Customer Service Review (Scenarios)

Zoe has opened a small shop where she sells handmade crafts to customers. What is the process of selling these products to earn a profit?

• Marketing

• Retail

• Advertising

• Distribution

Elijah runs a small bakery and wants to know who are the people that purchase goods or services from his business?

• Suppliers

• Employees

• Customers

• Managers

Ava runs a small business where she buys and sells physical goods. What are these goods called?

• Services

• Products

• Ideas

• Concepts

Abigail is starting a new business and is focusing on transactions that do not involve physical items. What are these intangible transactions known as?

• Products

• Services

• Goods

• Merchandise

Zoe is opening a new store in her neighborhood. What is the goal of her retailing business?

• To increase production

• To provide customers with the merchandise and services they want

• To reduce costs

• To expand globally

Mia is working on a project about sustainability in retail. What does her project involve?

• Increasing profits

• Reducing staff

• Creating net positive environmental, social, and community benefits

• Expanding market share

Maya is conducting a survey to understand customer wants. This can help her better assess what?

• Market trends

• Customer needs

• Product quality

• Sales targets

Liam is working at a tech store and needs to assist customers in choosing the right gadgets. What is product and/or service knowledge?

• Information learned and used to help customers understand how a product or service will meet their needs

• A list of available products

• A summary of sales figures

• A description of company policies

What can product features be?

• Only seen

• Touched, tasted, seen, smelled, and/or heard

• Only smelled

• Only heard

Benjamin has started a new job in customer service at a retail store. What kind of mindset should he have to succeed in his role?

• Fixed Mindset

• Growth Mindset

• Negative Mindset

• Static Mindset