1
Which of the following is a term for physical goods that are bought and sold?
Products
What is the customer service process?
Greet, Listen, Understand, Respond, Deliver
What are specialized Barcodes that contain product or store information?
QR codes
Bonus! How do stores use them?
The process of selling products and/or services to customers to earn a profit.
Retail
What are the names of the employees you know at CVS?
Elson, Marie, Raheena, and Ray
This enables voice activated ordering (for example, you can order products from Amazon with Alexa)
AI or Artificial Intelligence
What is upselling?
Upselling is a sales technique where you try to sell an advanced or premium version of the product or service the customer is using or trying to purchase.
Where are the two places the inventory is kept?
What is information learned and used to help customers understand how a product or service will meet their needs.
Product Knowledge
What do reindeer use their wide hooves for in the snow?
Digging to find food
Can an unfinished product be sold?
No
After one negative experience, approximately what percentage of people say they will never do business with that company again?
50%
What are loyalty programs?
Marketing Programs that provide incentives to repeat customers.
What can you cross-sell with a stapler?
Paper, tape, pens, etc. (Office Supplies)
What is the highest grossing Christmas movie of all time?
Home Alone
Which of the following would NOT be a factor that affects which products a retailer chooses to select to offer in a store? Customer preference, Online shopping habits, In-person shopping habits, or employee preference
Employee Preference
How would you define quality customer service?
Delivering a positive, memorable experience that is more than what the customer expected.
What is cross-selling?
Selling a customer additional items that complement their purchase.
What are the five senses and how can you use them to help sell products?
Hearing, Vision, Taste, Touch, Smell
What country began the tradition of hanging stockings?
The Netherlands
What is the opposite of yes or no questions?
Open-ended questions
Which of the following is the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, its products, and its services?
Company Brand
What is an example of upselling?
Ex: "Adding fries and a drink along with your burger is only an extra $2.00"
What is the selling process?
1. Make a connection
2. Assess their needs and wants
3. Personalize the service
4. Complete the sale
What US state produces the most Christmas trees each year?
Oregon