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Questions and Answers
What is customer service in the context of retailing?
What is customer service in the context of retailing?
- A set of activities to increase prices
- A set of activities to limit the value customers receive
- A set of activities and programs to enhance the shopping experience (correct)
- A set of activities to reduce customer interaction
How can customer service contribute to a retailer's competitive advantage?
How can customer service contribute to a retailer's competitive advantage?
- By increasing prices
- By limiting customer interaction
- By reducing the value customers receive
- By making the shopping experience more rewarding (correct)
What do retailers aim to achieve through high-quality customer service?
What do retailers aim to achieve through high-quality customer service?
- Reduce customer loyalty
- Limit customer satisfaction
- Increase the value customers receive from merchandise and service (correct)
- Decrease the value customers receive from merchandise and service
How do customers evaluate a retailer’s service?
How do customers evaluate a retailer’s service?
How can retailers recover from a service failure?
How can retailers recover from a service failure?
CHAPTER18 2 1 Customer Service CHAPTER 7 Retailing Management 8e © The McGraw-Hill Companies, All rights reserved. 18 - 1 Store Management Retailing Management 8e CHAPTER ______ 2 1 © The McGraw-Hill Companies, All rights reserved. 18 - 2
CHAPTER18 2 1 Customer Service CHAPTER 7 Retailing Management 8e © The McGraw-Hill Companies, All rights reserved. 18 - 1 Store Management Retailing Management 8e CHAPTER ______ 2 1 © The McGraw-Hill Companies, All rights reserved. 18 - 2
The set of activities and programs undertaken by retailers to make the shopping experience more rewarding for their customers. These activities increase the value customers receive from the merchandise and service they ______
The set of activities and programs undertaken by retailers to make the shopping experience more rewarding for their customers. These activities increase the value customers receive from the merchandise and service they ______
What activities does a retailer have to undertake to provide ______ customer service
What activities does a retailer have to undertake to provide ______ customer service
Retailing Management 8e © The McGraw-Hill Companies, All rights reserved. 18 - 3 Customer Service CHAPTER CHAPTER18 2 1 The set of activities and programs undertaken by retailers to make the shopping experience more rewarding for their ______
Retailing Management 8e © The McGraw-Hill Companies, All rights reserved. 18 - 3 Customer Service CHAPTER CHAPTER18 2 1 The set of activities and programs undertaken by retailers to make the shopping experience more rewarding for their ______
How can retailers recover from a service ______
How can retailers recover from a service ______
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Study Notes
Customer Service
- Customer service refers to the set of activities and programs undertaken by retailers to make the shopping experience more rewarding for their customers.
- These activities increase the value customers receive from the merchandise and service they purchase.
Importance of Customer Service
- Providing high-quality customer service can build a competitive advantage for retailers.
Evaluating Customer Service
- Customers evaluate a retailer's service based on their experience.
Providing High-Quality Customer Service
- Retailers must undertake various activities to provide high-quality customer service.
Recovering from Service Failure
- Retailers need to have a plan to recover from service failures to maintain customer loyalty.
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