4.1 and 4.2 Knowledge Checks

Which of the following is a customer body language cue?

• A customer rolling 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 the 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 customer is being difficult

• When the first customer is looking at alternate products

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

• When the first customer seems likely to make a purchase

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

• Customer Service

• Service recovery

• 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

• Listen carefully to the customer explanation

• Tell the customer that they need to do something, such as provide more information

• Propose solution options

The collective group of customers served by a particular retailer are referred to as the retailers:

• Employees

• Competitors

• Managment

• Clientele

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 wants process, detail, timelines and well-thought-out plans?

• Analytical

• Intuitive

• Functional

• Personal

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

• Analytical

• Intuitive

• Functional

• Personal

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

• Analytical

• Intuitive

• Functional

• Personal

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

• "Yes, I'm happy to help you!"

• "OK, no prob."

• "WIll check w/ my manager."

• "I'll run that by our Max team and get back to you."