Which of the following is the definition of a retail ecosystem ?

An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services that they want.

A group of stores that work together collaboratively to serve customers' needs.

A team of store employees who help each other.

A set of technological systems that work together in order to make sure all products in a retailer's inventory are tracked and accounted for.

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 the company procedures say to do.

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

Which of the following is a valid reason, for you, as an employee, not to escort a customer to the location of a product that they have asked to see?

You're working with another customer and cannot leave your area

The location is on the other side of the store, so it would be a long walk for you.

You're not sure exactly where the product is located.

The customer doesn't seem to be able to afford the product.

What is the best way to respond when a customer asks a question about a product and you don't know the answer?

Admit that you don't know the answer and take the customer to a coworker or supervisor who can help.

Give your best guess and let the customer figure it out from there.

Suggest that the customer consider an alternative product that you are more familiar with, so you can better answer the customer's question.

Look for information on the product's packaging or on relevant signs.

A good way to help a customer form a good impression about you, even before you interact with them, is to:

Use nonverbal communication, such as having confident posture and making eye contact.

Call out to the customer to get their attention.

Approach the customer as soon as you see them, anywhere in the store.

Which of the following is the best way to demonstrate that you understood the customer?

Restate and summarize their needs.

Ask the customer to repeat what they said.

Restate the customer's exact words.

Ask the customer a follow up question.

Which of the following actually defines "private-label" products?

Products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores.

Products available only for purchase by store employees

Products whose names are not displayed on their packaging.

Products that are only sold to select groups of customers.

Which of the following questions is the most appropriate way for a retail associate understand if a customer prefers inexpensive or expensive brands?

"What clothing brands do you usually prefer?"

"How much do you want to spend?"

"Do you buy clothes at second-hand stores?"

"I like higher-end clothing brands myself, don't you?"

Which of the following is an example of upselling?

"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00."

"I also have this other laptop that has most of the same features as the one that you are looking at - but at a lower price! It's on sale!"

"I'm sure you'll love those basketball sneakers. Do you need any T-shirts or shorts?"

. "I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."

Which of the following best defines a loyalty program?

A marketing program that provides incentives to repeat customers who are loyal company brand shoppers.

A club for employees of a retailer to join.

A discount coupon or code that is made available to first-time shoppers.

A discount program aimed at people who shop with a retailer's competitors.

Which of the followng is a customer body language cue?

A customer rolling his eyes while looking around.

A customer asking "Where is the laundry detergent?"

A customer asking her friend for her car keys.

A customer saying "I wish you still carried the large bottles of Tide."

When is it an OK time to temporarily leave one customer in order to go help a second customer?

When the customer seems likely to make a purchase

When the first customer is being difficult

When the customer is looking at alternate products

When the customer doesn't appear to really be likely to buy anything

Which of the following is NOT a step that you should take as part of the service recovery process?

Tell the customer that they need to do something, such as provide more information

Which of the following is NOT a step that you should take as part of the service recovery process?

Listen carefully to the customer's explanation

Customer Service Review Quiz

59 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which of the following is a term for physical goods that are bought and sold?

Sales

Product

Service

Pricing

2.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

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

Manufacturers

Wholesalers

Buyers

Customers

3.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

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

Gifts

Training

Services

Products

4.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

What kinds of things does a manufacturer produce?

Fossil Fuels

Services

Finished Products

5.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which of the following holds large quantities of products that are later sent either to retail locations or directly to customers?

Manufacturer

Wholesaler

Distribution Center

Retailer

6.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which of the following best describes a grower of potatoes?

Manufacturer

Wholesaler

Distribution Center

Retailer

7.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

The majority of US retailers are:

Independently Owned

Corporations

Franchises

Online Only

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Customer Service Review

Which of the following is a term for physical goods that are bought and sold?

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

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

What kinds of things does a manufacturer produce?

Which of the following holds large quantities of products that are later sent either to retail locations or directly to customers?

Which of the following best describes a grower of potatoes?

The majority of US retailers are:

Which of the following is a term for the retailing approach that places the focus on creating a seamless shopping experience for customers by combining multiple channels?

Which of the following is the definition of a retail ecosystem?

Approximately what percentage of U.S. jobs are retail jobs, as of 2019?

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