CUSTOMER SERVICE CERTIFICATION REVIEW

Definition: This includes a variety of ways that dishonest people use the retailer's return system and processes for personal gain.

• Revolving credit

• Store credit

• Renting

• Refund fraud

Definition: The collective group of customers that are served by a specific retailer, when considered in total.

• Staff

• Personality

• Population

• Clientele

Definition: Modifications to products that help them best meet the needs of customers (for example, the tailoring of clothing items or installing additional memory in a laptop).

• Additions

• Improvements

• Alterations

• Fixtures

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

• Company culture

• Character brand

• Company brand

• Company architecture

Definition: When a customer takes previously purchased merchandise back to the retailer to receive a refund, exchange or store credit.

• Package switching

• Referral

• Product return

• Transaction

Definition: A method of theft where thieves change the ticket or price tag for a higher priced item with a lower priced sales ticket.

• Upselling

• Wardrobing

• Ticket switching

• Referral

Definition: The loss of inventory from causes other than sales, or when a retailer has fewer items than they should for reasons other than sales. Shrinkage (or shrink) is a measurement of inventory loss as a percentage of sales during a specific inventory period. It is used to forecast or account for losses in a retail balance sheet.

• Expansion

• Retail

• Spoilage

• Shrinkage

Definition: Also known as loyalty fraud, this refers to when thieves use stolen login information to access customer retailer accounts.

• Franchise

• Company brand

• Brand promise

• Account takeover

Definition: The practice of recommending additional products that complement the customer's purchase. They can be operational necessities like batteries or items that may contribute to a better or more complete experience for the customer.

• Cross-selling

• Average Sale

• Buying

• Personal Selling

Definition: A business that has shareholders through publicly traded stock and usually has centralized decision-making for its multiple store locations. Corporate-owned retailers include large chains such as Walmart, Kroger and Target.

• Franchise

• Partnership

• Proprietorship

• Corporation