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Rise Up Customer Service Practice Quiz
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Rise Up Customer Service Practice Quiz
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RISE UP CUSTOMER SERVICEPRACTICE QUIZ QUESTIONS WITH
VERIFIED ANSWERS
h1) A manager shows a new employee how to stock the shelves. The employee begins the task. The
supplier comes in and tells the employee to do it differently. What should the employee do? - Clarify the
task with the manager.
2) A customer has purchased monogrammed table linens, which are a special order and ship directly
from the manufacturer. What information should the sales associate provide the customer to enable the
customer to check on the status of the delivery? - The order number, a copy of completed paperwork,
and a contact phone number for delivery updates
3) A sales associate observes a customer looking at a display of cell phones, comparing prices between
brands. What is the BEST thing the associate can say to try to determine the customer's price range? -
"How will you be using your new phone? The phone's on this shelf are great values for basic calling and
texts. These smartphones are more expensive but offer Internet access, email, and other features for
business."
4) A customer has tried on a business suit and really likes the style and color; however, the pants are too
long. Which of the following responses is the BEST way for the sales associate to encourage the customer
to use the store's alterations services? - "That suit sure looks nice on you! Are you aware that we offer
free hemming on all of our
slacks? It only takes a couple of days."
5) An associate is reassigned from a small suburban work site to a casting city work site. The new site has
a different customer base and product line. How can the associate BEST prepare to make a smooth
transition? - Meet with the new store manager and ask for guidance.
6) During the annual after-Thanksgiving sale, an employee notices that a customer in a wheelchair
cannot get through the aisle. The customer is clearly upset. The aisles are crowded and full of tables and
racks. What should the employee do FIRST? - Offer help to the customer
7) What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior
to the transaction? - Impulse
8) As a sales associate, what is the MOST important reason to understand the competition and be aware
of their promotions? - To be prepared to answer customer's questions
9) Pauline has reserved a non-smoking room, and she is upset because her room has a strong tobacco
odor. She tells the front desk clerk that she wants another room. It is 11:00pm and the only rooms
available are other smoking rooms and expensive non-smoking suite. What should the clerk offer
Pauline? - The expensive suite at the regular room price
, 10) If a sales associate requires help meeting a specific customer's needs, what should the associate do
first? - Seek support from a co-worker or manager.
11)Which of the following methods is the BEST way to resolve a customer complaint? - Actively listen to
the complaint, ask questions, and let the customer have input into the solution
12)Which is the MOST important step a sales associate should take to ensure that a product is working
before demonstrating it to a customer? - Verify that the product is fully functional with puwr, if needed,
and that any accessories
needed to demonstrate the features are located.
13) Unhappy customers sometimes need to vent their feelings. What should a sales associate do in these
situations? - Listen actively.
14) A customer comes into a store looking for a new television. The customer is requesting ABC brand,
which is one of the most expensive in your store. The customer has no experience with the other brands
you carry but is concerned about the price of ABC brand. What would be the BEST action to take? -
Explain that the store carries other brands that are comparable to ABC but priced lower.
15. A sales associate was trained in a selected line for Young Juniors. The associate is reassigned to
Housewares due to personnel shortages. What is the BEST way for the associate to learn about the
products in the new department? - Talk to the Housewares supervisor and ask for help regarding the
product lines.
16) Before you set up a demonstration of laptop computers in your store, which of the following is the
MOST important? - Examine and test the laptops to make sure they are functional.
17) A customer purchases a pair of pants at a department store. The sales associate fits them and marks
where to hem the legs. When the customer returns to pick the pants up, the legs are too short. The
customer tells the sales associate, "This will never do. I can't wear them like this. You are going to have
to change the hem." How should the sales associate respond? - Apologize, admit the mistake, and assure
the customer that the situation will be quickly
resolved.
18) In addition to explaining the features and benefits of a product, what should a sales associate
suggest to customers? - Purchase additional merchandise that will enhance the use of the product.
19)Jill is a personal shopper who plays soccer in a community league. Her team makes the playoffs,
which will be on Friday. She is scheduled to meet with a customer that day. Which of the following would
be the BEST response Jill could make? - Contact the customer to try to reschedule the meeting.
20) A customer profile form is used to track what each customer purchases. What is the BEST reason for
a sales associate to suggest additional merchandise? - To make sure the customer has everything he
needs to be fully satisfied with the purchases
21) A customer is looking for a home security system. A sales associate has shown the customer several
systems, but the customer keeps responding with various objections. What is the BEST way for the sales
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