NRF retail overview

The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business​ ​ (a)  

• company brand
• brand promise
• company culture
• customer service

The unique way that the organization's employees interact with each other and with customers

• company brand

• brand promise

• company culture

• customer service

Reorder the following (from start to finish)

The correct steps for customer loyalty life cycle

• the customer has a want or need

• the customer has a good customer service experience and purchases from the retailer again and tells others about their experience

• the customer either likes or does not like their shopping experience

• the customer chooses a buying option-either at a store or online

• the customer considers different purchases

Reorder the following from beginning to end

The Customer Service Process

• deliver

• understand

• respond

• greet

• listen

Refers to recommending additional products that complement a customer's purchase (such as batteries, or items that contribute to a more complete experience for the customer)

• upselling

• cross selling

• loyalty programs

• comparison

The act of highlighting or revealing an extra value of a product or directing the customer's attention to other products that may better satisfy her/his needs, even when they may be more expensive

• cross selling

• loyalty program

• comparison

• upselling

A customer gives you $10 for a toothbrush that is $4.75. How much change is he owed?

• $5.25

• $4.25

• $2.75

• $6.50

Tags containing electronically stored information that identify objects - either individual items or pallets with many products is called ​ (a)  

• RFID (radio frequency identification)
• Barcode

A system of numbers that uniquely identifies bulk produce items or other items on which it may be difficult to apply a barcode

• receiving

• PLU (price look up)

• barcode

• RFID (radio frequency identification)

The behind the scenes area in a store where inventory is kept that does not fit on the sales floor or is awaiting a specific release date to be sold

• inventory replenishment

• stocking

• receiving

• stockroom