CS&S Knowledge Check Ch 4 & 5

Front

Which of the following is a customer body language cue? A customer rolling his eyes while looking around, A customer asking "Where is the laundry detergent?", A customer asking her friends for the car keys, A customer saying "I wish you still carried the large bottles of Tide."

Back

A customer rolling his eyes while looking around

Front

When is it an OK time to temporarily leave one customer in order to go help a second customer? Options: When the first customer is being difficult, When the first customer is looking at alternate products, When the first customer doesn't appear to really be likely to buy anything, When the first customer seems likely to make a purchase

Back

When the first customer is looking at alternate products

Front

What's the specific term for the action a retailer makes to address a service failure?

Back

Service recovery

Front

Which of the following is NOT a step you should take as part of the service recovery process? Options: Apologize and thank the customer for bringing the issue to your attention, Listen carefully to the customer's explanation, Tell the customer that they need to do something, such as provide more information, Propose solution options

Back

Tell the customer that they need to do something, such as provide more information

Front

The collective group of customers served by a particular retailer are referred to as that retailer's:

Back

Clientele

Front

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees: Reading, Writing, Sales skills, Math

Back

Sales skills

Front

Which of the following describes a communicator who is straight to the point? Options: Analytical, Intuitive, Functional, Personal

Back

Analytical

Front

Which of the following describes a communicator who wants process, detail, timelines, and well-thought-out plans? Options: Analytical, Intuitive, Functional, Personal

Back

Functional

Front

Which of the following describes a communicator who wants to hear about big-picture ideas? Options: Analytical, Intuitive, Functional, Personal

Back

Intuitive

Front

Which of the following describes a communicator who values relationships and connecting with people? Options: Analytical, Intuitive, Functional, Personal

Back

Personal