CS&S Knowledge Check Ch 4 & 5

Which of the following is a customer body language cue?

• A customer rolling his eyes while looking around
• A customer asking "Where is the laundry detergent?"
• A customer asking her friends for the car keys
• A customer saying "I wish you still carried the large bottles of Tide."

When is it an OK time to temporarily leave one customer in order to go helpd a second customer?

• When the first customer is being difficult
• When the first customer is looking at alternate products
• When the first customer doesn't appear to really be likely to buy anything
• When the first customer seems likely to make a purchase

What's the specific term for the action a retailer makes to address a service failure?

• Customer service
• Service recovery
• Quality service
• Service process

Which of the folliwing is NOT a step you should take as part of the service recovery process?

• Apologize and thank the customer for bringing the issue to your attention
• Listen carefully to the customer's explanation
• Tell the customer that they need to do something, such as provide more information
• Propose solution options

The collective group of customers served by a particular retailer are referred to as that retailer's:

• Employees
• Competitors
• Management
• Clientele

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees:

• Reading
• Writing
• Sales skills
• Math

Which of the following describes a communicator who is straight to the point?

• Analytical
• Intuitive
• Functional
• Personal

Which of the following describes a communicator who wants process, detail, timelines, and well-thought-out plans?

• Analytical
• Intuitive
• Functional
• Personal

Which of the following describes a communicator who wants to hear about big-picture ideas?

• Analytical
• Intuitive
• Functional
• Personal

Which of the following describes a communicator who values relationships and connecting with people?

• Analytical
• Intuitive
• Functional
• Personal