Customer Service - Unit 2

Which of the following does not describe a product feature? price, flavor, color, texture

• texture

• price

• color

• flavor

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've asked to see?

• The location is on the other side of the store, so it would be a long walk for you.

• You're not sure exactly where the product is located.

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

• The customer doesn't seem likely to be able to afford the product.

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

• Give your best guess answer and let the customer figure it out from there.

• Suggest that the customer consider an alternative product that you are more familiar with, so you can better answer the customer's questions

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

• Look for information on the product's packaging or on relevant signs

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

• fixed mindset

• growth mindset

• sales mindset

• retail mindset

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

• retail mindset

• product mindset

• growth mindset

• fixed mindset

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

• Be sure to always look busy

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

• Call out to the customer to get their attention

• Approach the customer as soon as you see them, anywhere in the store

Which of the following describes a type of question that cannot reasonably be answered with "yes" and "no"?

• A leading question

• An open question

• An open-ended question

• A closed-ended question

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

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

• Patient listening

• Foundational listening

• Active listening

• Passive listening

Which of the following is the best way to demonstrate that you have understood a customer?

• 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