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Chapter 2 Test – Knowing Products, Services, and Customers

Authored by Benjamin Davis

Life Skills

9th Grade

Used 1+ times

Chapter 2 Test – Knowing Products, Services, and Customers
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36 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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?”

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Active listening means ____.

Maintaining eye contact only

Listening while planning your next words

Listening and responding to improve understanding

Waiting silently without replying

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which question is open-ended?

Can I help you?

Do you like blue or brown?

What features are important to you?

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