WorksheetsCustomer Service Ch 1
Total questions: 25
Worksheet time: 13mins
Name
Class
Date
1.
These customers can 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 shoppers
d)
Comparison shoppers
2.
Which of the following is a term for physical goods that are bought and sold?
a)
Sales
b)
Products
c)
Pricing
d)
Services
3.
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
4.
A good retailer will try to be
a)
All things to all people
b)
All things to some people
c)
Some things to some people
d)
Some things to all people
5.
Which of the following is an inaccurate description regarding the distribution process?
a)
Manufacturer, retailer, wholesaler, customer
b)
Manufacturer, customer
c)
Manufacturer, retail distribution center, retail customer
d)
Manufacturer, wholesaler, retailer, customer
6.
The person who makes quick purchase decisions. These purchases are often fairly inexpensive items and don't have a high importance.
a)
Innovative customer
b)
Diverse Shopper
c)
Impulse Buyer
d)
Recreational Shopper
7.
Your ultimate goal as a sales associate is to:
a)
Meet your quota each month
b)
Provide service to as many customers as you can
c)
Satisfy the customer
8.
Creating customer loyalty is rewarding for:
a)
The store
b)
The sales associate
c)
The customer
d)
All of the above
9.
Brand loyal customers:
a)
Always purchase from the same store
b)
Ask for a particular make by name
c)
Either of the above
10.
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
11.
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?
a)
Multichannel
b)
Omnichannel
c)
Integrated channel
d)
Seamless channel
12.
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
13.
These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.
a)
Loyal customers
b)
Follers
c)
Recreational shoppers
d)
Comparison shoppers
14.
These customers are rarely the first to try new products.
a)
Loyal customers
b)
Followers
c)
Recreational shoppers
d)
Comparison shoppers
15.
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
16.
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 cues
17.
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?
a)
Brand promise
b)
Positive feeling
c)
Company culture
d)
Company brand
18.
Which of the following is the term for the unique way that company employees act with each other and with customers?
a)
Brand promise
b)
Positive feeling
c)
Company culture
d)
Company brand
19.
What kind of things does a manufacturer produce?
a)
Raw materials
b)
Fossil fuels
c)
Services
d)
Finished products
20.
Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?
a)
Manufacturer
b)
Wholesaler
c)
Distribution center
d)
Retailer
21.
Which of following terms best describes a grower of potatoes?
a)
Manufacturer
b)
Wholesaler
c)
Distribution center
d)
Retailer
22.
The majority of retailers are:
a)
Independently owned
b)
Corporations
c)
Franchises
d)
Online only
23.
Which of these 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 customers' needs.
c)
A team of store employees who help each other
d)
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
24.
After one negative experience, approximately what percentage of people say they will never do business with that company again?
a)
10%
b)
20%
c)
50%
d)
75%
25.
Which of the following offers customers the opportunity to interact with the multiple options in their ecosystem?
a)
Multichannel retailing
b)
Omnichannel retailing
c)
Manufacturers
d)
Distribution Centers
100 %
