Question 1

Idle time is when the salesperson is on the sales floor but is not involved in any productive work.

Accepted Answer

A) True 
 B)False

Question 2

Nordstrom's return policy to "Replace anything on demand,no matter how expensive,no questions asked," is an example of a:

Accepted Answer

A)  pretransaction service. 
B)  personal shopping service. 
C)  transaction service. 
D)  price image of the store. 
E)  posttransaction service. 
A)  pretransaction service. 
B)  personal shopping service. 
C)  transaction service. 
D)  price image of the store. 
E)  posttransaction service.

Question 3

Customers with intense and impatient personalities are characterized as:

Accepted Answer

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

Question 4

Whenever possible,begin the sales presentation with,"May I help you?"

Accepted Answer

A) True 
 B)False

Question 5

One frequent form of conflict in a customer's choice criteria is the desire for a product to possess two or more attributes that are mutually exclusive.

Accepted Answer

A) True 
 B)False

Question 6

Retailers should attempt to maximize the profit on each transaction and not be concerned about building a mutually beneficial,long-term relationship with their customers.

Accepted Answer

A) True 
 B)False

Question 7

A fast food restaurant is more likely to employ order takers than order getters.

Accepted Answer

A) True 
 B)False

Question 8

Customers who tend to postpone all decisions,and who want the salesperson to make the decision for them,are characterized as:

Accepted Answer

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

Question 9

The best sales strategy to use when the customer does not have a prior criteria set is to educate the customer on the best choice criteria and how to weigh them.

Accepted Answer

A) True 
 B)False

Question 10

Closing the sale is the action the salesperson takes when the customer decides to leave the store without making a purchase.

Accepted Answer

A) True 
 B)False

Question 11

Assuming that the decision has been made and asking if the sale will be cash or charge can be an effective way to close a sale.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following activities is NOT a transaction service?

Accepted Answer

A)  Gift wrapping and packaging 
B)  Credit 
C)  Convenient hours 
D)  Personal shopping 
E)  Layaway 
A)  Gift wrapping and packaging 
B)  Credit 
C)  Convenient hours 
D)  Personal shopping 
E)  Layaway

Question 13

Today's retailers can develop long-term relationships with their customers by offering financial and social benefits.

Accepted Answer

A) True 
 B)False

Question 14

The use of suggestion selling always increases the customer's satisfaction with the retailer.

Accepted Answer

A) True 
 B)False

Question 15

The most important skill the retailer can teach the new sales staff is common customer etiquette and courtesy.

Accepted Answer

A) True 
 B)False

Question 16

A local stockbroker spent two hours explaining the benefits of owning IBM stock to a middle-aged couple.After listening to stockbroker,the couple decided not to buy IBM stock.The two hours the stockbroker spent with the couple would be considered:.

Accepted Answer

A)  wasted time. 
B)  idle time. 
C)  nonselling time. 
D)  unproductive time. 
E)  selling time. 
A)  wasted time. 
B)  idle time. 
C)  nonselling time. 
D)  unproductive time. 
E)  selling time.

Question 17

A customer service program should not consider the layout and design of the retailer's building and its fixtures.

Accepted Answer

A) True 
 B)False

Question 18

A retailer of luxury products offers personal shopping,free gift wrapping,and free delivery.The retailer is most likely considering which factor when determining the customer services offered?

Accepted Answer

A)  Competition 
B)  Price image 
C)  Cost of service 
D)  Type of merchandise 
E)  Retailer characteristics 
A)  Competition 
B)  Price image 
C)  Cost of service 
D)  Type of merchandise 
E)  Retailer characteristics

Question 19

A grocery store is most likely to employ what type of salespeople?

Accepted Answer

A)  Order getters 
B)  Persuasive sellers 
C)  Sales support staff 
D)  Order takers 
E)  Informational sellers 
A)  Order getters 
B)  Persuasive sellers 
C)  Sales support staff 
D)  Order takers 
E)  Informational sellers

Question 20

Which of the following is NOT an effective method of closing a sale?

Accepted Answer

A)  Assume that the customer has already made a decision 
B)  Make the decision for the customer 
C)  Tell the customer that it would be really stupid if he/she does not buy the merchandise you have just suggested 
D)  Ask the customer to select the product/service 
E)  Turn an objection around by stressing a positive aspect of the product 
A)  Assume that the customer has already made a decision 
B)  Make the decision for the customer 
C)  Tell the customer that it would be really stupid if he/she does not buy the merchandise you have just suggested 
D)  Ask the customer to select the product/service 
E)  Turn an objection around by stressing a positive aspect of the product

Idle time is when the salesperson is on the sales floor but is not involved in any productive work.

Nordstrom's return policy to "Replace anything on demand,no matter how expensive,no questions asked," is an example of a:

Customers with intense and impatient personalities are characterized as:

Whenever possible,begin the sales presentation with,"May I help you?"

One frequent form of conflict in a customer's choice criteria is the desire for a product to possess two or more attributes that are mutually exclusive.

Retailers should attempt to maximize the profit on each transaction and not be concerned about building a mutually beneficial,long-term relationship with their customers.

A fast food restaurant is more likely to employ order takers than order getters.

Customers who tend to postpone all decisions,and who want the salesperson to make the decision for them,are characterized as:

The best sales strategy to use when the customer does not have a prior criteria set is to educate the customer on the best choice criteria and how to weigh them.

Closing the sale is the action the salesperson takes when the customer decides to leave the store without making a purchase.

Assuming that the decision has been made and asking if the sale will be cash or charge can be an effective way to close a sale.

Which of the following activities is NOT a transaction service?

Today's retailers can develop long-term relationships with their customers by offering financial and social benefits.

The use of suggestion selling always increases the customer's satisfaction with the retailer.

The most important skill the retailer can teach the new sales staff is common customer etiquette and courtesy.

A local stockbroker spent two hours explaining the benefits of owning IBM stock to a middle-aged couple.After listening to stockbroker,the couple decided not to buy IBM stock.The two hours the stockbroker spent with the couple would be considered:.

A customer service program should not consider the layout and design of the retailer's building and its fixtures.

A retailer of luxury products offers personal shopping,free gift wrapping,and free delivery.The retailer is most likely considering which factor when determining the customer services offered?

A grocery store is most likely to employ what type of salespeople?

Which of the following is NOT an effective method of closing a sale?

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

Idle time is when the salesperson is on the sales floor but is not involved in any productive work.

Nordstrom's return policy to "Replace anything on demand,no matter how expensive,no questions asked," is an example of a:

Customers with intense and impatient personalities are characterized as:

Whenever possible,begin the sales presentation with,"May I help you?"

One frequent form of conflict in a customer's choice criteria is the desire for a product to possess two or more attributes that are mutually exclusive.

Retailers should attempt to maximize the profit on each transaction and not be concerned about building a mutually beneficial,long-term relationship with their customers.

A fast food restaurant is more likely to employ order takers than order getters.

Customers who tend to postpone all decisions,and who want the salesperson to make the decision for them,are characterized as:

The best sales strategy to use when the customer does not have a prior criteria set is to educate the customer on the best choice criteria and how to weigh them.

Closing the sale is the action the salesperson takes when the customer decides to leave the store without making a purchase.

Assuming that the decision has been made and asking if the sale will be cash or charge can be an effective way to close a sale.

Which of the following activities is NOT a transaction service?

Today's retailers can develop long-term relationships with their customers by offering financial and social benefits.

The use of suggestion selling always increases the customer's satisfaction with the retailer.

The most important skill the retailer can teach the new sales staff is common customer etiquette and courtesy.

A local stockbroker spent two hours explaining the benefits of owning IBM stock to a middle-aged couple.After listening to stockbroker,the couple decided not to buy IBM stock.The two hours the stockbroker spent with the couple would be considered:.

A customer service program should not consider the layout and design of the retailer's building and its fixtures.

A retailer of luxury products offers personal shopping,free gift wrapping,and free delivery.The retailer is most likely considering which factor when determining the customer services offered?

A grocery store is most likely to employ what type of salespeople?

Which of the following is NOT an effective method of closing a sale?

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