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, it’s products, and it’s services?

• Brand promise
• Positive feeling
• Company culture
• Company brand

Which of the following best defines quality customer service?

• Delivering a positive, memorable experience that is more than what the customer expected
• Adhering to company policies when processing returns
• Do exactly what company procedures say to do
• Offering free items to customers to keep them coming back

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

• 10%
• 20%
• 50%
• 75%

After purchasing a new car, a customer is satisfied with the service received from the sales person. Which phase of the customer life cycle does this example best represent?

• Phase 4 - The customer likes or doesn't like their customer experience
• Phase 1 - Customer has a want/need
• Phase 3 - Customer goes to the store to buy the item
• Phase 2 - Customer loyalty life cycle

After a customer's television breaks and the customer learns it can't be fixed, the customer looks online to learn more about which televisions are sold at the different retailers nearby. Which phase of the customer life cycle does this example best represent?

• Phase 1 - Customer has a want/need
• Phase 4 - The customer likes or doesn't like their customer experience
• Phase 2 - The customer considers different purchasing options
• Phase 3 - Customer goes to the store to buy the item

In the customer service process, it's always important to greet the customer within:

• 5 minutes or so
• It's ok not to greet
• Whenever you see them
• 30 seconds

The unique way that employees interact with each other and their customers. Also, the personality of the company:

• Distribution mentality
• Company culture
• Shopper expectations
• Brand promise

Retailers use technology in stores and online to:

• Make easier and faster to complete for employees and customers
• Monitor all the places they are
• Limit product selection
• Prevent customers from shopping