If a customer posts a complaint on social media, within what time would the majority of people expect a response?
15-30 mins
within an hour
within 1 working day
What is the best description of 'showrooming' ?
Having an interactive view of your shop on-line
The idea that people can view products on-line and collect them in store
The trend of customers looking at an item in your shop while also browsing and comparing those same items on-line (on a mobile phone or tablet) eg for price comparisons or reviews.
By 2017, roughly what proportion of retail sales are predicted to be on-line?
20-40%
40-60%
60-80%
Which of the following would be the best way to utilise a click and collect transaction?
Ensure they are dealt with as quickly as possible, with the minimum of interaction
Aim to get involved with the customer in an attempt to sell add-on products
Aim to make the transaction last longer to try and keep the customer in store.
How staff and management interact with our brands social media can have an effect on our own store's image.
If I order an item on Halfords on-line, how quickly can I expect it to be ready to collect in store?
Next Day from 1pm
Two days later from 1pm
3 working days later from 1pm
