Rise Up (Customer Service Class)
What should a sales associate say to a customer who has returned a
product that he or she purchased last month?—ANSWER--"Your account
has been credited. Is there anything else I can do for you?"
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
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
, 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
What should a sales associate say to a customer who has returned a
product that he or she purchased last month?—ANSWER--"Your account
has been credited. Is there anything else I can do for you?"
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
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
, 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
