Exam (elaborations)
Rise Up Customer Service
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Rise Up Customer Service
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RISE UP CUSTOMER SERVICEQUESTIONS AND CORRECT DETAILED
ANSWERS
m I am excited you have decided to buy the Keurig coffeemaker. Would you like me to show you where
the K-Cups are, so you can get started right away? This is an example of what type of selling
a. Upselling
b. Category Selling
c. New Sale
d. Cross-selling - d. Cross-selling
How should you treat every customer when they enter the store?
a. You should let them shop on their own and only approach them if they ask?.
b. You should not talk to them for more than 10 seconds.
c. You should be attentive, be patient and help them any way that you can.
d. If they are rude, you should be rude back. - c. You should be attentive, be patient and help them any
way that you can.
What are the best ways to show a customer about features of a product?
a. Demonstrate the features
b. Show the customer the information on the website
c. Tell the customer what aisle the product is located
d. Tell the customer about your own personal experience with the product - a. Demonstrate the features
A shampooer in a hair salon is about to shampoo a client's hair. The stylist sees this and knows the
customer is allergic to this shampoos. What should the hair stylist do?
a. Take over the shampooing and do it herself
b. Ask the shampooer if anyone has told her that the customer is allergic to that type of shampoo.
c. Say nothing and hope the customer doesn't notice - b. Ask the shampooer if anyone has told her that
the customer is allergic to that type of shampoo.
A customer walks into a home improvement store and has many things that they are looking for. How
can you best help the customer and best understand their needs?
a. Pretend to listen and guess what the customer needs
, b. Only grab a couple of items that customer asked for
c. Ask your manager to help you assist this customer
d. Listen to the customer and make a list to ensure you have heard everything they need and help them
locate all the items. - d. Listen to the customer and make a list to ensure you have heard everything they
need and help them locate all the items.
A mwoman mwalks minto ma mstore mand mwould mlike mto mbuy ma mhat mfor mher mgrandchildren. mShe mdoesn't
mknow mwhat mkind mof mhat mto mget, mhow mcan myou mbest mhelp mher?
a. mAsk mthe mcustomer mopen mended mquestions mto mdetermine mher mneeds.
b. mAsk mher mwhat mher mbudget mwill mbe
c. mShow mher mwhere mthe mclearance mrack mis mat mand mleave mher mto mshop
d. mTell mher mabout myour mnieces mand mthe mhats mthey mlike mto mwear mand mtell mthe mcustomer mwhat
mhat myou mthink mshe mshould mbuy. m- ma. mAsk mthe mcustomer mopen mended mquestions mto mdetermine
mher mneeds.
You mare mworking mthe mregister mat ma mbusy mbook mstore mand mhave mmany mpeople min mline. mThe mphone
mrings mand myou manswer mit, mthe mcustomer mon mthe mphone mwants mto mknow mif myou mhave ma mbook min
mstock mand mif myou mwould mgo mfind mout mimmediately mso mshe mcan mpurchase mit. mWhat mshould myou
mdo min mthis msituation?
a. mDon't manswer mthe mphone mand mcontinue mhelping mthe mcustomers min mline
b. mAnswer mthe mphone mpolitely mand mwrite mdown mall mof mthe mcustomers minformation mand mlet mher
mknow myou mwill mcall mher mback mas msoon mas myou mare mable mto mwith mthe minformation mshe mneeds
c. mPut mher mon mhold mand mgo mfind mthe mbooks mshe mis mlooking mfor, mif myou mhave mit mhelp mher
mpurchase mit mor mput mit mon mhold mfor mher.
d. mAsk mthe mcustomer mon mthe mphone mto mcall mback mwhen myou mare mnot mbusy. m- mb. mAnswer mthe
mphone mpolitely mand mwrite mdown mall mof mthe mcustomers minformation mand mlet mher mknow myou mwill
mcall mher mback mas msoon mas myou mare mable mto mwith mthe minformation mshe mneeds
A mcustomer mis mcomplaining mabout ma mproduct mthat mbroke mon mthem mand mis mvery mangry. mWhat mis
mthe mbest mway mto mresolve mthis mand mto msave mthe msale mand mrelationship mwith mthe mcustomer?
a. mHurry mand mrefund mthe mcustomer mso mthey mgo maway.
b. mApologize mfor mthe minconvenience, mlisten mto mtheir mconcerns mand moffer msolutions mthat mthe
mcustomer mcan magree mto.
c. mAsk ma mmanager mto mcome mand mhelp mwith mthe msituation.
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