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WorksheetsRetail Credentialing II
Total questions: 80
Worksheet time: 1hrs 13mins
What is Retail Design?
THE CLIENT + RETAIL BUSINESS
RETAIL BUSINESS + THE CLIENT
THE INDIVIDUAL + RETAIL BUSINESS
Principles of Merchandising
Area allocation: Net Selling Area (?? % of GFA Gross Floor Area)
85%
75%
80%
70%
Disadvantages for this type of business include: owner pays for everything, hard to get money to start from the bank, owner might lack skills & unlimited liability.
Sole Proprietorship
Partnership
Corporation
Limited liability company
Which of the following is likely to be the main factor influencing the location of a small barber shop? Proximity to:
Customers
Labour
Raw materials
Competitors
A business has the choice to locate at Site A, which is close to the market, or Site B, which is close to materials and labour. The benefit of choosing Site A over Site B is that it is close to:
Customers
Suppliers
Raw materials
Employees
Survival in a business situation means:
Making products cheaper than competitors
Making sure the business continues to operate
Making less profit than last year
Providing good service rather than making profit
A sole proprietor can be described as
Having a partner
being self-employed
have a boss
having stock options
Cost price is...
how much you pay for something.
how much you sell something for.
True or False// Demographics refers to statistics that describe a population in terms of personal characteristics.
True
False
Demographic refers to: statistics that describe a population
True
False
Distribution is deciding how:
Much it cost
Physically moving and storing goods
Getting a product setup
selling a product
Describe why good customer service is important
Bad customer service helps to retain customers and will maintain or increase sales
It helps retain and gain customers, which will help maintain or increase sales and ultimately profit.
When shopping online (E-Commerce), how might a business provide good customer service?
Provide FAQs, Contact us and live chat on their E-Commerce website to help answer customer questions
Have a customer service help desk, staff available to assist and staff serving on tills (EPOS) systems
Which of the following is likely to be the main factor influencing the location of a small barber shop? Proximity to:
Customers
Labour
Raw materials
Competitors
who is a retailer
who manufactures goods
who supplies goods in small quantities
who supplies goods in bulk
who advertises goods
which type of retail store is it?
traditional store
small scale retailing
super market
departmental store
According to Philip Kotler, definition of retail is the
marketing mix (4P's) including price, product, promotion and price.
concept of selling goods or service in the outlet mall.
activities involved in selling goods or services to the final consumers for personal, non-business use.
activities involved in creating brand awareness among new potential customers.
What do you do before an interview?
Play video games all day
Research the company
Practice computer skills
Call in sick
How should you act at an interview?
Rude and snobby
Sarcastic
Funny
Calm and focused
What is retail store?
A store that sells directly to end user.
A wholesales store.
A store that sells directly to end producer.
A store that sells special price
What is the example of department store?
Seven Eleven
Mom and pop store
Terminal 21
Kim Yong market
What is the role of customer service?
Complaint the customers.
Say slang words to customer.
Don’t say thank you.
Assist the customers when get in the shop.
What is the sample of retails chain?
Barnes and Noble
Khao San Street
Dorara
JJ mall
Top e-commerce sites in Thailand 2019.
Shoppee
Amazon
Lazada
Chilido
Where can I buy orange, banana, and apple?
England
Shoes shop
Stationery shop
Supermaket
What is it?
Playground
Shop
Product
aisle
Who are they?
Customer service
Staff
Cashier
Seller
What is it?
Computer
Promotion
Youtube
Media
What it the type of this shop?
Dollar store
Dollar OTOP
Dollar mall
Dollar General
What kind of this shop?
Mall
Convenience store
Mom and Pop
Supermaket
What is the type of store?
Mall
Market
Outlet
Booth
What is it?
Sales Promotion
Shopping
Price
Wholesales
What is it?
Card
receipt
paper
document
The path a product takes to get from the producer to the consumer.
Direct distribution
Distribution
Channel of Distribution
Indirect Distribution
A way to segment markets based on vital statistics of the population such as age, race, gender, education level, income level, and occupation.
Intermediaries
Market mixing
Geographic segmentation
Demographic segmentation
A distribution channel in which the producer sells goods or services to the final user.
Indirect Distribution
Direct Distribution
Irrelevant Distribution
Financing
The transporting, storing, and handling of goods on their way from the manufacturer to the consumer.
Distribution
Marketing concept
Channel of distribution
Target market
Segmenting a market based on where a person lives.
Demographic Segmentation
Geographic Segmentation
Psychographic Segmentation
Market Segmentation
The group of all potential customers.
Market
Consumer
Distribution
Targeting Mix
Dividing the entire market into smaller groups having similar characteristics.
Behavioral segmentation
Financing
Market segmentation
Psychographic segmentation
The specific segment of a total market that a company desires to have as customers and toward whom it directs its marketing efforts.
Market maxing
Target Market
Distribution
Promotion
Marketing improves the standard of living because marketing provides higher paying jobs and an abundance of goods and services.
True
False
McDonalds sponsors a McTeachers’ Night and donates a percentage of sales to a school project or group. The company also sponsors the Ronald McDonald House. These are examples of a company practicing:
Consumer Awareness Marketing
Social Industrial Marketing
Social Responsibility
Green Responsibility
What is the PRIMARY benefit to businesses that practice social responsibility?
Decreased consumer spending and profits.
Greater supplier loyalty.
Recognition in the community and creating goodwill.
Increases in the cost of sales.
The path leads directly from the manufacturer to the consumer.
Direct Channel
Channel of Distribution
Indirect Channel
Single proprietorship
The selling of products to the customer is known as:
Retailing
Services
Retail Customer
Merchandise Variety
The path follows more than one step. The path leads from the manufacturer to the wholesaler, then to the retailer, and finally to the consumer.
Indirect Channel
Producer Channel
Wholesaler
Chain Stores
The business of exchanging goods and services for personal, family, or household use is called______________.
Retail
Competition
Goods
Services
Intangible activities performed for the benefit of others are known as _____________.
Goods
Services
Competition
Types of Utility
It is called a _________ when businesses, people, and activities involved in creating products and delivering them to end users.
Supply Chain
Service
Monopoly
Hot Mess
The process of coordinating the manufacturers, wholesalers, agents, and retailers to get the products into the hands of the consumers is called ________________.
Supply Chain Management
Retailing
Wholesaling
Producing
What is a retail channel?
This is simply the means by which a retailer sells to their customer, examples of retail channels include stores, website, apps, etc.
This is simply the means by which a retailer buys their products, examples of retail channels primary, secondary, territory, etc.
This is simply the means by which a retailer supplies their products, examples of retail channels include manufacturing, businesses,shops,etc.
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
Someone who buys goods or services
A- Customer
B- Client
C- Buyer
A and B
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service
True
False
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
WHY CUSTOMER SERVICE IS IMPORTANT
1. The best customer service builds trust
1. Customer service matters more than price
1. It will build brand awareness
All of the above
What can employees do to help provide good service to customers?
change inventory
resolve problems
plan events
change business hours
How could you communicate with someone who doesn't speak your language?
Speak louder
Talk slower
Use pictures and symbols
Don't try, get someone else to do it
Which legislation helps to protect those with a disability?
Race relations Act
Equal Opportunities Act
Disability Discrimination Act
Disability Act
Which emotions are customers likely to feel when complaining? Select 3
Angry
Upset
Embarrassed
confused
How can complaints be bad for business? Select 2 answers
The business can improve
The business might lose customers and profits
The business might gain a negative public image
They aren't bad, only good
