customer service and sales

is a customer was about to purchase a soccer ball which of the following would be the best item to try to cross sell a. a basketball b. soccer shorts c. a soccerball frame and net d. a baseball bat

b. soccer shorts

the type of mindset that limits your ability to grow and learn as an employee is called a/ a fixed mindset b/ a growth mindset c/ a product mindset d/ a retail mindset

a/ a fixed mindset

whats the best way to respond when a customer asks a question about a product and you dont know the answer

a/ admit you dont know the answer and take the customer to a coworker or supervisor who can help

which of the following is a standard definition of a retail ecosystem

a/ an interconnected system of approaches for meeting the goal of retailing, who is to provide customers with the merchandise and services they want

the majority of retailers are a/ independently owned b/ corporations c/ franchises d/ online only

a/ independently owned

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

a/ innovation/ trade buyers

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

a/ loyal customers

which of the following terms best describes a grower of potatoes a/ manufacturer b/ wholesales c/ distribution center d/ retailer

a/ manufacturer

which of the following does not describe a product feature a/ price b/ flavor c/ texture d/ color

a/ price

which of the following is the best way to demonstrate that you have understood a customer

a/ restate and summarize their needs

which of the following is a term for physical goods that are bought and sold a/ sales b/ products c/pricing d/ services

b, products

what should you do if a customer argues that they are owed extra charge you dont think theyre right and they escalate their tone

b. call a supervisor immediately

whats the term for the delivery of a positive memorable experience that is more than whats the customer expected a. customer service b. quality service c. personalized service d. helpful service

b. quality service

the type of mindset that best helps you grow and learn as an employee is called a/ a fixed mindset b/ a growth mindset c/ a product mindset d/ a retail mindset

b/ a growth mindset

which of the following is a term for behavior influences that come from retailers marketing a/ external commercial cues b/ external social cues c/ internal physical cues d/ retailer cues

b/ external social cues

which of the following is the term for behavior influences that come from a customers family and friends a/ external commercial cues b/ external social cues c/ internal physical cues d/ retailer cues

b/ external social cues

these shoppers are rarely the first to try new products a/ loyal customers b/ followers c/ recreational shoppers d/ comparison shoppers

b/ followers

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 shoppers d/ comparison shoppers

b/ impulse buyers

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

b/ omnichannel

approximately what % of americans use a credit or debit card for at least some of their purchases a. 80-90 b. 50-60 c. 30-40 d. 10-20

a. 80-90

which of the following best defines a loyalty program

a. a marketing program that provides incentives to repeat customers who are loyal company brand shoppers

which of the following questions is the most appropriate way for a retail associate understand if a customer prefers inexpensive or expensive brands

a. what clothing brands do you usually prefer

Suppose a customer's purchase totaled $52.14, and the customer gives you $60.25. What's the correct change using the fewest bills and coins possible?

c.5 bill, 3 1 bills, 11 pennies

which of the following is a good transition statement that can lead to closing a sale

c.would you like that folded or left on the hanger?

approximately what is the percentage of the us jobs are retail jobs as of 2019 a/ 5-10% b/ 10-15% c/ 20-25% d/ 35-40%

c/ 20-25%

which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words a/ patient listening b/ foundational listening c/ active listening d/ passive listening

c/ active listening

which of the following describes a type of question that is designed to elicit a yes or no answer a/ a leading questions b/. an open question c/ an open ended question d/ a closed ended question

c/ an open ended question

which of the following describes a type of questions that cannot reasonably be answered with yes or no a/ a leading questions b/. an open question c/ an open ended question d/ a closed ended question

c/ an open ended question

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

c/ company culture

which of the following holds a 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

c/ distribution center

which of the following is the term for behavior influences that come from a customers own needs a/ external commercial cues b/ external social cues c/ internal physical cues d/ retailer cues

c/ internal physical cues

What's the term for service that is designed to be tailored to a specific customer's needs and interests? a. customer service b. quality service c. personalized service d. helpful service

c/ personalized service

these customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase a/ innovation/ trend buyer b/ impulse buyer c/ recreational shopper d/ comparison shopper

c/ recreational shopper

which of the following is a standard term for intangible things such as providing delivery, that are sold by retailers a/ gifts b/ training c/ service d/ products

c/ services

a good way to help a customer form a good impression about you even before you interact with them is to

c/ use non verbal communication such as having confident posture and making eye contact

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've asked to use

c/ youre working with another customer and cannot leave your area

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%

c/50%

As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service? a/ 20-30 million b/100-250- million c/60-70 billion d/ 100-150 billion

c/60-70 billion

where are large bills such as 50 and 100 typically placed with a cash register

d. below the cash drawer

which of the following accurately defines private label products

d. products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailers stores

which of the following is an example of upselling

d. would you like that as a meal, you can get friends and a medium drink for 2 extra dollars.

which of the following is a 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

d/ company brand

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 buyers d/ comparison buyers

d/ comparison buyers

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/ innovations/trend buyers b/ impulse buyers c/ recreational shoppers d/ comparison shoppers

d/ comparison shoppers

which of the following is a standard term that describes the audience of retail stores, that is the people who will but things from the store a/manufacturers b/wholesalers c/buyers d/customers

d/ customers

what kind of things does a manufacturer produce a/ raw materials b/ fossil fuels c/ services d/ finished products

d/ finished products

which of the following best defines quality customer service

d/ offering free items to customers in order to keep them coming back