The act of highlighting or revealing an extra value of a product or directing the customer’s attention to other products that may better satisfy their need, even when they may be more expensive

The subjective worth that an item or service has for the customer compared to other alternatives

A service that allows customers to make a deposit on merchandise which stays at the store and then pay for it over time until it is completely paid off

Modifications to products that help them best meet the needs of customers

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 store

A guarantee to the purchaser by the product manufacturer promising to repair or replace the item for a specific period of time

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

Offered in installment financing through an internal lending business or third-party provider who loans money to the customer to buy their product

What is the term for service that is designed to be tailored to a specific customer’s needs and interests?

What is the term for the delivery of a positive, memorable experience that is more than what the customer expected?

The tangible attributes of a product is called:

The intangible reasons why the customer wants a product or service is called:

Which of the following are ways to Personalize Service to meet your customers needs? Check all that apply.

Which of the following are ways to Personalize Service to meet your customers needs? Check all that apply.

The best way to determine the customer’s pricing preference indirectly is by

When you understand why the customer wants an item, you are better able to present the right _____ to help them make a buying decision.

Whether the customer wants or needs a product or service, has a question, needs to return something or has engaged with the retailer for any reason, every interaction should be considered an opportunity to build a positive relationship with the customer

Customers expect to have their wants, needs, and feelings acknowledged and understood, which requires active listening and showing the customer that you "got it." It also involves patience since some customer interactions take longer than others and that's OK. Customers expect that effort will be put into serving them and courtesy and care shown to them.

Customers want choices; it empowers them to make the best decision to meet their needs. You help customers make decisions by presenting options that meet their needs and providing information that may influence their choices.

Positive surprises are actions that go above and beyond to exceed customer expectations. Retailers often have unique ways to please customers in this way.

Customers expect that you will treat them in a consistent way and do what you say you're going to do. When you deliver on this, it increases their confidence in you and in the retailer.

Value does not always mean the lowest price. While price is a part of the equation, value also includes the customer service experience and the product or service knowledge provided to help make buying decisions.

Many shoppers are busy and in a hurry. If the buying process is overly slow or complex, a customer might abandon the purchase altogether. It's your job to make things as easy as possible and convey a sense that you are working as efficiently as you can.

It is essential that you keep customer information private. This includes payment data, addresses and phone numbers, sizes, spending amounts, and other sensitive information.

As the sales associate, you should greet each customer in a

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

Which of the following is an example of upselling?

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?

Every interaction with the customer is a unique opportunity to build a relationship between the customer, the retailer, and the sales associate. It takes a bit of effort that can generate lasting, positive results including customer loyalty.

Please check all of the boxes to state your understanding: