Question 1

_____ retailing includes all the activities designed to attract,retain,and enhance customer relationships.

Accepted Answer

A)  Relationship 
B)  Consumer 
C)  High-performance 
D)  Service 
E)  Promotional 
A)  Relationship 
B)  Consumer 
C)  High-performance 
D)  Service 
E)  Promotional

Question 2

Which of the following describes the degree to which an employee is involved in the total sales process?

Accepted Answer

A)  Autonomy 
B)  Responsibility 
C)  Individuality 
D)  Involved time 
E)  Task identity 
A)  Autonomy 
B)  Responsibility 
C)  Individuality 
D)  Involved time 
E)  Task identity

Question 3

Your total sales during a six-hour shift were $1,200.Your individual performance in terms of sales per hour would be:

Accepted Answer

A)  $1,200. 
B)  $200. 
C)  $2,000. 
D)  $400. 
E)  $66. 
A)  $1,200. 
B)  $200. 
C)  $2,000. 
D)  $400. 
E)  $66.

Question 4

The two most overlooked problems regarding transaction services are having clean restrooms and minimizing dwell time.

Accepted Answer

A) True 
 B)False

Question 5

According to the text,which of the following is NOT one of the general ways a retail salesperson can spend his/her time?

Accepted Answer

A)  Idle time 
B)  Nonselling time 
C)  Merchandising time 
D)  Selling time 
E)  Absent time 
A)  Idle time 
B)  Nonselling time 
C)  Merchandising time 
D)  Selling time 
E)  Absent time

Question 6

The _____ provides management with a detailed analysis of current sales activity by location and by selling area.

Accepted Answer

A)  merchandise management audit 
B)  closing audit 
C)  customer service and sales enhancement audit 
D)  customer choice audit 
E)  sales audit 
A)  merchandise management audit 
B)  closing audit 
C)  customer service and sales enhancement audit 
D)  customer choice audit 
E)  sales audit

Question 7

The conversion rate is computed by dividing the total number of customers who walk out of the store with a purchase by the total number of customers who entered the store.

Accepted Answer

A) True 
 B)False

Question 8

A small decrease in converting nonpurchasing consumers into customers could increase sales dramatically.

Accepted Answer

A) True 
 B)False

Question 9

Most salespersons state that_____ is the most difficult step in the selling process.

Accepted Answer

A)  determining the consumer's "real" need 
B)  asking them for more information 
C)  initial contact with the customer 
D)  closing the sale 
E)  listening to what the customer has to say 
A)  determining the consumer's "real" need 
B)  asking them for more information 
C)  initial contact with the customer 
D)  closing the sale 
E)  listening to what the customer has to say

Question 10

High-performance retailers can develop programs to attract,retain,and enhance relationships with their customers by offering _____ benefits.

Accepted Answer

A)  social and product 
B)  product and convenience 
C)  convenience and image 
D)  financial and social 
E)  image and social 
A)  social and product 
B)  product and convenience 
C)  convenience and image 
D)  financial and social 
E)  image and social

Question 11

Which of the following is an example of a posttransaction service offered by retailers?

Accepted Answer

A)  Information aids 
B)  Counseling lessons 
C)  Credit availability 
D)  Delivery 
E)  Layaway 
A)  Information aids 
B)  Counseling lessons 
C)  Credit availability 
D)  Delivery 
E)  Layaway

Question 12

A retailer located downtown will likely offer different services than one located in a suburban shopping center,even if they sell the same merchandise.

Accepted Answer

A) True 
 B)False

Question 13

A transient customer is a consumer who:

Accepted Answer

A)  routinely shops multiple stores looking for the best price. 
B)  visits another store only when his/her regular store is closed. 
C)  visits the store while on vacation. 
D)  actively seeks an alternative store that offers the level of customer service he/she feels is appropriate. 
E)  shops multiple stores because he/she prefers is indecisive. 
A)  routinely shops multiple stores looking for the best price. 
B)  visits another store only when his/her regular store is closed. 
C)  visits the store while on vacation. 
D)  actively seeks an alternative store that offers the level of customer service he/she feels is appropriate. 
E)  shops multiple stores because he/she prefers is indecisive.

Question 14

A type of salesperson who informs,guides,and persuades the customer in order to culminate a transaction either immediately or in the future is called a(n):

Accepted Answer

A)  profit-oriented seller. 
B)  persuasive seller. 
C)  order getter. 
D)  task-oriented seller. 
E)  order taker. 
A)  profit-oriented seller. 
B)  persuasive seller. 
C)  order getter. 
D)  task-oriented seller. 
E)  order taker.

Question 15

Customers who are confident in their ability to make decisions,and who are open to new ideas but want brevity,are characterized as:

Accepted Answer

A)  interrupters. 
B)  decisive. 
C)  sociable. 
D)  defensive. 
E)  impulsive. 
A)  interrupters. 
B)  decisive. 
C)  sociable. 
D)  defensive. 
E)  impulsive.

Question 16

What are the three different components of customer service,and how can they enhance a retailer's relationship with its customers? What types of financial and social benefits can a retailer offer customers to develop stronger relationships with them?

Accepted Answer

The three elements are: pretransaction,t

Question 17

The design of a sales job has a major impact on a salesperson's performance.

Accepted Answer

A) True 
 B)False

Question 18

High-quality service is service that meets or exceeds customers' expectations.

Accepted Answer

A) True 
 B)False

Question 19

The three basic tasks of retailing are:

Accepted Answer

A)  getting consumers from outside your trading area into your store, getting these consumers to sign up for store credit, and keeping these consumers happy. 
B)  getting consumers from inside your trading area into your store, getting these consumers to sign up for store credit, and offer these consumers the lowest prices possible. 
C)  getting consumers from your trading area into your store, converting these consumers into loyal customers, and doing so in the most efficient manner possible. 
D)  getting consumers from your trading area into your store, getting these consumers to sign up for store credit, and converting them into loyal customers. 
E)  getting consumers from your trading area into your store, keeping them happy while in the store, and getting them to join the store's frequent buyers program. 
A)  getting consumers from outside your trading area into your store, getting these consumers to sign up for store credit, and keeping these consumers happy. 
B)  getting consumers from inside your trading area into your store, getting these consumers to sign up for store credit, and offer these consumers the lowest prices possible. 
C)  getting consumers from your trading area into your store, converting these consumers into loyal customers, and doing so in the most efficient manner possible. 
D)  getting consumers from your trading area into your store, getting these consumers to sign up for store credit, and converting them into loyal customers. 
E)  getting consumers from your trading area into your store, keeping them happy while in the store, and getting them to join the store's frequent buyers program.

Question 20

A retailer ensures that customers are able to locate a needed item by having proper in-store signage,displays,helpful employees,and a well-designed layout.This is an example of:

Accepted Answer

A)  pretransaction services. 
B)  transaction services. 
C)  promotional services. 
D)  posttransaction services. 
E)  building and fixture management. 
A)  pretransaction services. 
B)  transaction services. 
C)  promotional services. 
D)  posttransaction services. 
E)  building and fixture management.

_____ retailing includes all the activities designed to attract,retain,and enhance customer relationships.

Which of the following describes the degree to which an employee is involved in the total sales process?

Your total sales during a six-hour shift were $1,200.Your individual performance in terms of sales per hour would be:

The two most overlooked problems regarding transaction services are having clean restrooms and minimizing dwell time.

According to the text,which of the following is NOT one of the general ways a retail salesperson can spend his/her time?

The _____ provides management with a detailed analysis of current sales activity by location and by selling area.

The conversion rate is computed by dividing the total number of customers who walk out of the store with a purchase by the total number of customers who entered the store.

A small decrease in converting nonpurchasing consumers into customers could increase sales dramatically.

Most salespersons state that_____ is the most difficult step in the selling process.

High-performance retailers can develop programs to attract,retain,and enhance relationships with their customers by offering _____ benefits.

Which of the following is an example of a posttransaction service offered by retailers?

A retailer located downtown will likely offer different services than one located in a suburban shopping center,even if they sell the same merchandise.

A transient customer is a consumer who:

A type of salesperson who informs,guides,and persuades the customer in order to culminate a transaction either immediately or in the future is called a(n):

Customers who are confident in their ability to make decisions,and who are open to new ideas but want brevity,are characterized as:

What are the three different components of customer service,and how can they enhance a retailer's relationship with its customers? What types of financial and social benefits can a retailer offer customers to develop stronger relationships with them?

The design of a sales job has a major impact on a salesperson's performance.

High-quality service is service that meets or exceeds customers' expectations.

The three basic tasks of retailing are:

A retailer ensures that customers are able to locate a needed item by having proper in-store signage,displays,helpful employees,and a well-designed layout.This is an example of:

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

_____ retailing includes all the activities designed to attract,retain,and enhance customer relationships.

Which of the following describes the degree to which an employee is involved in the total sales process?

Your total sales during a six-hour shift were $1,200.Your individual performance in terms of sales per hour would be:

The two most overlooked problems regarding transaction services are having clean restrooms and minimizing dwell time.

According to the text,which of the following is NOT one of the general ways a retail salesperson can spend his/her time?

The _____ provides management with a detailed analysis of current sales activity by location and by selling area.

The conversion rate is computed by dividing the total number of customers who walk out of the store with a purchase by the total number of customers who entered the store.

A small decrease in converting nonpurchasing consumers into customers could increase sales dramatically.

Most salespersons state that_____ is the most difficult step in the selling process.

High-performance retailers can develop programs to attract,retain,and enhance relationships with their customers by offering _____ benefits.

Which of the following is an example of a posttransaction service offered by retailers?

A retailer located downtown will likely offer different services than one located in a suburban shopping center,even if they sell the same merchandise.

A transient customer is a consumer who:

A type of salesperson who informs,guides,and persuades the customer in order to culminate a transaction either immediately or in the future is called a(n):

Customers who are confident in their ability to make decisions,and who are open to new ideas but want brevity,are characterized as:

What are the three different components of customer service,and how can they enhance a retailer's relationship with its customers? What types of financial and social benefits can a retailer offer customers to develop stronger relationships with them?

The design of a sales job has a major impact on a salesperson's performance.

High-quality service is service that meets or exceeds customers' expectations.

The three basic tasks of retailing are:

A retailer ensures that customers are able to locate a needed item by having proper in-store signage,displays,helpful employees,and a well-designed layout.This is an example of:

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