CSS 3.2 Review

Which of the following is a good transition statement that can lead to closing a sale?

• Are you ready to buy this

• Do you want to buy this today or come back later?

• Would you like that folded or left on the hangar?

• Are you sure that's the shirt you want to buy?

Suppose a customer’s purchases total $52.14 and the customer gives you $60.25. What is the correct change using the fewest number of bills and coins possible?

• A $5 bill, 2 $1 bills, 1 dime, 1 penny

• A $5 bill, 3 $1 bills, 1 dime, 1 penny

• A $5 bill, 3 $1 bills, 11 pennies

• A $5 bill, 2 $1 bills, 11 pennies

Where are large bills, such as $50s and $100s, typically placed within a cash register?

• In the compartment with the $20s

• In the compartment with the $100s

• Wherever there is the most room

• Below the cash drawer

Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?

• 80-90%

• 50-60%

• 30-40%

• 10-20%

What should you do if a customer argues that they are owed extra change?

• Escalate your tone to match the customer’s tone

• Call a supervisor immediately

• Deny the customer’s request

• Call security

What does POS stand for in retail?

• Profit of sale

• Price of sale

• Purchase of sale

• Point of sale

A customer makes a purchase and their transaction total is $23.47. The customer pays with $40.00 in cash.  How much change should they receive?

• $16.25

• $16.53

• $17.53

• $16.34

Which of the following key performance indicators can be used to measure whether each store is meeting its sales goals?

• Number of sales per employee

• Overall company growth

• Number of sales per store location

• Profit made per sale

A customer services representative in Credit Services takes a call from an angry customer. The customer was charged three times for the same transaction. What should the representative do?

• Put the customer on hold and tell the manager

• Immediately transfer the call to the manager

• Listen and tell the customer to come to the office

• Listen, empathize, and fix the problem

A customer calls a banking call center to report that the ATM fees on his account are incorrect. During the call the call center's computer system goes down, making it impossible to check the customer's account. What should the call center associate do?

• Suggest that the customer use online banking instead of the call center

• Tell the customer to try calling in about an hour when the system may be working

• Offer to call the customer back when the computer system is working

• Put the customer on hold in hope that the computer system will me working soon