Customer Service Ch 1

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
• Impulse buyers
• Recreational shoppers
• Comparison shoppers

Which of the following is a term for physical goods that are bought and sold?

• Sales
• Products
• Pricing
• Services

Which of the following is a standard term that describes the audience of retail stores that is, the people who will buy things from the stores?

• Manufacturers
• Wholesalers
• Buyers
• Customers

A good retailer will try to be

• All things to all people
• All things to some people
• Some things to some people
• Some things to all people

Which of the following is an inaccurate description regarding the distribution process?

• Manufacturer, retailer, wholesaler, customer
• Manufacturer, customer
• Manufacturer, retail distribution center, retail customer
• Manufacturer, wholesaler, retailer, customer

The person who makes quick purchase decisions. These purchases are often fairly inexpensive items and don't have a high importance.

• Innovative customer
• Diverse Shopper
• Impulse Buyer
• Recreational Shopper

Your ultimate goal as a sales associate is to:

• Meet your quota each month
• Provide service to as many customers as you can
• Satisfy the customer

Creating customer loyalty is rewarding for:

• The store
• The sales associate
• The customer
• All of the above

Brand loyal customers:

• Always purchase from the same store
• Ask for a particular make by name
• Either of the above

Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?

• Gifts
• Training
• Services
• Products