CSS Knowledge Check 1.3

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, its products and services?

• Brand promise

• Positive feeling

• Company culture

• Company brand

Which of the following is the term for the unique way that company employees act with each other and with customers?

• 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.

• Doing exactly what company procedures say to do.

• Offering free items to customers in order to keep them coming back.

As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?

• $20-$30 million

• $100-$150 million

• $60-$70 billion

• $100-$150 billion

After one negative experience, approximately what percentage of people say they will never do business with that company again?

• 10%

• 20%

• 50%

• 75%