Ch. 2.1 Knowing Products and Services

Which of the following is an example of a product feature?

• The product is popular among customers.

• The product is cost-effective.

• The product has a pleasant scent.

• The product has a warranty.

What is the main difference between product features and product benefits?

• Features are the advantages of the product; benefits are its disadvantages.

• Features are characteristics of the product; benefits explain how the product meets customer needs.

• Features are intangible; benefits are tangible.

• Features are opinions; benefits are facts.

What should a person with product knowledge do when assisting customers in a store?

• Only direct them to the customer service desk.

• Provide general information and extensive product details.

• Offer only the basic information and refer them to online resources.

• Avoid assisting directly and point them to store maps.

Which statement reflects a growth mindset?

• "My potential is predetermined."

• "I am inspired by others."

• "Feedback and criticism are personal."

• "Failure is the limit of my abilities."

What mindset is characterized by the belief that abilities can improve through learning and determination?

• Fixed mindset

• Growth mindset

• Static mindset

• Negative mindset

Which of the following statements best reflects a fixed mindset?

• "Challenges help me grow."

• "My abilities are unchanging."

• "I like to try new things."

• "Failure is an opportunity to grow."

Which activity can help in developing product and service knowledge?

• Avoiding competitors and focusing only on your store's products.

• Visiting competitors and talking with their salespeople.

• Ignoring industry trends and focusing only on current products.

• Relying solely on your past knowledge of products.

Why is it easier for people with a growth mindset to maintain high levels of product knowledge?

• They believe their knowledge is already complete.

• They resist feedback and changes.

• They continuously seek to learn and adapt.

• They rely on others to inform them.

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 be able to afford the product