Exam (elaborations)
Rise Up (Customer Service Class) – Review: Questions And Answers
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Rise Up (Customer Service Class) – Review: Questions And Answers
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Rise Up (Customer Service Class) – Review: QuestionsAnd Answers
What should a sales associate say to a customer who has returned a product
that he or she purchased last month? Right Ans - "Your account has been
credited. Is there anything else I can do for you?"
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? Right Ans - 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: Right Ans - 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? Right Ans - 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? Right Ans - 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? Right Ans - 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? Right Ans - 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?
Right Ans - The expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs? Right Ans
- 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? Right Ans - 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? Right Ans - "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? Right Ans - 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 Right Ans - Demonstrate the features of
monitors that may be suitable.
A sales associate was trained in a select 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? Right
Ans - Talk to the Housewares supervisor and ask for help regarding product
lines.
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