Retail Store Customer Service Practice Exam
Retail Store Customer Service
Retail customer service is the assistance and advice given to the people who purchase or use items. The Oxford Dictionary defines customer service as a service specifically given by a company. As the industry develops, we've seen many cases where networks unaffiliated with the company can also engage in the practice.
Skills Required
• Persuasive Speaking Skills. Think of the most persuasive speaker in your organization
• Empathy
• Adaptability
• Ability to Use Positive Language
• Clear Communication Skills
• Restraint
• Taking Responsibility
• Patience.
Career Opportunity
• Sales associate.
• Pharmacy technician.
• Human assets specialist.
• Store manager.
• Purchaser.
• District manager.
• Venture line manager.
• Store network manager.
Table of Content
Defining The Retail Supply Chain
• Introduction
• More Than Stores
• Defining The Terms: Supply Chain And Supply Chain Management
• The Importance Of Customer Segments
• Adding Value Along The Chain
• Types Of Retail Supply Chain Businesses
• Supply Chain Component Data
A Changing World: Moving Toward Comparative Advantages
• Basics in Comparative Advantage
• Concept Of Distance
Drivers Of Retail Supply Chain Change
• Introduction
• Drivers Are Important
• Innovation Driver
• Extended Product Design
• Globalization
• Flexibility Imperative-The Ultimate Capability
Paths To The Customer
• Introduction
• Meeting Market Needs – Dimensions
• Procter & Gamble Case Study
• Role Of Specifications
• Nature Of Demand
• Quality Function Deployment (QFD) Tool
Product Types – Value To The Customer
• Introduction
• The Product Life Cycle
• Innovative And Functional Products
• Market Mediation Costs
• Customer Value and Product Types - Summary
Retail Supply Chain Management - Skills Required
• Introduction
• Five Tasks For SCM Excellence
• Assessing Retail SCM Skills
The Demand-Driven Supply Chain
• Vision for The Demand-Driven Supply Chain
• The Path From Forecast-Driven To Demand-Driven Supply Chain
• Demand-Driven Tools And Techniques
• Sponsoring The Demand-Driven Supply Chain
Product Tracking Along Retail Supply Chains
• Introduction
• Low Tech Retailing
• Beyond Basic Bar Codes
• Radio Frequency Identification
• Tracking In Transit
• The Future Of Product Tracking
Understanding Supply Chain Costs
• Introduction
• Barriers To Cost Visibility
• Goal: Activity-Based Costing By Product
• The Starting Point (i-a)
• Department Costs With Capital Recovery (ii-b)
• Multi-company Process Cost (iii-c)
• Activity-Based Costs By Product (iv-d)
• Understanding costs—summary
Retail Return
• Introduction
• Genco Case Study—The Rise Of The Return Loop
• Types of Returns
• Opportunities In Returns
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