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Rise Up - Customer Service Exam: Questions & Solutions
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Rise Up - Customer Service Exam: Questions &Solutions
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 Right Ans - 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." Right Ans - 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 Right Ans - 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. Right Ans - 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. Right Ans - B
When something goes wrong or a product does not perform as expected,
provide the customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product's failure
D. Give them a new one of the same product Right Ans - B
A customer approaches the service desk with a toy doll. She says that she
bought the doll for her niece's birthday a month ago and that the doll no
longer speaks. Which of these should the associate say FIRST?
A. Are you sure that you bought this doll at this store? Do you have your
receipt?
B. We've had a lot of complaints about this doll. You might want to contact the
manufacturer.
C. We've never had any complaints about this doll before. What do you think
your niece did to it?
D. With this kind of toy, it's always best to check the batteries first. Let me
check them for you. Right Ans - D
An irate caller reaches you and starts berating your company's service on a
particular product that has been controversial. You should:
A. Completely avoid talking about the specific product and change the topic.
B. Listen carefully to the caller, take their number, and promise to get the
appropriate person to call back to resolve any issues.
C. Take the offensive when a caller brings up the controversial subject and try
to convince the caller that they are mistaken.
, D. Tell the caller that the company is aware of the problem and is taking steps
to fix it.
E. Just listen - you can't please everyone. Right Ans - B
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a
purchase
C. Not worry about how you treat them, because you don't want them to come
back again
D. Send them to the service counter to wait for a customer service rep
Right Ans - B
You are with a customer and completing a sale. The phone rings and you're
supposed to answer phone calls within 3 rings. What do you do?
A. Excuse yourself, answer the phone, and ask the caller if you can call
him/her back.
B. Answer the phone and continue to help the customer at the store at the
same time.
C. Put the caller on hold, excuse yourself, and go find another sales associate to
handle the call.
D. Excuse yourself, answer the phone, and assist the caller if they need a quick
answer, and get back to your customer. Right Ans - D
Product features are described as all of the following except:
A. Being physical (color, size, etc.)
B. Appealing to the sense
C. Relating to the quality of the merchandise and how the customer will enjoy
it
D. Answering the question, "How?" Right Ans - C
Turn your phone interaction into a loyal customer by:
A. Letting the customer know about sales events
B. Mentioning services he may not be aware of
C. Offering to ship items directly to the customer
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