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Ch 14: FTCE Business: Customer Service

About This Chapter

Let us train you in concepts regarding customer service. The video lessons and self-assessment quizzes provide several approaches to help you correctly answer these types of questions on the FTCE Business Education test.

FTCE Business: Customer Service - Chapter Summary

This chapter focuses on teaching you about consumer psychology concepts. Additional topics covered during this chapter include:

  • The consumer communication process
  • Consumer sales promotion
  • Promotion goals
  • Target markets for promotions
  • Buying behavior

Our FTCE Business: Customer Service chapter also helps you to understand the consumer buying process. Our content is offered through short, easy-to-digest video lessons with transcripts. We also provide you with supplementary quizzes that can be used to indicate your strengths and weaknesses with immediate feedback. When you receive your quiz scores, you can decide if you're ready to find the correct answers for customer service-related questions when taking the FTCE Business Education test.

FTCE Business: Customer Service Objectives

The FTCE Business Education test consists of 120 multiple-choice questions and must be completed at an authorized computer-based testing site. You will have two hours and 30 minutes to answer test questions. In order to pass, you must receive a scaled score of 200 or more. By earning a bachelor's degree and passing the FTCE Business Education test, you can earn a temporary educator certificate through the Florida Department of Education. If you also pass the general knowledge and professional preparation and education competence tests, you may qualify for their professional educator certificate. Customer service test objectives indicate that you need to know how customer service impacts business and how to use problem-solving skills to help customers make decisions.

7 Lessons in Chapter 14: FTCE Business: Customer Service
Test your knowledge with a 30-question chapter practice test
Consumer Psychology and the Purchase Process

1. Consumer Psychology and the Purchase Process

Basic psychology concepts like learning, memory and conditioning can play a big role in dictating what we decide to buy. Watch this video to see how they work together.

Buying Behavior and Marketing: Types of Consumer Buying Decisions

2. Buying Behavior and Marketing: Types of Consumer Buying Decisions

Marketers must consider how consumers decide to buy their product. Consumers use nominal, limited, and extended decision making. Watch this video to learn more about the different types of consumer decisions.

Consumer Sales Promotion: Definition and Purpose

3. Consumer Sales Promotion: Definition and Purpose

Manufacturers offer many kinds of incentives to encourage consumers to buy their products once they reach a retailer. Watch this video to learn more about how consumer sales promotion entices customers to buy.

Trade Sales Promotion and the Promotional Marketing Mix

4. Trade Sales Promotion and the Promotional Marketing Mix

Manufacturers offer all kinds of incentives to retailers to help sell their products. Watch this video to learn more about trade promotion and its goals, including persuading retailers, encouraging promotion, and maintaining stock.

The Promotional Mix: Target Markets, Buying Decisions & More

5. The Promotional Mix: Target Markets, Buying Decisions & More

The promotional mix is one of the 4 Ps of the marketing mix. It consists of public relations, advertising, sales promotion and personal selling. In this lesson, you'll learn how a marketing team uses the promotional mix to reach company objectives and goals.

Goals of Promotion and the Marketing Mix

6. Goals of Promotion and the Marketing Mix

Before deciding on a final campaign, marketing managers need to decide what the promotional goals will be for their overall marketing strategy. Depending on the type of product, marketers need to either inform, persuade or remind consumers about product benefits and features.

Promotion and the Consumer Communication Process

7. Promotion and the Consumer Communication Process

The marketing communication process' sole purpose is to translate the promotional message effectively to the end consumer. The communication process contains multiple components that must be planned and produced with a message that connects with the target market.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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