CSS Semester Exam

Every day you take the morning train to get to work 15 minutes before your shift begins. Today the train broke down and they think it will take an hour to get it fixed. Define the problem for the situation above by selecting the best answer.

• You'll be an hour late for your shift
• The train broke down
• You take the morning train to work
• You need to be at work 15 minutes before your shift begins

Marketing programs that track purchase history, personal information and preferences and provide incentives to loyal, repeat customers are called:

• Loyalty programs
• Customer apps
• Marketing tricks
• Tracking systems

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

• Brand promise
• Positive feeling
• Company culture
• Company brand

Which of the following best defines quality customer service?

• Delivering a positive, memorable experience that is more than what the customer expected
• Adhering to company policies when processing returns
• Do exactly what company procedures say to do
• Offering free items to customers to keep them coming back

After a customer's television breaks and the customers learns it can't be fixed, the customers looks online to learn more about which televisions are sold at the different retailers nearby. Which phase of the customer life cycle does this example best represent?

• Phase 1 - Customer has a want/need
• Phase 4 - The customer likes or doesn't like their customer experience
• Phase 2 - The customer considers different purchasing options
• Phase 3 - Customer goes to the store to buy the item

In the customer service process, it's always important to greet the customer within:

• 5 minutes or so
• It's ok not to greet
• Whenever you see them
• 30 seconds

A customer tells a sales associate she wants to buy a sweater as a gift. What should the associate do?

• Point out the sweaters that are on sale.
• Give the customer price information.
• Ask about the friend’s preferences and size.
• Invite the customer to look around.

A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks a new employee, who is still in training, some questions about the differences in cheeses. The other deli associate is on a lunch break. What is the best way the associate can save the sale?

• Offer the customer samples of the cheeses she is interested in and express interest in her reactions.
• Ask the customer to come back later when the other employee is back from lunch to make the best choice.
• Explain to the customer that they are new and apologize that they cannot be more helpful
• To to suggest that the customer buys a different product that the associate knows more about

A customer has looked into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer hesitantly states, “I really like the clean look of a white sofa, but I am afraid it will be quickly soiled by my children and dogs.” Which of the following is the sales associate's BEST response to help the customer make a good decision?

• “May I show you some of the washable slip covers available for the sofa?”
• “If it gets dirty, you can always buy a slipcover!”
• “Perhaps you consider other sofas that won’t show soils so easily.”
• “Do you have another sofa the children and dog could use?”

A customer who is looking at winter hats expresses a desire to purchase for each of her grandchildren. Which method would be MOST effective in helping the sales associate determine this customer’s need and budget?

• Show the customer several inexpensive hats to keep the total price at a reasonable point.
• Ask the customer how many grandchildren she has and estimate what she might spend on each hat.
• Direct the customer to hats on an expensive display and observe the customer’s reactions for clues.
• Engage the customer in conversation to determine the quantity and quality that interest her.