RISE UP CUSTOMER SERVICE FINAL EXAM
SCRIPT 2026 FULL QUESTIONS AND CORRECT
ANSWERS GRADED A+
◉ 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
◉ 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.
◉ 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
◉ 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.
,◉ 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.
◉ 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.
◉ 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
◉ Which is the BEST technique for identifying a customer's needs?
Answer: Start a conversation and listen to the customer.
, ◉ 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
◉ 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
◉ 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
◉ 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.
◉ 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
SCRIPT 2026 FULL QUESTIONS AND CORRECT
ANSWERS GRADED A+
◉ 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
◉ 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.
◉ 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
◉ 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.
,◉ 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.
◉ 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.
◉ 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
◉ Which is the BEST technique for identifying a customer's needs?
Answer: Start a conversation and listen to the customer.
, ◉ 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
◉ 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
◉ 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
◉ 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.
◉ 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
