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NRF Customer Sales & Service Review Q/A
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NRF Customer Sales & Service Review Q/A
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NRF Customer Sales & Service Review Q/ARetailing is comprised of all of the business activities that add value to the
products and services customers buy. This includes:
1) merchandise assortment
2) packaging
3) customer service
4) All of the above ✔️All of the above
List the elements of the distribution channel in the correct order: Men Want
Real Chics ✔️Manufacturer, Wholesaler, Retailer, and Customer
Ashley Furniture is an example of what type of retailer? ✔️Specialty Store
The terms multichannel and omnichannel are very similar. Which of them
places the focus on creating a seamless customer experience?
✔️Omnichannel
The method by which consumers acquire products and services?
✔️Retailing
The chain of business through which a good or service passes until it reaches
the end consumer is called--- ✔️distribution channel
Which of the following produces the product?
1) Distribution Channel
2) manufacturer
3) Retailing
4) Retailer
5) Wholesaler ✔️Manufacturer
Who buy large quantities of products and resells them? ✔️wholesaler
Which of the following receives, stores, displays, and presents the products to
customers? ✔️retailer
T/F (Closeout stores are owned by the manufacturer or retailer) ✔️True
, Great customer service combines:
1) problem solving
2) Critical thinking
3) Professionalism
4) Respect
5) all answers are correct
6) two of the four answers are correct ✔️All answers are correct
Open ended questions tend to begin with... ✔️What
are things that are physical in nature, including color, size, etc. ✔️product
features
You know that you have all the information you need to successfully sell the
products in your store when you can confidently and intelligently answer all
of your customer's questions and solve routine problems (T/F) ✔️True
Studies show that customers who are not greeted when they enter a store
spend more money because they like to be left alone ✔️False
Studies show that customers who wait more than 30-40 seconds to be greeted
think they have waited 3-4 minutes (T/F) ✔️True
What is not a component of good customer service? ✔️asking close-ended
questions to get a definitive yes or no answer
What is one of the best ways to explain features and benefits to a customer?
1) demonstrate the product
2) explain the history of the product
3) show the customer the User's manual
4) discuss reviews of the product ✔️demonstrate the product
When the customer receive good service, they tell ________ to _______ people, and
when they receive poor service, they tell an average of _________ people.
✔️1-3-10
When the service is poor, what percent of retail customers refuse to go back to
a store? ✔️90%
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