RIF 2.1 and 2.2 RIF QUIZ

A company brand is best described as:

• The logo and design of a company

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

• The advertising messages used by the company

• The price of the company’s products

What is a brand promise?

• The company’s guarantee to always have the lowest prices

• The company’s future marketing plan

• Is an extension of the company brand, a benefit of doing business with them.

• A message only used in advertisements

What is considered a key brand promise for retailers?

• Low pricing

• High advertising spending

• Quality customer service

• Free shipping

Quality customer service means:

• Giving customers exactly what they ask for, nothing more

• Delivering a positive, memorable experience beyond customer expectations

• Offering discounts on most purchases

• Keeping service quick, even if it is impersonal

Which of the following is not a step in the Customer Loyalty Life Cycle?

• Customer has a want or need

• Customer researches company profits

• Customer considers different purchase options

• Customer tells others and becomes a loyal shopper

What is the correct order of the Customer Service Process?

• Respond → Listen → Deliver → Understand → Greet

• Greet → Understand → Deliver → Respond → Listen

• Listen → Greet → Understand → Deliver → Respond

• Greet → Listen → Understand → Respond → Deliver

One result of delivering quality customer service is:

• Satisfied, repeat customers that enhance profitability

• Increased advertising costs

• Fewer customer referrals

• Unsatisfied customers

How does technology help retailers in stores and online?

• It replaces all human employees with machines

• It makes tasks slower and more complicated

• It removes personal service from retail entirely

• It enables faster processes, data collection, and better customer communication

Which is an example of technology use by retailers?

• Ignoring customer buying habits

• Offering flexible payment options

• Eliminating customer feedback

• Relying only on cash payments

After one negative experience, approximately what percentage of people say they will never do business with that company again?

• 10%

• 20%

• 50%

• 75%