WorksheetsCSS Chapter 1 Review (2020)
Total questions: 45
Worksheet time: 28mins
Your ultimate goal as a sales associate is to:
Meet your quota each month
Provide service to as many customers as you can
Satisfy the customer
Be the top sales associate in your department
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
Which of the following stakeholders is most likely to have profit as an objective?
Owners
Employees
Suppliers
Customers
After using her same car for 17 years, Tracey's mechanic told her that it would cost more to fix the transmission than what the car was worth. She decided it was time for a new car. In which stage of the buying process is Tracey involved? (CLO2)
Product selection
Need recognition
Information search
Product examination
Product purchase
Customer loyalty means (CLO1)
customers are committed to purchasing from the retailer and will seldom shop at competing stores.
customers have a high frequency of purchasing merchandise from the retailer.
customers have most recently shopped and purchased from the retailer.
customers make the highest amount of their purchases at one retailer and will be loyal to that retailer.
customers have positive emotions about a retailer and will be loyal to that retailer.
Multichannel and omnichannel retailers struggle to provide an integrated shopping experience, because (CLO1)
various channels demand various skills and unique resources.
they do not have intermediaries for supplying products.
they generally offer limited assortments in their channels.
multichannel retailing often results in a pyramid scheme.
merchandise is offered at the same price across channels.
Completely unplanned purchases are called as
Hedonic
Compulsive
Impulsive
Utilitarian
Distribution is deciding how:
Much it cost
Physically moving and storing goods
Getting a product setup
selling a product
Describe why good customer service is important
Bad customer service helps to retain customers and will maintain or increase sales
It helps retain and gain customers, which will help maintain or increase sales and ultimately profit.
When shopping online (E-Commerce), how might a business provide good customer service?
Provide FAQs, Contact us and live chat on their E-Commerce website to help answer customer questions
Have a customer service help desk, staff available to assist and staff serving on tills (EPOS) systems
Which of the following is a term for physical goods that are bought and sold?
Sales
Products
Pricing
Services
Which of the following is a standard term that describes the audience of retail stores (the people who will buy things)?
Manufacturers
Wholesalers
Buyers
Customers
Which is a term for intangible things that are sold by retailers?
Gifts
Training
Services
Products
Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?
Manufacturer
Wholesaler
Distribution Center
Retailer
Which of the following terms best describes a shoemaker?
Manufacturer
Wholesalers
Distribution Center
Retailer
The majority of retailers are
independently owned
corporations
franchises
online only
What percentage of retailers are independently owned?
25%
50%
70%
95%
Which of the following is the term for the retailing approach that places the focus on creating a "seamless shopping experience"?
Multichannel
Omnichannel
Integrated channel
Seamless channel
Which is the standard definition of a retail ecosystem?
An interconnected system of approaches for meeting the goal of retailing, to provide customers with merch and services 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
Approximately what percentage of U.S. jobs are retail jobs, as of 2019?
5-10%
10-15%
20-25%
35-40%
These customers can take a long time to make a purchase decision
Innovative/trend buyer
Impulse buyer
Recreational shopper
Comparison shopper
These customers often buy inexpensive items and make quick decisions
innovative/trend buyer
impulse buyer
recreational shopper
comparison shopper
These customers spend time checking out products and prices at different stores or sites and may compare ads.
Innovative/trend buyer
impulse buyer
recreational shopper
comparison shopper
These customers view shopping as fun and may not make a purchase.
innovative shopper
impulse shopper
recreational shopper
comparison shopper
These customers have an early adopter mindset, and want to be first or trendsetter.
Innovative shopper
impulse shopper
recreational shopper
comparison shopper
These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.
loyal customers
followers
recreational shoppers
comparison shoppers
These customers rarely are the first to try new products.
loyal customers
followers
recreational shoppers
comparison shoppers
Which is the term for behavior influences that come from a customer's family and friends?
External Commercial Cues
External Social Cues
Internal Physical Cues
Retailer Cues
Which of the following is the term for behavior influences that come from retailer's marketing?
External commercial cues
External social cues
Internal physical cues
Retailer cues
Which of the following is the term for behavior influences that come from a customer's own needs?
External Commercial Cues
External Social Cues
Internal Physical Cues
Retailer Cues
Which is the term for the overall impression gathered from information that is seen, heard, and experienced by customers?
Brand promise
Positive feeling
Company culture
Company brand
Which of the following is the term for the unique way that company employees act with each other and with customers?
Brand promise
Positive feeling
Company culture
Company brand
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 company procedures say to do
Offering free items to customers in order to keep them coming back
After one negative experience, approximately what percentage of people say they will never do business with that company again?
10%
20%
50%
70%
