Retail Competitors and Cake Shop Promotion

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

• Replacement Competitors

• Indirect Competitors

• Direct Competitors

• Partner Competitors

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?

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

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

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

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

Keith decides he will use Turbo Tax to do his own federal income taxes and file them. Keith shops for the software at Office Depot on Friday evening. He plans to do his taxes over the weekend so he can mail them on Monday, April 15. Allison is the sales associate and tells Keith that they do not have the program in stock. Allison checks with the buyer and finds out that a new supply is expected on Monday. What’s the best way for Allison do to help Keith right now?

• Tell Keith that she will call him as soon as the new shipment arrives and put one on hold for him.

• Call a competitor’s store and see if they have the program in stock to meet the customer’s immediate needs.

• Ask Keith what Turbo Tax features he likes about the software and see if the store has another program in stock that would fit his needs.

• Ask Keith why he waited until the last minute to do his taxes.

Jack a customer who needs a 9-passenger van to bring his son’s basketball team to a Dave & Busters for a group outing. He goes into the nearby vehicle rental office looking to rent a 9-passenger van, but another customer rented the last one available 2 hours earlier. Jack seems he really needs that type of vehicle, and the closest rental office with this type of vehicle is 31 miles away. What is the sales associate’s best response?

• “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?”

• “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 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.”

Several customers are checking out at the express lane with 10-15 items. There is a large sign that says the express lane is for customers with 5 items or less. The cashier's supervisor wants the 5-item rule enforced. What should the cashier do?

• Serve the customers anyway

• Call the supervisor over to enforce the rule

• Write a sign to place in front of the register

• Ask the customers to choose another lane

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

• Listen and Confirm Customers’ Needs

• Assess Needs and Interest

• Recommend Comprehensive Solutions

A ____________ is a business that’s owned by shareholders through publicly traded stock, has many stores and has centralized ownership.

• Private Company

• Franchise

• Corporation

• Independent

A customer has $100 to spend on buying a gift. They could make their purchase either at Cabela’s or at Bass Pro. What competitive relationship exists between these two retailers?

• Rival competitors

• Indirect competitors

• Direct competitors

• Replacement competitors

A sales associate just completed a sale on a dishwasher and the customer wants it delivered tomorrow on the associate’s day off. Which of the following should the sales associate do?

• Promise delivery for the specified time to make the customer happy.

• 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.

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?

• “They’re both great gloves, so both choices are good choices.”

• “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?”

• “If you’re undecided, you can get both, and I can give you a 20% discount.”