RIF Review 2

Front

What contributes to a negative brand?

Back

inconsistent attributes and behaviors

Front

After a customer's tv breaks and the customer learns it can't be fixed, the customer looks online to learn more about which televisions are sold at different retailers nearby. Which phase of the customer cycle does this represent?

Back

Phase 2 - The customer considers different purchasing options.

Front

What can decrease customer satisfaction? Options: value for the dollar, a clean, safe, and easy-to-shop location, long times at checkout, a good assortment of products and services

Back

long times at checkout

Front

After purchasing a new car, a customer is satisfied with the service received from the sales person. Which phase of the customer life cycle does this example represent?

Back

Phase 4 - the customer likes or doesn't like their customer service experience

Front

In the customer loyalty life cycle, the customer has a want or a need, then considers different purchasing options. What step comes next?

Back

The customer chooses a buying option.

Front

In the customer service process, it is always important to greet the customer within

Back

30 seconds

Front

During the selling process, you assess the needs of the customer by asking questions that get the customer to provide details about what they want or need. These questions are typically NOT answered with a "yes" or "no." These questions are called

Back

Open-ended questions

Front

When you have key information about a company's products and services, and use that knowledge to help customers understand how these products and services meet their needs, you have

Back

product knowledge

Front

A customer makes a purchase and their transaction total is $23.47. The customer pays with $40 in cash. How much change should they receive?

Back

$16.53

Front

Which key performance indicator measures whether each store is meeting its sales goals? Options: number of sales per store location, number of sales per employee, profit made per sale, overall company growth

Back

number of sales per store location