CUSTOMER SERVICE CERTIFICATION EXAM REVIEW
Comparison Shopping - Answers- The customer who spends time searching for the
best price or deal on the item she is looking to purchase
Innovative Buyer - Answers- The buyer who wants to be first to purchase and own the
latest merchandise
Impulse Buyer - Answers- The person who makes quick purchase decisions
Physical Cue - Answers- A physical need such as hunger or thirst that drives behavior
Retailing - Answers- No matter what format it takes, retailing is the method by which
consumers acquire products and services
Direct Selling - Answers- 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 - Answers- A thing or event that causes a reaction
Manufacturer - Answers- Produces the products
Social Cue - Answers- Decision making based on the suggestion or preference of a
friend, colleague or family member
E-Commerce - Answers- Buying and selling through the internet via electronic device
Wholesale Clubs - Answers- Wholesalers who sell products in bulk directly to
consumers. These clubs typically require a membership
Supercenters - Answers- 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 - Answers- Off-price stores that offer an assortment of brand-name
merchandise at a significant discount off the manufacturer's price
Multichannel - Answers- Retail operations with customer transactions possible through
multiple connected channels
Commercial Cue - Answers- Advertising message that impacts purchase decisions
Gross Domestic Product - Answers- The monetary value of all the finished goods and
services produced within a county annually
,Independent Establishment - Answers- Typically single store or a small, regional chain
Supermarkets - Answers- These stores sell a wide variety of goods including food,
alcohol, and medicine
Convenience Stores - Answers- 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 - Answers- Buys large quantities of products directly from the manufacturer,
breaks them into smaller units, and sells the smaller unities to retailers
Diverse Shopper - Answers- This buyer is hard to predict or to understand. He shops in
many different places and is not obviously influenced by retail elements
Follower - Answers- 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 - Answers- This customer shops for fun, and therefore shopping
does not necessarily mean always making a purchase
Discount Stores - Answers- These retailers offer a broad variety of merchandise, limited
services, and low prices
Franchises - Answers- The license granted to another party to market a company's
good or services in a particular territory
Outlet Stores - Answers- Off price stores that are owned by manufacturer or retailer
Omni Channel - Answers- Similar to multichannel retailing, with the focus on creating a
seamless consumer experiences through any and all shopping channels
Recreational Shopper - Answers- This customer shops for fun, and therefore shopping
does not necessarily mean always making a purchase
Brick-and-Mortar - Answers- The presence of a physical storefront and face-to-face
customer experiences
Corporate Chain - Answers- A company that operates multiple stores under common
ownership, and usually has centralized decision-making
All of the Above - Answers- Great customer service combines
-problem-solving
-critical-thinking
-professionalism
, -respect
-all of the above
What - Answers- Open-ended questions tend to begin with
-Do
-Will
-Can
-What
are things that are physical in nature, including size, color, etc - Answers- 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 - Answers- 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 - Answers- Studies show that customers who wait more than 30-40 seconds to be
greeted think they have waited 3 - 4 minutes.
-True
-False
False - Answers- Studies show that customers who are not greeted when they enter a
store spend more money because they like to be left alone.
-True
-False
asking close-ended questions to get a definitive yes or no answer - Answers- Which is
NOT a component of good customer service?
-a positive attitude
-quick acknowledgement of the customer
-asking close-ended questions to get a definitive yes or no answer
-attendance of store trainings and meetings
demonstrate the product - Answers- Which is one of the best ways to explain features
and benefits to a customer?
-demonstrate the product
-explain the history of the product
-show the customer the User's Manual
-discuss reviews of the product
Comparison Shopping - Answers- The customer who spends time searching for the
best price or deal on the item she is looking to purchase
Innovative Buyer - Answers- The buyer who wants to be first to purchase and own the
latest merchandise
Impulse Buyer - Answers- The person who makes quick purchase decisions
Physical Cue - Answers- A physical need such as hunger or thirst that drives behavior
Retailing - Answers- No matter what format it takes, retailing is the method by which
consumers acquire products and services
Direct Selling - Answers- 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 - Answers- A thing or event that causes a reaction
Manufacturer - Answers- Produces the products
Social Cue - Answers- Decision making based on the suggestion or preference of a
friend, colleague or family member
E-Commerce - Answers- Buying and selling through the internet via electronic device
Wholesale Clubs - Answers- Wholesalers who sell products in bulk directly to
consumers. These clubs typically require a membership
Supercenters - Answers- 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 - Answers- Off-price stores that offer an assortment of brand-name
merchandise at a significant discount off the manufacturer's price
Multichannel - Answers- Retail operations with customer transactions possible through
multiple connected channels
Commercial Cue - Answers- Advertising message that impacts purchase decisions
Gross Domestic Product - Answers- The monetary value of all the finished goods and
services produced within a county annually
,Independent Establishment - Answers- Typically single store or a small, regional chain
Supermarkets - Answers- These stores sell a wide variety of goods including food,
alcohol, and medicine
Convenience Stores - Answers- 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 - Answers- Buys large quantities of products directly from the manufacturer,
breaks them into smaller units, and sells the smaller unities to retailers
Diverse Shopper - Answers- This buyer is hard to predict or to understand. He shops in
many different places and is not obviously influenced by retail elements
Follower - Answers- 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 - Answers- This customer shops for fun, and therefore shopping
does not necessarily mean always making a purchase
Discount Stores - Answers- These retailers offer a broad variety of merchandise, limited
services, and low prices
Franchises - Answers- The license granted to another party to market a company's
good or services in a particular territory
Outlet Stores - Answers- Off price stores that are owned by manufacturer or retailer
Omni Channel - Answers- Similar to multichannel retailing, with the focus on creating a
seamless consumer experiences through any and all shopping channels
Recreational Shopper - Answers- This customer shops for fun, and therefore shopping
does not necessarily mean always making a purchase
Brick-and-Mortar - Answers- The presence of a physical storefront and face-to-face
customer experiences
Corporate Chain - Answers- A company that operates multiple stores under common
ownership, and usually has centralized decision-making
All of the Above - Answers- Great customer service combines
-problem-solving
-critical-thinking
-professionalism
, -respect
-all of the above
What - Answers- Open-ended questions tend to begin with
-Do
-Will
-Can
-What
are things that are physical in nature, including size, color, etc - Answers- 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 - Answers- 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 - Answers- Studies show that customers who wait more than 30-40 seconds to be
greeted think they have waited 3 - 4 minutes.
-True
-False
False - Answers- Studies show that customers who are not greeted when they enter a
store spend more money because they like to be left alone.
-True
-False
asking close-ended questions to get a definitive yes or no answer - Answers- Which is
NOT a component of good customer service?
-a positive attitude
-quick acknowledgement of the customer
-asking close-ended questions to get a definitive yes or no answer
-attendance of store trainings and meetings
demonstrate the product - Answers- Which is one of the best ways to explain features
and benefits to a customer?
-demonstrate the product
-explain the history of the product
-show the customer the User's Manual
-discuss reviews of the product
