Customer Service Certification Exam Review UPDATED Actual Exam Questions and CORRECT Answers

Customer Service Certification Exam
Review UPDATED Actual Exam Questions
and CORRECT Answers
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
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


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


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

,Brick-and-Mortar - CORRECT ANSWER✔✔- The presence of a physical storefront and
face-to-face customer experiences


Corporate Chain - CORRECT ANSWER✔✔- A company that operates multiple stores under
common ownership, and usually has centralized decision-making


Convenience Stores - CORRECT ANSWER✔✔- Stores that aim at providing their
customers a convenient shopping experience. General merchandise stores are easily
accessible, small in size, with quick shopping and easy checkout


Wholesaler - CORRECT ANSWER✔✔- Buys large quantities of products directly from the
manufacturer, breaks them into smaller units, and sells the smaller unities to retailers


Diverse Shopper - CORRECT ANSWER✔✔- This buyer is hard to predict or to understand.
He shops in many different places and is not obviously influenced by retail elements


Follower - CORRECT ANSWER✔✔- 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


Department Stores - CORRECT ANSWER✔✔- This customer shops for fun, and therefore
shopping does not necessarily mean always making a purchase


Discount Stores - CORRECT ANSWER✔✔- These retailers offer a broad variety of
merchandise, limited services, and low prices


Franchises - CORRECT ANSWER✔✔- The license granted to another party to market a
company's good or services in a particular territory


Outlet Stores - CORRECT ANSWER✔✔- Off price stores that are owned by manufacturer
or retailer


All of the Above - CORRECT ANSWER✔✔- Great customer service combines

, -problem-solving
-critical-thinking
-professionalism
-respect
-all of the above


What - CORRECT ANSWER✔✔- Open-ended questions tend to begin with
-Do
-Will
-Can
-What


are things that are physical in nature, including size, color, etc - CORRECT ANSWER✔✔-
Product FEATURES
-are things that are physical in nature, including size, color, etc.
-are the most general product information
-are the advantages or rewards of the product
-tend to answer the question, "Why?"


True - CORRECT ANSWER✔✔- You know 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.
-True
-False


True - CORRECT ANSWER✔✔- Studies show that customers who wait more than 30-40
seconds to be greeted think they have waited 3 - 4 minutes.
-True
-False


False - CORRECT ANSWER✔✔- Studies show that customers who are not greeted when
they enter a store spend more money because they like to be left alone.