Customer Service Chapter 1

Question 1

Compromised of all business activities that add value to the products and services customers buy, includes Merchandise assortment, packaging, and customer service

Answer 1

Retailing

Question 2

Distribution Channel

Answer 2

Manufacturer -> Wholesaler -> Retailer -> Customer

Question 3

Closeout stores are owned by the manufacturer or retailer.

Answer 3

False

Question 4

a retailer that specializes in a specific product

Answer 4

Specialty Store

Question 5

places focus on creating a seamless customer experience

Answer 5

Omnichannel

Question 6

The method which consumers acquire products and services

Answer 6

Retailing

Question 7

chain of business through which a good or service passes until it reaches the end customer

Answer 7

Distribution Channel

Question 8

who produces the products?

Answer 8

Manufacturer

Question 9

Who buys large quantities of products and resells them?

Answer 9

Wholesaler

Question 10

who receives, stores, displays, and presents the products to the customers?

Answer 10

Retailer

Question 11

stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturer’s price

Answer 11

Closeout stores

Question 12

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

Answer 12

Convenience store

Question 13

these stores offer good service and a broad variety and assortment of products of mid-to-high quality.

Answer 13

Department Store

Question 14

Salespeople contact customers directly in a convenient location, often at the customer’s home; demonstrate product benefits; take orders; and deliver the products or perform the services. Ex. Rainbow Vacuum

Answer 14

Direct Selling

Question 15

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

Answer 15

Discount Stores

Question 16

offer brand-name merchandise at a discount. the merchandise typically consist of excess inventory, closeouts, and irregulars

Answer 16

Off-price retailers

Question 17

Stores that offer off-price goods that are owned by the manufacturer or retailer.

Answer 17

Outlet Stores

Question 18

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

Answer 18

Specialty Stores

Question 19

a giant retail facility that carries an enormous range of products, from apparel to groceries to automotive supplies, all under one roof

Answer 19

Supercenter