CSS Comprehensive Practice Exam

Which of the following does not describe a product feature?

• flavor
• price
• texture
• color

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

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

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

• growth mindset
• fixed mindset
• product mindset
• retail mindset

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

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

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

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

• open question
• open-ended question
• closed-ended question
• leading question

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

• active listening
• patient 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 the customer's exact words
• restate and summarize their needs
• ask the customer a follow-up question