CSS I.3 The Value of Customer Service Knowledge Check

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

A sales associate in the clothing department notices a customer waiting impatiently in the electronics department. Which is the BEST example of how the associate should approach the customer to offer help?

• "Hello. Which department were you looking for help in?"
• "Welcome to the store. If you haven't already been helped I would be happy to do so. What brings you in today?"
• "Hey there! I know waiting for help in a busy store can be frustrating. I'm free now so what are you looking for?"
• "You seem a bit agitated. I am sorry for the inconvenience. Can I help you?"

A customer appears to be browsing through your department. What would be your BEST approach for this customer?

• Greet them and point them towards sale merchandise
• Leave the customer to their shopping they appear to be doing fine on their own
• Welcome them and offer to serve them when they are ready
• Acknowledge them and show them the new items that have just arrived in the store

The bank where you work as a teller has just been taken over by one of your competitors who has some different services from those you are familiar with. What would be the BEST way to learn about the new services?

• Wait until your supervisor sends you to a formal product knowledge training
• Concentrate on what you already know and rely on your customers to tell you about the new services
• Look on the new companies website where they list the features of their services
• Read other competitor's brochures looking for descriptions of similar services

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

• 10%
• 20%
• 50%
• 75%

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

• $20 - $30 million
• $100 - $150 million
• $60 - $70 billion
• $100 - $150 billion

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

The unique way that employees interact with each other and their customers. Also, the personality of the company:

• Distribution mentality
• Company culture
• Shopper expectations
• Brand promise

Which of the following is NOT a step in the basic selling process?

• Make a connection
• Recite product features
• Personalize service
• Assess need