Retail Fundamentals Part 2

A _______________ is the overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and services.

• experience

• advertisement

• product

• service

A _________________ is an extension of the company brand, a benefit of doing business with them. Quality ____________________ is a key brand promise for retailers.

• brand

• service

• product

• experience

__________________ delivering a positive, memorable experience that is more than what the customer expected. It leads to ________________, ________________ customers enhancing a retailer’s reputation and profitability.

• Exceeding

• Disappointing

• loyal

• Meeting

• satisfied

One of the foundational __________________ required for an employee to provide quality customer service is an understanding that every customer interaction is __________________ and every customer deserves a great experience.

• skills

• important

• tools

• irrelevant

Retail employees always need to be (a)   to customers!

• attentive
• distracted
• indifferent
• rude

______________________ Service process.

• 5-step

• 3-step

• 7-step

• 10-step

Match the following actions with their purposes in retail technology.

• Make purchases faster and easier for customers and employees.

• deliveries

• Ensure timely arrival of goods to stores and customers.

• transactions

• Promote products to increase sales and customer awareness.

• advertisements

• Keep track of stock levels to prevent shortages or overstock.

• inventory checks

Enable comprehensive data collection to best understand customer ________________ behaviors.

• shopping

• eating

• sleeping

• traveling

Communicate with (a)   through email, texts, and apps.

• customers
• friends
• colleagues
• family

Offer flexible ________________________ options.

• payment

• delivery

• subscription

• warranty