NRF Customer Service & Sales Chp. 3 Review

Front

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.

Back

True

Front

How many customer expectations were listed in Chapter 3?

Back

8

Front

Four customer expectations are:
*Solve my problem
*Understand my expectations
*Offer options
*Surprise Me

Back

Solve my problem, Understand my expectations, Offer options, Surprise Me

Front

Four additional customer expectations are: *Be consistent and reliable *Deliver value *Make it quick and easy for me *Keep it confidential

Back

*Be consistent and reliable
*Deliver value
*Make it quick and easy for me
*Keep it confidential

Front

________ alone are often not enough reason for a customer to buy; there must also be benefits that meet their needs.

Back

Features

Front

Features alone are often not enough reason for a customer to buy; there must also be ________ that meet their needs.

Back

benefits

Front

True or False: The benefits, or why the product is an advantage for each customer, may be different.

Back

True

Front

What's the term for service that is designed to be tailored to a specific customer's needs and interests?

Back

Personalized service

Front

What's the term for the delivery of a positive, memorable experience that is more than what the customer expected?

Back

Quality service

Front

Which of the following accurately defines "private-label" products?

Back

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.