Customer Service Chapter 1 TEST

A good retailer will try to be ...

• All things to all people

• All things to some people

• Some things to some people

• Some things to all people

Which of the following is NOT correct regarding the Distribution Process?

• Manufacturer - retailer - wholesaler - customer

• Online retailer - Manufacturer -customer

• Manufacturer - retail distribution center - retailer - customer

• Manufacturer - wholesaler - retailer - custom

Your ultimate goal as a sales associate is to:

• Meet your quota each month

• Provide service to as many customers as you can.

• Satisfy the customer

• Sale the most expensive items

The person who makes quick purchase decisions. These purchases are often fairly inexpensive items and don't have a high importance.

• Innovative Customer

• Diverse Shopper

• Impulse Shopper

• Recreational Shopper

Creating customer loyalty is rewarding for:

• The Store

• The sales associate

• The customer

• all of these

Brand loyal customers

• always shop at the same store

• always purchase the brand

• refuse to look at alternatives

• want the same employees to help them

Which of the following is a term for physical goods that are bought and sold?

• sales

• products

• pricing

• services

Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers.

• gifts

• training

• services

• products

What kinds of things does a manufacturer produce?

• raw materials

• fossil feuls

• services

• finished products

Which of the following hold large quantities of products that are later sent to retail locations or directly to the consumer?

• manufacturer

• wholesaler

• distribution center

• retailer