Rise Up Study Questions
A salesperson is helping one person when another comes to the counter. What should the salesperson do?
Acknowledge the second customer, but continue completing the sale with the first customer
Your department is planning a special promotion on a new line of appliances that have been advertised. How can you prepare for the crowd of customers coming in?
Be sure you understand and can explain the features of the appliances
What is the best way to deal with negative customer feedback posted in a customer survey on social media?
Encourage the feedback and think of the comments as free market research
A customer comes in with an ad and coupon for lighting from XYZ store. She asks you to show her that same light. You are aware of the other store's ad and coupon. What's the BEST thing to say for you to gain this customer's interest in buying from your store?
I see you have a coupon from XYZ store. Tell me more about what you are looking for. I'm sure I can find it in stock in our large inventory. Are you aware of our 48-hour installation policy?
What is the MOST IMPORTANT reason why handling customer objections correctly is beneficial to sales associates?
It allows them to better address or refine product recommendations
What should you do when you have a customer who has a problem with a product or service that your store offers?
Listen, and let the customer explain the problem then determine a satisfactory solution
A customer service representative takes a call from an angry customer. The customer said he was charged three times for an order. What should the representative do?
Listen, empathize (understand) and fix the problem for the customer.
You are a bank teller working for a bank that has just been taken over by one of your competitor banks. They offer some different services from what you are familiar with. What should you do to learn about these services?
Look on the new company's website where they list the services and features
After eating a delicious meal at a restaurant, a customer fills out the survey card that is on the table. The customer marks that the food and service were great. which of the following describes the benefit of this type of customer contact?
Makes customer feedback easy
A customer is checking out at the register, and the product's bar code is not scanning. There is no price on the item. What should the cashier do?
Manually enter the bar code
A sales associate sees a customer put a shirt in a bag without paying for it. What should the associate do?
Notify management or store security
During an after-holiday sale, an employee notices a customer's wheelchair can't get through the aisles because they are crowded and full of tables and racks. What should the employee do FIRST?
Offer to help the customer
Which of these BEST describes product demonstrations?
Opportunity to provide a full understanding of all the relevant features of the product
What are the PRIMARY types of retail training for sales associates?
Product knowledge and company policies and procedures
A customer is looking for a red blender they saw on a cooking show. Your store does carry the item, but it is quite expensive. What should you do FIRST?
Show the customer the blender they wanted, point out the features and tell them the price.
Where is the BEST place to look for vendor- supplied information on a product?
The internet
Which is the BEST reason for a sales associate to know the store's promotions and advertising?
To answer customers' questions about price and location of the sale items
What's the MOST important reason for learning about product features?
To answer questions and satisfy customer needs
A big store's bakery department decided not to bake items in their store, but now get their products from the company's central plant. The supervisor sends the employees a memo explaining the change that is taking place. A customer wants to know why the changes were made. What should the associate do?
Use the information sent in the memo to answer the customer's questions
What question should sales associates ask themselves when studying competitor's products and services?
Why would I buy my own company's products or services over a competitor's?
How quickly should you acknowledge a customer?
Within 30 seconds of them walking in
You are shopping for a jacket for a gift for a friend. What is the FIRST thing the sales associate should do?
Ask about your friend's preferences in style and size
You have arranged samples of a new line of baked goods. Customers are complaining to you at the register that a child is touching all of the samples. You don't see the child's parents anywhere. Which should you do?
Ask another associate for help in moving the samples out of the child's reach
A customer is looking for a new golf club. He wants to make sure the club is the right size and price range for him. What should you do as the sales associate?
Ask more questions and observe the customer
How should you introduce your loyalty program to a customer when you are finalizing a sale?
Ask the customer if he or she is a loyal shopper
You have a customer who's leaving the next day for a trip to another country. The customer is doing some last-minute shopping for a special adapter to use with her computer. You know they are out of stock at your store, but you know the manager just ordered one yesterday and had it shipped overnight to another customer. What would be the BEST thing for you to do?
Ask your supervisor if they will approve you to make a special order to have shipped overnight to your customer
A customer comes to a furniture store with a piece of fabric and tells the sales associate she wants a chair that matches the material from her sofa. What should you do?
Escort her to the area where the chairs are, and ask open-ended questions to clarify her needs
A customer approaches you as you are returning from your lunch break. What should you do?
Escort the customer to a fellow sales associate for help since you are still on break
A customer is shopping for a replacement refrigerator and has decided on a style and model and is ready to make a purchase. What's the BEST response the sales associate can give to the customer to ensure a good experience?
Excellent choice. This model might be a bit more complicated to install. Would you like me to go over our delivery and install options so we can make sure you have everything you will need?
A customer bought 150 bags of topsoil. One bag weighs 28 pounds. The customer's truck is able to hold 4,000 pounds. The customer is concerned he won't be able to take all of the topsoil in one load. What could you recommend?
Suggest delivering the topsoil through the store's delivery service
A customer comes in to order a gift for a friend's wedding. When you check the registry, all of the gifts have already been purchased. What should you recommend for the customer?
Suggest the customer purchase a gift card in the amount they planned to spend
During a slow business day, a sales associate sees a new hire having trouble answering a customer's questions. The customer seems ready to leave. What should the sales associate do?
Approach them both and ask if you can help answer any questions
You ordered flowers through an online service for Valentine's Day, but the flowers were not delivered until the day after, and were wilted. You call to complain. How should the company handle your complaint?
Apologize and ask if you would rather have a full refund OR more flowers at no charge
A customer's delivery is delayed. As a sales associate, what should you do?
Apologize for the inconvenience and inquire with management about a resolution
A customer placed a special order for floor tile and was told the order would be ready in one week. Two weeks passed, and the customer called to check on their order. What should you do?
Apologize to the customer for the delay, get their order information and follow up on the order for them
A mother purchased a new softball bat for her daughter. The bat the sales associate recommended was too heavy and the mother is now returning it. What is the BEST course of action for the sales associate to take?
Apologize, accept the return and offer to help the mother find the proper size bat
A customer purchased a pair of pants at a department store. The salesperson fitted them and marked where to put them. When the customer picked the pants up, they were too short. He tells the salesperson he can't wear them like that and asks to have them changed. How should the salesperson respond?
Apologize, admit there was a mistake made, and assure the customer the situation will be quickly resolved.
A small-business owner explains to a sales associate that he needs a new computer system to handle the growing business functions. The customer looks at a few low-cost computers. After talking to the customer, the sales associate sees that a more expensive computer would be better for the needs of the businesses continued growth. Which is the BEST strategy for the associate to use when providing this recommendation to the customer?
Explain the features and long-term benefits of the more expensive computer, and how it will save money in the long-term and allow for future growth
A preferred customer is at the register collecting a gift from a mailed promotion they received. The next customer in line wants a gift too and is getting angry. Which should the sales associate do?
Explain to the angry customer the qualifications to become a preferred customer and how to receive the free gifts
Which is the MOST appropriate type of question to ask to determine a customer's budget?
Fact-finding (gather information and details)
A sales associate begins to help a customer he believes was next to be served. A second customer interrupts saying they should be next in line. The BEST way for the salesperson to respond is:
Find another sales associate to help one of the customers
A salesperson is answering a customer's email about a back-order. They should tell the customer:
Follow proper business writing rules.
A wedding coordinator can't meet deadlines and has lost several potential clients. Which of the following can the coordinator do to help prevent losing future clients?
Gather information about your competitors to identify ways to increase your efficiency
A customer is shopping for new software and tells you the last version didn't meet your expectations. What should you do?
Give hands-on demonstrations of the different software your store sells
Three customers enter a store together. A sales associate saw them earlier in the week, but none of them made a purchase. To be sure they are not shoplifting, what is the BEST approach for the sales associate to take?
Greet them and offer to help them find what they're looking for
A customer asks you to help her find curtains for her apartment. She finds the perfect color and fabric, but her windows are not a standard size. There is a custom drapery department in your store. What should your BEST response to the customer be?
I can make an appointment for you with our custom drapery department if you like
A customer is ringing the bell for the handicapped entrance, but no one is answering. A second customer sees this and tells you. What should you do?
Immediately call management to open the handicapped entrance door for the customer
A customer wants to buy some furniture from the clearance section. Store policy states all clearance item sales are final. The customer is worried the item might be too big. What is the BEST response the sales associate can give?
Inform the customer of the store's policy, give them the measurements of the item they want to buy and have them check to see if it will fit in their room. If the item fits, offer to have the sale processed over the phone and delivered from the store.
A customer calls and asks a sales person to search for an item. The sales person knows the item is not in the store. The BEST approach to serve this customer is to:
Suggest a similar item and offer to send it to the customer without a shipping charge
You sold a customer a new grill. He took the grill home and found there were no instructions in the box. He came back to the store very angry. What should you do?
Listen to his complaint, assure him you understand his frustration and ask if he would be okay with you locating another set of instructions
What's the MOST important information a sales associate must get from a customer in order to have their order shipped to someone as a gift?
Name, address and phone number of the recipient who will get the gift
A customer purchased monogrammed table linens, which are a special custom order shipped direct from the manufacturer. What information should you tell the customer to allow them to check on the status of their order?
Order number, copy of completed paperwork, contact phone number for delivery updates
An error message appears when the cashier rings up a sale. Information on operating the register is available at each register. The manager is nearby helping another customer. What should the cashier do FIRST?
Politely interrupt the manager and ask what to do
A girl is meeting with a catering service to talk about the menu for her wedding. The caterer cannot guarantee that the food will be delivered in time for the wedding. What should the caterer do?
Review alternative options and offer the best solution
A customer purchased towels for their new apartment and is considering adding a monogram (their initials) to the towels. The store policy states that if this is done, the towels cannot be returned. The customer seems concerned that the color might not be the exact color they need. What should the sales person say in order to enforce the store's policy on returns.
Say "please be aware the store policy on returns of monogrammed/personalized items, and that they cannot be returned.
When following up on a recent delivery and installation of a refrigerator, the customer explains that the delivery person got mud on their carpet. What is the BEST way to answer the customer's complaint?
Say, "I'm sorry to hear that. What can I do to make this right for you?"
What is the BEST way to communicate the benefits of a product?
Share your personal experiences about using the product
What display method would be BEST for a bulk discount store selling pizza?
Taste test
A customer wants help coordinating paint colors. The sales associate shows the customer colors he feels will compliment her selections, but she doesn't like his suggestions. The sales associate doesn't seem to understand the customer's color preferences. What should the sales associate say NEXT?
Tell her color preferences are a personal choice
A sales associate sees a customer looking a price tags on several printers. The store is currently offering a 20% discount on a specific brand of printer. What should the sales associate do first?
Tell the customer about the sale and demonstrate the benefits and features of the printer that is on sale
A customer is to leave on a trip to Europe in three days, but discovers the zipper on his suitcase is broken. He has found a suitcase on your company's website that he wants to purchase but your store does not have it in stock. You can order it for him though. What should you do?
Tell the customer you can order the suitcase he wants, and it will be delivered to his home on time if he is willing to pay for overnight delivery
A customer returns a laptop and tells you one of the features isn't working. You are familiar with that laptop and its features. What should you do FIRST?
Test the customer's laptop and see if there is a problem with the feature
ABC Company is launching a new all-in-one product that can be used to play music, watch movies, check emails and answer phone calls. You know there will be many customer questions because there are so many product features. Your company is having a sale on the product hoping customers will buy it from your store and not online or from a competitor. How should you prepare for the large volume of customers expected to ask about the new product?
Test the new item on display to make sure yo can explain how to use each feature
As a sales associate, what's the BEST reason to know the competition and be aware of their promotions?
To be prepared to answer your customers' questions
Why is it important for you to show how your store's products compare to a competitor's products?
To highlight the differences between your products and the competitor's
Which is the BEST reason for a salesperson to test and sample a product before it goes on display?
To make it easier to demonstrate and sell products.
You are helping a customer select food items they want for a luncheon your company is catering. The customer complains very loudly that your prices are too high and that they can get lower prices from another catering company. What should you do?
Try to calm the customer and explain the features and benefits of your catering services
If you see a customer browsing through your department, what is the BEST way to approach them?
Welcome him to the store and offer to serve him when he is ready
A customer brings in a shoe with a broken strap. Which of the following questions would be acceptable to determine how to assist the customer?
What can I do to make this right?
Which of the following Open-ended questions BEST helps a sales associate determine what kind of television is appropriate for a customer?
What did you like or dislike about your last television?
A sales associate sees a customer looking at a dress and tells her it is a very popular item this season. The customer agrees and looks at the size tags. what should the sales associate say?
Would you like me to take one to the fitting room for you? What size would you like to try?
