Ch 1 Retail and Customer Behavior

A good retailer will try to be All things to all people All things to some people Some things to some people Some things to all people Which of the following is an inaccurate description regarding the distribution process?

• Manufacturer retailer wholesaler customer

• Online retailer Manufacturer customer

• Manufacturer retail distribution center retailer customer

• Manufacturer wholesaler retailer customer

The person who makes quick purchase decisions. These purchases are often fairly inexpensive items and don't have a high importance.

• Innovative Customer

• Diverse Shopper

• Impulse Buyer

• Recreational Shopper

Your ultimate goal as a sales associate is to:

• Meet your quota each month

• Provide service to as many customers as you can

• Satisfy the customer

Creating customer loyalty is rewarding for:

• The store

• The sales associate

• The customer

• All of the above

Brand loyal customers:

• Always purchase from the same store

• Ask for a particular make by name

• Either of the above

Which category would the following action be categorized in: acknowledge and welcome the customer in a cheerful manner in attempt to establish a rapport?

• Make a Connection with the Customer

• Assess Needs and Interest

• Listen and Confirm Customers' Needs

• Recommend Comprehensive Solutions

What is the sales associate's best response to Jack, who needs a 9-passenger van but it is not available?

• "I just rented the last 9-passenger van 2 hours ago. If you just would have gotten here earlier, I could have rented that on to you."

• "I'm sorry but all the 9-passenger vans are all rented out. In the future, Next time go online to rent the van in advance. We only have a few of those types and they are really popular."

• "I'm sorry but the 9-passenger van isn't available anymore. Would you be interested in renting a 7-passenger van?"

• "We have a larger van available in case you'd like to consider other options. But if you really want the 9-passenger van, we also have an office 31 miles away. Would you like me to check if they have one available?"

What should the associate say to help the customer decide between two popular brands of gloves?

• "If you're undecided, you can get both, and I can give you a 20% discount."

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

• "You can pick based on the color. Which color do you like best?"

• "They're both great gloves, so both choices are good choices."

What is the MOST effective way for a cake shop to promote additional business and create a loyal clientele?

• Create attractive cake displays and signs for customers who visit.

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

• Take pictures of the event and make posters for the shop.

• Place an ad in the local newspaper, showing the shop's address, telephone number, and site address.

What competitive relationship exists between Cabela's and Bass Pro, two retailers where a customer has $100 to spend on buying a gift?

• Rival competitors

• Replacement competitors

• Direct competitors

• Indirect competitors