3.4 Good customer services

Employees demonstrating excellent product knowledge to potential customers is one of the first stages in:

• Logistics

• Procurement

• Supply chain management

• The sales process

Providing wide aisles, exciting visual displays and explaining how a purchase would benefit a customer is an example of:

• Customer engagement

• Visual merchandising

• Post sales service

• Product knowledge

A large supermarket offers a range of payment options for customers to choose from. This is meeting the customer need of:

• Friendliness

• Speed

• Convenience

• Product information

Which of the following would be a reason why a customer may choose to purchase a product on line rather than in store?

• The product can be easily and quickly tested for suitability

• Increased product variety

• Payment of delivery charges

• Payment details can be stored by the business

An electrical retailer offers a 3 year warranty on all purchases made. This is an example of which stage in the sales process?

• Product knowledge

• Closing the sale

• Customer engagement

• Post sales service

Amazon prides itself on which area of customer service?

• Speed of delivery
• Free delivery on all items
• Price matching products that are cheaper elsewhere
• Guaranteed time of delivery

Which of the following would a clothing retailer use to encourage customers to purchase its products on line?

• Unique packaging

• Emailed receipts

• Providing loyalty cards

• Videos of models wearing the clothing

Arranging for deliveries to be ordered on line but collected in store is called:

• Customer ordering

• Click and collect

• E-commerce

• Click and bricks

Which of the following would be an important way that an upmarket restaurant could provide excellent standards of customer service to its customers?

• Offer a discount on the next visit

• Attentive and knowledgeable waiting staff

• Images of every dish on its menu

• Low prices

A business increasing the number of sales that it achieves as a proportion of the total number of sales in the market is said to have experienced an increase in:

• Profitability

• Customer numbers

• Repeat business

• Market share