Business of Retail certification - chapter 1 - Questions A

Front

Which category would the following action be categorized in: acknowledge and welcome the customer in a cheerful manner in attempt to establish a rapport? Options: Make a Connection with the Customer, Assess Needs and Interest, Listen and Confirm Customers’ Needs, Recommend Comprehensive Solutions

Back

Make a Connection with the Customer

Front

A customer shopping for gloves is undecided about which brand to buy. She narrowed her options down to 2 popular brands, what should the associate say to help the customer decide?

Back

Both gloves have great reviews. Why don’t you try both and see how they feel on your hands?

Front

A cake shop completed its first big party. The shop wants to promote additional business and create a loyal clientele. Which is the MOST effective way to do this?

Back

Ask satisfied customers for feedback, referrals, and opportunities to serve their upcoming events.

Front

A customer has $100 to spend on buying a gift. They could make their purchase either at Home Depot or at Lowe's. What competitive relationship exists between these two retailers?

Back

Direct competitors

Front

What should you do if a customer at O’Reilly’s Auto Store asks about the safe air pressure for her tire and you don’t know the answer? Options: Ask another associate at the store that might know what’s the recommended PSI for the tire, Tell Susan the pressure she should use is the 24 PSI just to be safe since you know that’s not, Tell the Susan that you don’t know the answer to that question, Look up the answer online

Back

Ask another associate at the store that might know what’s the recommended PSI for the tire

Front

What competitive relationship exists between Taco Bell and Subway?

Back

Indirect competitors

Front

Target buys hats from many manufacturers and stores them here before shipping to their stores.

Back

Distribution Center

Front

_________________ are retailers that offer the same products or services with the goal of selling it to the same audience

Back

Direct Competitors

Front

A sales associate just completed a sale on a dishwasher and the customer wants it delivered tomorrow on the associate’s day off. What should the sales associate do? Options: Give the warehouse delivery service’s phone number to the customer and have the customer deal w/ it, Check with the warehouse delivery drivers while the customer is still in the store, Explain that they have no control over the delivery schedule, Promise delivery for the specified time to make the customer happy.

Back

Check with the warehouse delivery drivers while the customer is still in the store

Front

Mr. Wilson needs a large suitcase for a trip in less than a week. He found a suitcase on your website that is not in stock. What should you do?

Back

Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery.