MKMS2-RetailCert- Final Exam Review

Front

Which factor does NOT affect product selection for a store? Options: Local customer preferences, Manufacturer incentives, Employee preferences, The store's location.

Back

Employee preferences

Front

Term that describes distributing merchandise from the manufacturer to a retailer's locations.

Back

Allocation

Front

Reducing the price of an item to encourage sales is called?

Back

Markdown

Front

Term for the overall impression gathered from information seen, heard, and experienced by customers who encounter a business, its products and services.

Back

Company brand

Front

Which of the following best defines quality customer service?

Back

Offering free items to customers in order to keep them coming back

Front

After one negative experience, approximately what percentage of people say they will never do business with that company again?

Back

50%

Front

Which of the following is NOT a step in the basic selling process?

• Make a connection
• Recite product features
• Personalize service
• Assess needs

Back

Recite product features

Front

Type of question that cannot be answered with 'yes' or 'no'.

Back

An open-ended question

Front

Type of question designed to elicit a "yes" or "no" answer.

Back

A closed-ended question

Front

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind words?

Back

Active Listening