RISE UP (CUSTOMER SERVICE CLASS)
EXAM QUESTIONS AND ANSWERS
GRADED A+ 2026
What should a sales associate say to a customer who has returned a product that he or she
purchased last month? - 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? - 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: - 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? - 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
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, should the stylist do? - 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? - 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? - 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? - ANS The expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs? - 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? - 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
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
EXAM QUESTIONS AND ANSWERS
GRADED A+ 2026
What should a sales associate say to a customer who has returned a product that he or she
purchased last month? - 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? - 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: - 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? - 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
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
, should the stylist do? - 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? - 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? - 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? - ANS The expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs? - 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? - 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
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
