CSS Practice Exam 3

Which of the following is a customer body language cue?

• a customer asking "Where is the laundry detergent?"
• a customer asking her friend for the car keys
• a customer rolling his eyes while looking around
• a customer saying "I wish you still carried large bottles of Tide."

When is it an OK time to temporarily leave one customer in order to go help a second customer?

• when the first customer is being difficult
• when the first customer is looking at alternate products
• when the first customer seems likely to make a purchase
• when the first customer doesn't appear to really be likely to buy anything

What's the specific term for the action a retailer makes to address a service failure?

• service recovery
• customer service
• quality service
• service process

Which of the following is NOT a step you should take as part of the service recovery process?

• apologize and thank the customer for bringing the issue to your attention
• apologize and let them know you will contact the manager
• listen carefully to the customer's explanation
• tell the customer that they need to do something such as provide more information

The collective group of customers served by a particular retailer are referred to as that retailer's?

• clientele
• competitors
• employees
• management

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees?

• reading
• writing
• sales skills
• math

Which of the following describes a communicator who is straight to the point?

• analytical
• functional
• intuitive
• personal

Which of the following describes a communicator who wants to process, detail, timelines and well-thought-out plans?

• analytical
• functional
• intuitive
• personal

Which of the following describes a communicator who wants to hear about big-picture ideas?

• analytical
• functional
• intuitive
• personal

Which of the following describes a communicator who values relationships and connecting with people?

• analytical
• functional
• intuitive
• personal