Show:
Attitudes and Conflicts
Age and Appearance of the Salesperson and Customer
Relationship Selling and Information Collection
Issues and Code of Ethics surrounding Disposal of Customer Data
A Little Bit of Everything
100
What are PSIs?
What is Product-specific Sales Incentives
100
Both older and younger customers : older retail sales personnel are more _____ than younger retail sales personnel
What is Knowledgeable
100
Another name for Customer Centered Selling
What is Relationship Selling
100
Which well known corporation was involved with denying customer returns to avoid fraud and skimmers?
What is Limited brands Inc.
100
What does DSA stand for?
What is Direct Selling Association
200
What makes consumers especially suspicious of sales peoples motives?
What is Commission based pay.
200
Retail sales personnel should approach each customer in a _____ way?
What is Nondiscriminatory
200
The two key factors of relationship selling
What is trust and credibility
200
In what state was there a high profile case for CVS armory for inadequately disposing of customer data?
What is Texas
200
Retail sales personnel training emphasize the importance of providing _______customer service regardless of the age, appearance, or dress of customers
What is Consistent
300
What field are PSIs common in, in the fashion/retail industry?
What is The cosmetic industry
300
Professionally dressed customers consistently received _____ customer service than those who were not professionally dressed
What is Higher Level
300
Used to better understand a customer's needs
What is Information Collection
300
What law was a controversial passed in 2005 with the Business and commerce Code?
What is Proper disposal of customer data
300
Two companies who got hacked and thieves stole customer's information
What is TJX and DSW
400
What did employees say their primary conflict at work was?
What is Balancing customer needs with organizational goals
400
Customers believe service quality depends on _____
What is How they are dressed
400
_____ of merchants collect personal information about their consumers every time they make a purchase
What is 75%
400
About how much does retailers loose in fraud returns?
What is 16 Billion
400
What do many specialty stores base their promotions on?
What is Sales Quotas
500
What did retailers say were the most common forms of ethical violations?
What is "Dishonesty to vendors/suppliers" and "Dishonesty to customers"
500
successful salespeople : correctly identify the customers’ ______?
What is Needs
500
As a result of these computer breaches at DSW and TJX companies, consumer advocates are calling for ___
What is better protection of such data
500
What does NRF stand for?
What is National Retail Federation
500
discussed how each of these relate to ethical behavior
What is John McCarthy