Part 2 Customer Service & Sales Study Guide

Multiple Choice

Of the statements below, which best describes a loyalty program presented to customers?

• a program that rewards shoppers

• a program that incentivizes customers to be repeat customers

• a program presented to customers that costs money to be a part of

• a program that customers are automatically enrolled into when shopping at a retailer

Multiple Choice

Which type of experience are customers more likely to share with others?

• great customer service experiences

• good customer service experiences

• bad customer service experiences

Multiple Choice

How do you define the term "motivation"?

• Motivation is the driving force behind actions and behaviors aimed at achieving goals.
• Motivation is a type of food that energizes the body.
• Motivation refers to the amount of money earned from a job.
• Motivation is the process of learning new skills for personal development.

Multiple Choice

Which of the following is the term for the behavior influences that come from customer's own needs?

• External commercial cues

• External social cues

• Internal physical cues

• Retailer cues

Multiple Choice

Which of the following is the term for the behavior influences that come from retailer's marketing?

• External commercial cues

• External social cues

• Internal physical cues

• Retailer cues

Multiple Choice

Which of the following is a customer service body cue?

• A customer rolling their eyes.

• A customer asking where the detergent is.

• A customer asking a friend for the car keys.

• A customer saying they wished you still stocked the large bottles of Tide.

Multiple Choice

What is the THIRD stage of the Five Stage Decision Making Model?

• recognition of need

• evaluation of alternatives

• evaluate the purchase

• make purchase

Match

Please match the vocabulary word with the correct definition.

• Company Brand

• Brand Promise

• Product Brands

• Company Culture

overall impression gather by customers

benefit of doing business with them

products associated with merchandiser

personality of the business

• overall impression gather by customers

• benefit of doing business with them

• products associated with merchandiser

• personality of the business

Multiple Choice

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

• Is that the brand you want?

• How can I help you today?

• Is this for a special occasion?

• Are you looking for anything special today?

Multiple Choice

Which of the following describes a type of question that cannot reasonably be answered with a "yes" or "no"?

• A leading question

• An open question

• An open-ended question

• A close-ended question

Multiple Choice

Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?

• A leading question

• An open question

• An open-ended question

• A close-ended question

Multiple Choice

What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior to the transaction?

• Guided

• Impulse

• Instinct

• Conicidental

Multiple Choice

These customers tend to make quick purchase decisions, often buying in expensive items that are not of high importance to them,

• Innovation/trend buyers

• Impulse buyers

• Recreational shoppers

• Comparison shoppers

Multiple Choice

These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores and comparing retailer ads.

• Innovation/trend buyers

• Impulse buyers

• Recreational shoppers

• Comparison shoppers

Multiple Choice

These customers view shopping as a fun occasion, so shopping does not necessarily include a purchase.

• Innovation/trend buyers

• Impulse buyers

• Recreational shoppers

• Comparison shoppers

Multiple Choice

These customers have an early adopter mindset and want to be recognized as trendsetters by others.

• Innovation/trend buyers

• Impulse buyers

• Recreational shoppers

• Comparison shoppers

Multiple Choice

These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.

• Loyal customers

• Followers

• Recreational shoppers

• Comparison shoppers

Multiple Choice

These shoppers are rarely the first to try new products.

• Loyal customers

• Followers

• Recreational shoppers

• Comparison shoppers

Multiple Choice

Which of the following describes a communicator who is straight to the point?

• Analytical

• Intuitive

• Functional

• Personal

Multiple Choice

Which of the following describes a communicator who wants process, detail, timeliness and well thought out plans?

• Analytical

• Intuitive

• Functional

• Personal

Multiple Choice

Which of the following describes a communicator who wants to hear about "big picture" ideas?

• Analytical

• Intuitive

• Functional

• Personal

Multiple Choice

Which of the following describes a communicator who values relationships and connecting with people?

• Analytical

• Intuitive

• Functional

• Personal

Multiple Choice

Which of the following is not a concept that helps you manage your time effectively?

• Organizing

• Prioritizing

• Procrastinating

• Focusing

Multiple Choice

Which of the following is the term for the unique way that company employees act with each other and the customers?

• Brand promise

• Positive feeling

• Company culture

• Company brand

Multiple Choice

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?

• Brand promise

• Positive feeling

• Company culture

• Company brand

Multiple Choice

Which of the following best describes quality customer service?

• Delivering a positive, memorable experience that is more than what the customer expects.

• Adhering to company policies when processing returns.

• Doing exactly what the company procedures say to do.

• Offering free items to customers to keep them coming back.

Multiple Choice

The type of mindset that best helps you grow and learn as an employee is called:

• A fixed mindset

• A growth mindset

• A product mindset

• A retail mindset

Multiple Choice

The type of mindset that limits your ability to grow and learn as an employee is called:

• A fixed mindset

• A growth mindset

• A product mindset

• A retail mindset

Multiple Choice

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

• Patient listening

• Foundational listening

• Active listening

• Passive listening