Business of Retail Credentialing TEST PREP (Part 1)

Front

Delivering a positive, memorable experience that leads to customer loyalty is called:

Back

Quality Customer Service

Front

Your store ran an ad in the local paper stating that all men's shirts will be reduced 30% from Friday through Sunday only. A customer comes in Monday morning with a copy of the ad and tells you that he spoke with someone who told him Monday would be okay to redeem the discount. What should you tell the customer?

Back

My manager will have to approve the discount. Excuse me while I go find him for you.

Front

What should the associate do when Julie requests a credit for the price difference on her coat, which is now 30% off, considering the store's 14-day sales price adjustment policy?

Back

Ask the customer to wait while the sales associate asks the manager for approval.

Front

A customer comes into your store wishing to purchase a specific item. You do not carry the item, so you attempt to sell him a similar item. The customer is committed to buying the specific item, and you can special order it from the vendor. Why should you order the item?

Back

Special orders provide additional service and build customer loyalty.

Front

What policies within a company may be given room for interpretation by the employees?

Back

Those designed to ensure customer satisfaction.

Front

The alarm goes off as a customer is leaving the store. You notice that the customer has a shopping bag, but is also wearing an oversized hoodie. What should you do?

Back

Apologize to the customer and politely ask them to look for any sensor that could have been attached by mistake.

Front

Which is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?

Back

Encourage the feedback and think of the comments as free market research.

Front

How can a sales associate let his customers know about a new soft drink and increase both his wholesale sales and the retailer's sales? Options: Tell the retailer that the sales associate has added 10 cases to the retailer's account. Load the truck with the new soft drink because his boss told him to. Give the retailer a free offer and ask for an order on the next trip. Wait until the new soft drink has been on the market for two months to see if it becomes popular.

Back

Give the retailer a free offer and ask for an order on the next trip.

Front

You are a sales associate at a stationary store and the manager has noticed that green pens are not selling very fast. The manager challenges you to sell 50 green pens for $1.00 each. Which of the following is the BEST action to achieve this goal? Options: Decorate the store with a green theme., Ask the customers if they need a green pen?, Offer them to each customer while ringing them up., Let the customer use the green pen to sign their credit slip.

Back

Offer them to each customer while ringing them up.

Front

A sales associate is completing a sales transaction for a plasma television. The customer asks about the warranty, but the sales associate is unsure about how to answer the customer's question. What should the sales associate do?

Back

Locate a copy of the warranty document and share it with the customer.