
CSS-Knowledge Check 1.3
Authored by Amber Robson
Business
9th - 12th Grade
Used 4+ times

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5 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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, its products and services?
Brand promise
Positive feeling
Company culture
Company brand
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is the term for the unique way that company employees act with each other and with customers?
Brand promise
Positive feeling
Company culture
Company brand
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following best defines quality customer service?
Delivering a positive, memorable experience that is more than what the customer expected.
Adhering to company policies when processing returns.
Doing exactly what company procedures say to do.
Offering free items to customers in order to keep them coming back.
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?
$20-$30 million
$100-$150 million
$60-$70 billion
$100-$150 billion
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
After one negative experience, approximately what percentage of people say they will never do business with that company again?
10%
20%
50%
75%
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