Retail Knowledge
This is the term for physical goods that are being bought and sold.
What are Products?
These customers walk into a store and buy something they see and like.
Who are impulse buyers?
The overall impression is gathered from all the information a customer gets from a business.
What is a Company Brand?
Tailoring service to a specific customer's needs.
What is Personalized Service?
Customer rolling their eyes.
What is body language?
This category of goods that includes barbers, landscapers and dentists?
What are Services?
Someone who likes to buy new technology as it comes out.
Who are innovation or trend buyers?
The term for the unique way that company employees act with each other and its customers.
What is Company Culture?
Delivering a positive and memorable service experience.
What is Quality Service?
Addressing a customer service failure.
What is Service Recovery?
What is Direct to Consumer?
Shoppers who typically purchase from the same company or brand.
Who are loyal customers?
Delivering a positive, memorable experience that is more than what the customer expects.
What is quality customer service?
Products that are found in many different retailers but with different names or names of the company that owns the business.
What are private label products?
Ask questions and listen, confirm the need, offer recommendations, and complete the sale.
What is exchanges and returns?
Retailing approach that places the focus on creating a seamless shopping experiences by integrating all distribution channels.
What is Ominchannel?
Reviewing or testing multiple brands of similar products.
Who are comparison shoppers?
The amount US retailers lose annually due to poor customer service.
What is $60-70 billion?
Offering a basketball to a customer who is buying a pair of basketball sneakers.
What is Cross Selling?
Keep your composure, apologize and thank, listen and investigate, and propose solution options.
What is Service Recovery?
The approximate range of retail jobs in the United States.
What is 20-25%.
Behavior influences that come from the shoppers own personal needs.
What are Internal Physical needs.
After poor customer service, the percentage of people that say they will never do business with that company again.
Offering a more expensive pair of basketball sneakers instead of the original pair.
What is upselling?
Inviting customers to take a survey, emailing and calling.
What is Following Up with the Customer?