CSS Knowledge Check 2.1

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 the product they have 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 exactly sure where the product is located
• You're working with another customer and cannot leave your area
• The customer doesn't seem likely to be able to afford the product

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

• Admit 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 out from there
• suggest that the customer consider alternate products that you are more familiar with so you can better answer the customer's questions
• look for information on the products packaging or relevant signs

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

• fixed
• growth
• product
• retail

Where is the BEST place to look for vendor-supplied information on a product?

• Newspaper
• Trade magazine
• Internet
• Library

A sales associate was trained in a selected line for Young Juniors. The associate is reassigned to Housewares due to personnel shortages. What is the best way for the associate to learn about the products in the new department?

• Visit competitor's Housewares departments to learn product lines
• Gather information about a product when the customer requests the information
• Talk to the Housewares associate during the work shift in Juniors
• Talk to the Housewares supervisor and ask for help regarding product lines

The bank where you work as a teller has just been taken over by one of your competitors who has some different services from those you are familiar with. What would be the BEST way to learn about the new services?

• Wait until your supervisor sends you to a formal product knowledge training
• Concentrate on what you already know and rely on your customers to tell you about the new services
• Look on the new companies website where they list the features of their services
• Read other competitor's brochures looking for descriptions of similar services

A customer enters the electronics department and asks an associate about the features of a television. The associate is new and does not know enough to answer the customer's questions. How can the associate BEST provide assistance to this customer?

• Get the customer's name and number and make a plan to callthe customer later
• Ask another associate for help answering the questions and actively listen to the responses
• Suggest the customer call the toll free number for the manufacturer and get the information
• Apologize to the customer and explain that he is new and has not yet been trained to answer a lot of questions

What is the BEST method an associate can use in order to learn the product knowledge needed to sell a new line of appliances that the store just started to stock?

• Meet with several experienced sales associates in the store and ask them for guidance and advise.
• Attend product demonstrations offered by the manufacturer in the store and ask questions while taking notes
• Research the product line on the internet and print out and read any available product information
• Observe a store manager assisting a customer and try to employ the same techniques that were used

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

• fixed
• growth
• product
• retail