WorksheetsCustomer Service Review
Total questions: 59
Worksheet time: 15hrs 45mins
Which of the following is a term for physical goods that are bought and sold?
Sales
Product
Service
Pricing
Which of the following is a standard term that describes the audience of retail stores - that is, the people that will buy things from the stores?
Manufacturers
Wholesalers
Buyers
Customers
Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
Gifts
Training
Services
Products
What kinds of things does a manufacturer produce?
What kinds of things does a manufacturer produce?
Fossil Fuels
Services
Finished Products
Which of the following holds large quantities of products that are later sent either to retail locations or directly to customers?
Manufacturer
Wholesaler
Distribution Center
Retailer
Which of the following best describes a grower of potatoes?
Manufacturer
Wholesaler
Distribution Center
Retailer
The majority of US retailers are:
Independently Owned
Corporations
Franchises
Online Only
Which of the following is a term for the retailing approach that places the focus on creating a seamless shopping experience for customers by combining multiple channels?
Multichannel
Omnichannel
Integrated Channel
Seamless Channel
Which of the following is the definition of a retail ecosystem?
An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services that 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 and accounted for.
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
Impulsive Buyers
Recreational Shoppers
Comparison Shopper
These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them.
Innovation/Trend Buyers
Impulsive Buyers
Recreational Shoppers
Comparison Shoppers
These customers tent 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 trendsetters by others.
Innovation/Trend Buyers
Impulse Buyers
Recreational Shoppers
Comparison Shoppers
These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.
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 or 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?
Delivering a positive, memorable experience that is more than what the customer expected
Adhering to company policies when processing returns.
Doing exactly what the company procedures say to do.
Offering free items to customers in order to keep them coming back.
As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?
$20-30 Million
$100-150 Million
$60-70 Billion
$100-150 Billion
After one negative experience, aproximately what percentage of people say that they will never do business with that company again?
10%
20%
50%
75%
Which of the following does not describe a product feature?
Price
Flavor
Texture
Color
Which of the following is a valid reason, for you, as an employee, not to escort a customer to the location of a product that they have asked to see?
The location is on the other side of the store, so it would be a long walk for you.
You're not sure exactly where the product is located.
You're working with another customer and cannot leave your area
The customer doesn't seem to be able to afford the product.
What is the best way to respond when a customer asks a question about a product and you don't know the answer?
Admit that you don't know the answer and take the customer to a coworker or supervisor who can help.
Give your best guess and let the customer figure it out from there.
Suggest that the customer consider an alternative product that you are more familiar with, so you can better answer the customer's question.
Look for information on the product's packaging or on relevant signs.
The type of mindset that best helps you grow and learn as an employee is called:
Fixed Mindset
Growth Mindset
Product Mindset
Retail Mindset
A type of mindset that limits your ability to grow and learn as an employee is called:
Fixed Mindset
Growth Mindset
Product Mindset
Retail Mindset
A good way to help a customer form a good impression about you, even before you interact with them, is to:
Be sure to always look busy.
Call out to the customer to get their attention.
Use nonverbal communication, such as having confident posture and making eye contact.
Approach the customer as soon as you see them, anywhere in the store.
Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?
Leading Question
Open Question
Open-ended Question
Closed-ended Question
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?
Leading Question
Open Question
Open-ended Question
Closed-ended Question
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
Patient Listening
Foundational Listening
Active Listening
Passive Listening
Which of the following is the best way to demonstrate that you understood the customer?
Restate and summarize their needs.
Ask the customer to repeat what they said.
Restate the customer's exact words.
Ask the customer a follow up question.
What is 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 is the term for 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 actually defines "private-label" products?
Products available only for purchase by store employees
Products whose names are not displayed on their packaging.
Products that are only sold to select groups 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
Basketball shorts
Soccer goal frame and net
A baseball 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 that you are looking at - but at a lower price! It's on sale!"
"I'm sure you'll love those basketball sneakers. Do you 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 is made available to first-time shoppers.
A discount program aimed at people who shop with a retailer's competitors.
Which of the followng is a customer body language cue?
A customer rolling his eyes while looking around.
A customer asking "Where is the laundry detergent?"
A customer asking her friend for her car keys.
A customer saying "I wish you still carried the large bottles of Tide."
When is it an OK time to temporarily leave one customer in order to go help a second customer?
When the first customer is being difficult
When the customer is looking at alternate products
When the customer doesn't appear to really be likely to buy anything
When the customer seems likely to make a purchase
What is the specific term for the action a retailer makes to address a service failure?
Customer Service
Service Recovery
Quality Service
Service Process
Which of the following is NOT a step that you should take as part of the service recovery process?
Which of the following is NOT a step that you should take as part of the service recovery process?
Listen carefully to the customer's explanation
Tell the customer that they need to do something, such as provide more information
Propose solution options
The collective group of customers served by a particular retailer are referred to as that retailer's:
Employees
Competitors
Management
Clientele
Which of the following is NOT an area of foundational knowledge that retailers look for in all employees?
Reading
Writing
Sales Skills
Math
Which of the following describes a communicator who is straight to the point?
Analytical
Intuitive
Functional
Personal
Which of the following describes a communicator who wants process, detail, timelines and well-thought-out plans?
Analytical
Intuitive
Functional
Personal
Which of the following describes a communicator who wants to hear about big picture ideas?
Analytical
Functional
Intuitive
Personal
Which of the following describes a communicator that values relationships and connecting with people?
Analytical
Intuitive
Functional
Personal
Which of the following would be an appropriate use of language in an email:
"Yes, I'm happy to help you!"
"OK, no prob."
"Will check w my mgr."
"I'll run that by our Max team and get back to you."
The most common workplace injuries are:
Slips, trips and falls
Injuries due to improper lifting
Injuries due to workplace violence
Powered equipment accidents
Bill says to JoAnne: "I'm not getting the work shifts that I want-I can't believe that Alexis only gave me 6 hours this week. I don't even think I can make my rent this month if this doesn't change."
What is the problem that Bill is facing?
. He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected
. He doesn't like the times when he works.
He doesn't like his manager
He wants to work in a different part of the store
Which of the following is NOT a concept that helps you manage your time effectively?
Organizing
Prioritizing
Procrastinating
Focusing
Part of effective time management is prioritizing tasks. Which of the following is NOT a code that you would use when setting priorities?
Do
Delegate
Designate
Delay
If your total sales was $4,700 and had 38 transactions, what was your average sale?
$133.68
$123.68
$123.58
$123.00
Which of the following is a SMART goal?
. "I will improve my sales."
"I will improve my monthly sales volume by 20% by the end of March."
"I will increase my sales volume until my manager is happy with my performance."
"I will increase my monthly sales volume every month."
