CS&S Knowledge Check Ch 2 & 3

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 a product that they're 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 sure exactly where the product is located
• You're working with another customer and can't 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 that 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 our from there
• Suggest that the customer consider an alternate product that you are more familiar with, so you can better answer the customer's questions
• Look for information on the product's packaging or on relevant signs

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

• A fixed mindset
• A growth mindset
• A product mindset
• A retail mindset

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

• A fixed mindset
• A growth mindset
• A product mindset
• A retail mindset

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

• Be sure to always look busy
• Call out to the customer to get their attention
• Use nonverbal communication, such as having 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 type of question that cannot reasonably be answered with a "yes" or "no"?

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

Which of the following describes a type of question that is designed to elecit a "yes" or "no" answer?

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

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

• Patient listening
• Foundational listening
• Active listening
• Passive listening

Which of the following is the best way to demonstrate that you have understood a customer?

• Restate and summarize their needs
• Ask the customer to repeat what they said
• Restate the customer's exact words
• Ask the customer a follow-up question