Which of the following best defines quality customer service?

Delivering a positive, memorable experience that is more than what the customer expected.

Adhering to company policies when processing returns.

Doing exactly what company procedures say to do.

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

Which of the following is the best way to demonstrate that you have understood customer?

Restate the customer's exact words

Restate and summarize their needs

Ask the customer to repeat what they said

Ask the customer a follow-up question

Which of the following is an example of upselling?

"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00."

"I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price-it's on sale!"

"I'm sure you'll love those basketball sneakers. Do you also need any T-shirts or shorts?"

"I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."

A retailer's total inventory is:

All inventory owned by the retailer, regardless of its location

All inventory a retailer has on order

All inventory available in the retailer's physical stores

All inventory sold within the past year

Juliana is stocking shampoo on the sales floor, she finds a bottle that has a hole and is leaking shampoo, and throws it out. She then continues stocking and move on with her day. Which of the following would then be true?

The number of shampoo bottles in the inventory system would be too high.

The inventory system's numbers would still be accurate

The number of shampoo bottles in the inventory system would be too low.

The inventory would need to be counted manually.

If a POS system detects credit card or debit card fraud, what will it do?

Place an automated call to security

Which of the following is NOT an example of employee fraud or theft?

Intentionally pricing items incorrectly.

Giving products away to friends or family.

Chatting with coworkers when there's stocking to be done.

Which agency or law protects employees who report unlawful or unsafe practices?

Americans with Disabilities Act

Which of the following is a proper lifting technique?

If you're straining, bend your knees

If you see a spill of food or liquid on the sales floor, what's the first thing you should do?

Stand near or over the spill to direct traffic away from it until it can be cleaned up

Call for a custodian or maintenance person to clean it up

Find a mop or broom and clean it up yourself

Find out who was responsible for causing the spill

If a business' revenue is $1,150 and its cost of goods sold (COGS) is $734, what is the business' gross profit?

There's not enough information to calculate this

If a business' gross profit is 100 and its revenue is $500, what is the business' profit margin percentage?

There's not enough information to calculate this

Suppose that Bill and Joanne are sale associates at a retailer. Bill says to JoAnne: I'm not getting to work the shifts I want-I can't believe that Alexis only gave e 6 hours this week. I don't even think I can make rent this month if this doesn't change." What's the problem that Bill is facing?

He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected

He doesn't like the times when he works

He wants to work in a different part of the store

Which if the following is a SMART goal?

I will increase my monthly sales volume by 20% by the end of March

I will increase my sales volume until me manager is happy with my performance

I will increase my monthly sales volume every month

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Which of the following is a term for physical goods that are bought and sold?

Which of the following is a standard term that describes the audience of retail stores-that is, the people who will buy things from the stores?

Which of the following is a term for intangible things such as providing delivery, that are sold by retailers?

Which of the following terms best describes a grower of potatoes?

The majority of retailers are:

Which of the following is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?

Approximately what percentage of U.S. jobs are retail jobs, as of 2019?

What kinds of things does a manufacturer produce?

Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?

Which of the following would NOT be a factor that affects which products a retailer chooses to select to offer in a store?

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