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RISE UP - CUSTOMER SERVICE PRACTICE QUESTIONS
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RISE UP - CUSTOMER SERVICE PRACTICE QUESTIONS
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RISE UP - CUSTOMER SERVICE PRACTICEQUESTIONS
Which of the following is not a component of good customer service?
A. Attendance at store trainings
B. A positive attitude
C. Asking closed-ended questions to get a definitive yes or no answer
D. Acknowledge the customer quickly - Answers -C
Susan is working with a customer named Cassandra in the perfume department. Which
is the wrong thing to say about a perfume she has just dabbed on her wrist and
smelled?
A. Susan looks at Cassandra and says, "You have great tastes as that is our number 1
seller!"
B. Based on how Cassandra is dressed, Susan says, "I don't think that perfume will fit
your personality."
C. After Cassandra smells the perfume, Sally says, "I can see you like a fragrance with
notes of gardenia in it."
D. Susan says, "That fragrance smells very nice on you." - Answers -B
Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they'll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential "problem customers" are - Answers -C
A customer calls and has some technical questions about a product with which you are
not completely familiar. You should:
A. Transfer his call to someone who is knowledgeable in that area.
B. Pretend that you know what you're talking about and give your own answers.
C. Tell him to call back another time.
D. Ask him why he is being so inquisitive. - Answers -A
A customer comes into your store and you greet them. Now that you've make a
connection, what is your next challenge?
A. Ask how much money he/she plans to spend.
B. Determine exactly what the customer needs.
C. Ask if he/she has shopped in the store before.
D. Find out how much time he/she has to shop. - Answers -B
Which of the following steps will help you keep commitments to customers?
,A. Promising customers you will find the items they request
B. Calling customers back only when you can find the requested item or information
C. Immediately stopping whatever you're doing to take care of phone customer requests
D. Calling customers back in a timely manner - Answers -D
To help build customer loyalty, you should:
A. Say what you'll do and be very clear on what you are promising; make notes so you
will remember
B. Tell him or her you cannot make any exceptions
C. Make exceptions, but be sure to let the customer know that you are making an
exception and that your actions do not reflect standard practices
D. Both A and C - Answers -D
A customer says, "I think I may be making a mistake here. I do like these pans but
they're a gift for my friend, and she doesn't cook as much as I do. What would be your
best response to a customer who is still undecided about making the purchase?
A. Your friend could always return them. If you're unsure about the pans, maybe I could
help you find something more appropriate. What are her hobbies?
B. She'll probably want to do more cooking when she sees these pans!
C. I think it's nice to give something you like. If she doesn't like them, she can exchange
them.
D. I'm sure she'll like them just like you do - Answers -A
Requiring all salespeople to greet customers immediately upon entering the store is an
example of what type of policy?
A. Selling Process
B. Pricing Strategy
C. Return Policy
D. Deliver Policy - Answers -A
Your company just received dresses from a new dress designer from China to be sold
at your business. These simple dresses can be wrapped on an individual in many ways
to create a simple dress, as a top blouse only, or as dressier piece. What should you do
as the sales associate before displaying this item for customers to examine?
A. Photocopy an illustration to show the different ways it can be worn
B. Learn the multiple ways it can be used in order to better show customers how to
wear it
C. Check for an inspection sticker on either the merchandise or packaging to ensure
that the clothing meets U.S. guidelines
D. Safely unpack the merchandise to minimize damage from handling before displaying
it. - Answers -B
, There are two basics needs to ensure that a customer has a pleasant experience when
he comes to your store. Those basics are:
A. An enjoyable atmosphere and quality customer service
B. Free coffee and doughnuts and a clean restroom
C. Sales associates who look snazzy and take turns helping customers
D. Good inventory and easy checkout - Answers -A
Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby's needs
E. All of the above - Answers -E
What is one of the BEST way to prevent shoplifting?
A. Lock up expensive merchandise.
B. Acknowledge and greet all customers in a friendly manner as they enter the store.
C. Put security cameras in plain view of the customer.
D. Use mirrors that make aisles visible to the cashier. - Answers -B
Warranties provide repair and/or maintenance for a specific time for a car, home, or
major appliance and is included in the price of the product (usually provided by the
manufacturer). What is the purpose of this warranty?
A. A promise to stand behind the product.
B. To show it isn't the best quality so you need a warranty
C. A promise to replace the product no matter what happens.
D. To prove you will not need a warranty. - Answers -A
Misty is selling a new washer-dryer combo to a customer. The customer wants the new
set installed at his home, but the store does not offer installation services. What would
Misty's best response be?
A. We do not offer installation services, but I will give you the number of a company that
will come install the set for you.
B. We offer installation on some items, but washers and dryers are not included.
C. Unfortunately, we do not install washers/dryers, but I can show you exactly what you
need to do to install yours.
D. I am sorry for the misunderstanding, but we do not install these items. - Answers -C
A retail associate sees that an electrical socket has wires exposed in an area where
customers shop. The retail associate must
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