CS/BOR-The Customer

Which of the following is a standard term that descries the audience of retail stores - that is, the people who will buy things from the stores? (1.1)

• Manufacturers

• Wholesalers

• Buyers

• Customers

Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers? (1.1)

• Gifts

• Training

• Services

• Products

What kinds of things does a manufacturer produce? (1.1)

• Raw material

• Fossil fuels

• Services

• Finished products

What term describes delivering a positive, memorable experience that is more than what the customer expected? (1.1)

• Customer service

• Quality customer service

• Service

• Sales

Jack is a customer who needs a 9-passenger van to bring his son’s basketball team to a Dave & Busters for a group outing.  He goes into the nearby vehicle rental office looking to rent a 9-passenger van, but another customer rented the last one available 2 hours earlier. Jack seems really needs that type of vehicle, and the closest rental office with this type of vehicle is 31 miles away. What is the sales associate’s best response?

• “I just rented the last 9-passenger van 2 hours ago. If you just would have gotten here earlier, I could have rented that on to you.”

• “I’m sorry but all the 9-passenger vans are all rented out. In the future, Next time go online to rent the van in advance. We only have a few of those types and they are really popular.”

• “I’m sorry but the 9-passenger van isn’t available anymore. Would you be interested in renting a 7-passenger van?”

• “We have a larger van available in case you’d like to consider other options. But if you really want the 9-passenger van, we also have an office 31 miles away. Would you like me to check if they have one available?”

Which option below demonstrates the best example of quality customer service?

• 1. Francis bagged the gentleman’s groceries making sure he put all the cold items together.

• Fred brought a booster seat and extra napkins to the table when he saw the couple had their toddler dining with them.

• 1. Chyna told the customer to have a nice day as she walked out of the store. 

• Terri swept the parking lot and picked up the buggies after she finished her cashier duties.

Customer relationship management increases sales and profits by increasing

• prices.

• product quality.

• customer loyalty.

• competition.

An example of the marketing strategy "testimonial" is...

• A customer complaining about a product on a review website.
• An expert, satisfied customer, or celebrity sharing their positive experience with a product or service.

• A company promoting their product through a TV commercial.
• Your neighbor endorsing a product on social media.

An example of the marketing strategy "repetition" is...

• Using the same message multiple times to reinforce the advertisement.

• Using a variety of different advertisements to target different audiences
• Only showing the advertisement once to create a sense of exclusivity
• Changing the advertisement every time to confuse the audience

An example of the marketing strategy "hype words" is...

• Using words like 'boring', 'dull', or 'uninspiring' to create excitement and anticipation for a product or service.
• Using words like 'revolutionary', 'breakthrough', or 'cutting-edge' to create excitement and anticipation for a product or service.
• Using words like 'outdated', 'obsolete', or 'old-fashioned' to create excitement and anticipation for a product or service.
• Using words like 'mediocre', 'average', or 'ordinary' to create excitement and anticipation for a product or service.