Understanding Customer Service in Retail

What is the primary role of customer service in retail businesses?

• To increase product prices

• To interact with customers and meet their expectations through high-quality assistance

• To reduce the number of customers

• To focus solely on online sales

Which of the following is a feature of good customer service?

• Ignoring customer feedback

• Building a rapport with the customer

• Delaying responses to customer queries

• Providing incorrect product information

Which principle is essential for good customer service?

• Impatience

• Empathy

• Rudeness

• Lack of product knowledge

In which situation do retail businesses typically interact with customers?

• When ignoring complaints

• When providing product information

• When avoiding sales

• When refusing after-sales support

How is customer service adapted for online retail?

• By reducing communication channels

• By offering click and collect services

• By eliminating delivery options

• By ignoring customer feedback

What type of retail customer might require personalised service?

• Existing customers only

• New customers only

• Customers with additional needs

• Customers who never shop online

What is a common expectation of modern retail customers?

• Limited product availability

• Secure payment options

• Lack of after-sales support

• Inaccessible product information

How can retail businesses meet customer expectations online?

• By offering no delivery options

• By providing express delivery and easy returns

• By ignoring data security

• By limiting payment methods

Which research tool is used to gather primary customer feedback?

• Internet research log

• Mystery shopper checklist

• Newspaper articles

• Television advertisements

What is good practice when conducting customer research?

• Using only secondary research

• Selecting a biased sample

• Recording information accurately

• Ignoring participant feedback