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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