CUSTOMER SERVICE 2026 TEST PAPER QUESTIONS AND
ANSWERS GUARANTEE A+
✔✔Product Suggestions - ✔✔Used to help narrow down the numerous options
available to the customer
✔✔Resume - ✔✔Highlights your experience
✔✔Brick-and-Mortar - ✔✔The presence of a physical storefront and face-to-face
customer experiences
✔✔Closeout Stores - ✔✔Off-price stores that offer an assortment of brand-name
merchandise at a significant discount off the manufacturers' price. Ex: Marshalls
✔✔Commercial cue - ✔✔Advertising message that impacts purchase decisions
✔✔Comparison shopper - ✔✔The customer who spends time searching for the best
price or deal on the item he or she is looking to purchase
✔✔Convenience Stores - ✔✔These stores aim at providing their customers a
convenient shopping experience. These general merchandise stores are easily
accessible, small in size, with quick shopping and easy checkout.
✔✔Department Stores - ✔✔These stores offer good service and a broad variety and
assortment of products of mid-to-high quality
✔✔Direct Selling - ✔✔Salespeople contact customers directly in a convenient location,
often at a customer's home; demonstrate product benefits; take orders; and deliver the
products or perform the services
✔✔Discount stores - ✔✔These retailers offer a broad variety of merchandise, limited
service, and low prices.
✔✔Distribution Channel - ✔✔The chain of businesses through which a good or service
passes until it reaches the end consumer.
✔✔Diverse Shopper - ✔✔This buyer is hard to predict or to understand. He shops in
many different places and is not obviously influenced by any one retail element.
✔✔Retail - ✔✔A business that sells products and or services to consumers
✔✔Retailing - ✔✔The method by which consumers acquire products and services
✔✔Manufacturer - ✔✔Produces the products
, ✔✔Wholesaler - ✔✔buys large quantities of products directly from the manufacturer,
breaks them into smaller units, and sells the smaller units to retailers
✔✔Retailer - ✔✔Receives, stores, displays, and presents the products to Customers.
✔✔Off-price retailers - ✔✔Offer brand-name merchandise at a discount
✔✔Outlet Stores - ✔✔Stores that offer off-price goods that are owned by the
manufacturer or retailer
✔✔Specialty Stores - ✔✔This segment focuses on deep but narrow assortments with a
high level of customer service.
✔✔Supercenters - ✔✔A gigantic retail facility that carries an enormous range of
products, from apparel to groceries to automotive supplies, all under one roof. Ex:
Super Target, Walmart Superstore
✔✔Supermarkets - ✔✔These stores sell a wide variety of goods including food, alcohol,
and medicine.
✔✔Wholesale clubs - ✔✔Stores that sell products in bulk directly to consumers, and
typically require a membership. Ex: Sam's Club, Costco
✔✔Follower - ✔✔This customer usually waits to see what the latest trends will be, and
is reluctant to try new products until friends have done so and reported on them.
✔✔Impulse Buyer - ✔✔The person who makes quick purchase decisions
✔✔Innovative customer - ✔✔The buyer who wants to be the first to purchase and own
the latest merchandise
✔✔Recreational Shopper - ✔✔This customer shops for fun, and therefore shopping
does not necessarily mean always making a purchase
✔✔Social cue - ✔✔Decision making based on the suggestion or preference of a friend,
colleague, or family member
✔✔Physical cue - ✔✔A physical need such as hunger or thirst that drives behavior
✔✔E-Commerce - ✔✔Buying and selling through the internet via electronic devices
such as a computer, smart phone, or tablet
✔✔Pure Play - ✔✔Retailer that strictly sells their product online. No brick-and-mortar
ANSWERS GUARANTEE A+
✔✔Product Suggestions - ✔✔Used to help narrow down the numerous options
available to the customer
✔✔Resume - ✔✔Highlights your experience
✔✔Brick-and-Mortar - ✔✔The presence of a physical storefront and face-to-face
customer experiences
✔✔Closeout Stores - ✔✔Off-price stores that offer an assortment of brand-name
merchandise at a significant discount off the manufacturers' price. Ex: Marshalls
✔✔Commercial cue - ✔✔Advertising message that impacts purchase decisions
✔✔Comparison shopper - ✔✔The customer who spends time searching for the best
price or deal on the item he or she is looking to purchase
✔✔Convenience Stores - ✔✔These stores aim at providing their customers a
convenient shopping experience. These general merchandise stores are easily
accessible, small in size, with quick shopping and easy checkout.
✔✔Department Stores - ✔✔These stores offer good service and a broad variety and
assortment of products of mid-to-high quality
✔✔Direct Selling - ✔✔Salespeople contact customers directly in a convenient location,
often at a customer's home; demonstrate product benefits; take orders; and deliver the
products or perform the services
✔✔Discount stores - ✔✔These retailers offer a broad variety of merchandise, limited
service, and low prices.
✔✔Distribution Channel - ✔✔The chain of businesses through which a good or service
passes until it reaches the end consumer.
✔✔Diverse Shopper - ✔✔This buyer is hard to predict or to understand. He shops in
many different places and is not obviously influenced by any one retail element.
✔✔Retail - ✔✔A business that sells products and or services to consumers
✔✔Retailing - ✔✔The method by which consumers acquire products and services
✔✔Manufacturer - ✔✔Produces the products
, ✔✔Wholesaler - ✔✔buys large quantities of products directly from the manufacturer,
breaks them into smaller units, and sells the smaller units to retailers
✔✔Retailer - ✔✔Receives, stores, displays, and presents the products to Customers.
✔✔Off-price retailers - ✔✔Offer brand-name merchandise at a discount
✔✔Outlet Stores - ✔✔Stores that offer off-price goods that are owned by the
manufacturer or retailer
✔✔Specialty Stores - ✔✔This segment focuses on deep but narrow assortments with a
high level of customer service.
✔✔Supercenters - ✔✔A gigantic retail facility that carries an enormous range of
products, from apparel to groceries to automotive supplies, all under one roof. Ex:
Super Target, Walmart Superstore
✔✔Supermarkets - ✔✔These stores sell a wide variety of goods including food, alcohol,
and medicine.
✔✔Wholesale clubs - ✔✔Stores that sell products in bulk directly to consumers, and
typically require a membership. Ex: Sam's Club, Costco
✔✔Follower - ✔✔This customer usually waits to see what the latest trends will be, and
is reluctant to try new products until friends have done so and reported on them.
✔✔Impulse Buyer - ✔✔The person who makes quick purchase decisions
✔✔Innovative customer - ✔✔The buyer who wants to be the first to purchase and own
the latest merchandise
✔✔Recreational Shopper - ✔✔This customer shops for fun, and therefore shopping
does not necessarily mean always making a purchase
✔✔Social cue - ✔✔Decision making based on the suggestion or preference of a friend,
colleague, or family member
✔✔Physical cue - ✔✔A physical need such as hunger or thirst that drives behavior
✔✔E-Commerce - ✔✔Buying and selling through the internet via electronic devices
such as a computer, smart phone, or tablet
✔✔Pure Play - ✔✔Retailer that strictly sells their product online. No brick-and-mortar
