CSS Chapter 3 Quiz

What is the main goal of meeting customer needs in a retail setting?

• To increase the total number of products sold

• To make the purchasing process as quick as possible

• To understand and provide solutions that meet the customer's specific needs

• To persuade the customer to purchase the most expensive product

A customer is looking for a birthday gift but isn't sure what to buy. What is the best way to approach this situation?

• Recommend the most expensive product

• Offer several options based on the customer’s budget and preferences

• Push the customer towards a sale item

• Ignore the customer’s hesitation and continue selling the product

What should a sales associate do when a customer has difficulty making a purchase decision?

• Suggesting a product that is cheaper but less suitable for their needs

• Ask open-ended questions to uncover the customer’s preferences

• Give them time to walk around and figure out what they want

• Insist on a specific product to make the sale

A customer wants to buy a laptop but is unsure about which model has the most memory. How should you approach this?

• Suggest the most expensive laptop

• Explain the benefits of different memory options and recommend based on their usage needs

• Tell them that any laptop would work for their needs

• Ignore the customer's concerns and continue with the sale

Which of the following actions is an example of cross-selling?

• Recommending a different brand of a product the customer is considering

• Suggesting a complementary item like a phone case with the purchase of a smartphone

• Offering an upgrade to a more expensive product

• Encouraging a customer to purchase a second item of the same kind

When is upselling most appropriate in a customer interaction?

• When a customer is clearly satisfied with a low-cost option

• When the customer expresses interest in a higher-end product with more features

• When the customer requests the least expensive option available

• When the customer wants to buy in bulk

What is an example of a product benefit rather than a feature?

• "This jacket is made of waterproof fabric."

• "This phone has a 5-inch screen."

• "This blender is great for making smoothies quickly."

• "This laptop has a 16 GB RAM."

When should you offer an extended warranty to a customer?

• Only after the customer has shown hesitation in purchasing

• During the initial greeting to every customer

• After confirming that the product is likely to be used for a long period or is a high-ticket item

• Immediately after the customer asks about the price

What is one of the most common types of internal theft in retail environments?

• Employee stealing from the register

• Shoplifting

• Returning stolen goods for a refund

• Vendor errors

What can help prevent shoplifting in a retail store?

• Ignoring customers who appear suspicious

• Offering quality customer service to all customers

• Allowing customers to browse without any assistance

• Not monitoring the store’s entrances or exits