CSS Knowledge Check 4.1

Which of the following is a customer body language cue?

• A customer rolling his 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 first 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’s 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 that retailer’s:

• Employees

• Competitors

• Management

• Clientele