Retailing: Tutorial 8

Retail is detail

• True

• False

The shopping environment drives which:

• Price Elasticity

• Competition

• Customer Experience

• Customer Survey Data

The degree to which a product or service meets a customer's expectations is called _____.

• Customer loyalty

• Customer affiliation

• Rate of return

• Customer satisfaction

Only customer perception drives satisfaction

• True

• False

It is more expensive to find new customers than to get repeat business.

• True

• False

Which is NOT part of the store environment?

• Carpark

• Sounds

• Visuals

• Smells

What is the definition of customer service?

• Help provided by a business to its advertisers

• Help provided by a business to its customers

• When a business creates a marketing campaign

• When a business sells products

Which of the following is a true statement about customer service?

• Customers are satisfied when employees behave in a respectful manner

• Customers are satisfied when transactions go smoothly

• Customers are satisfied when questions are answered in a timely manner

• All of the answers are true statements about customer service.