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20: Fashion in Review
Contrast proactive and reactive customer service.
Identify the level of retail service associated with each of the following: essential services, expected services, and optional services.
At what service level do national chain organizations, which have middle price points for value-oriented consumers, usually operate?
How do full-service retailers cover the higher operating costs?
What is the first step in evaluating a retailer’s customer satisfaction?
For a complaint about a purchase, what might be more important to the customer than the actual adjustment?
What three advantages does bagging of purchases provide for customers?
What do frustrated customers sometimes do when a store has unacceptably long checkout lines?
What advantages do independent delivery services offer?
In addition to being a convenience for customers, what advantages result from offering consumer credit?
How do proprietary credit cards help retailers get market information about shoppers?
For credit card authorization, why might a “decline” message be given?
Why are EMV credit cards better than those that are swiped?
What does electronic check conversion do?
What type of accident is the leading public liability claim?
Name four ways merchants try to reduce shoplifting.
What is electronic article surveillance?
Where do losses that go out the “back end” usually occur?
What are five methods of preventing and recognizing theft that may be included in loss-prevention programs?
Describe flash mobs.
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