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Customer Sales and Service Study Guide
questions and answers 2025/
1.Which Of The following Is a term for physical goods that are bought and sold? A. Sales B. Products C. Pricing D.Services - answerB. Products
2.Which Of The following Is a standard term that describes the audience of retail stores—that is, the people who will buy things from the stores? A. Manufacturers B. Wholesalers C. Buyers D. Customers - answerD. Customers
3.Which of the following Is a term for intangible things, such as providing delivery, that are sold by retailers? A. Gifts B. Training C. Services D. Products - answerC. Services
4.What kinds of things does a manufacturer produce? A. Raw materials B. Fossil fuels C. Services D. Finished products - answerD. Finished products
5.Which Of the following holds large quantities of product that are later sent either to retail locations or directly to customers? A. Manufacturer B, Wholesaler C. Distribution center D, Retailer - answerC. Distribution center
6.Which of the following terms best describes a grower of potatoes A. Manufacturer B. Wholesaler C. Distribution Center D. Retailer - answerA. Manufacturer
7.The majority of retailers are: A. Independently owned B. Corporations C. Franchises D. Online Only - answerA. Independently owned
8.Which of the following is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels? A. Multichannel B. Omnichannel C. Integrated Channel D. Seamless Channel - answerB. Omnichannel
9.Which of the following is the standard definition of a retail ecosystem? A. An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want. B. A group of stores that work together collaboratively to serve customers' needs.
D. Comparison shoppers - answerD. Comparison shoppers
14.These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase A. Innovation/ trend buyers B. Impulse buyers C. Recreational shoppers D. Comparison shoppers - answerC. Recreational shoppers
15.These customers have an early adopter mindset, and want to be recognized as trend setters by others A. Innovation/trend buyers B. Impulse buyers C. Recreational shoppers D. Comparison shoppers - answerA. Innovation/trend buyers
16.These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer A. Loyal customers B. Followers C. Recreational Shoppers D. Comparison Shoppers - answerA. Loyal customers
17.These shoppers are rarely the first to try new products A. Loyal customers B. Followers C. Recreational Shoppers D. Comparison Shoppers - answerB. Followers
18.Which of the following is the term for behavior influences that come from a customer's family and friends? A. External commercial cues B. External social cues C. Internal physical cues D. Retailer cues - answerB. External social cues
19.Which of the following is the term for behavior influences that come from retailer's marketing? A. External commercial cues B. External social cues C. Internal physical cues D. Retailer Cues - answerA. External commercial cues
20.Which of the following is the term for the behavior influence that comes from a customer's own needs? A. External commercial cues B. External social cues C. Internal physical cues D. Retailer Cues - answerC. Internal physical cues
21.Which of the following is the term for the overall impression gathered from 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 - answerD. Company brand
22.Which of the following is the term for the unique way that company employees act with each other and with customers A. Brand promise
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've asked to see? A. The location is on the other side of the store, so it would be a long walk for you B. You're not sure exactly where the product is located C. You're working with another customer and can't leave your area D. The customer doesn't seem likely to be able to afford the product - answerC. You're working with another customer and can't leave your area
What's the best way to respond when a customer asks a question about a product and you don't know the answers? A. Admit that you don't know the answer and take the customer to a coworker or supervisor who can help B. Give your best-guess answer and let the customer figure it out from there C. Suggest that the customer consider an alternate product that you are more familiar with, so you can better answer the customer's question D. Look for information on the product's packaging or on relevant signs - answerA. Admit that you don't know the answer and take the customer to a coworker or supervisor who can help
The type of mindset that best helps you grow and learn as an employee is called: A. A fixed mindset B. A growth mindset C. A product mindset D. A retail mindset - answerB. A growth mindset
The type of mindset that limits your ability to grow and learn as an employee is called: A. A fixed mindset B. A growth mindset C. A product mindset D. A retail mindset - answerA. A fixed mindset
A good way to help a customer form a good impression about you even before you interact with them is to: A. Be sure to always look busy B. Call out to the customer to get their attention C. Use nonverbal communication, such as having confident posture and making eye contact D. Approach the customer as soon as you see them, anywhere in the store - answerC. Use nonverbal communication, such as having confident posture and making eye contact
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 - answerC. An open-ended question
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer? A. A leading question B. An open question C. An open-ended question D. A closed-ended question - answerD. 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? A. Patient listening B. Foundational listening C. Active listening D. Passive listening - answerC. Active listening
Which of the following is the best way to demonstrate that you have understood a customer A. Restate and summarize their needs
C. "Do you buy clothes at second-hand stores?" D. "I like higher-end clothing brands myself, don't you?" - answerA. "What clothing brands do you usually prefer?"
If a customer was about to purchase a soccer ball, which of the following would be the best item to try and cross-sell? A. A basketball B. Soccer shorts C. A soccer goal frame and net D. A baseball bat - answerB. Soccer shorts
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 you're looking at, but at a lower price- it's on sale!" B. "I'm 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" - answerD. "Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00"
Which of the following best defines a loyalty program A. A marketing program that provides incentives to repeat customers who are loyal company brand shoppers B. A club for employees of a retailer to join C. A discount coupon or code that's made available to first-time customers D. A discount program aimed at people who shop with a retailer's competitors - answerA. A marketing program that provides incentives to repeat customers who are loyal company brand shoppers
Which of the following is a good transition statement that can lead to closing a sale? A. "Are you ready to buy this?" B. "Do you want to buy this today or come back later?"
C. "Would you like that folded or left on the hanger?" D. "Are you sure that's the shirt that you want to buy?" - answerC. "Would you like that folded or left on the hanger?"
Suppose a customer's purchase total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible? A. A $5 bill, 2 $1 bills, 1 dime, 1 penny B. A $5 bill, 3 $1 bills, 1 dime, 1 penny C. A $5 bill, 3 $1 bills, 11 pennies D. A $5 bill, 2 $1 bills, 11 pennies - answerB. A $5 bill, 3 $1 bills, 1 dime, 1 penny
Where are large bills, such as $50s and $100s, typically placed within a cash register? A. In the compartment with the $20s B. In the compartment with the $10s C. Wherever there's the most room D. Below the cash drawer - answerD. Below the cash drawer
Approximately what percentage of Americans use a credit or debit card for at least some of their purchases? A. 80-90% B. 50-60% C. 30-40% D. 10-20% - answerA. 80-90%
What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone? A. Escalate your tone to match the customer's tone B. Call a supervisor immediately C. Deny the customer's request D. Call security - answerB. Call a supervisor immediately
B. Competitors C. Management D. Clientele - answerD. Clientele
Which of the following is NOT an area of foundational knowledge that retailers look for in all employees: A. Reading B. Writing C. Sales skills D. Math - answerC. Sales skills
Which of the following describes a communicator who is straight to the point? A. Analytical B. Intuitive C. Functional D. Personal - answerA. Analytical
Which of the following describes a communicator who wants process, detail, timelines, and well- thought-out plans? A. Analytical B. Intuitive C. Functional D. Personal - answerC. Functional
Which of the following describes a communicator wants to hear about big-picture ideas? A. Analytical B. Intuitive C. Functional D. Personal - answerB. Intuitive
Which of the following describes a communicator who values relationships and connecting with people? A. Analytical B. Intuitive C. Functional D. Personal - answerD. Personal
Which of the following would be an appropriate use of language in an email: A. "Yes, I'm happy to help you!" B. "OK, no prob." C. "Will check w my mgr." D. "I'll run that by our Max team and get back to you." - answerA. "Yes, I'm happy to help you!"
The most common workplace injuries are: A. Slips, trips, and falls B. Injuries due to improper lifting C. Injuries due to workplace violence D. Powered equipment accidents - answerA. Slips, trips, and falls
Suppose that Bill and JoAnne are sales associates at a retailer. Bill says to JoAnne: "I'm not getting to work the shifts I want- I can't believe that Alexis only gave me 6 hours this week. I don't even think I can make my rent this month if this doesn't change." What's the problem that Bill is facing? A. He doesn't like the times when he works B. He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected C. He doesn't like his manager D. He wants to work in a different part of the store - answerB. He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected
Which of the following is NOT a concept that helps you manage your time effectively? A. Organizing
