Customer Service and Retail Knowledge Pretest

Which of the following is the primary goal of customer service?

• To make as many sales as possible

• To meet the customer’s needs and build loyalty

• To reduce inventory levels

• To advertise new products

A “target market” refers to:

• All people who shop in a store

• The specific group of customers a business wants to reach

• The competition in the area

• The company’s employees

Understanding customer needs is important because it helps employees:

• Save time restocking shelves

• Sell products customers actually want

• Avoid greeting customers

• Focus only on store policies

A customer’s buying motive is:

• The reason they purchase a product

• The salesperson’s sales goal

• The price discount offered

• The store’s advertising campaign

A customer who buys a product because it’s on sale is showing which buying motive?

• Emotional

• Rational

• Impulse

• Habitual

If a customer buys the same brand every time, this is called:

• Brand loyalty

• Impulse buying

• Cross-selling

• Comparison shopping

The most important factor in a positive first impression is:

• Price of products

• Employee appearance and attitude

• Number of employees

• Store decorations

When a customer says, “I’m just looking,” you should:

• Walk away immediately

• Smile and let them know you’re available if needed

• Ask them to leave

• Keep talking about products

A feature of a product is:

• What the product does for the customer

• A physical characteristic or fact about the product

• The price of the product

• The brand’s slogan

The benefit of a product is:

• Its design style

• The advantage it gives the customer

• How much it costs

• Where it’s made