Ch3 CustSvc Review Selling and Service

A well defined _______ is the first element of a marketing strategy.

• Marketing Plan

• Demographic

• Target Market

• Merchandise Plan

When we say that customer records serve as “LIVING RECORDS,” what does that mean?

• They will change and evolve over time as the customer’s information and needs change.

• They will be edited over the year as the company’s sales goals change.

• They are dependent on the target market’s demographic.

• They will adapt from time to time because as your personal lives change, your customers’ lives change as well.

The self checkout lane at Walmart is an example of which model of selling products?

• Relationship Building Model

• Self Assessment Model

• Public Relations Model

• Self Service Model

Which retailers below offer the relationship building model of customer service. (choose two

• Target

• Armentor Jewelers

• Champagnes

• David's Bridal

Choose two retailers who offer the self service model of customer service.

• Walmart

• Champagnes

• Chili's

• Eddie's One Stop

TRUE or FALSE. Customer records are a vital aspect of customer service and should be shared with co-workers and potential new customers to attract new business.

• True

• False

(a)   % of our communication is NONVERBAL.

(a)   % of our communication is VERBAL.

If a customer is constantly checking the price tags on items, what might you do to assist?

• Give them space

• Hand them a calculator

• Offer them a pen and paper

• Inform them of special deals going on

Writing a THANK YOU CARD to your customers is a good way to ensure_________.

• They will tell their friends about you

• They will write a positive review of your company on social media

• They will return for future business

• They will not lose the receipt if they have to return or exchange the items purchased.