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WorksheetsNRF Customer Service & Sales Chp. 3 Review
Total questions: 40
Worksheet time: 42mins
True or False
A customer expects an overall purchase experience that satisfies their wants and needs and makes them feel that they are appreciated for shopping with the retailer.
True
False
How many customer expectations were listed in Chapter 3
6
8
10
12
Four customer expectations are:
*Solve my problem
*Understand my situation
*Offer discounts
*Surprise Me
*Solve my problem
*Understand my expectations
*Offer options
*Surprise Me
*Solve my puzzle
*Understand my experiences
*Offer options
*Surprise Me
*Solve my problem
*Understand my expectations
*Offer options
*Surprise mom
Four additional customer expectations are:
*Be consistent and reliable
*Deliver value
*Make it quick and easy for me
*Keep it confidential
*Be copying and relaying
*Deliver vitamins
*Make it quick and easy for me
*Keep it confidential
*Be cocky and resistant
*Deliver value
*Make it quiet and eary for me
*Keep it confidential
*Be confidential and readable
*Deliver value
*Make it quick and easy for me
*Keep it consistent
Choose ALL that apply -
When it's time to tailor the service experience to best fit the needs of each customer, consider the following:
Explain features as benefits
Appeal to their senses; demonstrate the product, if possible.
Share product stories and reviews.
Offer options and alternatives.
(a) alone are often not enough reason for a customer to buy; there must also be benefits that meet their needs.
Features alone are often not enough reason for a customer to buy; there must also be (a) that meet their needs.
True or False
The benefits, or why the product is an advantage for each customer, may be different.
True
False
Choose the 2 that apply-
To tailor the service experience to best fit the needs of each customer.
Consider the following:
Explain features as benefits.
Appeal to their senses; demonstrate the product, if possible.
Tell them to consider the competition
Offer them your employee discount
2 additional things you can consider when tailoring the service experience to best fit the needs of each customer.
Share product stories and reviews.
Offer options and alternatives.
Encourage your family and friends to shop.
Let kids of customers run free around the store.
Choose all that Apply
At a minimum, customers are able to experience many product features because they involve the senses. For example, you might want to:
Encourage a customer to feel a fabric's texture.
Ask a customer to view several TV screens in order to observe the differences in their pictures.
Offer a sample of the new type of cheese you just received.
Invite a customer to try using hardware or software, when possible.
What's the term for service that is designed to be tailored to a specific customer's needs
and interests?
Customer service
Quality service
Personalized service
Helpful service
What's the term for the delivery of a positive, memorable experience that is more than
what the customer expected?
Customer service
Quality service
Personalized service
Helpful service
Which of the following accurately defines "private-label" products?
Products that are available to be purchased only by a store's employees
Products whose names are not displayed on their packaging
Products that are sold only to a select group 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 stores
Which of the following questions is the most appropriate way for a retail associate understand
if a customer prefers inexpensive or expensive brands?
"What clothing brands do you usually prefer?"
"How much do you want to spend?"
"Do you buy clothes at second-hand stores?"
"I like higher-end clothing brands myself, don't you?"
If a customer was about to purchase a soccer ball, which of the following would be the best
item to try to cross-sell?
A basketball
Soccer Shorts
Soccer Goal Frame and Net
Basebal bat
Which of the following is an example of upselling?
"I also have this other laptop that has most of the same features as the one you're looking at,
but at a lower price-it's on sale!"
"I'm sure you'll love those basketball sneakers. Do you also need any T-shirts or shorts?"
"I love the TV model you're looking at; let me show you a different model with similar features,
for the same price, so you can see another brand."
"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00."
Which of the following best defines a loyalty program?
A marketing program that provides incentives to repeat customers who are loyal company
brand shoppers
A club for employees of a retailer to join
A discount coupon or code that's made available to first-time customers
A discount program aimed at people who shop with a retailer's competitors
Which of the following is a good transition statement that can lead to closing a sale?
"Are you ready to buy this?"
"Do you want to buy this today or come back later?"
"Would you like that folded or left on the hanger?"
"Are you sure that's the shirt that you want to buy?"
Suppose a customer's purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?
A $5 bill, 2 $1 bills, 1 dime, 1 penny
A $5 bill, 3 $1 bills, 1 dime, 1 penny
A $5 bill, 3 $1 bills, 11 pennies
A $5 bill, 2 $1 bills, 11 pennies
True or False
The value of a product or service is defined as the item's worth to the customer compared to other alternatives.
True
False
True or False
Asking open-ended questions is the best way to determine the customer's pricing preference indirectly.
True
False
Value is
defined as the item's worth to the customer compared to other alternatives
defined as deserving of
defined as conformity to a standard of right
defined as quality or power of a thing
refers to recommending additional products that complement the customer's purchase.
Cross-selling
Up-selling
Private-selling
Retail sales
The act of highlighting or revealing an extra value of product or directing the customer's attention to other products that may better satisfy their need, even when they may be more expensive.
Cross-selling
Up-selling
Private-selling
Retail sales
Add-on Services might include:
Choose ALL that apply
Warranty/Extended Warranty
Delivery and Installation
Layaway
Alterations
______ ________ are marketing programs that provide incentives to repeat customers who are loyal company brand shoppers.
Lovely Programs
Loaner Programs
Loyalty Programs
Little League Programs
POS stands for:
(a)
True or False
Retailers use mobile tablets, handheld devices, pay-by-phone, self-checkouts and point-of-sale (POS) systems to track items sold, process sales, hold cash and generate receipts.
True
False
NFC stands for
Never Fry Chicken
Near Field Communication
New Force Console
New Field Customers
UPC stands for
Universal Patron Customer
Universal Product Code
Uniform Product Code
Uniform Patron Customer
True or False
Most items have a barcode, called a Universal Product Code, or UPC, that is read by an optical scanner.
True
False
True or False
Mobile payments, such as Apple Pay or Google Pay, use a technology called Near Field Communication (NFC) to initiate secure, contactless payments between two devices, such as a terminal and a smartphone.
True
False
What grades do customers provide through surveys
Grades A, B, C, D, F
Grades A, B, C, D, E, F
Grades A, B, C, D
Grades A, C, D, F
Grade A represents
Extra-Mile Service
Courteous
Adequate
Discourteous
Grade B represents
Extra-Mile Service
Courteous
Adequate
Discourteous
Grade C represents
Extra-Mile Service
Indifferent
Adequate
Courteous
Grade F represents
Discourteous
Indifferent
Courteous
Adequate
Why is it helpful to explain the return policy to the customer?
To avoid confusion later
To make sure they return the product
To help them explain it to other customers
To show the power of return
Is credit or financing an add-on service?
Yes
No
