CSS 2.2 Knowledge Check A

Which of the following defines quality customer service?

• Delivery a positive, memorable experience that is more than what the customer expected
• Adhering to company policies when processing returns
• Do exactly what company policies say to do
• Offering free items to customers to keep them coming back

According to the National Retail Federation, 7 out of 10 customers will pay a higher price in order to receive higher quality customer service. Using two of the following terms in your response, explain how customer service impacts company performance. Customer Satisfaction Customer Loyalty Quality Customer Service Increased Sales

In the customer service process, it's always important to greet the customer within:

• 5 minutes or so
• It’s ok to not greet customers
• Whenever you see them
• Within 30 seconds

After purchasing a new car, a customer is satisfied with the service received from the salesperson. Which phase of the customer life cycle does this example best represent?

• Phase 4- the customer likes or doesn’t like the service received
• Phase 1- customer has a want or need
• Phase 3- customer goes to the store to buy the item
• Phase 2- customer loyalty life cycle

According to the National Retail Federation, consistent quality customer service builds trust between the customer and the company they are shopping with. In the space below, explain why it is important for there to be trust between the customer and the company they are shopping with.

After one negative experience, approximately what percentage of people say that they will never do business with that company again?

• 10%
• 20%
• 50%
• 75%

Customers of a popular shoe store chain can purchase items in-store and on-line or via their mobile app. The customer also receives texts and emails about current promotions and sales. This is an example of:

• Alternate channel retailing
• Omnichannel retailing
• Plexichannel retailing
• Multi-channel retailing

Which of the following describes a type of question that cannot be reasonably answered with a “yes” or “no”?

• A leading question
• An open question
• An open-ended question
• A closed-ended question

A good way to help a customer form a good impression about you even before you begin to interact with them is to:

• Be sure to always look busy
• Call out to the customer to get their attention
• Use nonverbal communication, such as having a confident posture and making eye contact
• Approach the customer as soon as you see them, anywhere in the store

Which of the following describes a question designed to elicit a “yes” or “no” answer?

• A leading question
• An open question
• An open-ended question
• A closed-ended question