Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Customer Service Credential Exam Prep > Chapter 1 > Flashcards

Chapter 1 Flashcards

1
Q

Retail Industry Overview

Retail is a business that sells

highlighted textbook old version pg. 7

A

Products and services to the consumer

highlighted textbook old version pg. 7

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Retail Industry Overview

The method consumers acquire products and services is

highlighted textbook pg. 7 (11 pdf)

A

Retailing

highlighted textbook pg. 7 (11 pdf)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Retail Industry Overview: Product Distribution Channel

The four product distribution channels are:

Retailers are a link in the distribution channel,
connecting customers w

NRFF Rise Up CSS Slides #10-13

A

1 ) Manufacturer - Wholesaler - Retailer - Customer

2) Manufacturer - Retail Distribution Center - Retailer - Customer
3) Retailer (Online Order) - Manufacturer- Customer
4) Manufacturer - Customer

Retailers are a link in the distribution channel,
connecting customers w

NRFF Rise Up CSS Slides #10-13

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Retail Industry Overview | Consumer Behavior: Why People Buy

A PHYSICAL CUE might be when a friend says, “I hear a new burger restaurant just opened downtown— let’s try it.” True or False”

highlighted textbook pg. 15 (19 pdf)

A

FALSE

Correct Answer: Social Cue

highlighted textbook pg. 15 (19 pdf)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Retail Industry Overview | Consumer Behavior: Why People Buy

Often a customer’s interest in a product is created by a ____ which is a cue (social or commercial) or a drive (personal) that motivates a person to act

highlighted textbook pg. 15 (19 pdf)

A

STIMULUS

highlighted textbook pg. 15 (19 pdf)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Retail Industry Overview | Consumer Behavior: Why People Buy

The data collected to help retailers better understand the customer needs _________________.
___________ is quantifiable information such as household size, income, education, occupation, and place of residence.

highlighted textbook pg. 15 (19 pdf)

A

Demographics

highlighted textbook pg. 15 (19 pdf)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Retail Industry Overview | Consumer Behavior: Why People Buy

A good retailer will not try to be

highlighted textbook pg. 15 (19 pdf)

A

All Things to all people

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Retail Industry Overview | Consumer Behavior: Why People Buy

A retailer’s ability to sell products and services to customers depends largely on its

highlighted textbook pg. 15 (19 pdf)

A

1) Understanding of the customer needs
2) Customer habits
3) Customer purchase behavior

highlighted textbook pg. 15 (19 pdf)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Retail Industry Overview | No Two Customers Are Alike

Understanding the various types of customers will allow you to personalize your service, which will lead to a better ______

highlighted textbook pg. 14 (18 pdf)

A

Customer Experience

highlighted textbook pg. 14 (18 pdf)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Retail Industry Overview | The Customer Loyalty Cycle

Give the six steps in the CUSTOMER LOYALTY LIFE CYCLE

NRFF Rise Up CSS Slides #36

A

1) Customer has a want or need
2) Customer considers different purchase options
3) Customer chooses a buying option
4) Customer likes or does not like the experience
5) Customer purchases from the retailer again
6) Customer tell others and becomes a LOYAL CUSTOMER

NRFF Rise Up CSS Slides #36

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Retail Industry Overview | Types of Customers

This customer is loyal to a specific store based on repeated and valued positive customer experience with the retailer or the products.

A

LOYAL CUSTOMER

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Retail Industry Overview | Types of Customers

This customer finds out what is trendy before making a purchase

A

FOLLOWER

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Retail Industry Overview | Types of Customers

This customer likes to be the first to purchase the newest technology, fashion, or car, as well as try the just opened restaurant and see the newest movie.

A

INNOVATIVE/TREND BUYER

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Retail Industry Overview | Types of Customers

This customer makes quick purchase decisions, often for inexpensive items without high importance to the buyer

A

IMPULSE BUYER

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Retail Industry Overview | Types of Customers

This customer views shopping as a fun occasion

A

RECREATIONAL SHOPPER

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Retail Industry Overview | Types of Customers

This customer spends lots of time checking out products and prices through online sites, visiting different stores, comparing advertisements, etc.

A

COMPARISON SHOPPER

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Retail Industry Overview | Diversity in the Retail Industry

Similar to multichannel retailing with the focus on creating a seamless consumer experience through any and all shopping channels: mobile, tablet, computer, brick-and-mortar stores, television, radio, direct mail, and catalog.

highlighted textbook pg. 9 (13 pdf)

A

OMNICHANNEL

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

Retail Industry Overview | Diversity in the Retail Industry

Retail operations offering customer transactions through multiple connected channels, including some or all of the following: brick-and-mortar stores, online store sites, mobile apps, and telephone.

A

MULTICHANNEL

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Types of Ownership

The license granted to another party to market a company’s goods or services in a particular territory.

A

FRANCHISE

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

Types of Ownership

A company that operates multiple stores under common ownership

A

CORPORATE CHAIN

21
Q

Types of Ownership

A single store or a small regional chain. These retailers are often able to tailor their offerings to meet the demand of the local consumer.

A

INDEPENDENT ESTABLISHMENT

22
Q

Diversity in the Retail Industry

These stores sell a wide variety of goods including food, alcohol, and medicine.

A

SUPERMARKETS

23
Q

Diversity in the Retail Industry

These stores offer an assortment of brand-name merchandise at a significant discount off the manufacturer’s price. They buy from manufacturers and retailers at roughly one-forth the original price.

A

CLOSEOUT STORES

24
Q

Diversity in the Retails Industry

Wholesale Clubs sell products directly to the consumers. This places them in the unique role of both wholesaler and retailer. True or False?

A

TRUE

25
Q

Diversity in the Retail Industry

Department Stores are classified as general merchandisers. They offer good service and a broad variety and assortment of products of mid-to-high quality. True or False?

A

TRUE

26
Q

Diversity in the Retail Industry

These retailers offer brand-name merchandise at a discount.

A

OFF-PRICE RETAILERS

27
Q

Diversity in the Retail Industry

These retailers offer a broad variety of merchandise, limited service, and low prices

A

DISCOUNT STORES

28
Q

Diversity inthe Retail Industry

This segment focuses on deep but narrow assortments with a high level of customer service.

A

SPECIALTY STORES

29
Q

Diversity in the Retail Industry

These stores typically combine a supermarket and a department store, resulting in a gigantic retail facility that carries an enormous range of products, from apparel to groceries to automotive supplies, all under one roof

A

SUPERCENTERS

30
Q

Diversity in the Retail Industry

These stores sell secondhand clothes and other household goods, typically to raise funds for a charitable institution.

A

THRIFT STORES

31
Q

Diversity in the Retail Industry

Salespeople contact customers directly in a convenient location often at a customer’s home and demonstrate product benefits, take orders, and deliver the products or perform the services (Amway, Mary Kay, Avon, Pampered Chef)

A

DIRECT SELLING

32
Q

Diversity in the Retail Industry

These retailers started online and continue to do all their business that way (Amazon, eBay, Zappos)

A

PURE PLAY

33
Q

Diversity in the Retail Industgry

These general merchandise stores are easily accessible and small in size, with quick shopping and easy checkout

A

CONVENIENCE STORES

34
Q

The Distribution Channel

The Products are produced by the

A

MANUFACTURER

35
Q

The Distribution Channel

The ____ buys large quantities of products directly from the manufacturer, breaks them into smaller units, and sells the smaller units to retailers

A

WHOLESALER

36
Q

Consumer Behavior, Why we Buy

A COMMERCIAL CUE may be an ____ message from the restaurant telling consumers about the products

A

ADVERTISING

37
Q

Exceptional Customer Service Means Extraordinary Business

A dissatisfied customer is more likely to tell friends and family about their experience than satisfied customers. True or False?

A

TRUE

38
Q

What is Customer Service

The ability to provide good customer service is a result of learning and applying a combination of skills that include:

A

1) PLANNING
2) PROBLEM SOLVING
3) DECISION MAKING
4) CRITICAL THINKING
5) PROFESSIONALISM
6) RESPECT
7) AND MORE

39
Q

What is Customer Service

Customer Service is not a ____

A

SKILL

40
Q

Consumer Behavior, Why we Buy

What are the FIVE STAGE DECISION MAKING PROCESS

A

1) NEED RECOGNITION
2) INFORMATION SEARCH
3) EVALUATION OF ALTERNATIVES
4) PURCHASE
5) POST-PURCHASE EVALUATION

41
Q

Consumer Behavior, Why we Buy

An individual may be motivated to engage in the purchase decision process after

A

EXPOSURE TO A CUE

42
Q

Consumer Behavior, Why we Buy

A SOCIAL CUE is when a friend says, “I hear there is a new restaurant opened downtown — let’s try it.” True or False?

A

TRUE

43
Q

The Distribution Channel

The __ receives, stores, displays, and sells the products to customers

A

RETAILER

44
Q

Retail Industry Overview

What is the process of selling products and/or services to customers to earn a profit.

NRFF Rise Up CSS Slides Chapter 1 pg. 7

A

Retail

NRFF Rise Up CSS Slides Chapter 1 pg. 7

45
Q

Retail Industry Overview

A business or person that sells products and/or services to customers. Merchandise or services are selected based on the needs of a specific store, region, or community.

NRFF Rise Up CSS Slides Chapter 1 pg. 7

A

Retailer

NRFF Rise Up CSS Slides Chapter 1 pg. 7

46
Q

Retail Industry Overview

____________are people who purchase goods or services from a business.

NRFF Rise Up CSS Slides Chapter 1 pg. 7

A

Customers

NRFF Rise Up CSS Slides Chapter 1 pg. 7

47
Q

Retail Industry Overview

____________ also called merchandise, are physical goods that are bought and sold, such as food, clothes, and household
items.

NRFF Rise Up CSS Slides Chapter 1 pg. 7

A

Products

NRFF Rise Up CSS Slides Chapter 1 pg. 7

48
Q

Retail Industry Overview

_________ are intangible (they can’t be physically owned by the customer) transactions, such as lawn mowing, hair care services and personal training. Retailers sell products and services in stores, online and/or directly from individuals, such
in-home consultants.

NRFF Rise Up CSS Slides Chapter 1 pg. 7

A

Services

NRFF Rise Up CSS Slides Chapter 1 pg. 7

49
Q

Retail Industry Overview

The ____________ is to provide customers with the merchandise and services they want—when, where, and how they
want to purchase them.

NRFF Rise Up CSS Slides Chapter 1 pg. 7

A

goal of retailing

NRFF Rise Up CSS Slides Chapter 1 pg. 7

Customer Service Credential Exam Prep (5 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions