CS&S 1.1 "Welcome to Retail" Knowledge Check

Which of the following is a good transition statement that can lead to closing a sale?

These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.

Which of the following describes a communicator who is straight to the point?

Which of the following describes a communicator who values relationships and connecting with people?

The most common workplace injuries are:

Which of the following is the standard definition of a retail ecosystem?

Which of the following would be an appropriate use of language in an email:

Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?

These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase.

These customers have an early adopter mindset, and want to be recognized as trendsetters by others.

Which of the following is the term for behavior influences that come from a customer's family and friends?

When is it an Ok time to temporarily leave one customer in order to go help a second customer?

The type of mindset that limits your ability to grow and learn as an employee is called:

Which of the following is the term for behavior influences that come from retailer's marketing?

After one negative experience, what percentage of people say they will never do business with that company again?

As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?

Which of the following does not describe a product feature?

What kinds of things does a manufacturer produce?

These customers take a long time to make a purchase decision before making a purchase.

Focus on creating a seamless shopping experience for customers by integrating multiple channels?

Which of the following terms best describes a grower of potatoes?

These customers tend to spend a lot of time checking out products through online sites, different stores & retailer ads

Which of the following is the term for the unique way that company employees act with each other and with customers?

Overall impression gathered from info that is experienced by customers who encounter a business, its products & services

What's the best way to respond when a customer asks a question about a product and you don't know the answer?

Where are large bills, such as $50Os and $100s, typically placed within a cash register?

Which of the following is NOT a step you should take as part of the service recovery process?

Which of the following best defines quality customer service?

Standard term that describes the audience of retail stores-that is, the people who will buy things from the store.

Which of the following is a term for physical goods that are bought and sold?

The type of mindset that best helps you grow and learn as an employee is called:

Approximately what percentage of U.S. jobs are retail jobs, as of 2019?

Holds large quantities of product that are later sent either to retail locations or directly to customers?

After one negative experience, what percentage of people say they will never do business with that company again?

The collective group of customers served by a particular retailer are referred to as that retailer's:

Which is a valid reason for an employee not to escort a customer to the location of a product?

A customer's purchases total $52.14. Customer gives you $60.25. Correct change fewest number of bills & coins?

These customers tend to make quick purchase decisions, often buying inexpensive items not of high importance to them.

Which of the following describes a communicator who wants process, detail, timelines and well-thought-out plans?

Which of the following is a customer body language cue?

A customer argues that they are owed extra change, you don't think they're right, and they escalate their tone? WDYD?

The majority of retailers are:

What's the specific term for the action a retailer makes to address a service failure?

A customer argues that they are owed extra change, you don't think they're right, and they escalate their tone? WDYD?

Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?

Which of the following is the term for behavior influences that come from a customer's own needs?

Which of the following is a good transition statement that can lead to closing a sale?

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees: