RISE UP CUSTOMER SERVICE PRACTICE QUESTIONS AND
ANSWERS
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."
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." - CORRECT ANSWER✅✅✅B
Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
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 - CORRECT ANSWER✅✅✅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. - CORRECT ANSWER✅✅✅A
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
Product features are described as all of the following except:
A. Being physical (color, size, etc.)
ANSWERS
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."
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." - CORRECT ANSWER✅✅✅B
Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
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 - CORRECT ANSWER✅✅✅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. - CORRECT ANSWER✅✅✅A
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
Product features are described as all of the following except:
A. Being physical (color, size, etc.)
