Retailing - Strand 3 - Customer Experience - 1 of 2

What is visual merchandising in retail?

• A practice of designing advertisements for seasonal promotions.

• The optimization of product presentation to highlight features and benefits.

• A system for tracking customer interactions at checkout.

• The process of rearranging store layouts to reduce clutter.

What is the primary purpose of visual merchandising?

• To attract and engage customers, motivating them to purchase.

• To provide detailed instructions for managing inventory.

• To increase employee productivity during peak hours.

• To standardize pricing for similar product categories.

What is the definition of store image?

• A retailer's online catalog and its usability for customers.

• The impression customers have of a store's products and experience.

• The number of promotions a store runs annually.

• The financial performance of a retail business over time.

How does store image relate to e-commerce?

• It reflects the product categories offered by the retailer.

• It includes layout, images, and total customer experience online.

• It determines the discount rate for digital promotions.

• It ensures employees are trained to handle customer queries.

What is customer service in retail?

• The design and placement of product displays in stores.

• The one-on-one interaction between a customer and a business.

• The process of calculating the average transaction value.

• The creation of promotional events to boost foot traffic.

What is the primary goal of good customer service?

• To increase customer satisfaction and encourage repeat business.

• To reduce the need for employee training and development.

• To lower the overall cost of customer support interactions.

• To provide discounts and offers to all store visitors.

What are customer satisfaction ratings?

• A measure of the percentage of satisfied customers compared to total ratings.

• A system for tracking sales revenue during promotional events.

• A tool used to determine the average customer transaction size.

• A metric for assessing product quality and manufacturing costs.

What does the net promoter score measure?

• The likelihood of customers recommending a business.

• The percentage of repeat purchases made by loyal customers.

• The total revenue generated from a specific product line.

• The average time customers spend in a store.

What is word of mouth in retail?

• Free advertising triggered by customer experiences.

• A method for calculating the average customer review score.

• A promotional strategy using paid social media influencers.

• A tool for managing employee feedback on store policies.

Why is customer service important for a retail business?

• It reduces the number of returns and exchanges processed annually.

• It directly impacts customer satisfaction and business reputation.

• It lowers the costs of hiring and training new employees.

• It simplifies the tracking of sales metrics across multiple stores.