial 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.
9. When customers return merchandise, you should: B
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 cus-
tomer service rep
10. You are with a customer and completing a sale. The D
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.
B. Answer the phone and continue to help the cus-
tomer at the store at the same time.
C. Put the caller on hold, excuse yourself, and go find
another sales associate to handle the call.
D. Excuse yourself, answer the phone, and assist the
caller if they need a quick answer, and get back to your
customer.
11. Product features are described as all of the following C
except:
A. Being physical (color, size, etc.)
B. Appealing to the sense
C. Relating to the quality of the merchandise and how
the customer will enjoy it
D. Answering the question, "How?"
12. Turn your phone interaction into a loyal customer by: D
A. Letting the customer know about sales events
B. Mentioning services he may not be aware of
C. Offering to ship items directly to the customer
D. All of the above
