RISE UP CUSTOMER SERVICE PRACTICE TEST
2026 QUESTIONS WITH SOLUTIONS
GUARANTEED TO PASS
◉ 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 for
2026 QUESTIONS WITH SOLUTIONS
GUARANTEED TO PASS
◉ 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 for
