Question 1

How do all employees of a retail firm and the elements of a retail mix contribute to services that increase the value of the merchandise to customers?

Accepted Answer

All employees of a retail firm and all e

Question 2

How can retailers reduce the knowledge gap?

Accepted Answer

Retailers can reduce the knowledge gap a

Question 3

Autumn calls the most reputable plumber in the community to repair the faucet in her kitchen. She pays the plumber for his work. However, the next day, Autumn sees the faucet leaking again and is stunned to see the repair was done with a strip of duct tape. This reaction from Autumn can be attributed to a(n)

Accepted Answer

A)  faulty service agreement. 
B)  procedural fairness. 
C)  services cape. 
D)  service gap. 
E)  motivational guide. 
A)  faulty service agreement. 
B)  procedural fairness. 
C)  services cape. 
D)  service gap. 
E)  motivational guide.

Question 4

A standardized service approach requires that service providers tailor their services to meet each customer's personal needs.

Accepted Answer

A) True 
 B)False

Question 5

Distributive fairness is

Accepted Answer

A)  customers' perceived fairness of the process used to resolve service complaints. 
B)  customers' perception of a retailer's customer service on the basis of reliability, assurance, tangibility, empathy, and responsiveness. 
C)  customers' perception of the benefits received compared with their costs in terms of inconvenience or monetary loss. 
D)  the retailer's rigid adherence to the set guidelines in order to reduce variability in handling customer complaints. 
E)  the standard approach used by a retailer to deal with all customer complaints. 
A)  customers' perceived fairness of the process used to resolve service complaints. 
B)  customers' perception of a retailer's customer service on the basis of reliability, assurance, tangibility, empathy, and responsiveness. 
C)  customers' perception of the benefits received compared with their costs in terms of inconvenience or monetary loss. 
D)  the retailer's rigid adherence to the set guidelines in order to reduce variability in handling customer complaints. 
E)  the standard approach used by a retailer to deal with all customer complaints.

Question 6

Empathy refers to the caring, individualized attention provided to customers.

Accepted Answer

A) True 
 B)False

Question 7

Jane, the manager of a bookstore at Warren Wilson College, hires additional employees during the first few weeks of each semester but does not clearly define their responsibilities. Hence, during busy times, the students end up waiting for more than ten minutes to check out because there are not enough clerks ringing up sales. Some students get frustrated and leave without buying. This situation indicates a

Accepted Answer

A)  standards gap. 
B)  communication gap. 
C)  brand gap. 
D)  research gap. 
E)  delivery gap. 
A)  standards gap. 
B)  communication gap. 
C)  brand gap. 
D)  research gap. 
E)  delivery gap.

Question 8

Natalie is a senior executive of a department store chain. Every week, she visits one of the stores and pretends to be a customer. She records her observations on the service provided by the store's sales associates and the manner in which her queries were handled. Sales associates who meet the service standards are awarded a small bonus. Therefore, Natalie is a(n)

Accepted Answer

A)  store advocate. 
B)  retail inspector. 
C)  early adopter. 
D)  mystery shopper. 
E)  innovator. 
A)  store advocate. 
B)  retail inspector. 
C)  early adopter. 
D)  mystery shopper. 
E)  innovator.

Question 9

Retailers reduce their ________ by utilizing mystery shoppers to assess service quality.

Accepted Answer

A)  standards gap 
B)  knowledge gap 
C)  responsiveness 
D)  reliability 
E)  tangibility 
A)  standards gap 
B)  knowledge gap 
C)  responsiveness 
D)  reliability 
E)  tangibility

Question 10

Mystery shoppers give importance to all of the following aspects except

Accepted Answer

A)  the attitude of the sales associate toward the shopper. 
B)  the manner in which merchandise was displayed in the store. 
C)  the knowledge of the sales associate about merchandise he or she was selling. 
D)  the responsiveness of the sales associate to the shopper's complaints. 
E)  the price of the merchandise offered at the store. 
A)  the attitude of the sales associate toward the shopper. 
B)  the manner in which merchandise was displayed in the store. 
C)  the knowledge of the sales associate about merchandise he or she was selling. 
D)  the responsiveness of the sales associate to the shopper's complaints. 
E)  the price of the merchandise offered at the store.

Question 11

A sales associate who is confronted by a customer whose newly purchased smartphone does not function should

Accepted Answer

A)  refer the customer to several different store employees to get the issue resolved. 
B)  always assume he or she knows what the customer is complaining about. 
C)  allow the customer to air the complaint without any interruption. 
D)  have an antagonistic attitude toward the customer. 
E)  offer the customer a discount on the next item he or she purchases. 
A)  refer the customer to several different store employees to get the issue resolved. 
B)  always assume he or she knows what the customer is complaining about. 
C)  allow the customer to air the complaint without any interruption. 
D)  have an antagonistic attitude toward the customer. 
E)  offer the customer a discount on the next item he or she purchases.

Question 12

Providing high-quality service is difficult for a retailer because

Accepted Answer

A)  competitors often easily duplicate the services. 
B)  services availed by customers are generally tangible. 
C)  most employees show a similar performance level. 
D)  the quality of service can vary dramatically across stores. 
E)  all employees are not involved in activities that increase customer value. 
A)  competitors often easily duplicate the services. 
B)  services availed by customers are generally tangible. 
C)  most employees show a similar performance level. 
D)  the quality of service can vary dramatically across stores. 
E)  all employees are not involved in activities that increase customer value.

Question 13

The steps in effective service recovery are listening to the customer, providing a fair solution, and resolving the problem quickly.

Accepted Answer

A) True 
 B)False

Question 14

A shopper is most likely to receive standardized customer service in

Accepted Answer

A)  McDonald's. 
B)  Nordstrom. 
C)  Ritz Carlton Hotel. 
D)  Bass Pro Shops. 
E)  Marriott Hotel. 
A)  McDonald's. 
B)  Nordstrom. 
C)  Ritz Carlton Hotel. 
D)  Bass Pro Shops. 
E)  Marriott Hotel.

Question 15

To reduce the delivery gap, retailers need to

Accepted Answer

A)  avoid empowering their front-line employees. 
B)  always assume they know what the customer is complaining about. 
C)  encourage store employees to have an antagonistic attitude toward customer complaints. 
D)  provide instrumental and emotional support to employees. 
E)  set service standards based on internal operations rather than customers' perceptions. 
A)  avoid empowering their front-line employees. 
B)  always assume they know what the customer is complaining about. 
C)  encourage store employees to have an antagonistic attitude toward customer complaints. 
D)  provide instrumental and emotional support to employees. 
E)  set service standards based on internal operations rather than customers' perceptions.

Question 16

To reduce the delivery gap and provide a consistent service, retailers should ensure that employees get approval from their managers before making any decisions regarding customer service.

Accepted Answer

A) True 
 B)False

Question 17

________ is the knowledge and courtesy of employees and their ability to convey trust and confidence.

Accepted Answer

A)  Reliability 
B)  Assurance 
C)  Tangibility 
D)  Empathy 
E)  Responsiveness 
A)  Reliability 
B)  Assurance 
C)  Tangibility 
D)  Empathy 
E)  Responsiveness

Question 18

How has technology changed customer expectations with regard to retailers?

Accepted Answer

Customers expect to be able to interact

Question 19

Douglas decided to order a Deluxe Werewolf mask from a catalog and called the toll-free number. Although the call was answered immediately, the operator took Douglas's information and transferred the call twice to different departments. What bothered Douglas was that he had to repeat his contact information and customer ID number to different operators. The first operator was not trained to handle customer queries. What type of service gap did Douglas encounter?

Accepted Answer

A)  Knowledge gap 
B)  Standards gap 
C)  Research gap 
D)  Communication gap 
E)  Delivery gap 
A)  Knowledge gap 
B)  Standards gap 
C)  Research gap 
D)  Communication gap 
E)  Delivery gap

Question 20

Which of the following statements is True of customer service?

Accepted Answer

A)  The retail offerings of a company are not influenced by customer service. 
B)  It is relatively easy for a company to duplicate the services offered by a competitor. 
C)  It does not provide major strategic advantages for a company. 
D)  It increases the value customers receive from the merchandise they buy. 
E)  Customer service perceptions are developed mostly by interacting with top management. 
A)  The retail offerings of a company are not influenced by customer service. 
B)  It is relatively easy for a company to duplicate the services offered by a competitor. 
C)  It does not provide major strategic advantages for a company. 
D)  It increases the value customers receive from the merchandise they buy. 
E)  Customer service perceptions are developed mostly by interacting with top management.

How do all employees of a retail firm and the elements of a retail mix contribute to services that increase the value of the merchandise to customers?

How can retailers reduce the knowledge gap?

A standardized service approach requires that service providers tailor their services to meet each customer's personal needs.

Distributive fairness is

Empathy refers to the caring, individualized attention provided to customers.

Retailers reduce their ________ by utilizing mystery shoppers to assess service quality.

Mystery shoppers give importance to all of the following aspects except

A sales associate who is confronted by a customer whose newly purchased smartphone does not function should

Providing high-quality service is difficult for a retailer because

The steps in effective service recovery are listening to the customer, providing a fair solution, and resolving the problem quickly.

A shopper is most likely to receive standardized customer service in

To reduce the delivery gap, retailers need to

To reduce the delivery gap and provide a consistent service, retailers should ensure that employees get approval from their managers before making any decisions regarding customer service.

________ is the knowledge and courtesy of employees and their ability to convey trust and confidence.

How has technology changed customer expectations with regard to retailers?

Which of the following statements is True of customer service?

Introduction to the World of Retailing

Types of Retailers

Multichannel and Omnichannel Retailing

Customer Buying Behavior

Retail Market Strategy

Financial Strategy

Retail Locations

Retail Site Location

Information Systems and Supply Chain Management

Customer Relationship Management

Managing the Merchandise Planning Process

Buying Merchandise

Retail Pricing

Retail Communication Mix

Human Resources and Managing the Store

Store Layout, Design, and Visual Merchandising

Filters

Exam 17: Customer Service

How do all employees of a retail firm and the elements of a retail mix contribute to services that increase the value of the merchandise to customers?

How can retailers reduce the knowledge gap?

A standardized service approach requires that service providers tailor their services to meet each customer's personal needs.

Distributive fairness is

Empathy refers to the caring, individualized attention provided to customers.

Retailers reduce their ________ by utilizing mystery shoppers to assess service quality.

Mystery shoppers give importance to all of the following aspects except

A sales associate who is confronted by a customer whose newly purchased smartphone does not function should

Providing high-quality service is difficult for a retailer because

The steps in effective service recovery are listening to the customer, providing a fair solution, and resolving the problem quickly.

A shopper is most likely to receive standardized customer service in

To reduce the delivery gap, retailers need to

To reduce the delivery gap and provide a consistent service, retailers should ensure that employees get approval from their managers before making any decisions regarding customer service.

________ is the knowledge and courtesy of employees and their ability to convey trust and confidence.

How has technology changed customer expectations with regard to retailers?

Which of the following statements is True of customer service?

Introduction to the World of Retailing

Types of Retailers

Multichannel and Omnichannel Retailing

Customer Buying Behavior

Retail Market Strategy

Financial Strategy

Retail Locations

Retail Site Location

Information Systems and Supply Chain Management

Customer Relationship Management

Managing the Merchandise Planning Process

Buying Merchandise

Retail Pricing

Retail Communication Mix

Human Resources and Managing the Store

Store Layout, Design, and Visual Merchandising

Filters