RISE UP CUSTOMER SERVICE AND SALES
MOCK TEST WITH ANSWER RATIONALES 2026
◉ 2) A customer has purchased monogrammed table linens, which
are a special order and ship directly from the manufacturer. What
information should the sales associate provide the customer to
enable the customer to check on the status of the delivery?
Answer: The order number, a copy of completed paperwork, and a
contact phone number for delivery updates
◉ 3) A sales associate observes a customer looking at a display of
cell phones, comparing prices between brands. What is the BEST
thing the associate can say to try to determine the customer's price
range?
Answer: "How will you be using your new phone? The phone's on
this shelf are great values for basic calling and texts. These
smartphones are more expensive but offer Internet access, email,
and other features for business."
◉ 4) A customer has tried on a business suit and really likes the
style and color; however, the pants are too long. Which of the
following responses is the BEST way for the sales associate to
encourage the customer to use the store's alterations services?
Answer: "That suit sure looks nice on you! Are you aware that we
offer free hemming on all of our
, slacks? It only takes a couple of days."
◉ 5) An associate is reassigned from a small suburban work site to a
casting city work site. The new site has a different customer base
and product line. How can the associate BEST prepare to make a
smooth transition?
Answer: Meet with the new store manager and ask for guidance.
◉ 6) During the annual after-Thanksgiving sale, an employee notices
that a customer in a wheelchair cannot get through the aisle. The
customer is clearly upset. The aisles are crowded and full of tables
and racks. What should the employee do FIRST?
Answer: Offer help to the customer
◉ 7) What type of purchase is BEST described as a customer's
unplanned decision to buy an item just prior to the transaction?
Answer: Impulse
◉ 8) As a sales associate, what is the MOST important reason to
understand the competition and be aware of their promotions?
Answer: To be prepared to answer customer's questions
◉ 9) Pauline has reserved a non-smoking room, and she is upset
because her room has a strong tobacco odor. She tells the front desk
MOCK TEST WITH ANSWER RATIONALES 2026
◉ 2) A customer has purchased monogrammed table linens, which
are a special order and ship directly from the manufacturer. What
information should the sales associate provide the customer to
enable the customer to check on the status of the delivery?
Answer: The order number, a copy of completed paperwork, and a
contact phone number for delivery updates
◉ 3) A sales associate observes a customer looking at a display of
cell phones, comparing prices between brands. What is the BEST
thing the associate can say to try to determine the customer's price
range?
Answer: "How will you be using your new phone? The phone's on
this shelf are great values for basic calling and texts. These
smartphones are more expensive but offer Internet access, email,
and other features for business."
◉ 4) A customer has tried on a business suit and really likes the
style and color; however, the pants are too long. Which of the
following responses is the BEST way for the sales associate to
encourage the customer to use the store's alterations services?
Answer: "That suit sure looks nice on you! Are you aware that we
offer free hemming on all of our
, slacks? It only takes a couple of days."
◉ 5) An associate is reassigned from a small suburban work site to a
casting city work site. The new site has a different customer base
and product line. How can the associate BEST prepare to make a
smooth transition?
Answer: Meet with the new store manager and ask for guidance.
◉ 6) During the annual after-Thanksgiving sale, an employee notices
that a customer in a wheelchair cannot get through the aisle. The
customer is clearly upset. The aisles are crowded and full of tables
and racks. What should the employee do FIRST?
Answer: Offer help to the customer
◉ 7) What type of purchase is BEST described as a customer's
unplanned decision to buy an item just prior to the transaction?
Answer: Impulse
◉ 8) As a sales associate, what is the MOST important reason to
understand the competition and be aware of their promotions?
Answer: To be prepared to answer customer's questions
◉ 9) Pauline has reserved a non-smoking room, and she is upset
because her room has a strong tobacco odor. She tells the front desk
