Commerce and Trade 2022/3

Which is NOT a customer touchpoint that impacts the total retail experience?

• Product discovery

• Product support and customer service

• Investor relations

• Purchase, payment, fulfilment

Which statement is NOT true about customer services?

• The retailer must weigh the benefits of improving the services vs. costs.

• They have a strong impact on the total retail experience.

• Include services such as credit, parking, restaurant, babysitting.

• All customer services must be free.

The main objective for omnichannel retailing is to...

• Increase personal visits to their stores

• Provide opportunities for shoppers to get their questions answered

• Create a seamless cross-channel buying experience

• none of these

What was the big innovation in the retail industry following World War 2?

• self-service stores

• retail consolidation

• new types of mom and pop stores

• private label brands

The pandemic...

• slowed down the omnichannel retail trend.

• accelerated the omnichannel retail trend.

• did not impact the omnichannel retail trend.

• brought back the multichannel approach.

Which is NOT a cornerstone for a successful retail strategy?

• Customer service

• Relationship retailing

• Total retail experience

• Rapid expansion