CSS CH 3 Practice Test

What does the term “features as benefits” mean?

• Features are more important than benefits

• Benefits are hidden in the product manual

• Connecting product features directly to how they solve customer needs

• Describing product features with technical terms only

Which of these is an example of upselling?

• Offering batteries with a remote

• Recommending a yoga mat for a yoga outfit

• Suggesting a more powerful laptop based on a customer’s gaming needs

• Offering a credit card

Which question should not be asked directly to a customer?

• “Which fabric would you like on the chair?”

• “What kind of refrigerator do you have?”

• “How much do you want to spend?”

• “What colors do you prefer?”

Which of the following is true about cross-selling?

• It’s usually only done after a customer purchases

• It should be avoided with undecided customers

• It should be worked into natural conversation

• It’s the same as upselling

The same product feature provides the same benefit for every customer.

• True

• False

Offering options empowers the customer to make better decisions.

• True

• False

Private-label products are always cheaper than national brands.

• True

• False

Loyalty programs help track customer preferences.

• True

• False

A customer says, “I’m not sure this chair is worth it.” What’s the best response?

• “It’s not expensive at all.”

• “Well, it comes with a one-year warranty and stain protection.”

• “Then don’t buy it.”

• “Everyone buys this chair.”

A parent is shopping for a toy for their child who loves to build and learn. Which LEGO DUPLO benefits would you emphasize?

• Storage case and plastic material

• Compatible with Star Wars sets

• Encourages creativity and helps with learning to count

• Brightly colored box