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Rise Up Customer Service Practice Quiz – Questions And Answers
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Rise Up Customer Service Practice Quiz – Questions And Answers
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Rise Up Customer Service Practice Quiz – QuestionsAnd Answers
1) 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? Right Ans - 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? Right Ans - 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? Right Ans - "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? Right Ans - "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? Right Ans -
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? Right Ans - 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? Right Ans - Impulse
8) As a sales associate, what is the MOST important reason to understand the
competition and be aware of their promotions? Right Ans - 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?
Right Ans - 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? Right Ans - Seek support from a co-
worker or manager.
11)Which of the following methods is the BEST way to resolve a customer
complaint? Right Ans - 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? Right Ans
- 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? Right Ans - 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?
Right Ans - 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
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