RISE UP CUSTOMER SERVICE AND SALES
COMPREHENSIVE STUDY GUIDE 2026
◉ The manager tells a new receptionist to come to work tomorrow
dressed more appropriately. What is the BEST way for this employee
to find out what clothes are appropriate to wear to work?
Answer: Ask the manager for clothing guidelines
◉ An associate begins to help a customer he believes is next to be
served. A second customer interrupts by saying that she should be
next. The sales associate's BEST response is:
Answer: Try to find another sales associate to help one of the
customers.
◉ An associate in an electronics store is helping a customer with a
grandchild buy an answering machine. The customer would like a
demonstration of a particular machine. What should the associate
do?
Answer: Give them a hands-on demonstration
◉ An experienced stylist sees a new shampoo person about to use a
certain conditioner on a customer. The stylist knows the customer is
allergic to that conditioner. Which of the following should the stylist
do?
,Answer: Speak to the shampoo person before he uses the
conditioner on the customer.
◉ A customer comes into your store needing to buy a gift for a
friend's wedding. According to the gift registry, all the items that
were within the customer's price range have already been
purchased. What is the BEST suggestion you can give this customer?
Answer: Suggest a gift card in the amount the customer was
planning to spend.
◉ A customer calls the store about a purchase she made, which was
advertised for less at a direct competitor's location. The customer
asks for a price adjustment on the item, and the sales associate is not
sure how to respond. Which of the following is the BEST response
for the sales associate to give the customer?
Answer: I understand your concern. Please hold while I get someone
to assist you right away.
◉ Pauline has reserved a non-smoking room, and she is upset
because her room has a strong tobacco odor. She tells the front desk
that she wants another room. It is 11:00 pm. and the only rooms
available are other smoking rooms and an expensive non-smoking
suite. What should the clerk offer Pauline?
Answer: The expensive suite at the regular room price
, ◉ Which is the BEST technique for identifying a customer's needs?
Answer: Start a conversation and listen to the customer.
◉ A customer service representative in a bridal shop helped a
customer choose her wedding dress. The customer had alterations
made to her dress. Two weeks later, she called to complain that the
dress is still too long. What should the representative do FIRST?
Answer: Show empathy and ask that she come in to meet with
Alterations
◉ A sales associate notices that a customer is constantly checking
the product price tags and store signage for sale information while
shopping for a new sweater. What is the BEST way for the sales
associate to approach this customer?
Answer: "I just want to let you know that all sweaters are 25% off
today
◉ As you walk up the aisle, you notice a fellow associate struggling
to assist a customer. What is the BEST course of action?
Answer: stop, greet your teammate and ask if you can be of service
◉ George explains that he can no longer see his computer monitor
because he has developed poor eyesight. He would like to buy a new
monitor. What should the sales associate
Answer: Demonstrate the features of monitors that may be suitable.
COMPREHENSIVE STUDY GUIDE 2026
◉ The manager tells a new receptionist to come to work tomorrow
dressed more appropriately. What is the BEST way for this employee
to find out what clothes are appropriate to wear to work?
Answer: Ask the manager for clothing guidelines
◉ An associate begins to help a customer he believes is next to be
served. A second customer interrupts by saying that she should be
next. The sales associate's BEST response is:
Answer: Try to find another sales associate to help one of the
customers.
◉ An associate in an electronics store is helping a customer with a
grandchild buy an answering machine. The customer would like a
demonstration of a particular machine. What should the associate
do?
Answer: Give them a hands-on demonstration
◉ An experienced stylist sees a new shampoo person about to use a
certain conditioner on a customer. The stylist knows the customer is
allergic to that conditioner. Which of the following should the stylist
do?
,Answer: Speak to the shampoo person before he uses the
conditioner on the customer.
◉ A customer comes into your store needing to buy a gift for a
friend's wedding. According to the gift registry, all the items that
were within the customer's price range have already been
purchased. What is the BEST suggestion you can give this customer?
Answer: Suggest a gift card in the amount the customer was
planning to spend.
◉ A customer calls the store about a purchase she made, which was
advertised for less at a direct competitor's location. The customer
asks for a price adjustment on the item, and the sales associate is not
sure how to respond. Which of the following is the BEST response
for the sales associate to give the customer?
Answer: I understand your concern. Please hold while I get someone
to assist you right away.
◉ Pauline has reserved a non-smoking room, and she is upset
because her room has a strong tobacco odor. She tells the front desk
that she wants another room. It is 11:00 pm. and the only rooms
available are other smoking rooms and an expensive non-smoking
suite. What should the clerk offer Pauline?
Answer: The expensive suite at the regular room price
, ◉ Which is the BEST technique for identifying a customer's needs?
Answer: Start a conversation and listen to the customer.
◉ A customer service representative in a bridal shop helped a
customer choose her wedding dress. The customer had alterations
made to her dress. Two weeks later, she called to complain that the
dress is still too long. What should the representative do FIRST?
Answer: Show empathy and ask that she come in to meet with
Alterations
◉ A sales associate notices that a customer is constantly checking
the product price tags and store signage for sale information while
shopping for a new sweater. What is the BEST way for the sales
associate to approach this customer?
Answer: "I just want to let you know that all sweaters are 25% off
today
◉ As you walk up the aisle, you notice a fellow associate struggling
to assist a customer. What is the BEST course of action?
Answer: stop, greet your teammate and ask if you can be of service
◉ George explains that he can no longer see his computer monitor
because he has developed poor eyesight. He would like to buy a new
monitor. What should the sales associate
Answer: Demonstrate the features of monitors that may be suitable.
