Which of the following is the term for the overall impression gathered from the information that is seen, heard, and experienced by customers who encounter a business, its products, and services?

• company brand
• brand promise
• positive feeling
• company promise

Which of the following best defines quality customer service?

• adhering to company policies when processing returns
• doing exactly what the company procedures say to do
• delivering a positive, memorable experience that is more than what the customer expected
• offering free items to customers in order to keep them coming back

After one negative experience, approximately what percentage of people say they will never do business with that company again?

• 10%
• 20%
• 75%
• 50%

Which of the following is NOT a step in the basic selling process?

• make a connection
• personalize service
• assess needs
• recite product features

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

• an open-ended question
• a leading question
• an open 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
• active listening
• foundational listening
• passive listening

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

• ask the customer to repeat what they said
• restate and summarize their needs
• restate the customer's exact words
• ask the customer a followup question

Which of the following is an example of upselling?

• "Would you like to upgrade that to a large fries? It's only $1.00 more."
• "I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price & it's on sale"
• "I'm sure you'll love those basketball sneakers. Do you also need any t-shirts or shorts?"
• "I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?

• a basketball
• a soccer goal frame and net
• soccer shorts
• a baseball bat