RISE UP CUSTOMER SERVICE AND SALES
ACTUAL EXAM PAPER 2026 QUESTIONS
ANSWERED CORRECTLY
◉ Add-on services. Answer: Available services for specific product
purchases that customers can opt for (e.g., payment options, product
modifications, or other ways that customers can protect their
purchases).
◉ Alterations. Answer: Modifications to products that help them
best meet the needs of customers (e.g., the tailoring of clothing items
or installing additional memory in a laptop).
◉ Analytical communication style. Answer: A communication style
refers to the way a person interacts with others. Someone who has
an analytical communication style typically wants the important
data, facts and logic.
◉ At-will employment. Answer: Employment subject to termination
by an employer at any time for any reason, except for an illegal
reason such as discrimination. An employee is also free to leave a job
at any time, for any reason.
,◉ Body language cues. Answer: Conscious or unconscious gestures
and movements that express intentions. These are a key form of
nonverbal communication.
◉ Brand promise. Answer: An extension of the company brand that
reflects the benefit of doing business with them—for example,
providing quality customer service.
◉ Breakaway statements. Answer: Phrases used to smooth the
transition between one customer and the next one (e.g., "Would it be
OK if I grab a few items for another customer?").
◉ Buying. Answer: The branch of retail in charge of selecting and
purchasing merchandise.
◉ Clientele. Answer: The collective group of customers that are
served by a specific retailer, when considered in total.
◉ Closed-ended questions. Answer: Questions that aim to get you a
short or yes/no answer. These are useful to limit the scope of a
conversation, to confirm a specific response, or to close the sale.
Closed- ended questions often begin with words such as: will, can,
may, are and do.
, ◉ Company brand. Answer: The overall impression gathered from
information that is seen, heard and experienced by customers who
encounter a business, its products and its services.
◉ Company culture. Answer: The unique way that an organization's
employees interact with each other and with customers. The culture
defines the personality of a company, and typically includes a variety
of elements, such as work environment, company mission, value,
ethics, expectations and goals. A company's culture can provide
additional expectations for employees to deliver on the company's
brand promises.
◉ Company website. Answer: A website that represents a retailer on
the Internet. Retailer websites typically provide customers with a
way to browse and purchase products and services that the
company offers along with information about store locations and
hours, career opportunities and general information about the
company.
◉ Comparison shopper. Answer: A shopper who spends a lot of time
checking out products and prices through online sites, visiting
different stores, comparing retailer ads and/or getting the opinions
of others either personally or through social media.
◉ Corporation. Answer: A business that has shareholders through
publicly traded stock, and usually has a centralized decision-making
ACTUAL EXAM PAPER 2026 QUESTIONS
ANSWERED CORRECTLY
◉ Add-on services. Answer: Available services for specific product
purchases that customers can opt for (e.g., payment options, product
modifications, or other ways that customers can protect their
purchases).
◉ Alterations. Answer: Modifications to products that help them
best meet the needs of customers (e.g., the tailoring of clothing items
or installing additional memory in a laptop).
◉ Analytical communication style. Answer: A communication style
refers to the way a person interacts with others. Someone who has
an analytical communication style typically wants the important
data, facts and logic.
◉ At-will employment. Answer: Employment subject to termination
by an employer at any time for any reason, except for an illegal
reason such as discrimination. An employee is also free to leave a job
at any time, for any reason.
,◉ Body language cues. Answer: Conscious or unconscious gestures
and movements that express intentions. These are a key form of
nonverbal communication.
◉ Brand promise. Answer: An extension of the company brand that
reflects the benefit of doing business with them—for example,
providing quality customer service.
◉ Breakaway statements. Answer: Phrases used to smooth the
transition between one customer and the next one (e.g., "Would it be
OK if I grab a few items for another customer?").
◉ Buying. Answer: The branch of retail in charge of selecting and
purchasing merchandise.
◉ Clientele. Answer: The collective group of customers that are
served by a specific retailer, when considered in total.
◉ Closed-ended questions. Answer: Questions that aim to get you a
short or yes/no answer. These are useful to limit the scope of a
conversation, to confirm a specific response, or to close the sale.
Closed- ended questions often begin with words such as: will, can,
may, are and do.
, ◉ Company brand. Answer: The overall impression gathered from
information that is seen, heard and experienced by customers who
encounter a business, its products and its services.
◉ Company culture. Answer: The unique way that an organization's
employees interact with each other and with customers. The culture
defines the personality of a company, and typically includes a variety
of elements, such as work environment, company mission, value,
ethics, expectations and goals. A company's culture can provide
additional expectations for employees to deliver on the company's
brand promises.
◉ Company website. Answer: A website that represents a retailer on
the Internet. Retailer websites typically provide customers with a
way to browse and purchase products and services that the
company offers along with information about store locations and
hours, career opportunities and general information about the
company.
◉ Comparison shopper. Answer: A shopper who spends a lot of time
checking out products and prices through online sites, visiting
different stores, comparing retailer ads and/or getting the opinions
of others either personally or through social media.
◉ Corporation. Answer: A business that has shareholders through
publicly traded stock, and usually has a centralized decision-making
