Rise Up Customer Service
A family walks in the store, how do you make sure to properly greet them?
a. Only greet the adult who looks like they are the ones shopping
b. Greet the entire group together and ask how you can help.
c. Only make eye contact with anyone who makes eye contact with you
d. Since the group is so big, don't say anything and keep talking to your friend. -
CORRECT ANSWER-b. Greet the entire group together and ask how you can help.
A store runs a 30% winter clearance on all jackets that allows for a full refund with
receipt of purchase between December 5th and January 12th. A customer walks into
the store on January 13th and would like to return the jacket for a full refund. What do
you do in this situation?
a. Fully refund the jacket as she returned it within the allowable time.
b. Don't fully refund the jacket as you are following the store refund policy
c. Tell the customer to pay better attention to the dates next time, so that she could get
a refund
d. Tell the customer you can't give the refund, but show them the new winter jackets you
just got in the store. - CORRECT ANSWER-b. Don't fully refund the jacket as you are
following the store refund policy
A customer buys a shirt that has a 25% off sale sign in front of the rack. When she goes
to check out the item, it rings up as full price. The retail associate realizes that the sale
sign is expired and not the active sale. What should the associate do in this situation?
a. Apologize to the customer, but let them know that the sale is expired and there is
nothing you can do.
b. Leave your register and go take down the sale sign as it is expired.
c. Apologize for the inconvenience and still give the 25% off discount
d. Apologize and tell the customer that the other sales associate must have forgotten to
take down the signs at the end of last week. - CORRECT ANSWER-c. Apologize for the
inconvenience and still give the 25% off discount
A shampooer in a hair salon is about to shampoo a client's hair. The stylist sees this
and knows the customer is allergic to this shampoos. What should the hair stylist do?
a. Take over the shampooing and do it herself
b. Ask the shampooer if anyone has told her that the customer is allergic to that type of
shampoo.
c. Say nothing and hope the customer doesn't notice - CORRECT ANSWER-b. Ask the
shampooer if anyone has told her that the customer is allergic to that type of shampoo.
, A customer walks into a home improvement store and has many things that they are
looking for. How can you best help the customer and best understand their needs?
a. Pretend to listen and guess what the customer needs
b. Only grab a couple of items that customer asked for
c. Ask your manager to help you assist this customer
d. Listen to the customer and make a list to ensure you have heard everything they
need and help them locate all the items. - CORRECT ANSWER-d. Listen to the
customer and make a list to ensure you have heard everything they need and help them
locate all the items.
A woman walks into a store and would like to buy a hat for her grandchildren. She
doesn't know what kind of hat to get, how can you best help her?
a. Ask the customer open ended questions to determine her needs.
b. Ask her what her budget will be
c. Show her where the clearance rack is at and leave her to shop
d. Tell her about your nieces and the hats they like to wear and tell the customer what
hat you think she should buy. - CORRECT ANSWER-a. Ask the customer open ended
questions to determine her needs.
You are working the register at a busy book store and have many people in line. The
phone rings and you answer it, the customer on the phone wants to know if you have a
book in stock and if you would go find out immediately so she can purchase it. What
should you do in this situation?
a. Don't answer the phone and continue helping the customers in line
b. Answer the phone politely and write down all of the customers information and let her
know you will call her back as soon as you are able to with the information she needs
c. Put her on hold and go find the books she is looking for, if you have it help her
purchase it or put it on hold for her.
d. Ask the customer on the phone to call back when you are not busy. - CORRECT
ANSWER-b. Answer the phone politely and write down all of the customers information
and let her know you will call her back as soon as you are able to with the information
she needs
A customer is complaining about a product that broke on them and is very angry. What
is the best way to resolve this and to save the sale and relationship with the customer?
a. Hurry and refund the customer so they go away.
b. Apologize for the inconvenience, listen to their concerns and offer solutions that the
customer can agree to.
c. Ask a manager to come and help with the situation.
d. Ask the customer what they did to break the product and hopefully it is covered under
a warranty. - CORRECT ANSWER-b. Apologize for the inconvenience, listen to their
concerns and offer solutions that the customer can agree to.
A customer walks into your store and is interested in new window shades and sees that
your competitor is running a similar promotion. How do you win over the customer and
make a sale?
A family walks in the store, how do you make sure to properly greet them?
a. Only greet the adult who looks like they are the ones shopping
b. Greet the entire group together and ask how you can help.
c. Only make eye contact with anyone who makes eye contact with you
d. Since the group is so big, don't say anything and keep talking to your friend. -
CORRECT ANSWER-b. Greet the entire group together and ask how you can help.
A store runs a 30% winter clearance on all jackets that allows for a full refund with
receipt of purchase between December 5th and January 12th. A customer walks into
the store on January 13th and would like to return the jacket for a full refund. What do
you do in this situation?
a. Fully refund the jacket as she returned it within the allowable time.
b. Don't fully refund the jacket as you are following the store refund policy
c. Tell the customer to pay better attention to the dates next time, so that she could get
a refund
d. Tell the customer you can't give the refund, but show them the new winter jackets you
just got in the store. - CORRECT ANSWER-b. Don't fully refund the jacket as you are
following the store refund policy
A customer buys a shirt that has a 25% off sale sign in front of the rack. When she goes
to check out the item, it rings up as full price. The retail associate realizes that the sale
sign is expired and not the active sale. What should the associate do in this situation?
a. Apologize to the customer, but let them know that the sale is expired and there is
nothing you can do.
b. Leave your register and go take down the sale sign as it is expired.
c. Apologize for the inconvenience and still give the 25% off discount
d. Apologize and tell the customer that the other sales associate must have forgotten to
take down the signs at the end of last week. - CORRECT ANSWER-c. Apologize for the
inconvenience and still give the 25% off discount
A shampooer in a hair salon is about to shampoo a client's hair. The stylist sees this
and knows the customer is allergic to this shampoos. What should the hair stylist do?
a. Take over the shampooing and do it herself
b. Ask the shampooer if anyone has told her that the customer is allergic to that type of
shampoo.
c. Say nothing and hope the customer doesn't notice - CORRECT ANSWER-b. Ask the
shampooer if anyone has told her that the customer is allergic to that type of shampoo.
, A customer walks into a home improvement store and has many things that they are
looking for. How can you best help the customer and best understand their needs?
a. Pretend to listen and guess what the customer needs
b. Only grab a couple of items that customer asked for
c. Ask your manager to help you assist this customer
d. Listen to the customer and make a list to ensure you have heard everything they
need and help them locate all the items. - CORRECT ANSWER-d. Listen to the
customer and make a list to ensure you have heard everything they need and help them
locate all the items.
A woman walks into a store and would like to buy a hat for her grandchildren. She
doesn't know what kind of hat to get, how can you best help her?
a. Ask the customer open ended questions to determine her needs.
b. Ask her what her budget will be
c. Show her where the clearance rack is at and leave her to shop
d. Tell her about your nieces and the hats they like to wear and tell the customer what
hat you think she should buy. - CORRECT ANSWER-a. Ask the customer open ended
questions to determine her needs.
You are working the register at a busy book store and have many people in line. The
phone rings and you answer it, the customer on the phone wants to know if you have a
book in stock and if you would go find out immediately so she can purchase it. What
should you do in this situation?
a. Don't answer the phone and continue helping the customers in line
b. Answer the phone politely and write down all of the customers information and let her
know you will call her back as soon as you are able to with the information she needs
c. Put her on hold and go find the books she is looking for, if you have it help her
purchase it or put it on hold for her.
d. Ask the customer on the phone to call back when you are not busy. - CORRECT
ANSWER-b. Answer the phone politely and write down all of the customers information
and let her know you will call her back as soon as you are able to with the information
she needs
A customer is complaining about a product that broke on them and is very angry. What
is the best way to resolve this and to save the sale and relationship with the customer?
a. Hurry and refund the customer so they go away.
b. Apologize for the inconvenience, listen to their concerns and offer solutions that the
customer can agree to.
c. Ask a manager to come and help with the situation.
d. Ask the customer what they did to break the product and hopefully it is covered under
a warranty. - CORRECT ANSWER-b. Apologize for the inconvenience, listen to their
concerns and offer solutions that the customer can agree to.
A customer walks into your store and is interested in new window shades and sees that
your competitor is running a similar promotion. How do you win over the customer and
make a sale?
