Cashier Module 101 Quiz

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Cashier Module 101 Quiz - Quiz

This quiz tests the knowledge that you learned in the cashier customer service training module. In order to pass, a mark of 80% or higher is required. There is 5 multiple choice questions, and 5 fill in the blank.


Questions and Answers
  • 1. 

    Why is customer service so important to a corporation? 

    • A.

      It is required by law in order for the company to operate

    • B.

      Gives a company a competitive advantage

    • C.

      Wrong, customer service is merely an illusion

    • D.

      Makes the line ups go faster

    Correct Answer
    B. Gives a company a competitive advantage
    Explanation
    Customer service is important to a corporation because it gives the company a competitive advantage. Providing excellent customer service helps to build customer loyalty, attract new customers, and differentiate the company from its competitors. It enhances the overall customer experience, leading to higher customer satisfaction and increased customer retention. A company that prioritizes customer service is more likely to succeed in the market and outperform its competitors.

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  • 2. 

    Which item is NOT one of the five elements of the Highwood Difference?

    • A.

      Speed is the number one goal

    • B.

      Each customer is a person, and not just a transaction

    • C.

      "I don't know" is not a valid answer

    • D.

      No matter how big we grow, Highwood shall remain true to its original values

    Correct Answer
    A. Speed is the number one goal
    Explanation
    The given answer, "Speed is the number one goal," is not one of the five elements of the Highwood Difference. The other four elements mentioned in the question are: each customer is a person, and not just a transaction; "I don't know" is not a valid answer; no matter how big we grow, Highwood shall remain true to its original values. Therefore, speed is not included as one of the key elements that define the Highwood Difference.

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  • 3. 

    A customer has come to your till and informs you that he is very upset that you are out of a particular product, what is the best option to take?

    • A.

      Tell him that the product sells fast and that he should come to the store earlier

    • B.

      Tough luck, get back into your truck

    • C.

      Explain that it is a very popular item and that you will have more in tomorrow morning, then ask if you can put one on hold for him and call him when it is ready

    • D.

      Suggest that he visit Canadian Tire as they have lots

    Correct Answer
    C. Explain that it is a very popular item and that you will have more in tomorrow morning, then ask if you can put one on hold for him and call him when it is ready
    Explanation
    Although C is the best answer, if the customer needs the product immediately, then informing him that a competitor has the item is an acceptable solution

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  • 4. 

    Why is workplace conflict detrimental?

    • A.

      It not only looks bad to our customers, but creates a stressful working environment

    • B.

      Because it is completely prohibited and will result in immediate dismissal

    • C.

      Conflict actually increases productivity

    • D.

      It stresses the plants and therefore reduces the quality of our product

    Correct Answer
    A. It not only looks bad to our customers, but creates a stressful working environment
    Explanation
    Conflict is best when kept at a minimum as it stresses the idea of team mentality. Conflict of course cannot be completely prohibited as it is expected to sometimes happen; if it does escalate to a level that makes working horrible, a manager should be informed.

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  • 5. 

    A customer would like to know more about a product that you don't know much about, what can you do to gain more information?

    • A.

      Tell the customer to use the internet

    • B.

      Call the department where the product is from

    • C.

      Tell the customer that you don't know and stare blankly

    • D.

      Leave your till and find an associate in the respective department and ask them

    Correct Answer
    B. Call the department where the product is from
    Explanation
    To gain more information about a product that you don't know much about, the best course of action is to call the department where the product is from. By doing so, you can directly contact the experts or knowledgeable individuals who can provide accurate and detailed information about the product. This allows you to assist the customer effectively and provide them with the information they need.

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  • 6. 

    Each customer is a person, not just a ______________.

    Correct Answer
    transaction
    Explanation
    The given answer "transaction" is correct because it emphasizes that each customer is not just a business transaction, but a unique individual with their own needs, preferences, and experiences. This highlights the importance of treating customers as individuals and providing personalized service to enhance their satisfaction and loyalty. By recognizing customers as more than just transactions, businesses can build stronger relationships and better understand their customers' needs.

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  • 7. 

    Landscaping companies often pick up their product at the _______ ________ door.

    Correct Answer
    Will Call
    Explanation
    Landscaping companies often pick up their product at the "Will Call" door. "Will Call" is a term commonly used in the retail industry to refer to a designated area where customers can pick up their pre-ordered or reserved items. In this context, the landscaping companies are likely ordering their products in advance and then collecting them at the designated "Will Call" door, which is a convenient and efficient way for them to manage their product pickups.

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  • 8. 

    A _________ _________ is always present at the customer service desk, therefore it is a useful place to call with a question.

    Correct Answer
    Garden Master
    Explanation
    A Garden Master is always present at the customer service desk, therefore it is a useful place to call with a question.

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  • 9. 

    If a customer has a bad experience he/she may tell her friends, this is called: _______ ___ ________

    Correct Answer
    Word of mouth
    Explanation
    When a customer has a negative experience, they are likely to share it with their friends and acquaintances through informal conversations. This form of communication, where information spreads from person to person, is known as "word of mouth." It can have a significant impact on a business as it can influence the opinions and decisions of potential customers.

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  • 10. 

    Customer service can be fast, ___________, and _________

    Correct Answer
    friendly fun
    Explanation
    Customer service can be fast, friendly, and fun. This means that in addition to being efficient and prompt, customer service representatives should also create a positive and enjoyable experience for customers. They should be approachable, helpful, and maintain a friendly demeanor while assisting customers. Incorporating elements of fun into the customer service experience can also help to create a memorable and enjoyable interaction, leaving a positive impression on customers. This approach can contribute to customer satisfaction and loyalty.

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