Customers at Carat, a premium jewelry store, are encouraged to make an appointment before a visit so that a customer service representative is assigned to them
These representatives help every customer make a purchase that meets his or her needs and budget after considering numerous options. The different styles and special features of the jewelry are explained to each customer to aid the purchase decision. In this case, Carat is an example of a(n) ________.
A) self-service retailer
B) off-price retailer
C) full-service retailer
D) supermarket
E) convenience store
C
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To enter the European market, Starbucks joined in a cooperative venture with Bon Appetit Group A.G. in Switzerland. Bon Appetit has the recognized brand name, and Starbucks has the product and the expertise to run coffeehouses
This is an example of a(n) ________. A) direct investment B) franchise agreement C) backward invention D) strategic alliance E) expropriation agreement
Lauren, a customer service technician at the Jaguar dealer, listens to a customer rant about hearing wind vibrations in his Jaguar when he drives over 100 miles per hour on the highway. Lauren can show emotional leadership by,
A) informing the customer that he behaves like a lunatic on the highway. B) ranting even louder about the customer being a danger to society. C) laughing at the customer and ask him to imitate the sound of the wind vibration. D) remaining calm until the customer quiets down, and then begin to look at the problem.