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

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

• Brand promise

• Positive feeling

• Company culture

• Company brand

Which of the following best defines quality customer service?

• Delivering a positive, memorable experience

• Adhering to company policies when processing returns

• Doing exactly what company procedures say to do

• Offering free items to customers in order to keep them coming back

As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?

• $20-$30 million

• $100-$150 million

• $60-$70 billion

• $100-$150 billion

After one negative experience approximately what percentage of people say they will never do business with that company again?

• 10%

• 20%

• 50%

• 75%

What's the term for service that is designed to be tailored to a specific customer's needs and interest?

• Customer service

• Quality service

• Personalized service

• Helpful service

What's the term for delivery of a positive, memorable experience that is more than what the customer expected?

• Customer service

• Quality service

• Personalized service

• Helpful service

Which of the following accurately defines "private-label" products?

• Products that are available to be purchased only by a store's employee

• Products whose names are not displayed on their packaging

• Products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's store.

Which of the following questions is the most appropriate way or a retail associate understand if a customer prefers inexpensive or expensive brands?

• "What clothing brands do you usually prefer?"

• "How much do you want to spend?

• "Do you buy clothes at second-hand stores?"

• "I like higher-end clothing brands myself, don't you?"

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?

• A basketball

• Soccer shorts

• A baseball bat

• A soccer goal frame and net