Question 1

Nordstrom offers its customers a free dress shirt if it is ever out of stock on any of the basic sizes.This policy is an example of:

Accepted Answer

A)  price management. 
B)  building and fixture management. 
C)  promotion management. 
D)  credit management. 
E)  merchandise management. 
A)  price management. 
B)  building and fixture management. 
C)  promotion management. 
D)  credit management. 
E)  merchandise management.

Question 2

Which of the following is NOT a salesmanship factor measured by the customer service and sales enhancement audit?

Accepted Answer

A)  Merchandise knowledge 
B)  Customer contact 
C)  Needs clarification 
D)  Active selling 
E)  Suggestion selling 
A)  Merchandise knowledge 
B)  Customer contact 
C)  Needs clarification 
D)  Active selling 
E)  Suggestion selling

Question 3

The most common measure of a salesperson's or sales force's performance is conversion rate.

Accepted Answer

A) True 
 B)False

Question 4

Geek Squad's 24-hour in-home customer support is an example of a transaction service.

Accepted Answer

A) True 
 B)False

Question 5

The _____ is not an attempt to learn what the customer wants; instead,it concentrates on the facts of their shopping experience.

Accepted Answer

A)  customer service and sales enhancement audit 
B)  sales audit 
C)  consumer choice audit 
D)  service evaluation audit 
E)  audit 
A)  customer service and sales enhancement audit 
B)  sales audit 
C)  consumer choice audit 
D)  service evaluation audit 
E)  audit

Question 6

Which of the following statements is FALSE regarding the service level a retailer should offer its customers?

Accepted Answer

A)  The services offered by a retailer's store in one location should be different from those offered by another store in the chain in a different location. 
B)  The services offered by competitors will have an effect on the customer services a retailer offers. 
C)  A retailer may be able to increase profits by cutting back on costly customer services. 
D)  It is relatively easy for retailers to determine the optimal number and level of customer services to offer. 
E)  The size and type of store can influence which services a retailer should offer. 
A)  The services offered by a retailer's store in one location should be different from those offered by another store in the chain in a different location. 
B)  The services offered by competitors will have an effect on the customer services a retailer offers. 
C)  A retailer may be able to increase profits by cutting back on costly customer services. 
D)  It is relatively easy for retailers to determine the optimal number and level of customer services to offer. 
E)  The size and type of store can influence which services a retailer should offer.

Question 7

When designing a sales job,a retailer should consider all of the following factors EXCEPT:

Accepted Answer

A)  feedback from supervisors. 
B)  the amount of variety involved. 
C)  whether the applicant is outspoken or not. 
D)  the appropriate degree of autonomy. 
E)  the level of task identity present. 
A)  feedback from supervisors. 
B)  the amount of variety involved. 
C)  whether the applicant is outspoken or not. 
D)  the appropriate degree of autonomy. 
E)  the level of task identity present.

Question 8

Dwell time refers to the amount of time a consumer must spend waiting to complete a purchase (e.g.,standing in the cash register's line).

Accepted Answer

A) True 
 B)False

Question 9

Convenient operating hours are the most basic service a retailer should provide to a customer.

Accepted Answer

A) True 
 B)False

Question 10

The sales presentation is the first step in the retail selling process.

Accepted Answer

A) True 
 B)False

Question 11

Profitable retailers must be able to differentiate themselves by meeting the needs of their customers better than the competition.

Accepted Answer

A) True 
 B)False

Question 12

Explain the steps in the retail sales process.

Accepted Answer

Prospecting: Prospecting is the search p

Question 13

A recent study indicated that approximately half of department store shoppers who did not purchase an item,never had contact with salespeople.

Accepted Answer

A) True 
 B)False

Question 14

A customer that visits a retailer and finds the service level to be below their expectations is likely to become a repeat customer.

Accepted Answer

A) True 
 B)False

Question 15

What are the various factors that a customer service and sales enhancement audit seeks to measure? What value is provided to management by measuring these factors?

Accepted Answer

The audit provides management with a det

Question 16

Generally,retailers with high margins and high levels of customer service place more emphasis on which type of salesperson?

Accepted Answer

A)  Order getters 
B)  High-pressure sellers 
C)  Profit-oriented sellers 
D)  Order takers 
E)  Persuasive sellers 
A)  Order getters 
B)  High-pressure sellers 
C)  Profit-oriented sellers 
D)  Order takers 
E)  Persuasive sellers

Question 17

Retail salespeople and the service they provide are major factors in the consumer purchase decision.

Accepted Answer

A) True 
 B)False

Question 18

Explain the methods a retailer uses to evaluate its sales force and individual salespeople.

Accepted Answer

Performance Standards: Several standards

Question 19

The number of customers interviewed for a customer service and sales enhancement audit should reflect the size and shopping patterns of each store.

Accepted Answer

A) True 
 B)False

Question 20

What is the first thing that a salesperson should do during the sales presentation?

Accepted Answer

A)  Inform the customer about the benefits of the retailer's merchandise in an appealing manner. 
B)  Help the customer to decide on the product that best fulfills the customer's needs. 
C)  Listen to the customer's needs so that the salesperson can first determine the right price range of products. 
D)  Select the right product or service that the salesperson believes will satisfy the customer's needs. 
E)  Tell the customers that they are in goods hands. 
A)  Inform the customer about the benefits of the retailer's merchandise in an appealing manner. 
B)  Help the customer to decide on the product that best fulfills the customer's needs. 
C)  Listen to the customer's needs so that the salesperson can first determine the right price range of products. 
D)  Select the right product or service that the salesperson believes will satisfy the customer's needs. 
E)  Tell the customers that they are in goods hands.

Nordstrom offers its customers a free dress shirt if it is ever out of stock on any of the basic sizes.This policy is an example of:

Which of the following is NOT a salesmanship factor measured by the customer service and sales enhancement audit?

The most common measure of a salesperson's or sales force's performance is conversion rate.

Geek Squad's 24-hour in-home customer support is an example of a transaction service.

The _____ is not an attempt to learn what the customer wants; instead,it concentrates on the facts of their shopping experience.

Which of the following statements is FALSE regarding the service level a retailer should offer its customers?

When designing a sales job,a retailer should consider all of the following factors EXCEPT:

Dwell time refers to the amount of time a consumer must spend waiting to complete a purchase (e.g.,standing in the cash register's line).

Convenient operating hours are the most basic service a retailer should provide to a customer.

The sales presentation is the first step in the retail selling process.

Profitable retailers must be able to differentiate themselves by meeting the needs of their customers better than the competition.

Explain the steps in the retail sales process.

A recent study indicated that approximately half of department store shoppers who did not purchase an item,never had contact with salespeople.

A customer that visits a retailer and finds the service level to be below their expectations is likely to become a repeat customer.

What are the various factors that a customer service and sales enhancement audit seeks to measure? What value is provided to management by measuring these factors?

Generally,retailers with high margins and high levels of customer service place more emphasis on which type of salesperson?

Retail salespeople and the service they provide are major factors in the consumer purchase decision.

Explain the methods a retailer uses to evaluate its sales force and individual salespeople.

The number of customers interviewed for a customer service and sales enhancement audit should reflect the size and shopping patterns of each store.

What is the first thing that a salesperson should do during the sales presentation?

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

Nordstrom offers its customers a free dress shirt if it is ever out of stock on any of the basic sizes.This policy is an example of:

Which of the following is NOT a salesmanship factor measured by the customer service and sales enhancement audit?

The most common measure of a salesperson's or sales force's performance is conversion rate.

Geek Squad's 24-hour in-home customer support is an example of a transaction service.

The _____ is not an attempt to learn what the customer wants; instead,it concentrates on the facts of their shopping experience.

Which of the following statements is FALSE regarding the service level a retailer should offer its customers?

When designing a sales job,a retailer should consider all of the following factors EXCEPT:

Dwell time refers to the amount of time a consumer must spend waiting to complete a purchase (e.g.,standing in the cash register's line).

Convenient operating hours are the most basic service a retailer should provide to a customer.

The sales presentation is the first step in the retail selling process.

Profitable retailers must be able to differentiate themselves by meeting the needs of their customers better than the competition.

Explain the steps in the retail sales process.

A recent study indicated that approximately half of department store shoppers who did not purchase an item,never had contact with salespeople.

A customer that visits a retailer and finds the service level to be below their expectations is likely to become a repeat customer.

What are the various factors that a customer service and sales enhancement audit seeks to measure? What value is provided to management by measuring these factors?

Generally,retailers with high margins and high levels of customer service place more emphasis on which type of salesperson?

Retail salespeople and the service they provide are major factors in the consumer purchase decision.

Explain the methods a retailer uses to evaluate its sales force and individual salespeople.

The number of customers interviewed for a customer service and sales enhancement audit should reflect the size and shopping patterns of each store.

What is the first thing that a salesperson should do during the sales presentation?

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