Welcome to Retail
What kinds of things does a manufacturer produce?
Finished products
What is a comparison shopper?
A customer who spends a lot of time checking out products and prices through online sites, visiting different sores, comparing retailer ads or getting the opinions of others.
Restate the following closed-ended question as an open ended question
“ Do you want dressy or casual”?
What type of clothing are you looking for? Who are you shopping for today?
What’s the term for service that is designed to be tailored to specific customer’s needs and interests?
Personalized Service
A good way to help a customer form a good impression about you even before you interact with them is to:
Use nonverbal communication such as having confident posture and making eye contact
What do retailers sell that are intangible?
Services
What is a recreational shopper?
A customer who views shopping as a fun occasion, rather than looking for specific merchandise or services.
Restate the following closed-ended question as an open ended question
“May I help you?
What can I assist you with tonight?
What’s the term for the delivery of a positive, memorable experience that is more than what the customer expected?
Quality Service
The most common workplace injuries are:
Slips, trips and falls
Define retail ecosystem-
An interconnected system of approaches for meeting the goal or retailing, which is to provide customers with the merchandise and services they want.
What is an impulse buyer?
A shopper whose mindset allows quick purchase decisions, often for inexpensive items that do not have a high importance to the buyer.
What is the purpose of open ended questions?
To get customers to provide details about what they want or need.
What is a private-label product?
Products developed by national or international manufacturers and then sold under another brand name that is available only at that retailer’s stores.
What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?
Call a supervisor immediately
A person who grows potatoes is described as-
Manufacturer
What is a loyal customer?
A customer who is loyal to specific stores based on repeated and valued positive customer experience with a retailer and their products and/or services.
How do you demonstrate that you have understood a customer?
Restate and summarize their needs.
Define a loyalty program-
A marketing program that provides incentives to repeat customers who are loyal company brand shoppers.
Calculate the correct amount of change needed for the following purchase. Use the smallest number of coins and bills possible. The customer gives you four $20 bills for a video game that totals $67.33.
One $10 bill, two $1bills, two quarters, one dime and two pennies
Approximately what percentage of U.S. jobs, as of 2019?
20-25%
What is a follower?
A customer who wants to find out what’s trendy before making a purchase.
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
Active listening
What is upselling?
The act of highlighting or revealing an extra value of a product or directing the customer’s attention to other products that may better satisfy their need, even when they may be more expensive
Calculate the correct amount of change needed for the following purchase. Use the smallest number of coins and bills possible. The customer gives you $10 for a toothbrush totaling $4.75.
One $5 bill and One quarter