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Worksheets

Customer Service Review

Total questions: 20

Worksheet time: 10mins

Name
Class
Date
1.

Which of the following is a term for physical goods that are bought and sold?

a)

sales

b)

products

c)

pricing

d)

services

2.

Which of the following is a standard term that describes the audience of retail stores- that is, the people who will buy things from the stores?

a)

Manufacturers

b)

Wholesalers

c)

Buyers

d)

Customers

3.

Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?

a)

Gifts

b)

Training

c)

Services

d)

Products

4.

What kinds of things does a manufacturer produce?

a)

raw materials

b)

fossil fuels

c)

services

d)

finished products

5.

Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?

a)

Manufacturers

b)

Wholesalers

c)

Distribution Center

d)

Retailer

6.

Which of the following terms best describes a grower of potatoes?

a)

Manufacturers

b)

Wholesalers

c)

Distribution Center

d)

Retailer

7.

A majority of retailers are:

a)

Independently owned

b)

Corporations

c)

Franchises

d)

Online only

8.

Which of the following is a term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?

a)

Multichannel

b)

Omnichannel

c)

Integrated Channel

d)

Seamless Channel

9.

Which of the following is the standard definition of a retail ecosystem?

a)

An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want

b)

A group of stores that work together collaboratively to serve the customers' needs

c)

A team of store employees who help each other

d)

A set of technological sustems that work together in order to make sure all products in a retailer's inventory are tracked and accounted for

10.

Approximately what percentage of U.S. jobs are retail, as of 2019?

a)

5-10%

b)

10-15%

c)

20-25%

d)

35-40%

11.

These customers take a long time to make a purchase decision, and might return to a retailer several times before making a purchase

a)

innovation/trend buyers

b)

impulse buyers

c)

recreational buyers

d)

comparison shoppers

12.

These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them

a)

innovation/ trend buyers

b)

impulse buyers

c)

recreational buyers

d)

comparison shoppers

13.

These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores, and comparing retailer ads

a)

innovation/trend buyers

b)

impulse buyers

c)

recreational shoppers

d)

comparison shoppers

14.

These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase

a)

innovation/ trend buyers

b)

impulse buyers

c)

recreational shoppers

d)

comparison shoppers

15.

These customers have an early adopter mindset, and want to be recognized as trendsetters by others

a)

innovation/trend buyers

b)

impulse buyers

c)

recreational shoppers

d)

comparison shoppers

16.

These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.

a)

loyal customers

b)

followers

c)

recreational shoppers

d)

comparison shoppers

17.

These shoppers are rarely the first to try new products

a)

loyal customers

b)

followers

c)

recreational shoppers

d)

comparison shoppers

18.

Which of the following is the term for behavior influences that come from a customer's family and friends?

a)

external commercial cues

b)

external social cues

c)

internal physical cues

d)

retailer cues

19.

Which of the following is the term for behavior influences that come from retailer's marketing?

a)

external commercial cues

b)

external social cues

c)

internal physical cues

d)

retailer's cues

20.

Which of the following is the term for behavior influences that come from a customer's own needs?

a)

external commercial cues

b)

external social cues

c)

internal physical cues

d)

retailer cues