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NRF Customer Sales and Service: Review of Modules 1-3 Flashcards | StudBud
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NRF Customer Sales and Service: Review of Modules 1-3
NRF Customer Sales and Service: Review of Modules 1-3
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1
Approximately what percentage of Americans use a credit or debit card for at least some of their purchase?
50-60%
80-90%
10-20%
30-40%
2
After 1 negative experience, approximately what % of people say they will never do business with that company again?
20%
10%
50%
75%
3
Customers that take awhile to make a purchase desicion, & return to a retailer several times before making a purchase.
comparison shoppers
impulse buyers
innovation/trend buyers
recreational shoppers
4
Which of the following is the term for behavior influences that come from a customer's family and friends?
internal physical cues
retailer cues
external commercial cues
external social cues
5
Shoppers that enjoy repeated and valued positive customer experiences with a particular retailer.
comparision shoppers
recreational shoppers
followers
loyal customers
6
Which of the following holds large quantities of product that are later sent either to retail locations or customers?
wholesaler
manufacturer
retailer
distribution center
7
Which of the following describes the audience of retail stores-the people who will buy things from the stores?
Customers
Buyers
Manufacturers
Wholesalers
8
A good way to help a customer form a good impression about you even before you interact with them is to:
call out to the customer to get their attention
approach the customer as soon as you see them, anywhere in the store
use nonverbal communication, such as making eye contact
be sure to always look busy
9
Which of the following is an example of upselling?
"Woudl you like that as a meal? You can get fries & a drink for $2 more."
" I have another laptop that has most of the same features at less cost."
" I'm sure you will love those basketball shoes. Do you also need shirts?
10
Customers that want to be recognized as trendsetters by others.
impulse buyers
innovation/trend buyers
comparions shoppers
recreational shoppers
11
Which of the following does not describe a product feature?
Color
Flavor
Texture
Price
12
What is the term for the delivery of a positive experience that is more than the customer expected?
helpful service
quality service
customer service
personalized service
13
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?
a closed-ended question
a leading question
an open question
an open-ended question
14
The type of mindset that best helps you grow and learn as an employee is called:
a fixed mindset
a retail mindset
a growth mindset
a product mindset
15
The type of mindset that limits your ability to grow and learn as an employee is called:
a product mindset
a fixed mindset
a growth mindset
a retail mindset
16
Which is a valid reason for an employee, not to escort a customer to the location of a product they have asked to see?
You're working with another customer and can't leave your area.
The location is on the other side of the store, so it would be a long walk.
The customer doesn' t seem likely to be able to afford the product.
You're not sure exactly where the product is located.
17
What's the term for service that is designed to be tailored to a specific customer's needs and interests?
customer service
personalized service
helpful service
quality service
18
Which of the following is the term for the unique way that company employees act with each other and with customers?
positive feeling
brand promise
company brand
company culture
19
Which of the following best defines quality customer service?
Offering free items to customers in order to keep them coming back.
Doing exactly what company procedures way to do.
Delivering a positive experience that is more than the customer expected.
Adhering to company policies when processing returns.
20
Which of the following terms best describes a grower of potatoes?
manufacturer
retailer
wholesaler
distribution center
21
As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?
$60-$70 billion
$20-$30 million
$100-150 million
$100-$150 billion
22
Customers that make quick purchase decisions, & might buy inexpensive items that aren't important to them.
innovation buyers
impulse buyers
comparison shoppers
recreational shoppers
23
Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?
a leading question
a closed ended question
an open question
an open-ended question
24
Which of the following is a good transition statement that can lead to closing a sale?
"Would you like that folded or left on the hanger?"
" Do you want to buy this today or come back later?"
"Are you ready to buy this?"
25
The majority of retailers are:
independently owned
franchises
corporations
online only
26
What kinds of things does a manufacturer produce?
finished products
raw materials
services
fossil fuels
27
Which of the following best defines a loyalty program?
Discount coupon or code for first-time customers.
Marketing program that provides rewards to repeat customers/loyal shoppers.
Club for employees of a retailer to join.
28
Approximately what percentage of U.S. jobs are retail jobs, as of 2019?
10-15%
35-40%
5-10%
20-25%
29
What's the best way to respond when a customer asks a question about a product and you don't know the answer?
Look for information on the product's packaging or on relevant signs.
Admit that you don't know & take the customer to someone who can help.
Suggest the cstuomer picks a different product.
Give your best-guess answer and let the customer figure it out from there.
30
Shoppers that are rarely the first to try new products
loyal customers
followers
comparison shoppers
recreational shoppers
31
Customers that view shopping as a fun occasion, and shopping does not always mean making a purchase.
recreational shoppers
comparison shoppers
impulse buyers
innovation/trend buyers
32
Which of the following is a term for physical goods that are bought and sold?
Products
Pricing
Sales
Services
33
Which of the following is the term for behavior influences that come from a customer's own needs?
internal physical cues
external commercial cues
external social cues
retailer cues
34
Which term best describes hearing and understanding what a speaker is saying out loud & any messages suggested?
passive listening
patient listening
active listening
foundational listening
35
Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
products
gifts
training
services
36
If a customer was about to purchase a soccer ball, which of the following would be the best item to try and cross-sell?
soccer shorts
a basketball
a soccer ball goal frame and net
a baseball bat
37
What should you do if a customer argues that they are owed extra change, and the escalate their tone?
Escalate their tone to match the customer's tone
Deny the customer's request
Call secu;rity
Call a supervisor immediately
