Customer Service Certification Exam
Review Questions & Answers (Grade
A+)
Comparison Shopping -
correct answer ✅The customer who spends time searching for the
best price or deal on the item she is looking to purchase
Innovative Buyer -
correct answer ✅The buyer who wants to be first to purchase and
own the latest merchandise
Impulse Buyer -
correct answer ✅The person who makes quick purchase decisions
Physical Cue -
correct answer ✅A physical need such as hunger or thirst that
drives behavior
Retailing -
correct answer ✅No matter what format it takes, retailing is the
method by which consumers acquire products and services
Direct Selling -
correct answer ✅Salespeople contact customers directly in a
,Customer Service Certification Exam
Review Questions & Answers (Grade
A+)
convenient location, often at a customer's home; demonstrate
product benefits; take orders; and deliver the products or perform
the services.
Stimulus -
correct answer ✅A thing or event that causes a reaction
Manufacturer -
correct answer ✅Produces the products
Social Cue -
correct answer ✅Decision making based on the suggestion or
preference of a friend, colleague or family member
E-Commerce -
correct answer ✅Buying and selling through the internet via
electronic device
Wholesale Clubs -
correct answer ✅Wholesalers who sell products in bulk directly to
consumers. These clubs typically require a membership
,Customer Service Certification Exam
Review Questions & Answers (Grade
A+)
Supercenters -
correct answer ✅These stores typically combine a supermarket
and department store, resulting in a gigantic retail facility that
carries an enormous range of products, from apparel to groceries
to automotive supplies, all under one roof
Closeout Stores -
correct answer ✅Off-price stores that offer an assortment of
brand-name merchandise at a significant discount off the
manufacturer's price
Multichannel -
correct answer ✅Retail operations with customer transactions
possible through multiple connected channels
Commercial Cue -
correct answer ✅Advertising message that impacts purchase
decisions
, Customer Service Certification Exam
Review Questions & Answers (Grade
A+)
Gross Domestic Product -
correct answer ✅The monetary value of all the finished goods and
services produced within a county annually
Independent Establishment -
correct answer ✅Typically single store or a small, regional chain
Supermarkets -
correct answer ✅These stores sell a wide variety of goods
including food, alcohol, and medicine
Omni Channel -
correct answer ✅Similar to multichannel retailing, with the focus
on creating a seamless consumer experiences through any and all
shopping channels
Recreational Shopper -
correct answer ✅This customer shops for fun, and therefore
shopping does not necessarily mean always making a purchase
Review Questions & Answers (Grade
A+)
Comparison Shopping -
correct answer ✅The customer who spends time searching for the
best price or deal on the item she is looking to purchase
Innovative Buyer -
correct answer ✅The buyer who wants to be first to purchase and
own the latest merchandise
Impulse Buyer -
correct answer ✅The person who makes quick purchase decisions
Physical Cue -
correct answer ✅A physical need such as hunger or thirst that
drives behavior
Retailing -
correct answer ✅No matter what format it takes, retailing is the
method by which consumers acquire products and services
Direct Selling -
correct answer ✅Salespeople contact customers directly in a
,Customer Service Certification Exam
Review Questions & Answers (Grade
A+)
convenient location, often at a customer's home; demonstrate
product benefits; take orders; and deliver the products or perform
the services.
Stimulus -
correct answer ✅A thing or event that causes a reaction
Manufacturer -
correct answer ✅Produces the products
Social Cue -
correct answer ✅Decision making based on the suggestion or
preference of a friend, colleague or family member
E-Commerce -
correct answer ✅Buying and selling through the internet via
electronic device
Wholesale Clubs -
correct answer ✅Wholesalers who sell products in bulk directly to
consumers. These clubs typically require a membership
,Customer Service Certification Exam
Review Questions & Answers (Grade
A+)
Supercenters -
correct answer ✅These stores typically combine a supermarket
and department store, resulting in a gigantic retail facility that
carries an enormous range of products, from apparel to groceries
to automotive supplies, all under one roof
Closeout Stores -
correct answer ✅Off-price stores that offer an assortment of
brand-name merchandise at a significant discount off the
manufacturer's price
Multichannel -
correct answer ✅Retail operations with customer transactions
possible through multiple connected channels
Commercial Cue -
correct answer ✅Advertising message that impacts purchase
decisions
, Customer Service Certification Exam
Review Questions & Answers (Grade
A+)
Gross Domestic Product -
correct answer ✅The monetary value of all the finished goods and
services produced within a county annually
Independent Establishment -
correct answer ✅Typically single store or a small, regional chain
Supermarkets -
correct answer ✅These stores sell a wide variety of goods
including food, alcohol, and medicine
Omni Channel -
correct answer ✅Similar to multichannel retailing, with the focus
on creating a seamless consumer experiences through any and all
shopping channels
Recreational Shopper -
correct answer ✅This customer shops for fun, and therefore
shopping does not necessarily mean always making a purchase
