CSS: Chapter 2 and 3 Knowledge Checks

Which of the following does not describe a product feature?

• Price

• Flavor

• Texture

• Color

Which of the following is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?

• The location is on the other side of the store, so it would be a long walk for you.

• You're not sure exactly where the product is located.

• You're working with another customer and can't leave your area.

• The customer doesn't seem likely to buy the product, and is just browsing in the store.

What's the best way to respond when a customer asks a question about a product and you don't know the answer?

• Admit that you don't know the answer and take the customer to a coworker or supervisor who can help.

• Give your best-guess answer and let the customer figure it out from there.

• Suggest that the customer consider an alternate product that you are more familiar with, so you can better answer the customer's questions.

• Look for information on the product's packaging or on relevant signs.

The type of mindset that best helps you grow and learn as an employee is called:

• A. A fixed mindset

• B. A growth mindset

• C. A product mindset

• D. A retail mindset

The type of mindset that limits your ability to grow and learn as an employee is called:

• A. A fixed mindset

• B. A growth mindset

• C. A product mindset

• D. A retail mindset

A good way to help a customer form a good impression about you even before you interact with them is to:

• Be sure to always look busy.

• Call out to the customer to get their attention.

• Use non-verbal communication, such as having confident posture, smiling and making eye contact.

• Approach the customer as soon as you see them, anywhere in the store.

Which of the following describes a type of question that cannot reasonably be answered with “yes” or “no”?

• A. A leading question

• B. An open question

• C. An open-ended question

• D. A closed-ended question

Which of the following describes a type of question that is designed to elicit a “yes” or “no” answer?

• A leading question

• An open question

• An open-ended question

• A closed-ended question

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

• Patient listening

• Foundational listening

• Active listening

• Passive listening

Which of the following is the best way to demonstrate that you have understood a customer?

• Restate and summarize their needs.

• Ask the customer to repeat what they said.

• Just say, “I got it!”

• Ask the customer a follow-up question.