Strand 3: Customer Experience - Review

What is visual merchandising?

• The practice of presenting products to highlight features and benefits

• The use of customer surveys to improve store policies

• The study of how to arrange store finances for profit

• A method of tracking customer purchases for loyalty programs

What does "store image" refer to?

• The overall impression customers have of the store

• The number of products displayed on shelves

• The visual design of a business logo

• The rating system for employee performance

What is the primary goal of customer service?

• To maintain employee satisfaction

• To ensure customers have a positive shopping experience

• To create visually appealing store layouts

• To track inventory levels and pricing

What do customer satisfaction ratings measure?

• How often customers visit a store within a month

• The effectiveness of promotional campaigns

• How well products and services meet customer expectations

• The likelihood of a store achieving its financial goals

How is a net promoter score calculated?

• By dividing total customer reviews by the number of sales

• By multiplying customer visits by satisfaction scores

• By adding total purchases to inventory on hand

• By subtracting detractors from promoters as a percentage

What is word of mouth in marketing?

• Creating surveys for customers to leave feedback

• Direct advertising from the business to its customers

• When customers share their experiences with others

• The use of social media to advertise a product or service

What does the term "customer experience" encompass?

• The entire interaction a customer has with a business

• The process of training employees to manage inventory

• The promotional campaigns used to attract customers

• Only the customer’s satisfaction with product prices

Why is visual merchandising important in retail?

• It encourages employees to provide better service

• It allows customers to navigate a store’s website easily

• It optimizes product presentation to boost sales

• It helps ensure employees are trained efficiently

How can a store improve its net promoter score?

• By ensuring customers are satisfied enough to recommend the store

• By redesigning its logo and branding materials

• By hiring more employees to handle customer complaints

• By increasing the number of products displayed online

Which of the following is an example of customer service?

• Updating the store’s visual displays for a new product launch

• Tracking the store’s inventory using specialized software

• Designing a promotional campaign for a holiday sale

• Providing detailed answers to customer questions about products