CSS Knowledge Check 3.1

What's the term for service that is designed to be tailored to a specific customer's needs?

• Customer service

• Quality service

• Personalized service

• Helpful service

What's the term for the delivery of a positive, memorable experience that is more than what the customer expected?

• Customer service

• Quality service

• Personalized service

• Helpful service

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

• 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

• 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

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

• "What clothing brands do you usually prefer?"

• "How much do you want to spend?"

• "Do you buy clothes at second-hand stores?"

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

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?

• A basketball

• Soccer shorts

• A ladder

• A baseball bat

Which of the following is an example of upselling?

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

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

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