Customer Service Midterm Review

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

• Doing exactly what company procedures say to do.

• Offering free items to customers in order to keep them coming back.

Which of the following does NOT describe a product feature?

• Price

• Flavor

• Texture

• Color

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 standard term that describes the audience of retail stores - that is, the people who will buy things from the stores?

• Manufacturers

• Wholesalers

• Buyers

• Customers

Tags

CCSS.RI.11-12.5

CCSS.RI.6.5

CCSS.RI.7.5

CCSS.RI.8.5

CCSS.RI.9-10.5

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

• Gifts

• Training

• Services

• Products

The majority of retailers are:

• Independently owned

• Corporations

• Franchises

• Online only

These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them.

• Innovation/trend buyers

• Impulse buyers

• Recreational shoppers

• Comparison shoppers

Tags

CCSS.RL.11-12.6

CCSS.RL.6.3

CCSS.RL.7.3

CCSS.RL.8.3

CCSS.RL.9-10.3

The type of mindset that best helps you grow and learn as an employee is called:

• A fixed mindset

• A growth mindset

• A product mindset

• A retail mindset

Tags

CCSS.RL.11-12.3

CCSS.RL.6.3

CCSS.RL.7.6

CCSS.RL.8.6

CCSS.RL.9-10.3

Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?

• A leading question

• A closed question

• An open-ended question

• A closed-ended question

Tags

CCSS.RI.2.1

CCSS.RI.3.1

CCSS.RL.1.1

CCSS.RL.2.1

CCSS.RL.3.1

What's the term for service that is designed to be tailored to a specific customer's needs and interests?

• Customer service

• Personalized service

• Quality service

• Helpful service

Tags

CCSS.RI.11-12.5

CCSS.RI.6.5

CCSS.RI.7.5

CCSS.RI.8.5

CCSS.RI.9-10.5