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

restate and summarize their needs

ask the customer to repeat what they said

restate the customer's exact words

ask the customer a follow-up question

Which of the following accurately defines "private-label" products?

products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores.

products that are available to be purchased only by a store's employees

products whose names are not displayed on their packaging

products that are sold only to a select group of customers

Which of the following questions is the most appropriate way for a retail associate understand if a customer prefers inexpensive or expensive brands?

What clothing brands do you usually prefer?

Do you buy clothes at second-hand stores?

I like higher-end clothing brands myself don't you?

Which of the following is a customer body language cue?

a customer rolling his eyes while looking around

a customer asking "Where is the laundry detergent?"

a customer asking her friend for the car keys

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 looking at alternate products

when the first customer is being difficult

when the first customer seems likely to make a purchase

when the first customer doesn't appear to really be likely to buy anything

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

tell the customer that they need to do something such as provide more information

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

Which of the following would be an appropriate use of language in an email?

"Yep yep let me run that by the team and get on that tip top."

The most common workplace injuries are?

injuries due to improper lifting

injuries due to workplace violence

Bill: "I'm not getting the shifts I want. I only got 6 hours this week. I can't make my rent this month." What's the problem Bill is facing?

he isn't getting enough hours and worries about the financial consequences

he doesn't like the times when he works

he wants to work in a different part of the store

Which of the following is a SMART goal?

I will increase my monthly sales volume by 20% by the end of March.

I will increase my sales volume until my manager is happy with my performance.

I will increase my monthly sales volume every month.

A job description typically contains?

a description of the job's responsibilities

the specific career path for an individual starting with the company in this position

the exact hours that a person in this job works each week.

When describing your skills and experience, it's important to?

use sentences directly from the job description

list the names of your co-workers

Which of the following comments would be inappropriate in a social media post?

Quit my job today! No more being exploited and unappreciated!

I'm looking for a sales position if you know anyone feel free to mention me!

Joe send me your demo reel and I'll talk to my producer friend about you

Thanks to Walgreens for filling my prescription so quickly!

Which of the following phrases is an example of positive feedback given to an employee?

Phil you've really improved your stocking speed.

Julie your productivity scores are very low and need to improve.

Max you need to start showing up on time.

Emily you have so much potential.

A vertical career path is one in which someone?

takes on roles with increasing responsibilities that are in the same part of the company

makes a series of moves some of which are lateral

stays in the same role but takes on a larger workload

Which of the following is an example of upselling?

Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00.

I also have this other laptop that has most of the same features as the one you're looking at, but 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.

Which of the following best defines a loyalty program?

a marketing program that provides incentives to repeat customers who are loyal company brand shoppers

a club for employees of a retailer to join

a discount coupon or code that's made available to first-time customers

a discount program aimed at people who shop with a retailer's competitors

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

Would you like that folded or left on the hanger?

Do you want to buy this today or come back tomorrow?

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's the correct change using the fewest number of bills and coins possible?

a $5 bill 3 $1 bills 1 dime 1 penny

a $5 bill 2 $1 bills 1 dime 1 penny

a $5 bill 2 $1 bills 11 pennies

a $5 bill 3 $1 bills 11 pennies

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

in the compartment with the $10s

in the compartment with the 20s

What should you do if a customer argues that they are owed extra change, you don't think that they're right, and they escalate their tone?

escalate your tone to match the customer's tone

CSS Comprehensive Practice Exam

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Business

9th - 12th Grade

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75 questions

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MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Which of the following does not describe a product feature?

flavor

price

texture

color

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

What is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?

you're working with another customer and can't leave your area

the location is on the other side of the store so it would be a long walk for you

you're not sure where the product is located

the customer doesn't seem likely to be able to afford the product

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

What's the best way to respond when a customer asks a question about a product and you don't know the answer?

give your best guess and let the customer figure it out

suggest the customer consider an alternate product that you're more familiar with so you can answer their questions

admit that you don't know the answer and take the customer to a co-worker or supervisor who can help

look for information on the product's packaging or on relevant signs

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The type of mindset that best helps you grow and learn as an employee is called?

growth mindset

fixed mindset

product mindset

retail mindset

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The type of mindset that limits your ability to grow and learn as an employee is called?

growth mindset

product mindset

retail mindset

fixed mindset

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

A good way to help a customer form a good impression about you before you interact with them is to?

be sure to always look busy

use non-verbal communication such as having confident posture and making eye contact

call out to the customer to get their attention

approach the customer as soon as you see them anywhere in the store

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

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

open question

open-ended question

close-ended question

leading question

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CSS Comprehensive Practice Exam

Which of the following does not describe a product feature?

What is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?

What's the best way to respond when a customer asks a question about a product and you don't know the answer?

The type of mindset that best helps you grow and learn as an employee is called?

The type of mindset that limits your ability to grow and learn as an employee is called?

A good way to help a customer form a good impression about you before you interact with them is to?

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

Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

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

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