https://www.stuvia.com/user/profgoodluck
RISE UP CUSTOMER SERVICE AND SALES
EXAM (Latest Update) |
Questions & Answers | 100% Correct |
Grade A
What should a sales associate say to a customer who has returned a product that he or she
purchased last month?
"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?
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:
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?
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?
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?
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?
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?
The expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs?
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?
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?
"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?
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
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?
Talk to the Housewares supervisor and ask for help regarding product lines.
What are the PRIMARY types of retail training for sales associate so far ll
Product knowledge and company procedures
A store adopts the following return policy:
"Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any
electronics purchased between November 22 and December 24 may be returned until January 12
RISE UP CUSTOMER SERVICE AND SALES
EXAM (Latest Update) |
Questions & Answers | 100% Correct |
Grade A
What should a sales associate say to a customer who has returned a product that he or she
purchased last month?
"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?
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:
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?
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?
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?
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?
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?
The expensive suite at the regular room price
Which is the BEST technique for identifying a customer's needs?
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?
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?
"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?
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
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?
Talk to the Housewares supervisor and ask for help regarding product lines.
What are the PRIMARY types of retail training for sales associate so far ll
Product knowledge and company procedures
A store adopts the following return policy:
"Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any
electronics purchased between November 22 and December 24 may be returned until January 12
