WorksheetsNRF Customer Service Unit 1
Total questions: 25
Worksheet time: 13mins
Which of the following is a term for physical goods that are bought and sold?
Pricing
Products
Services
Sales
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?
Buyers
Customers
Manufacturers
Wholesalers
Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
Products
Services
Gifts
Training
What kinds of things does a manufacturer produce?
Raw Materials
Fossil Fuels
Services
Finished 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 grower of potatoes?
Manufacturer
Wholesaler
Distribution Center
Retailer
The majority of retailers are:
Independently Owned
Corporations
Franchises
Online Only
Which of the following is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?
Omnichannel
Multichannel
Integrated Channel
Seamless channel
Which of the following is the standard definition of a retail ecosystem?
A group of stores that work together collaboratively to serve customers' needs.
A set of technological systems that work together in order to make sure all products in a retailer's inventory are tracked and accounted for.
An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.
A team of store employees who help each other.
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, and might return to a retailer several times before making a purchase.
Innovation/trend buyers
Impulse Buyers
Recreational shoppers
Comparison Shoppers
These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance.
Innovation/trend buyers
Impulse buyers
Recreational Shoppers
Comparison shoppers
These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores, and comparing retailer ads.
Innovation/trend buyers
Impulse Buyers
Recreational Shoppers
Comparison Shoppers
These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers have an early adopter mindset, and want to be recognized as a trendsetter by others.
Innovative/trend buyer
Impulse buyer
Recreational shopper
Comparison shopper
These customers have typically enjoyed repeated and valued positive customer experiences with a particular group.
Loyal customers
Followers
Recreational shoppers
Comparison shoppers
These shoppers are rarely the first to try new products.
Loyal customers
Followers
Recreational shoppers
Comparison shoppers
Which of the following 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 of the following is the term for the overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and services?
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?
Offering free items to customers in order to keep them coming back.
Adhering to company policies when processing returns.
Delivering a positive, memorable experience that is more than what the customer expected.
Doing exactly what company procedures say to do.
As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?
$20-$30 Million
$100-$150 Billion
$100-$150 Million
$60-$70 Billion
After one negative experience, approximately what percentage of people say they will never do business with that company again?
10%
20%
50%
75%
