1
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RISE UP CUSTOMER SERVICE TEST ACTUAL
EXAM QUESTIONS AND CORRECT DETAILED
ANSWERS WITH RATIONALES (VERIFIED
ANSWERS) | ALREADY GRADED A+
Questions and Answers (100% Correct
Answers) Already Graded A+
Which of the following is not a component of good customer
© 2025 Assignment Expert
service?
Guru01 - Stuvia
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 [ANS:] 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!"
, 2
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B. Based on how Cassandra is dressed, Susan says, "I don't think
that perfume will fit your personality."
C. After Cassandra smells the perfume, Sally says, "I can see you
like a fragrance with notes of gardenia in it."
D. Susan says, "That fragrance smells very nice on you." [ANS:] B
Customer complaints should be welcomed because they provide
an opportunity to:
© 2025 Assignment Expert
A. Do something different for a change
Guru01 - Stuvia
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential "problem customers" are [ANS:] C
A customer calls and has some technical questions about a
product with which you are not completely familiar. You should:
A. Transfer his call to someone who is knowledgeable in that area.
B. Pretend that you know what you're talking about and give your
own answers.
C. Tell him to call back another time.
D. Ask him why he is being so inquisitive. [ANS:] A
, 3
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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.
© 2025 Assignment Expert
D. Find out how much time he/she has to shop. [ANS:] B
When something goes wrong or a product does not perform as
expected, provide the customer with a quick resolution and:
Guru01 - Stuvia
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 [ANS:] 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?
, 4
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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. [ANS:] D
An irate caller reaches you and starts berating your company's
service on a particular product that has been controversial. You
© 2025 Assignment Expert
should:
Guru01 - Stuvia
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. [ANS:] B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
For Expert help and assignment solutions, +254707240657
RISE UP CUSTOMER SERVICE TEST ACTUAL
EXAM QUESTIONS AND CORRECT DETAILED
ANSWERS WITH RATIONALES (VERIFIED
ANSWERS) | ALREADY GRADED A+
Questions and Answers (100% Correct
Answers) Already Graded A+
Which of the following is not a component of good customer
© 2025 Assignment Expert
service?
Guru01 - Stuvia
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 [ANS:] 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!"
, 2
For Expert help and assignment solutions, +254707240657
B. Based on how Cassandra is dressed, Susan says, "I don't think
that perfume will fit your personality."
C. After Cassandra smells the perfume, Sally says, "I can see you
like a fragrance with notes of gardenia in it."
D. Susan says, "That fragrance smells very nice on you." [ANS:] B
Customer complaints should be welcomed because they provide
an opportunity to:
© 2025 Assignment Expert
A. Do something different for a change
Guru01 - Stuvia
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential "problem customers" are [ANS:] C
A customer calls and has some technical questions about a
product with which you are not completely familiar. You should:
A. Transfer his call to someone who is knowledgeable in that area.
B. Pretend that you know what you're talking about and give your
own answers.
C. Tell him to call back another time.
D. Ask him why he is being so inquisitive. [ANS:] A
, 3
For Expert help and assignment solutions, +254707240657
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.
© 2025 Assignment Expert
D. Find out how much time he/she has to shop. [ANS:] B
When something goes wrong or a product does not perform as
expected, provide the customer with a quick resolution and:
Guru01 - Stuvia
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 [ANS:] 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?
, 4
For Expert help and assignment solutions, +254707240657
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. [ANS:] D
An irate caller reaches you and starts berating your company's
service on a particular product that has been controversial. You
© 2025 Assignment Expert
should:
Guru01 - Stuvia
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. [ANS:] B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
