Chapter 2 Test – Knowing Products, Services, and Customers

Multiple Choice – Select the best answer for each question. Product features are described as all of the following except ____.

• Being physical (color, size, etc.)

• Appealing to the senses

• Relating to the quality of the merchandise and how the customer will enjoy it

• Answering the question “Why?”

Which statement best distinguishes features from benefits?

• Features are 'what'; benefits explain 'why.'

• Features are opinions; benefits are facts.

• Benefits describe color and size.

• Features show customer satisfaction.

The best way for a sales associate to learn about new merchandise is to ____.

• Read labels and packaging information

• Ask co-workers what they know

• Ask customers to explain

• Call the manufacturer

When assisting one customer and another enters, you should ____.

• Ignore the new customer until finished

• Acknowledge the new customer with eye contact or a brief comment

• Stop helping the first customer

• Assist whoever appears wealthier

Active listening means ____.

• Maintaining eye contact only

• Listening while planning your next words

• Listening and responding to improve understanding

• Waiting silently without replying

To determine customer needs, you should ____.

• Observe and ask thoughtful questions

• Talk about your own preferences

• Decide what’s best for them

• Avoid questions until checkout

Which question is open-ended?

• Can I help you?

• Do you like blue or brown?

• What features are important to you?

• Is this all for you today?

Continuous product knowledge training helps employees ____.

• Stay current with changing merchandise

• Avoid dealing with customers

• Rely on co-workers for answers

• Ignore customer feedback

Creating customer loyalty benefits ____.

• The store

• The associate

• The customer

• All of the above

Greeting customers quickly helps ____.

• Prevent shoplifting and show attentiveness

• Rush the sale

• Avoid conversation

• Increase returns