Customer Service Chapter 1 Test Review

_____ are physical goods that are bought and sold.

• Products

• Sales

• Pricing

• Services

_____ are the audience of retail stores—that is, the people who will buy things from the stores.

• Customers

• Manufacturers

• Wholesalers

• Buyers

_____ are intangible things that are sold by retailers.

• Training

• Services

• Products

• Gifts

The majority of retailers are ______.

• Corporations

• Franchises

• Online only

• Independently owned

The term _____ would best describe a grower of potatoes.

• Wholesaler

• Distribution center

• Manufacturer

• Retailer

_____ places the focus on creating a seamless shopping experience by integrating multiple channels.

• Multichannel retailing

• Integrated retailing

• Seamless retailing

• Omnichannel retailing

These customers can take a long time to make a purchase decision, and might return to a retailer several times before making a purchase.

• Recreational shoppers

• Innovation/trend buyers

• Impulse buyers

• Comparison shoppers

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

• Innovation/trend buyers

• Impulse buyers

• Recreational shoppers

• Comparison shoppers

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

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

• Innovation/trend buyers

• Impulse buyers

• Recreational shoppers

• Comparison shoppers