CSS Semester Exam

Front

Define the problem for the situation: Every day you take the morning train to get to work 15 minutes before your shift begins. Today the train broke down and they think it will take an hour to get it fixed.

Back

You'll be an hour late for your shift.

Front

Marketing programs that track purchase history, personal information and preferences and provide incentives to loyal, repeat customers are called:

Back

Loyalty programs

Front

Which of the following is the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, it’s products, and it’s services? (Options: Brand promise, Positive feeling, Company culture, Company brand)

Back

Company brand

Front

Which of the following best defines quality customer service? Options: Delivering a positive, memorable experience that is more than what the customer expected, Adhering to company policies when processing returns, Do exactly what company procedures say to do, Offering free items to customers to keep them coming back

Back

Delivering a positive, memorable experience that is more than what the customer expected

Front

After a customer's television breaks and the customer learns it can't be fixed, the customer looks online to learn more about which televisions are sold at the different retailers nearby. Which phase of the customer life cycle does this example best represent?

Back

Phase 2 - The customer considers different purchasing options

Front

In the customer service process, it's always important to greet the customer within:

Back

30 seconds

Front

A customer tells a sales associate she wants to buy a sweater as a gift. What should the associate do?

Back

Ask about the friend’s preferences and size.

Front

What is the best way the associate can save the sale when a customer is overwhelmed by the variety of cheeses? Options: Offer the customer samples of the cheeses she is interested in and express interest in her reactions., Ask the customer to come back later when the other employee is back from lunch to make the best choice., Explain to the customer that they are new and apologize that they cannot be more helpful, To to suggest that the customer buys a different product that the associate knows more about

Back

Offer the customer samples of the cheeses she is interested in and express interest in her reactions.

Front

A customer has looked into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer hesitantly states, “I really like the clean look of a white sofa, but I am afraid it will be quickly soiled by my children and dogs.” Which of the following is the sales associate's BEST response to help the customer make a good decision?

Back

“May I show you some of the washable slip covers available for the sofa?”

Front

A customer who is looking at winter hats expresses a desire to purchase for each of her grandchildren. Which method would be MOST effective in helping the sales associate determine this customer’s need and budget?

Back

Engage the customer in conversation to determine the quantity and quality that interest her.