WorksheetsCS&S Knowledge Check Ch 2 & 3
Total questions: 22
Worksheet time: 11mins
Name
Class
Date
1.
Which of the following does not describe a product feature?
a)
Price
b)
Flavor
c)
Texture
d)
Color
2.
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're asked to see?
a)
The location is on the other side of the store, so it would be a long walk for you
b)
You're not sure exactly where the product is located
c)
You're working with another customer and can't leave your area
d)
The customer doesn't seem likely to be able to afford the product
3.
What's the best way to respond when a customer asks a question about a product and you don't know the answer?
a)
Admit that you don't know the answer and take the customer to a coworker or supervisor who can help
b)
Give your best-guess answer and let the customer figure our from there
c)
Suggest that the customer consider an alternate product that you are more familiar with, so you can better answer the customer's questions
d)
Look for information on the product's packaging or on relevant signs
4.
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
5.
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
6.
A good way to help a customer form a good impression about you even before you interact with them it to:
a)
Be sure to always look busy
b)
Call out to the customer to get their attention
c)
Use nonverbal communication, such as having confident posture and making eye contact
d)
Approach the customer as soon as you see them, anywhere in the store
7.
Which of the following describes a type of question that cannot reasonably be answered with a "yes" or "no"?
a)
A leading question
b)
An open question
c)
An open-ended question
d)
A closed-ended question
8.
Which of the following describes a type of question that is designed to elecit a "yes" or "no" answer?
a)
A leading question
b)
An open question
c)
An open-ended question
d)
A closed-ended question
9.
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
a)
Patient listening
b)
Foundational listening
c)
Active listening
d)
Passive listening
10.
Which of the following is the best way to demonstrate that you have understood a customer?
a)
Restate and summarize their needs
b)
Ask the customer to repeat what they said
c)
Restate the customer's exact words
d)
Ask the customer a follow-up question
11.
What's the term for service that is designed to be tailored to a specific customer's needs and interests?
a)
Customer service
b)
Quality service
c)
Personalized service
d)
Helpful service
12.
What's the term for the delivery of a positive, memorable experience that is more than what the customer expected?
a)
Customer service
b)
Quality service
c)
Personalized service
d)
Helpful service
13.
Which of the following accurately defines "private-label" products?
a)
Products that are available to be purchased only by a store's employees
b)
Products whose names are not displayed on their packaging
c)
Products that are sold only to a select group of customers
d)
Products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores
14.
Which of the following questions is the most appropriate way for a retail associate to ask if a customer prefers inexpensive or expensive brands?
a)
"What clothing brands do you usually prefer?"
b)
"How much do you want to spend?"
c)
"Do you buy clothes at second-hand stores?"
d)
"I like higher-end clothing brands myself, don't you?"
15.
If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?
a)
A basketball
b)
Soccer shorts
c)
A soccer goal frame and net
d)
A baseball bat
16.
Which of the following is an example of upselling?
a)
"I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price-it's on sale!"
b)
I'm sure you'll love those basketball sneakers. Do you also need any T-shirts or shorts?"
c)
"I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."
d)
"Would you like that s a meal? You can get fries, plus a medium drink, for an extra $2.00."
17.
Which of the following best defines a loyalty program?
a)
A marketing program that provides incentives to repeat customers who are loyal company brand shoppers
b)
A club for employees of a retailer to join
c)
A discount coupon or code that's made available to first-time customers
d)
A discount program aimed at people who shop with a retailer's competitors
18.
Which of the following is a good transition statement that can lead to closing a sale?
a)
"Are you ready to buy this?"
b)
"Do you want to buy this today or come back later?"
c)
"Would you like that folded or left on the hanger?"
d)
"Are you sure that's the shirt that you want to buy?"
19.
Suppose a customers purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?
a)
A $5 bill, 2 $1 bills, 1 dime, 1 penny
b)
A $5 bill, 3 $1 bills, 1 dime, 1 penny
c)
A $5 bill, 3 $1 bills, 11 pennies
d)
A $5 bill, 2 $1 bills, 11 pennies
20.
Where are large bills, such as $50s and $100s, typically placed within a cash register?
a)
In the compartment with the $20s
b)
In the compartment with the $10s
c)
Where there's the most room
d)
Below the cash drawer
21.
Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?
a)
80-90%
b)
50-60%
c)
30-40%
d)
10-20%
22.
What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?
a)
Escalate your tone to match the customer's tone
b)
Call a supervisor immediately
c)
Deny the customer's request
d)
Call security
100 %
