Chapter 2, test 1 Flashcards

1
Q

What percentage of retail customers will repurchase

from a company if their complaints are handled quickly and pleasantly?

A

82%

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2
Q

How much more are consumers willing to spend for the same product at another store if the other will provide better service?

A

10%

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3
Q

What percentage of retail customers will refuse to go back to a store if they received poor service?

A

91%

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4
Q

When consumers receive good service, they will tell approximately how many people about it?

A

3

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5
Q

When consumers receive poor service, they tell an average how many people?

A

10

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6
Q

Complete the equation. Customers = ______________ = Wages =

________________.

A

customers, revenue, wages, employees

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7
Q

Name three ways that employee training programs are documented.

A

test scores, records of completion, and course certificates

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8
Q

Name three things you should do to better assist your customers.

A

learn the product info, using the product, understanding safety requirements

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9
Q

What is the most frequent request your customers will have?

A

locating a product in the store

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10
Q

What percent of retail employees have direct contact with customers?

A

60%

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11
Q

What is the “Raving Fan Concept”

A

an unlike customer that is satisfied with your service

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12
Q

The ability to provide good customer service is a result of learning and applying a combination of skills. Name three.

A

planning, problem solving, decision making

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13
Q

What is this diagram called?

A

service success loop

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