CSSCS Review

A customer comes into your store, marches to the register and stands with arms crossed and and jaws clenched. From their nonverbal cues what could you possibly expect from this interaction.

• They are coming to give you praise for a job well done.

• They have a complaint.

• They want to invite you out for lunch.

• They are the next contestant on the Price is Right.

In order to actively listen, what skills should you NOT demonstrate?

• Focus fully on the speaker.

• Avoid seeming judgmental.

• Make the speaker feel heard and understood.

• Change conversation when you become uninterested.

A customer wants to return a broken item. Ravi, a store employee, responds with

• "It is your fault it broke."

• “I will give you a full refund. Our store’s merchandise breaks often.”

• “I understand your frustration. Let me obtain some information from you, and let’s see what we can do about it.”

• “I am not authorized to refund used products, but I’ll make an exception.”

Which type of retailing offers customers a seamless customer experience using technology?

• Multichannel Retailing

• Omnichannel Retailing

Amina would like to purchase a car and is reading car reviews, what part of the 5 Stage Decision Making Process is she on?

• Purchase

• Post-Purchase Evaluation

• Need Recognition

• Information Search

Which of the following describes a communicator who values relationships and connection?

• Personal

• Intuitive

• Analytical

• Functional

What is Customer Service?

• Process of selling products and/or services to customers to earn a profit.

• The support you offer your customers both before, during, and after they buy and use your products or services.

• Process of selling services to customers to earn a profit.

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  An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want-when, where, and how.

Kaia, an airline customer service agent, answers telephone calls from customers. The first thing Kaia does is

• greet the customer and introduce herself by name.

• try to solve the customer’s problem

• determine where the customer lives.

• place the customer on hold.

In a video store, a DVD that sells for $15 is marked, "10% off". What is the discount? What is the sale price of the DVD?

• The discount is $2.50 and the sale price is $13.50.

• The discount is $.50 and the sale price is $15.50.

• The discount is $1.00 and the sale price is $14.00.

• The discount is $1.50 and the sale price is $13.50.

In a bicycle store, a $500 bicycle is marked, "Get a 30% discount." What is the sale price of the bicycle?

• $150

• $250

• $350

• $500