2 additional things you can consider when tailoring the service experience to best fit the needs of each customer.

Encourage your family and friends to shop.

Let kids of customers run free around the store.

Choose all that Apply At a minimum, customers are able to experience many product features because they involve the senses. For example, you might want to:

Encourage a customer to feel a fabric's texture.

Ask a customer to view several TV screens in order to observe the differences in their pictures.

Offer a sample of the new type of cheese you just received.

Invite a customer to try using hardware or software, when possible.

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

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 stores

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

Products whose names are not displayed on their packaging

Products that are sold only to a select group of customers

Which of the following questions is the most appropriate way for 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?"

Which of the following is an example of upselling?

"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00."

"I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price-it's on sale!"

"I'm sure you'll love those basketball sneakers. Do you also need any T-shirts or shorts?"

"I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."

Which of the following best defines a loyalty program?

A marketing program that provides incentives to repeat customers who are loyal company brand shoppers

A club for employees of a retailer to join

A discount coupon or code that's made available to first-time customers

A discount program aimed at people who shop with a retailer's competitors

Which of the following is a good transition statement that can lead to closing a sale?

"Would you like that folded or left on the hanger?"

"Do you want to buy this today or come back later?"

"Are you sure that's the shirt that you want to buy?"

Suppose a customer's purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?

A $5 bill, 3 $1 bills, 1 dime, 1 penny

A $5 bill, 2 $1 bills, 1 dime, 1 penny

A $5 bill, 3 $1 bills, 11 pennies

A $5 bill, 2 $1 bills, 11 pennies

defined as the item's worth to the customer compared to other alternatives

defined as conformity to a standard of right

defined as quality or power of a thing

Why is it helpful to explain the return policy to the customer?

To make sure they return the product

To help them explain it to other customers

NRF Customer Service & Sales Chp. 3 Review

Quiz

•

Professional Development

•

Professional Development

•

Practice Problem

•

Medium

Aurella Green

Used 25+ times

FREE Resource

40 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 2 pts

True or False
A customer expects an overall purchase experience that satisfies their wants and needs and makes them feel that they are appreciated for shopping with the retailer.

True

False

2.

MULTIPLE CHOICE QUESTION

1 min • 2 pts

How many customer expectations were listed in Chapter 3

6

8

10

12

3.

MULTIPLE CHOICE QUESTION

1 min • 2 pts

Four customer expectations are:

*Solve my problem

*Understand my situation

*Offer discounts

*Surprise Me

*Solve my problem

*Understand my expectations

*Offer options

*Surprise Me

*Solve my puzzle

*Understand my experiences

*Offer options

*Surprise Me

*Solve my problem

*Understand my expectations

*Offer options

*Surprise mom

4.

MULTIPLE CHOICE QUESTION

1 min • 2 pts

Four additional customer expectations are:

*Be consistent and reliable

*Deliver value

*Make it quick and easy for me

*Keep it confidential

*Be copying and relaying

*Deliver vitamins

*Make it quick and easy for me

*Keep it confidential

*Be cocky and resistant

*Deliver value

*Make it quiet and eary for me

*Keep it confidential

*Be confidential and readable

*Deliver value

*Make it quick and easy for me

*Keep it consistent

5.

MULTIPLE SELECT QUESTION

1 min • 4 pts

Choose ALL that apply -
When it's time to tailor the service experience to best fit the needs of each customer, consider the following:

Explain features as benefits

Appeal to their senses; demonstrate the product, if possible.

Share product stories and reviews.

Offer options and alternatives.

6.

FILL IN THE BLANK QUESTION

1 min • 2 pts

________ alone are often not enough reason for a customer to buy; there must also be benefits that meet their needs.

7.

FILL IN THE BLANK QUESTION

1 min • 2 pts

Features alone are often not enough reason for a customer to buy; there must also be ________ that meet their needs.

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Professional Development

NRF Customer Service & Sales Chp. 3 Review

40 questions

True or False
A customer expects an overall purchase experience that satisfies their wants and needs and makes them feel that they are appreciated for shopping with the retailer.

How many customer expectations were listed in Chapter 3

Four customer expectations are:

Four additional customer expectations are:

Choose ALL that apply -
When it's time to tailor the service experience to best fit the needs of each customer, consider the following:

________ alone are often not enough reason for a customer to buy; there must also be benefits that meet their needs.

Features alone are often not enough reason for a customer to buy; there must also be ________ that meet their needs.

True or False
The benefits, or why the product is an advantage for each customer, may be different.

Choose the 2 that apply-
To tailor the service experience to best fit the needs of each customer.
Consider the following:

2 additional things you can consider when tailoring the service experience to best fit the needs of each customer.

Create a free account and access millions of resources

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Professional Development

NRF Customer Service & Sales Chp. 3 Review

40 questions

True or FalseA customer expects an overall purchase experience that satisfies their wants and needs and makes them feel that they are appreciated for shopping with the retailer.

How many customer expectations were listed in Chapter 3

Four customer expectations are:

Four additional customer expectations are:

Choose ALL that apply - When it's time to tailor the service experience to best fit the needs of each customer, consider the following:

________ alone are often not enough reason for a customer to buy; there must also be benefits that meet their needs.

Features alone are often not enough reason for a customer to buy; there must also be ________ that meet their needs.

True or FalseThe benefits, or why the product is an advantage for each customer, may be different.

Choose the 2 that apply-To tailor the service experience to best fit the needs of each customer. Consider the following:

2 additional things you can consider when tailoring the service experience to best fit the needs of each customer.

Create a free account and access millions of resources

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Professional Development

True or False
A customer expects an overall purchase experience that satisfies their wants and needs and makes them feel that they are appreciated for shopping with the retailer.

Choose ALL that apply -
When it's time to tailor the service experience to best fit the needs of each customer, consider the following:

True or False
The benefits, or why the product is an advantage for each customer, may be different.

Choose the 2 that apply-
To tailor the service experience to best fit the needs of each customer.
Consider the following: