CSS Chapter 2 Quiz

What is product knowledge?

• Knowing only the price of the product

• Information used to help customers understand how a product will meet their needs

• Knowing all the competitor's products

• Memorizing all products in the store

Which of the following is a product feature?

• Color, size, flavor, scent

• Saves time

• Increases efficiency

• All of the above

What is an example of a product benefit?

• Recycled stainless steel

• Can wash more clothes at once

• Comfort-grip handle

• Lid with rotating cover

What should retail employees do if they can't leave their job area to help a customer?

• Tell the customer to find it on their own

• Apologize and provide specific directions to the product

• Ignore the customer

• Ask the customer to come back later

Why is product location awareness important in retail?

• It helps you avoid unnecessary conversations

• It allows employees to offer better customer service by assisting customers in finding products

• It is not very important

• It makes products harder to locate

What should an employee do when helping a customer locate a product?

• Physically take the customer to the product location

• Ignore the request

• Give the customer vague directions

• Ask them to find it themselves

What is an open-ended question?

• A question that can be answered with 'yes' or 'no'

• A question that requires a detailed response

• A rhetorical question

• A question that limits conversation

Which of the following is an example of an open-ended question?

• “Do you need help with that?”

• “What features are you looking for in a running shoe?”

• “Is this your final choice?”

• “Are you happy with your selection?”

Why is it important to keep learning about products and services?

• To stay up-to-date with new trends and provide better customer service

• To avoid selling outdated products

• To replace older stock faster

• It’s not important to learn new products once you know the basics

How can an employee grow their product knowledge?

• Only rely on experience in the store

• Participate in training opportunities, such as role-plays and peer-to-peer learning

• Only study competitor products

• Focus only on older products