A
What is the practice of recommending additional items that complement a customer's purchase, such as recommending shoe cleaner with new leather shoes, called?
Opportunity setting
What role do distribution centers play in the retail industry?
Distribution centers make it easier for retailers to restock stores efficiently but do not handle the customer-facing aspects of retail
Who is responsible for the production of finished products?
Manufacturer
Imagine you hear a new idea from a colleague, but you respond with skepticism and dismissive comments. What would you call your reaction?
Negative Attitude
Imagine you're training a new salesperson and want to ensure they succeed in their role. Which of the following skills would be the most beneficial for them to focus on?
Active listening and communication
How are a persons thoughts and feelings about something best described?
Attitude
In a retail environment, where it's crucial to regularly update inventory and adjust product offerings to meet customer demand, what is the cycle called that involves regularly updating inventory and adjusting product offerings?
The retail product cycle
What term describes the physical goods that are bought and sold?
Products
In a grocery store, what term describes the length of time that a carton of milk remains fresh and suitable for consumption?
Shelf life
In a retail shoe business, what term describes the process of distributing new shipments of sneakers from the manufacturer to various store locations?
Allocation
Which of the following key performance indicators can be used to measure whether all employees in the company are reaching their sales goals?
a) Number of sales per employee
b) Number of sales per store location
c) Profit made per sale
d) Overall company growth
a) Number of sales per employee
When customers rate their visit to a clothing store, what term describes the measurement of how please they are with their shopping experience?
Customer satisfaction
Which of the following examples best describes the "T" in SMART goals?
a) Targeted
b) Tangible
c) Thorough
d) Time-based
D) Time-based
Retailers use technology in stores and online to:
Make tasks easier and faster to complete for employees and customers
Marketing programs that track purchase history, personal information and preferences and provide incentives to loyal, repeat customers are called:
Loyalty programs
In a retail store, what term describes the actions taken to ensure that both customers and employees are protected from injury and illness, such as maintaining clean floors?
Workplace safety
The customer's current television breaks the week before the super bowl. The customer is supposed to have a Super Bowl party and needs a new TV so the guests can watch the big game. Which phase of the customer life cycle does this example best represent?
Phase 1: Customer has a want/need
Which of the following is a good tip for connecting with customers in a retail store?
a) Leave them to shop on their own
b) Answer the phone and tell them you will be right with them
c) Greet within 30 seconds of their arrival
d) Encourage the customer to take their time
c) Greet within 30 seconds of their arrival
Companies measure whether they're reaching sales goals using KPIs, which stands for:
Key performance indicators
Which of the following does NOT describe the behavior of a great team member?
a) Keeps the merch right
b) Helps new associates who are joining the team
c) Helps customers find the right products
d) Blames others instead of taking responsibility for mistakes
d) Blames others instead of taking responsibility for mistakes
When distribution center team members use replenishment reports to retrieve quantities of items to be sent to stores they are:
Picking
Merch without an expiration date like electronics, tools and home goods typically has a longer:
Shelf life
What is an example of nonverbal communication?
Hand and body movement
Which of the following contributes to a negative impression of a brand?
a) Spending more time with customers
b) Finding a way to go an extra step for the customer
c) Inconsistent attributes and behaviors
d) Knowing your customers backwards and forwards
c) Inconsistent attributes and behaviors
Which of the following can decrease customer satisfaction?
a) Value for the dollar
b) A clean, safe, and easy-to-shop location
c) Long wait times at checkout
d) Good assortment of products and services
c) Long wait times