1) The _______________ in the retail sector is the end of the line of the product. a) Factory b) Shop c) Consumer 2) Something you have to do to deal with a dissapointed customer is to go in defensive mode. a) True b) False 3) The retail happens between the factory and the shop. a) True b) False 4) A phrase used to emphasize the importance of providing the best possible customer service. a) Client's perspective b) Retail c) The client is always right. 5) Retail is the sale of products to customers in big quantities. a) True b) False 6) Something you don't have to do to deal with a dissapointed customer is to repeat their concerns. a) True b) False 7) The retail sector includes shops, supermarkets, and all stores that sell items to shoppers. a) True b) False 8) Something you don´t have to do to deal with a dissapointed customer is to dismiss their complains. a) True b) False 9) ___________________refers to an approach that examines a company from the viewpoint of the individuals who purchase and utilize its products and services. a) Working in Retail b) Clients' perspective c) The consumer is always right

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