1) Which is NOT part of the Customer Service Process? a) Greet b) Listen c) Understand d) Respond e) Argue f) Deliver 2) Which is NOT a good reason for retailers to use technology in stores and online? a) Make tasks faster and easier for customers and employees b) Data collection tu understand customer buying behaviors c) to be able to stay in touch with friends and family while working d) communicate with customers through email, texts, and apps e) Improve the company's competitive advantage f) Identify and minimize risks and liabilities 3) How customers DO NOT use retail technology: a) company website b) mobile apps c) self-service kiosks & self-checkouts d) QR codes e) digital signage f) text competitive companies 4) Is the custom loyalty life cycle important? a) yes b) no c) sometimes 5) Which of the following is the term for the overall impression gathered form information that is seen, heard, and experienced by customers who encounter a business, its products, and services? a) brand promise b) positive feeling c) company culture d) company brand 6) Which of the following best defines quality customer service? a) delivering a positive, memorable experience that is more than what the customer expected b) adhering to company policies when processing returns c) doing exactly what company procedures say to do d) offering free items to customers in order to keep them coming back 7) After one negative experience, approximately what eprcentage of people say they will never do business with that company again? a) 10% b) 20% c) 50% d) 75% 8) What is NOT a way to make a connection with a customer? a) acknowledge b) welcome c) introduce d) ignore e) ask 9) Which of the following is NOT a step in the basic selling process? a) make a connection b) recite product features c) personalize service d) assess needs 10) Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"? a) a leading question b) an open question c) an open-ended question d) a closed-ended question 11) Which of the following describes a question that is designed to elicit/get a "yes" of "no" answer? a) a leading question b) an open question c) an open-ended question d) a closed-ended question 12) Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words? a) patient listening b) foundational listening c) active listening d) passive listening 13) Which of the following is the best way to demonstrate that you have understood a customer? a) restate and summarize their needs b) ask the customer to repeat what they said c) restate the customer's exact words d) ask the customer a follow-up question 14) Which of the following is an example of upselling? a) "I also have this other laptop that has most of the same features as the one y, but at a lower price - it's on sale!" b) "I'm not sure you'll love those basketball sneakers. Do you also need any T-shirts or shorts?" c) "I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand." d) "Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00." 15) If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell? a) a basketball b) soccer shorts c) a soccer goal frame and net d) a baseball bat 16) Is it important to explain a return policy to customers? a) yes b) no 17) Which of the following is NOT a way to personalize service to meet customer needs? a) sharing product knowledge and reviews b) demonstrating products c) offer no alternatives d) offer multiple alternatives and solutions e) present loyalty programs 18) Is it important to listen to customers actively and confirm their needs? a) yes b) no c) sometimes 19) Which of the following is NOT a way to handle multiple customers at the same time? a) ask for permission b) wait for permission c) greet d) have them get in a line e) thank f) reengage

Customer Service & Sales 2.1 & 2.2

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