Customer Service and Sales Fundamentals Quiz

What do department stores offer?

• Specialty products and personalized service

• Good service and a broad variety of products

• Discounted prices and limited service

• High-quality products and low prices

Who produces the product?

• Retailer

• Wholesaler

• Innovative customer

• Manufacturer

What are closed-ended questions?

• Questions that cannot be answered

• Questions that have multiple correct answers

• Questions that require detailed explanations

• Questions that evoke one-word answers

What are off-price retailers?

• Retailers that sell products in bulk directly to consumers

• Retailers that offer brand name merchandise at a discount

• Retailers that focus on deep but narrow assortments

• Retailers that combine a supermarket and a department store

Who is the innovative customer?

• The buyer who wants to be the first to purchase and own the latest merchandise

• The customer who spends time searching for the best price or deal

• The customer who waits to see what the latest trends will be

• The customer who shops for fun and doesn't always make a purchase

What is active listening?

• The presence of a physical storefront and face-to-face customer experiences

• The method by which consumers acquire products and services

• The act of taking care of the customer's needs by providing professional service

• A structured form of listening and responding that focuses on the speaker

What are franchises?

• The license granted to another party to market a company's goods or services

• Retail operations with customer transactions possible through multiple connected channels

• Off-price stores that offer an assortment of brand-name merchandise at a discount

• Salespeople contacting customers directly in convenient locations

What is the target market?

• The customer who spends time searching for the best price or deal

• The buyer who wants to be the first to purchase and own the latest merchandise

• The person who makes quick buying decisions

• The defined customer who has the need, desire, and ability to buy a retailer's products

What are open-ended questions?

• Questions that have multiple correct answers

• Questions that cannot be answered

• Questions that evoke one-word answers

• Questions that require detailed explanations

What is value?

• More than just price, a measure of the total benefit

• A physical need such as hunger or thirst

• Advantages or rewards of product features

• Quantifiable information about a customer