Question 1

Which of the following is an important factor to consider when determining the service level to be offered by a retailer?

Accepted Answer

A)  Target market income 
B)  Selling policies of your channel partners 
C)  Price image 
D)  Minimum wage rate 
E)  level of inflation 
A)  Target market income 
B)  Selling policies of your channel partners 
C)  Price image 
D)  Minimum wage rate 
E)  level of inflation A

Question 2

A salesperson's conversion rate is defined as:

Accepted Answer

A)  the total number of customers who walk out of the store with a purchase divided by the total number of customers who entered the store. 
B)  the number of customers who make a purchase on the first visit to a store divided by the total number of customers. 
C)  total number of transactions per hour. 
D)  total items purchased divided by number of customers entering the store. 
E)  the number of customers who make a purchase divided by the number of customers who do not make a purchase. 
A)  the total number of customers who walk out of the store with a purchase divided by the total number of customers who entered the store. 
B)  the number of customers who make a purchase on the first visit to a store divided by the total number of customers. 
C)  total number of transactions per hour. 
D)  total items purchased divided by number of customers entering the store. 
E)  the number of customers who make a purchase divided by the number of customers who do not make a purchase. A

Question 3

When the customer begins to reexamine the product carefully,the customer may be nearing the closing phase of the sales process.

Accepted Answer

A) True 
 B)False  True

Question 4

Dorothy Lane Market offers weekly cooking classes.These demonstrations are an example of the retailer providing its customers with:

Accepted Answer

A)  transaction service. 
B)  convenient hours. 
C)  informational aids. 
D)  personal selling. 
E)  pretransaction service. 
A)  transaction service. 
B)  convenient hours. 
C)  informational aids. 
D)  personal selling. 
E)  pretransaction service.

Question 5

The availability of credit can increase customers' impulse buying and can also increase their willingness to purchase expensive items.

Accepted Answer

A) True 
 B)False

Question 6

_____ is the stage in the retail sales process where an effective salesperson continues to sell even after the sale has been competed.

Accepted Answer

A)  Approach 
B)  Prospecting 
C)  Sales presentation 
D)  Closing the sale 
E)  Suggestion selling 
A)  Approach 
B)  Prospecting 
C)  Sales presentation 
D)  Closing the sale 
E)  Suggestion selling

Question 7

A retailer's characteristics,such as store location,store size,and store type,help determine which services a retailer should offer its customers.

Accepted Answer

A) True 
 B)False

Question 8

A salesperson spends 25 minutes walking amidst the customers,looking for an interested person to engage in an approach.These 25 minutes are considered to be part of the salesperson's:

Accepted Answer

A)  closing time. 
B)  idle time. 
C)  nonselling time. 
D)  productive time. 
E)  selling time. 
A)  closing time. 
B)  idle time. 
C)  nonselling time. 
D)  productive time. 
E)  selling time.

Question 9

Prospecting is the process of attempting to locate and identify potential customers.

Accepted Answer

A) True 
 B)False

Question 10

A retailer's customer service policy should be integrated into all aspects of its operation.

Accepted Answer

A) True 
 B)False

Question 11

_____ is the process of locating or identifying potential customers that have the ability and willingness to purchase your product.

Accepted Answer

A)  Prospecting 
B)  Suggestion selling 
C)  Sales presentation 
D)  Closing the sale 
E)  Approach 
A)  Prospecting 
B)  Suggestion selling 
C)  Sales presentation 
D)  Closing the sale 
E)  Approach

Question 12

All of the following EXCEPT _____ are transaction services that retailers should offer customers.

Accepted Answer

A)  check cashing 
B)  personal selling 
C)  gift cards 
D)  layaway 
E)  complaint handling 
A)  check cashing 
B)  personal selling 
C)  gift cards 
D)  layaway 
E)  complaint handling

Question 13

The management of the retail sales force plays a crucial role in the success or failure of retail operations.

Accepted Answer

A) True 
 B)False

Question 14

If a retail salesperson is required to perform a wide range of activities,the person is said to have a high level of:

Accepted Answer

A)  task identity. 
B)  responsibility. 
C)  variety. 
D)  multi-tasking. 
E)  autonomy. 
A)  task identity. 
B)  responsibility. 
C)  variety. 
D)  multi-tasking. 
E)  autonomy.

Question 15

During the _____ stage of the retail selling process,a salesperson locates or identifies potential customers that have the ability and willingness to purchase the retailer's product.

Accepted Answer

A)  approach 
B)  closing the sale 
C)  sales presentation 
D)  prospecting 
E)  suggestion selling 
A)  approach 
B)  closing the sale 
C)  sales presentation 
D)  prospecting 
E)  suggestion selling

Question 16

Retailers that concentrate on the sale of convenience goods will expect their salespeople to be order getters.

Accepted Answer

A) True 
 B)False

Question 17

Selling time may involve time spent writing up the sales receipts,marking merchandise,organizing merchandise,or demonstrating merchandise to the customer.

Accepted Answer

A) True 
 B)False

Question 18

The customer service and sales enhancement audit report should not list the causes of walkouts for each selling area.

Accepted Answer

A) True 
 B)False

Question 19

The most common performance predictors used in selecting retail salespeople are demographics,personality,knowledge and intelligence,and prior work experience.

Accepted Answer

A) True 
 B)False

Question 20

A good retail salesperson should spend an equal amount of time on all five steps of the retail selling process.

Accepted Answer

A) True 
 B)False

Which of the following is an important factor to consider when determining the service level to be offered by a retailer?

A salesperson's conversion rate is defined as:

When the customer begins to reexamine the product carefully,the customer may be nearing the closing phase of the sales process.

Dorothy Lane Market offers weekly cooking classes.These demonstrations are an example of the retailer providing its customers with:

The availability of credit can increase customers' impulse buying and can also increase their willingness to purchase expensive items.

_____ is the stage in the retail sales process where an effective salesperson continues to sell even after the sale has been competed.

A retailer's characteristics,such as store location,store size,and store type,help determine which services a retailer should offer its customers.

A salesperson spends 25 minutes walking amidst the customers,looking for an interested person to engage in an approach.These 25 minutes are considered to be part of the salesperson's:

Prospecting is the process of attempting to locate and identify potential customers.

A retailer's customer service policy should be integrated into all aspects of its operation.

_____ is the process of locating or identifying potential customers that have the ability and willingness to purchase your product.

All of the following EXCEPT _____ are transaction services that retailers should offer customers.

The management of the retail sales force plays a crucial role in the success or failure of retail operations.

If a retail salesperson is required to perform a wide range of activities,the person is said to have a high level of:

During the _____ stage of the retail selling process,a salesperson locates or identifies potential customers that have the ability and willingness to purchase the retailer's product.

Retailers that concentrate on the sale of convenience goods will expect their salespeople to be order getters.

Selling time may involve time spent writing up the sales receipts,marking merchandise,organizing merchandise,or demonstrating merchandise to the customer.

The customer service and sales enhancement audit report should not list the causes of walkouts for each selling area.

The most common performance predictors used in selecting retail salespeople are demographics,personality,knowledge and intelligence,and prior work experience.

A good retail salesperson should spend an equal amount of time on all five steps of the retail selling process.

Perspectives on Retailing

Retail Strategic Planning and Operations Management

Retail Customers

Evaluating the Competition in Retailing

Managing the Supply Chain

Legal and Ethical Behavior

Market Selection and Retail Location Analysis

Managing a Retailer’s Finances

Merchandise Buying and Handling

Merchandise Pricing

Advertising and Promotion

Store Layout and Design

Managing People

Filters

Exam 12: Customer Service and Retail Selling

Which of the following is an important factor to consider when determining the service level to be offered by a retailer?

A salesperson's conversion rate is defined as:

When the customer begins to reexamine the product carefully,the customer may be nearing the closing phase of the sales process.

Dorothy Lane Market offers weekly cooking classes.These demonstrations are an example of the retailer providing its customers with:

The availability of credit can increase customers' impulse buying and can also increase their willingness to purchase expensive items.

_____ is the stage in the retail sales process where an effective salesperson continues to sell even after the sale has been competed.

A retailer's characteristics,such as store location,store size,and store type,help determine which services a retailer should offer its customers.

A salesperson spends 25 minutes walking amidst the customers,looking for an interested person to engage in an approach.These 25 minutes are considered to be part of the salesperson's:

Prospecting is the process of attempting to locate and identify potential customers.

A retailer's customer service policy should be integrated into all aspects of its operation.

_____ is the process of locating or identifying potential customers that have the ability and willingness to purchase your product.

All of the following EXCEPT _____ are transaction services that retailers should offer customers.

The management of the retail sales force plays a crucial role in the success or failure of retail operations.

If a retail salesperson is required to perform a wide range of activities,the person is said to have a high level of:

During the _____ stage of the retail selling process,a salesperson locates or identifies potential customers that have the ability and willingness to purchase the retailer's product.

Retailers that concentrate on the sale of convenience goods will expect their salespeople to be order getters.

Selling time may involve time spent writing up the sales receipts,marking merchandise,organizing merchandise,or demonstrating merchandise to the customer.

The customer service and sales enhancement audit report should not list the causes of walkouts for each selling area.

The most common performance predictors used in selecting retail salespeople are demographics,personality,knowledge and intelligence,and prior work experience.

A good retail salesperson should spend an equal amount of time on all five steps of the retail selling process.

Perspectives on Retailing

Retail Strategic Planning and Operations Management

Retail Customers

Evaluating the Competition in Retailing

Managing the Supply Chain

Legal and Ethical Behavior

Market Selection and Retail Location Analysis

Managing a Retailer’s Finances

Merchandise Buying and Handling

Merchandise Pricing

Advertising and Promotion

Store Layout and Design

Managing People

Filters