Rise Up - Customer Service Practice
Questions
What are the BEST kinds of questions to ask a customer to encourage conversation?
A. Direct and to-the-point.
B. None. Let the customer ask you questions.
C. Open-ended.
D. Yes/no. - CORRECT ANSWER-C
An associate has just begun a job at an office supply store. The associate has not seen
any other employee use the copy machines for personal material, but knows that there
are some benefits that haven't been explained yet. The associate decides to bring in tax
returns to photocopy. Which of these is the associate's best course of action?
A. Wait until no one is around and copy the returns quickly.
B. Ask a coworker what everyone else does, and then do the same.
C. Consult store policy or the manager about using the copier.
D. Copy the returns any time during the shift when there are no customers. - CORRECT
ANSWER-C
A store manager asks a new associate to straighten stock on the display shelves.
During a lunch hour rush, only one register is open, and the line of customers is
growing. Some customers put down their selections and leave the store without buying.
The associate has been trained on the register, but hasn't handled it alone. The
manager is at lunch and cannot be consulted. Which of these is the associate's best
course of action?
A. Continue straightening the stock because that is the assignment the manager gave
before leaving for lunch.
B. Apologize to customers in line and tell them that the wait is unusual and the manager
will be back soon.
C. Open another register, since the associate knows how to operate it even without
having done it alone.
D. Stop straightening stock and help the cashier by bagging, finding items, and getting
the selections ready to be rung up. - CORRECT ANSWER-D
A customer walks into your office and asks for the deadline to file a permit application.
You do not know the answer. It would be best for you to do which of the following?
A. Tell the person what you think the answer might be.
B. Refer the person to your supervisor.
,C. Say that you are not allowed to give out that information to the public.
D. Inform the person that you don't know but you will do your best to find out. -
CORRECT ANSWER-D
A customer tries two popular fragrances, which both have similar scents and price
points, but is unsure which fragrance to purchase. What should the sales associate do
to help the customer decide?
A. Ask closed-ended questions to control the conversation and close the sale.
B. Ask closed-ended questions to encourage the customer to talk.
C. Ask open-ended questions to acquire additional information.
D. Ask open-ended questions to obtain yes or no responses that help narrow down the
selection. - CORRECT ANSWER-C
A customer comes into your store and you greet them. Now that you've make a
connection, what is your next challenge?
A. Ask how much money he/she plans to spend.
B. Determine exactly what the customer needs.
C. Ask if he/she has shopped in the store before.
D. Find out how much time he/she has to shop. - CORRECT ANSWER-B
When something goes wrong or a product does not perform as expected, provide the
customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product's failure
D. Give them a new one of the same product - CORRECT ANSWER-B
A customer approaches the service desk with a toy doll. She says that she bought the
doll for her niece's birthday a month ago and that the doll no longer speaks. Which of
these should the associate say FIRST?
A. Are you sure that you bought this doll at this store? Do you have your receipt?
B. We've had a lot of complaints about this doll. You might want to contact the
manufacturer.
C. We've never had any complaints about this doll before. What do you think your niece
did to it?
D. With this kind of toy, it's always best to check the batteries first. Let me check them
for you. - CORRECT ANSWER-D
, An irate caller reaches you and starts berating your company's service on a particular
product that has been controversial. You should:
A. Completely avoid talking about the specific product and change the topic.
B. Listen carefully to the caller, take their number, and promise to get the appropriate
person to call back to resolve any issues.
C. Take the offensive when a caller brings up the controversial subject and try to
convince the caller that they are mistaken.
D. Tell the caller that the company is aware of the problem and is taking steps to fix it.
E. Just listen - you can't please everyone. - CORRECT ANSWER-B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don't want them to come back
again
D. Send them to the service counter to wait for a customer service rep - CORRECT
ANSWER-B
You are with a customer and completing a sale. The phone rings and you're supposed
to answer phone calls within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if you can call him/her back.
B. Answer the phone and continue to help the customer at the store at the same time.
C. Put the caller on hold, excuse yourself, and go find another sales associate to handle
the call.
D. Excuse yourself, answer the phone, and assist the caller if they need a quick answer,
and get back to your customer. - CORRECT ANSWER-D
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
D. Acknowledge the customer quickly - CORRECT ANSWER-C
Susan is working with a customer named Cassandra in the perfume department. Which
is the wrong thing to say about a perfume she has just dabbed on her wrist and
smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our number 1
seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit
your personality."
Questions
What are the BEST kinds of questions to ask a customer to encourage conversation?
A. Direct and to-the-point.
B. None. Let the customer ask you questions.
C. Open-ended.
D. Yes/no. - CORRECT ANSWER-C
An associate has just begun a job at an office supply store. The associate has not seen
any other employee use the copy machines for personal material, but knows that there
are some benefits that haven't been explained yet. The associate decides to bring in tax
returns to photocopy. Which of these is the associate's best course of action?
A. Wait until no one is around and copy the returns quickly.
B. Ask a coworker what everyone else does, and then do the same.
C. Consult store policy or the manager about using the copier.
D. Copy the returns any time during the shift when there are no customers. - CORRECT
ANSWER-C
A store manager asks a new associate to straighten stock on the display shelves.
During a lunch hour rush, only one register is open, and the line of customers is
growing. Some customers put down their selections and leave the store without buying.
The associate has been trained on the register, but hasn't handled it alone. The
manager is at lunch and cannot be consulted. Which of these is the associate's best
course of action?
A. Continue straightening the stock because that is the assignment the manager gave
before leaving for lunch.
B. Apologize to customers in line and tell them that the wait is unusual and the manager
will be back soon.
C. Open another register, since the associate knows how to operate it even without
having done it alone.
D. Stop straightening stock and help the cashier by bagging, finding items, and getting
the selections ready to be rung up. - CORRECT ANSWER-D
A customer walks into your office and asks for the deadline to file a permit application.
You do not know the answer. It would be best for you to do which of the following?
A. Tell the person what you think the answer might be.
B. Refer the person to your supervisor.
,C. Say that you are not allowed to give out that information to the public.
D. Inform the person that you don't know but you will do your best to find out. -
CORRECT ANSWER-D
A customer tries two popular fragrances, which both have similar scents and price
points, but is unsure which fragrance to purchase. What should the sales associate do
to help the customer decide?
A. Ask closed-ended questions to control the conversation and close the sale.
B. Ask closed-ended questions to encourage the customer to talk.
C. Ask open-ended questions to acquire additional information.
D. Ask open-ended questions to obtain yes or no responses that help narrow down the
selection. - CORRECT ANSWER-C
A customer comes into your store and you greet them. Now that you've make a
connection, what is your next challenge?
A. Ask how much money he/she plans to spend.
B. Determine exactly what the customer needs.
C. Ask if he/she has shopped in the store before.
D. Find out how much time he/she has to shop. - CORRECT ANSWER-B
When something goes wrong or a product does not perform as expected, provide the
customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product's failure
D. Give them a new one of the same product - CORRECT ANSWER-B
A customer approaches the service desk with a toy doll. She says that she bought the
doll for her niece's birthday a month ago and that the doll no longer speaks. Which of
these should the associate say FIRST?
A. Are you sure that you bought this doll at this store? Do you have your receipt?
B. We've had a lot of complaints about this doll. You might want to contact the
manufacturer.
C. We've never had any complaints about this doll before. What do you think your niece
did to it?
D. With this kind of toy, it's always best to check the batteries first. Let me check them
for you. - CORRECT ANSWER-D
, An irate caller reaches you and starts berating your company's service on a particular
product that has been controversial. You should:
A. Completely avoid talking about the specific product and change the topic.
B. Listen carefully to the caller, take their number, and promise to get the appropriate
person to call back to resolve any issues.
C. Take the offensive when a caller brings up the controversial subject and try to
convince the caller that they are mistaken.
D. Tell the caller that the company is aware of the problem and is taking steps to fix it.
E. Just listen - you can't please everyone. - CORRECT ANSWER-B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don't want them to come back
again
D. Send them to the service counter to wait for a customer service rep - CORRECT
ANSWER-B
You are with a customer and completing a sale. The phone rings and you're supposed
to answer phone calls within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if you can call him/her back.
B. Answer the phone and continue to help the customer at the store at the same time.
C. Put the caller on hold, excuse yourself, and go find another sales associate to handle
the call.
D. Excuse yourself, answer the phone, and assist the caller if they need a quick answer,
and get back to your customer. - CORRECT ANSWER-D
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
D. Acknowledge the customer quickly - CORRECT ANSWER-C
Susan is working with a customer named Cassandra in the perfume department. Which
is the wrong thing to say about a perfume she has just dabbed on her wrist and
smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our number 1
seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit
your personality."
