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WorksheetsAX Customer Experience
Total questions: 20
Worksheet time: 10mins
The Armani Exchange customer experience consists of _____ training layers.
2
10
5
7
Armani Exchange stands for:
Italian street style, urban wear
Putting people first, emotional connection to the brand
Digital connection
Diversity, unique, and celebration of genders
All of the above.
What is T (Trust) in the Armani Exchange customer experience?
Understanding and Adapting to the client
Welcome and & Ice-break.
Present and Try on.
Manage objections.
How are first impressions made?
10% Words (Verbal), 20% Vocal (tone of voice), 70% Body Language (visual).
15% Words (Verbal), 25% Vocal (tone of voice), 60% Body Language (visual).
7% Words (Verbal), 38% Vocal (tone of voice), 55% Body Language (visual).
9% Words (Verbal), 22% Vocal (tone of voice), 69% Body Language (visual).
Which characteristic best describes a Blue client based on Ned herman's wholegrain Model?
Logical.
Analytical.
Fact Based.
Quantitative.
All of the above.
Based on Ned Herman's wholegrain model, the following statement best applies to a ________ customer. "Customer preferences: Technical features of the product and materials".
Red.
Blue.
Yellow.
Green.
How can we become experts at C.A.B.?
Understanding our Customer Needs/Profile.
Learning all you can about the Armani Exchange brand.
Learning all you can about Product Knowledge.
All of the above.
Within the T (Trust) layer, how may you understand the customer needs?
Questioning.
Listening.
Observation.
All of the above.
What is the best way to manage objections?
With confidence
With product knowledge
With empathy
All the above
What affects traffic in a store?
Marketing, Brand, Location and Windows.
People, Brand/Product Knowledge, Music and Cleanliness.
Mannequin styling, Energy and Lighting.
All of the above.
Fitting Room and Cross Selling are part of which training pillar?
Smile.
React.
Advice.
Trust.
What does K.P.I. stand for?
Key Performance Importance.
Key Productivity Indicator.
Key Performance Indicator.
Key Productivity Initiative.
What are the main K.P.I. focus'?
Traffic, Conversion and U.P.T.
Conversion, U.P.T., A.D.S. and C.R.M.
A.D.S. Conversion, Returns and Traffic.
C.R.M. U.P.T. and Traffic.
What does C.A.B. mean?
Color Audience Benefits.
Characteristics Advantages Benefits.
Confidence Appreciation Balance.
None of the above.
True or False: Empathy is defined as; The ability to understand and share someone else's feelings or experiences by imagining what it would be like to be in that person's situation.
True.
False.
Which of the statements below is NOT considered a client's objection?
It is too expensive.
It’s not made in Italy.
I am not sure it looks good on me.
I would like to pay by card (visa/MC)
What year did Giorgio Armani take back 100% shares of A|X?
2005
2017
2014
2015
The original Icon Big Logo first appeared in
1994-95 Ad campaign
1991-92 Ad campaign
2000-01 Ad campaign
1999 Ad campaign
What year was Armani Exchange launched?
1981
1975
1991
1979
How will we be able to evolve with the new ways Retail Shopping?
Building our CRM and using it to clientele
Becoming confident in our selling techniques
Learning all we can on our brand and product
Having an open mind, ensuring we show empathy
All of the above
