CS&S Knowledge Check Ch 2 & 3

Front

Which of the following does not describe a product feature? Price, Flavor, Texture, Color

Back

Price

Front

Which of the following is a valid reason for you as an employee, not to escort a customer to the location of a product that they're asked to see?

Back

You're working with another customer and can't leave your area

Front

What's the best way to respond when a customer asks a question about a product and you don't know the answer?

Back

Admit that you don't know the answer and take the customer to a coworker or supervisor who can help.

Front

The type of mindset that best helps you grow and learn as an employee is called:

Back

A growth mindset

Front

The type of mindset that limits your ability to grow and learn as an employee is called:

Back

A fixed mindset

Front

A good way to help a customer form a good impression about you even before you interact with them is to:

Back

Use nonverbal communication, such as having confident posture and making eye contact.

Front

Which of the following describes a type of question that cannot reasonably be answered with a "yes" or "no"? A leading question, An open question, An open-ended question, A closed-ended question

Back

An open-ended question

Front

Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer? A leading question, An open question, An open-ended question, A closed-ended question

Back

A closed-ended question

Front

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words? Options: Patient listening, Foundational listening, Active listening, Passive listening

Back

Active listening

Front

Which of the following is the best way to demonstrate that you have understood a customer? Options: Restate and summarize their needs, Ask the customer to repeat what they said, Restate the customer's exact words, Ask the customer a follow-up question

Back

Restate and summarize their needs