CSS Practice Exam 3
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Business
9th - 12th Grade
Used 7+ times
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28 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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."
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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
3.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
What's the specific term for the action a retailer makes to address a service failure?
service recovery
customer service
quality service
service process
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
The collective group of customers served by a particular retailer are referred to as that retailer's?
clientele
competitors
employees
management
6.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Which of the following is NOT an area of foundational knowledge that retailers look for in all employees?
reading
writing
sales skills
math
7.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Which of the following describes a communicator who is straight to the point?
analytical
functional
intuitive
personal
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