Exam Questions and Answers 100

Rise Up Customer Service and Sales Exam Questions and Answers 100% Correct

Question :Which of the following is not a component of good

customer service?

• Attendance at store trainings
• A positive attitude
• Asking closed-ended questions to get a definitive yes or no

answer

• Acknowledge the customer quickly

Correct answer:C

Question :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?

• Susan looks at Cassandra and says, "You have great tastes

as that is our number 1 seller!"

• Based on how Cassandra is dressed, Susan says, "I don't

think that perfume will fit your personality."

• After Cassandra smells the perfume, Sally says, "I can see

you like a fragrance with notes of gardenia in it."

• Susan says, "That fragrance smells very nice on you."

Correct answer:B

Question :Customer complaints should be welcomed because

they provide an opportunity to:

• Do something different for a change
• Get customers back to the store so they'll buy more
• Learn about problems so improvements can be made
• Learn who the potential "problem customers" are

Correct answer:C

We have an expert-written solution to this problem!

Question :A customer calls and has some technical questions

about a product with which you are not completely familiar.

You should:

• Transfer his call to someone who is knowledgeable in that

area.

• Pretend that you know what you're talking about and give

your own answers.

• Tell him to call back another time.
• Ask him why he is being so inquisitive.

Correct answer:A

We have an expert-written solution to this problem!

Question :A customer comes into your store and you greet

them. Now that you've make a connection, what is your next challenge?

• Ask how much money he/she plans to spend.
• Determine exactly what the customer needs.
• Ask if he/she has shopped in the store before.
• Find out how much time he/she has to shop.

Correct answer:B

Question :When something goes wrong or a product does not

perform as expected, provide the customer with a quick

resolution and:

• A cup of coffee

• Service with a smile
• An excuse for the product's failure
• Give them a new one of the same product

Correct answer:B

Question :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?

• Are you sure that you bought this doll at this store? Do you

have your receipt?

• We've had a lot of complaints about this doll. You might

want to contact the manufacturer.

• We've never had any complaints about this doll before.

What do you think your niece did to it?

• With this kind of toy, it's always best to check the batteries

first. Let me check them for you.

Correct answer:D