RISE UP CUSTOMER SERVICE CLASS
QUESTIONS WITH COMPLETE
SOLUTION
j What should a sales associate say to a customer who has returned a product that he or she purchased
last month? - "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? - 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: - 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? - 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? -
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? - 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? - 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? - The
expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs? - 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? - 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? - "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? - 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 - 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 department? - Talk to the Housewares supervisor and ask for help regarding product lines.
What are the PRIMARY types of retail training for sales associate so far ll - Product knowledge and
company procedures
A store adopts the following return policy:
"Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any electronics
purchased between November 22 and December 24 may be returned until January 12 or as regular
policy allows, whichever is later. All electronics purchased on or after December 26 will be subject to our
existing return policy. All other terms and conditions of our return policy apply."
A customer comes into the store on January 15 and wants to return a printer that was purchased during
a store sale on December 15. Under the stated policy, should a sales associate accept the item - No,
because it is not within the stated time period for return.
Why is it important for sales associates to test or sample the products they will be selling? - Customers
are likely to ask questions about the products.
Customers who spend more than $100 at a toy store will receive 10% off the total purchase. The cashier
rings up the items totaling $95 for a customer. The cashier should - Suggest an additional item that costs
$5 or more.
When is it appropriate for sales associates to call the manager for assistance with a customer? - When
there is a problem resolving the customer's complaint
Two passengers are arguing that they have the same seat on an airplane flight. What should the flight
attendant do FIRST? - Listen to the passengers explain the problem and ask to see their tickets.
Which is the BEST way to determine a customer's expectations of a product? - Listen carefully to the
customer and respond with focusing questions.
QUESTIONS WITH COMPLETE
SOLUTION
j What should a sales associate say to a customer who has returned a product that he or she purchased
last month? - "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? - 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: - 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? - 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? -
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? - 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? - 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? - The
expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs? - 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? - 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? - "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? - 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 - 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 department? - Talk to the Housewares supervisor and ask for help regarding product lines.
What are the PRIMARY types of retail training for sales associate so far ll - Product knowledge and
company procedures
A store adopts the following return policy:
"Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any electronics
purchased between November 22 and December 24 may be returned until January 12 or as regular
policy allows, whichever is later. All electronics purchased on or after December 26 will be subject to our
existing return policy. All other terms and conditions of our return policy apply."
A customer comes into the store on January 15 and wants to return a printer that was purchased during
a store sale on December 15. Under the stated policy, should a sales associate accept the item - No,
because it is not within the stated time period for return.
Why is it important for sales associates to test or sample the products they will be selling? - Customers
are likely to ask questions about the products.
Customers who spend more than $100 at a toy store will receive 10% off the total purchase. The cashier
rings up the items totaling $95 for a customer. The cashier should - Suggest an additional item that costs
$5 or more.
When is it appropriate for sales associates to call the manager for assistance with a customer? - When
there is a problem resolving the customer's complaint
Two passengers are arguing that they have the same seat on an airplane flight. What should the flight
attendant do FIRST? - Listen to the passengers explain the problem and ask to see their tickets.
Which is the BEST way to determine a customer's expectations of a product? - Listen carefully to the
customer and respond with focusing questions.
