Font size
S
M
L
XL
WorksheetsNRF Rise Up Vocabulary Customer Service
Total questions: 97
Worksheet time: 49mins
Name
Class
Date
1.
Active listening
a)
The unique way that an organization's employees interact with each other and with customers. The culture defines the personality of a company, and typically includes a variety of elements, such as work environment, company mission, value, ethics, expectations and goals. A company's culture can provide additional expectations for employees to deliver on the company's brand promises.
b)
A type of add-on service in which the manufacturer promises to repair or replace the item for a specific period of time, if needed.
c)
The branch of retail that oversees various aspects of employment, including recruitment, training, ensuring compliance with labor laws, processing employee benefits and payroll and performance management, along with the regular maintenance of personnel files and databases.
d)
The practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words.
2.
Add-on services
a)
The process of the customer taking previously purchased merchandise back to the retailer to receive a refund in the original form of payment, an exchange for another item or a store credit.
b)
Available services for specific product purchases that customers can opt for (e.g., payment options, product modifications, or other ways that customers can protect their purchases).
c)
A business that has shareholders through publicly traded stock, and usually has a centralized decision-making for its multiple store locations. Corporate-owned retailers include large chains such as Walmart, Kroger and Target.
d)
Technology used to electronically display digital images, video, web pages and text. Retailers use them to attract in-store customers to merchandise, provide price and product information and share brand content and messaging with customers to enhance their shopping experience.
3.
Alterations
a)
Work that requires fewer hours than a full-time position and hour quantity may vary. It may be eligible for some benefits.
b)
A financing model in which the retailer loans a customer money-which comes from an internal lending department or a third-party bank-to buy the product as a part of the sale. Borrowers typically pay the retailer in monthly installments.
c)
Modifications to products that help them best meet the needs of customers (e.g., the tailoring of clothing items or installing additional memory in a laptop).
d)
Products developed by national or international manufacturers and then sold under another brand name that is available only at that retailer's stores.
4.
Analytical communication style
a)
The unique way that an organization's employees interact with each other and with customers. The culture defines the personality of a company, and typically includes a variety of elements, such as work environment, company mission, value, ethics, expectations and goals. A company's culture can provide additional expectations for employees to deliver on the company's brand promises.
b)
The branch of retail in charge of selecting and purchasing merchandise.
c)
A communication style refers to the way a person interacts with others. Someone who has an analytical communication style typically wants the important data, facts and logic.
d)
A customer who makes quick purchase decisions, often for inexpensive items that do not have a high importance to the buyer.
5.
At-will employment
a)
Intangible (can't be physically owned by the customer) transactions, such as lawn mowing, hair care services, personal training, ride sharing and video streaming.
b)
The delivery of a positive, memorable experience that is more than what the customer expected.
c)
Employment subject to termination by an employer at any time for any reason, except for an illegal reason such as discrimination. An employee is also free to leave a job at any time, for any reason.
d)
A retail model that offers customers the opportunity to interact with the multiple options in their ecosystem. These can or cannot be systemically connected to each other.
6.
Body language cues
a)
Conscious or unconscious gestures and movements that express intentions. These are a key form of nonverbal communication.
b)
The belief that one's skills and knowledge are fixed traits that cannot be developed.
c)
A business that has shareholders through publicly traded stock, and usually has a centralized decision-making for its multiple store locations. Corporate-owned retailers include large chains such as Walmart, Kroger and Target.
d)
The branch of retail in charge of developing strategies to promote the company brand and specific products and services to increase customer satisfaction.
7.
Brand promise
a)
The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.
b)
A customer who is motivated to be one of the first to purchase the newest technology, fashion or car, eat at the just-opened restaurant, or see the latest movie. They have an early adopter mindset and want to be recognized as a trendsetter by others.
c)
An interconnected system of approaches for providing customers with the merchandise and services they want - when, where and how they want to experience and purchase it. A retailer's reimagined ecosystem may offer a network of physical store formats, direct or phone sales options, ecommerce site(s), app(s), targeted marketing, experiences, services, amenities and interactions.
d)
An extension of the company brand that reflects the benefit of doing business with them—for example, providing quality customer service.
8.
Breakaway statements
a)
In finance, this refers to an agreement between a consumer and a financial institution that allows the consumer to obtain products and services without payment, but with the promise of paying back within a certain timeframe. The retail term "store credit" refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
b)
Phrases used to smooth the transition between one customer and the next one (e.g., "Would it be OK if I grab a few items for another customer?").
c)
Brands that are associated with specific merchandise and may be offered at multiple retailers.
d)
A written statement about a specific job, which may include details such as the company name, the job title, the purpose of the position, the job's duties and responsibilities, the scope of the role, the qualifications and requirements for the position, the title of the role's supervisor, and the job's working conditions.
9.
Buying
a)
An extension of the company brand that reflects the benefit of doing business with them—for example, providing quality customer service.
b)
The branch of retail in charge of selecting and purchasing merchandise.
c)
An instance of buying or selling something-in retail, this generally refers to a customer buying or returning an item.
d)
The advantages that make a certain service a good choice for the consumer.
10.
Clientele
a)
The satisfaction that the customer feels after obtaining/experiencing the benefits from the purchased product or service.
b)
A customer who views shopping as a fun occasion, rather than looking for specific merchandise or services. This customer's mindset focuses on adventure and leisure.
c)
The collective group of customers that are served by a specific retailer, when considered in total.
d)
The branch of retail that oversees various aspects of employment, including recruitment, training, ensuring compliance with labor laws, processing employee benefits and payroll and performance management, along with the regular maintenance of personnel files and databases.
11.
Closed-ended questions
a)
Dishonest shoppers who try to scheme salespeople by arguing that they paid with a bigger bill to get more change than they are owed.
b)
Questions that aim to get you a short or yes/no answer. These are useful to limit the scope of a conversation, to confirm a specific response, or to close the sale. Closed- ended questions often begin with words such as: will, can, may, are and do.
c)
A communication style refers to the way a person interacts with others. Someone who has an intuitive communication style typically wants big-picture ideas to determine what is important and will lose interest in the conversation if there is too much structure or a deep dive into product features.
d)
A type of add-on service in which the manufacturer promises to repair or replace the item for a specific period of time, if needed.
12.
Company brand
a)
Work that requires a specific number of hours per week and is eligible for benefits.
b)
Technology used to electronically display digital images, video, web pages and text. Retailers use them to attract in-store customers to merchandise, provide price and product information and share brand content and messaging with customers to enhance their shopping experience.
c)
An extension of the company brand that reflects the benefit of doing business with them—for example, providing quality customer service.
d)
The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.
13.
Company culture
a)
Work that requires fewer hours than a full-time position and hour quantity may vary. It may be eligible for some benefits.
b)
Physical goods that are bought and sold, such as food, clothes and household items.
c)
A written statement about a specific job, which may include details such as the company name, the job title, the purpose of the position, the job's duties and responsibilities, the scope of the role, the qualifications and requirements for the position, the title of the role's supervisor, and the job's working conditions.
d)
The unique way that an organization's employees interact with each other and with customers. The culture defines the personality of a company, and typically includes a variety of elements, such as work environment, company mission, value, ethics, expectations and goals. A company's culture can provide additional expectations for employees to deliver on the company's brand promises.
14.
Company website
a)
A website that represents a retailer on the Internet. Retailer websites typically provide customers with a way to browse and purchase products and services that the company offers along with information about store locations and hours, career opportunities and general information about the company.
b)
Employment that is meant to last for a designated period of time.
c)
Intangible (can't be physically owned by the customer) transactions, such as lawn mowing, hair care services, personal training, ride sharing and video streaming.
d)
The practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words.
15.
Comparison shopper
a)
The branch of retail in charge of developing strategies to promote the company brand and specific products and services to increase customer satisfaction.
b)
Work that requires fewer hours than a full-time position and hour quantity may vary. It may be eligible for some benefits.
c)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
d)
A shopper who spends a lot of time checking out products and prices through online sites, visiting different stores, comparing retailer ads and/or getting the opinions of others either personally or through social media.
16.
Corporation
a)
The advantages that make a certain product a good choice for the consumer.
b)
The branch of retail in charge of implementing action plans to reduce waste, breakage or theft and increase safety.
c)
The belief that one's skills and knowledge are fixed traits that cannot be developed.
d)
A business that has shareholders through publicly traded stock, and usually has a centralized decision-making for its multiple store locations. Corporate-owned retailers include large chains such as Walmart, Kroger and Target.
17.
Credit
a)
Interactive computers with customized software that provides access to information and applications like ordering food and drink items, locating merchandise in a store, accessing product information, finding gift registries or recipes, requesting employee assistance, buying merchandise online and more.
b)
In finance, this refers to an agreement between a consumer and a financial institution that allows the consumer to obtain products and services without payment, but with the promise of paying back within a certain timeframe. The retail term "store credit" refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
c)
A path through which a product travels from its creation to when it reaches the customer.
d)
Barcodes that contain product or website information. In stores, a customer scans the QR code with a smartphone to access the data.
18.
Cross-selling
a)
The collective group of customers that are served by a specific retailer, when considered in total.
b)
A business or person that sells products and/or services to customers. Each retailer selects merchandise or services based on the needs of a specific store, region or community.
c)
Interaction between individuals that focuses on visual, auditory, tactile and kinesthetic (physical) methods of communication.
d)
The practice of recommending additional products that complement the customer's purchase. They can be operational necessities, like batteries, or items that may contribute to a better or more complete experience for the customer.
19.
Customer service
a)
The help, information and recommendations that company representatives give to people who explore or buy its products and/or services.
b)
A method that is used to organize and present job tasks as accomplishments when applying for jobs. The acronym stands for situation, task, action, result.
c)
The action a retailer provides to address a service failure. It includes activities to turn the negative experience into a positive one. It can occur during the same visit or at a time in the future.
d)
Dishonest shoppers who try to scheme salespeople by arguing that they paid with a bigger bill to get more change than they are owed.
20.
Customers (or consumers)
a)
The unfair treatment of someone less favorably than others based on race, color, religion, gender, gender identity, sexual orientation, pregnancy, national origin, age, disability, genetic information and retaliation.
b)
The subjective worth that an item or service has for the customer compared to other alternatives.
c)
People who purchase goods or services from a business.
d)
An interconnected system of approaches for providing customers with the merchandise and services they want - when, where and how they want to experience and purchase it. A retailer's reimagined ecosystem may offer a network of physical store formats, direct or phone sales options, ecommerce site(s), app(s), targeted marketing, experiences, services, amenities and interactions.
21.
Data privacy
a)
A barcode that contains specific product information including a description, price, tax status and relevant discounts or promotions.
b)
Interactive computers with customized software that provides access to information and applications like ordering food and drink items, locating merchandise in a store, accessing product information, finding gift registries or recipes, requesting employee assistance, buying merchandise online and more.
c)
Software applications designed to run on small wireless devices such as smartphones, tablets or smartwatches. Retailer apps enable customers to purchase merchandise, view promotions and e-coupons, track loyalty or reward program activity and experience other retailer content.
d)
The processes involved to ensure that customers' personal data that they have shared with a retailer or its employees is kept private, and not shared with others or with the public.
22.
Demographic data
a)
A customer who makes quick purchase decisions, often for inexpensive items that do not have a high importance to the buyer.
b)
Quantifiable information used to help retailers determine customer behavior (e.g., household size, gender, age, income, education, occupation, place of residence).
c)
A communication style refers to the way a person interacts with others. Someone who has an analytical communication style typically wants the important data, facts and logic.
d)
People who purchase goods or services from a business.
23.
Digital signage
a)
A retail business owned by an individual. Typically, a single store or a small, regional chain.
b)
The branch of retail in charge of promoting specific products and services through engaging visual displays.
c)
Technology used to electronically display digital images, video, web pages and text. Retailers use them to attract in-store customers to merchandise, provide price and product information and share brand content and messaging with customers to enhance their shopping experience.
d)
Questions that cannot be answered with yes or no, and that are used to get customers to provide details about what they want or need. Open-ended questions begin with the words who, what, when, where, why and how.
24.
Discrimination
a)
Interaction between individuals that focuses on visual, auditory, tactile and kinesthetic (physical) methods of communication.
b)
The practice of recommending additional products that complement the customer's purchase. They can be operational necessities, like batteries, or items that may contribute to a better or more complete experience for the customer.
c)
The unfair treatment of someone less favorably than others based on race, color, religion, gender, gender identity, sexual orientation, pregnancy, national origin, age, disability, genetic information and retaliation.
d)
Large companies with many retail locations, centralized business operations and their stock is not traded on the stock market. Privately-owned retailers include large chains such as Albertsons, Ashley Stewart and Belk.
25.
Distribution channel
a)
The advantages that make a certain service a good choice for the consumer.
b)
A business that has shareholders through publicly traded stock, and usually has a centralized decision-making for its multiple store locations. Corporate-owned retailers include large chains such as Walmart, Kroger and Target.
c)
A path through which a product travels from its creation to when it reaches the customer.
d)
The satisfaction that the customer feels after obtaining/experiencing the benefits from the purchased product or service.
26.
Exchange
a)
The action of swapping one purchased item for another one.
b)
The unique way that an organization's employees interact with each other and with customers. The culture defines the personality of a company, and typically includes a variety of elements, such as work environment, company mission, value, ethics, expectations and goals. A company's culture can provide additional expectations for employees to deliver on the company's brand promises.
c)
Interactive computers with customized software that provides access to information and applications like ordering food and drink items, locating merchandise in a store, accessing product information, finding gift registries or recipes, requesting employee assistance, buying merchandise online and more.
d)
A financing model in which the retailer loans a customer money-which comes from an internal lending department or a third-party bank-to buy the product as a part of the sale. Borrowers typically pay the retailer in monthly installments.
27.
Finance/Accounting
a)
The branch of retail in charge of managing budget generation, administration, reconciliation and reporting for revenue, expenses and profit.
b)
Software applications designed to run on small wireless devices such as smartphones, tablets or smartwatches. Retailer apps enable customers to purchase merchandise, view promotions and e-coupons, track loyalty or reward program activity and experience other retailer content.
c)
Work that requires fewer hours than a full-time position and hour quantity may vary. It may be eligible for some benefits.
d)
The action a retailer provides to address a service failure. It includes activities to turn the negative experience into a positive one. It can occur during the same visit or at a time in the future.
28.
Fixed mindset
a)
Any entity that produces finished products.
b)
The reason someone behaves a certain way, which influences the way consumers make purchase decisions. Motivation can be swayed by both external and internal signals.
c)
The belief that one's skills and knowledge are fixed traits that cannot be developed.
d)
A type of add-on service that allows customers to make an initial deposit on merchandise and then pay for the rest over time.
29.
Follower
a)
The unfair treatment of someone less favorably than others based on race, color, religion, gender, gender identity, sexual orientation, pregnancy, national origin, age, disability, genetic information and retaliation.
b)
Available services for specific product purchases that customers can opt for (e.g., payment options, product modifications, or other ways that customers can protect their purchases).
c)
The branch of retail in charge of developing strategies to promote the company brand and specific products and services to increase customer satisfaction.
d)
A shopper who wants to find out what's trendy before making a purchase. Followers have a more cautious mindset and are reluctant to be the first to try new products. They often look to established brands that they have previously purchased and trust for guidance before making a buying decision.
30.
Franchise
a)
In finance, this refers to an agreement between a consumer and a financial institution that allows the consumer to obtain products and services without payment, but with the promise of paying back within a certain timeframe. The retail term "store credit" refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
b)
Information learned and used to help customers understand how a product or service will meet their needs. It includes knowing the features, benefits, functions, uses and required support for products and/or services.
c)
An instance of buying or selling something-in retail, this generally refers to a customer buying or returning an item.
d)
A license granted to another entity to retail a company's products or services in a particular area.
31.
Full-time work
a)
Physical goods that are bought and sold, such as food, clothes and household items.
b)
The practice of recommending additional products that complement the customer's purchase. They can be operational necessities, like batteries, or items that may contribute to a better or more complete experience for the customer.
c)
Work that requires a specific number of hours per week and is eligible for benefits.
d)
Employment that is meant to last for a designated period of time.
32.
Functional communication style
a)
The advantages that make a certain service a good choice for the consumer.
b)
The collective group of customers that are served by a specific retailer, when considered in total.
c)
A communication style refers to the way a person interacts with others. Someone who has a functional communication style typically wants process, detail, timelines and well-thought-out plans.
d)
A communication style refers to the way a person interacts with others. Someone who has a personal communication style typically values relationships, connecting with people and emotional language.
33.
Growth mindset
a)
Any entity that produces finished products.
b)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
c)
The belief that one's abilities can continuously improve through learning, focus and determination.
d)
Questions that cannot be answered with yes or no, and that are used to get customers to provide details about what they want or need. Open-ended questions begin with the words who, what, when, where, why and how.
34.
Human resources
a)
The subjective worth that an item or service has for the customer compared to other alternatives.
b)
The branch of retail that oversees various aspects of employment, including recruitment, training, ensuring compliance with labor laws, processing employee benefits and payroll and performance management, along with the regular maintenance of personnel files and databases.
c)
Products developed by national or international manufacturers and then sold under another brand name that is available only at that retailer's stores.
d)
Work that requires a specific number of hours per week and is eligible for benefits.
35.
Impulse buyer
a)
A customer who makes quick purchase decisions, often for inexpensive items that do not have a high importance to the buyer.
b)
An extension of the company brand that reflects the benefit of doing business with them—for example, providing quality customer service.
c)
Modifications to products that help them best meet the needs of customers (e.g., the tailoring of clothing items or installing additional memory in a laptop).
d)
A type of add-on service that allows customers to make an initial deposit on merchandise and then pay for the rest over time.
36.
Independent retailer
a)
A retail business owned by an individual. Typically, a single store or a small, regional chain.
b)
A shopper who repeatedly chooses to shop at the same retailer over others, usually because of positive customer experiences with the retailer and their products and/or services.
c)
A customer who is motivated to be one of the first to purchase the newest technology, fashion or car, eat at the just-opened restaurant, or see the latest movie. They have an early adopter mindset and want to be recognized as a trendsetter by others.
d)
Available services for specific product purchases that customers can opt for (e.g., payment options, product modifications, or other ways that customers can protect their purchases).
37.
Information Technology (IT)
a)
The likelihood that a customer will shop at a particular retailer again and again.
b)
Any entity that produces finished products.
c)
The branch of retail in charge of collecting, storing, and processing data from Point-of-Sale, inventory management, customer service management, communication and more.
d)
Questions that aim to get you a short or yes/no answer. These are useful to limit the scope of a conversation, to confirm a specific response, or to close the sale. Closed- ended questions often begin with words such as: will, can, may, are and do.
38.
Innovation/trend buyer
a)
A retail model that offers customers the opportunity to interact with the multiple options in their ecosystem. These can or cannot be systemically connected to each other.
b)
A product's characteristics. They can be touched, tasted, seen, smelled and/or heard and include things like color, size, flavor, scent, sound and texture.
c)
An entity that buys large quantities of these products directly from the manufacturer and then sells smaller amounts of the products to different retailers.
d)
A customer who is motivated to be one of the first to purchase the newest technology, fashion or car, eat at the just-opened restaurant, or see the latest movie. They have an early adopter mindset and want to be recognized as a trendsetter by others.
39.
Installment financing
a)
A retail business owned by an individual. Typically, a single store or a small, regional chain.
b)
A financing model in which the retailer loans a customer money-which comes from an internal lending department or a third-party bank-to buy the product as a part of the sale. Borrowers typically pay the retailer in monthly installments.
c)
A process used to help people develop quality goals. The acronym SMART stands for: specific (make the outcome or result clear), measurable (include quantitative and/or qualitative measures that accurately determine success), achievable (ensure the measure, result and timeframe are reasonable), results-oriented (identify a concise and valuable accomplishment, outcome or end product) and time-based (establish a definite date and/or time for achieving the result).
d)
The unfair treatment of someone less favorably than others based on race, color, religion, gender, gender identity, sexual orientation, pregnancy, national origin, age, disability, genetic information and retaliation.
40.
Intuitive communication style
a)
A communication style refers to the way a person interacts with others. Someone who has an intuitive communication style typically wants big-picture ideas to determine what is important and will lose interest in the conversation if there is too much structure or a deep dive into product features.
b)
Phrases used to smooth the transition between one customer and the next one (e.g., "Would it be OK if I grab a few items for another customer?").
c)
A customer who views shopping as a fun occasion, rather than looking for specific merchandise or services. This customer's mindset focuses on adventure and leisure.
d)
Information learned and used to help customers understand how a product or service will meet their needs. It includes knowing the features, benefits, functions, uses and required support for products and/or services.
41.
Job description
a)
The process of the customer taking previously purchased merchandise back to the retailer to receive a refund in the original form of payment, an exchange for another item or a store credit.
b)
A written statement about a specific job, which may include details such as the company name, the job title, the purpose of the position, the job's duties and responsibilities, the scope of the role, the qualifications and requirements for the position, the title of the role's supervisor, and the job's working conditions.
c)
An interconnected group of people.
d)
The satisfaction that the customer feels after obtaining/experiencing the benefits from the purchased product or service.
42.
Layaway
a)
The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.
b)
The branch of retail in charge of managing budget generation, administration, reconciliation and reporting for revenue, expenses and profit.
c)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
d)
A type of add-on service that allows customers to make an initial deposit on merchandise and then pay for the rest over time.
43.
Loss prevention (sometimes referred to as asset protection)
a)
The branch of retail in charge of implementing action plans to reduce waste, breakage or theft and increase safety.
b)
The branch of retail in charge of managing budget generation, administration, reconciliation and reporting for revenue, expenses and profit.
c)
In finance, this refers to an agreement between a consumer and a financial institution that allows the consumer to obtain products and services without payment, but with the promise of paying back within a certain timeframe. The retail term "store credit" refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
d)
The advantages that make a certain product a good choice for the consumer.
44.
Loyal customer
a)
Conscious or unconscious gestures and movements that express intentions. These are a key form of nonverbal communication.
b)
A barcode that contains specific product information including a description, price, tax status and relevant discounts or promotions.
c)
A financing model in which the retailer loans a customer money-which comes from an internal lending department or a third-party bank-to buy the product as a part of the sale. Borrowers typically pay the retailer in monthly installments.
d)
A shopper who repeatedly chooses to shop at the same retailer over others, usually because of positive customer experiences with the retailer and their products and/or services.
45.
Loyalty
a)
Information learned and used to help customers understand how a product or service will meet their needs. It includes knowing the features, benefits, functions, uses and required support for products and/or services.
b)
A communication style refers to the way a person interacts with others. Someone who has an intuitive communication style typically wants big-picture ideas to determine what is important and will lose interest in the conversation if there is too much structure or a deep dive into product features.
c)
The branch of retail in charge of promoting specific products and services through engaging visual displays.
d)
The likelihood that a customer will shop at a particular retailer again and again.
46.
Loyalty programs
a)
Work that requires a specific number of hours per week and is eligible for benefits.
b)
The help, information and recommendations that company representatives give to people who explore or buy its products and/or services.
c)
Marketing programs that provide incentives to repeat customers who are loyal company brand shoppers. They generally use customer personal information, purchase history and preferences to refine the product and service assortment, target promotions to consumer groups or individual customers and reward loyal shoppers.
d)
An entity that buys large quantities of these products directly from the manufacturer and then sells smaller amounts of the products to different retailers.
47.
Manufacturer
a)
The reason someone behaves a certain way, which influences the way consumers make purchase decisions. Motivation can be swayed by both external and internal signals.
b)
An entity that buys large quantities of these products directly from the manufacturer and then sells smaller amounts of the products to different retailers.
c)
The advantages that make a certain product a good choice for the consumer.
d)
Any entity that produces finished products.
48.
Marketing
a)
The branch of retail in charge of developing strategies to promote the company brand and specific products and services to increase customer satisfaction.
b)
A process used to help people develop quality goals. The acronym SMART stands for: specific (make the outcome or result clear), measurable (include quantitative and/or qualitative measures that accurately determine success), achievable (ensure the measure, result and timeframe are reasonable), results-oriented (identify a concise and valuable accomplishment, outcome or end product) and time-based (establish a definite date and/or time for achieving the result).
c)
The unfair treatment of someone less favorably than others based on race, color, religion, gender, gender identity, sexual orientation, pregnancy, national origin, age, disability, genetic information and retaliation.
d)
Quantifiable information used to help retailers determine customer behavior (e.g., household size, gender, age, income, education, occupation, place of residence).
49.
Mindset
a)
A shopper who spends a lot of time checking out products and prices through online sites, visiting different stores, comparing retailer ads and/or getting the opinions of others either personally or through social media.
b)
Customers' attitudes and expectations about retailers, customer service and their shopping experiences.
c)
People who purchase goods or services from a business.
d)
A financing model in which the retailer loans a customer money-which comes from an internal lending department or a third-party bank-to buy the product as a part of the sale. Borrowers typically pay the retailer in monthly installments.
50.
Mobile apps
a)
Software applications designed to run on small wireless devices such as smartphones, tablets or smartwatches. Retailer apps enable customers to purchase merchandise, view promotions and e-coupons, track loyalty or reward program activity and experience other retailer content.
b)
A type of add-on service that allows customers to make an initial deposit on merchandise and then pay for the rest over time.
c)
The branch of retail in charge of selecting and purchasing merchandise.
d)
Contactless payments between two devices, like a terminal and a smartphone. The connection is made when the two devices are about 1.6 inches (4 cm) from each other.
51.
Motivation
a)
The delivery of a positive, memorable experience that is more than what the customer expected.
b)
The reason someone behaves a certain way, which influences the way consumers make purchase decisions. Motivation can be swayed by both external and internal signals.
c)
The advantages that make a certain product a good choice for the consumer.
d)
The belief that one's abilities can continuously improve through learning, focus and determination.
52.
Multichannel retailing
a)
Systems to track items sold, process sales, hold cash, and generate receipts.
b)
A shopper who wants to find out what's trendy before making a purchase. Followers have a more cautious mindset and are reluctant to be the first to try new products. They often look to established brands that they have previously purchased and trust for guidance before making a buying decision.
c)
A retail model that offers customers the opportunity to interact with the multiple options in their ecosystem. These can or cannot be systemically connected to each other.
d)
Information learned and used to help customers understand how a product or service will meet their needs. It includes knowing the features, benefits, functions, uses and required support for products and/or services.
53.
Near Field Communication (NFC)
a)
Contactless payments between two devices, like a terminal and a smartphone. The connection is made when the two devices are about 1.6 inches (4 cm) from each other.
b)
The delivery of a positive, memorable experience that is more than what the customer expected.
c)
An interconnected group of people.
d)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
54.
Network
a)
The branch of retail that oversees various aspects of employment, including recruitment, training, ensuring compliance with labor laws, processing employee benefits and payroll and performance management, along with the regular maintenance of personnel files and databases.
b)
Marketing programs that provide incentives to repeat customers who are loyal company brand shoppers. They generally use customer personal information, purchase history and preferences to refine the product and service assortment, target promotions to consumer groups or individual customers and reward loyal shoppers.
c)
An interconnected group of people.
d)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
55.
Nonverbal communication
a)
The reason someone behaves a certain way, which influences the way consumers make purchase decisions. Motivation can be swayed by both external and internal signals.
b)
The satisfaction that the customer feels after obtaining/experiencing the benefits from the purchased product or service.
c)
A customer who views shopping as a fun occasion, rather than looking for specific merchandise or services. This customer's mindset focuses on adventure and leisure.
d)
Interaction between individuals that focuses on visual, auditory, tactile and kinesthetic (physical) methods of communication.
56.
Omnichannel retailing
a)
A retail model that integrates multiple channels of a retail ecosystem to create a seamless consumer experience through the use of technology.
b)
The processes involved to ensure that customers' personal data that they have shared with a retailer or its employees is kept private, and not shared with others or with the public.
c)
The delivery of a positive, memorable experience that is more than what the customer expected.
d)
The process of selling products and/or services to customers to earn a profit.
57.
Open-ended questions
a)
The branch of retail in charge of collecting, storing, and processing data from Point-of-Sale, inventory management, customer service management, communication and more.
b)
Customers' attitudes and expectations about retailers, customer service and their shopping experiences.
c)
Questions that cannot be answered with yes or no, and that are used to get customers to provide details about what they want or need. Open-ended questions begin with the words who, what, when, where, why and how.
d)
This term refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
58.
Part-time work
a)
Work that requires fewer hours than a full-time position and hour quantity may vary. It may be eligible for some benefits.
b)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
c)
The advantages that make a certain product a good choice for the consumer.
d)
The branch of retail that oversees various aspects of employment, including recruitment, training, ensuring compliance with labor laws, processing employee benefits and payroll and performance management, along with the regular maintenance of personnel files and databases.
59.
Personal communication style
a)
Employment that is meant to last for a designated period of time.
b)
A communication style refers to the way a person interacts with others. Someone who has a personal communication style typically values relationships, connecting with people and emotional language.
c)
An extension of the company brand that reflects the benefit of doing business with them—for example, providing quality customer service.
d)
The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.
60.
Point-of-sale (POS)
a)
Dishonest shoppers who try to scheme salespeople by arguing that they paid with a bigger bill to get more change than they are owed.
b)
Large companies with many retail locations, centralized business operations and their stock is not traded on the stock market. Privately-owned retailers include large chains such as Albertsons, Ashley Stewart and Belk.
c)
Brands that are associated with specific merchandise and may be offered at multiple retailers.
d)
Systems to track items sold, process sales, hold cash, and generate receipts.
61.
Private company
a)
A communication style refers to the way a person interacts with others. Someone who has an intuitive communication style typically wants big-picture ideas to determine what is important and will lose interest in the conversation if there is too much structure or a deep dive into product features.
b)
The processes involved to ensure that customers' personal data that they have shared with a retailer or its employees is kept private, and not shared with others or with the public.
c)
Large companies with many retail locations, centralized business operations and their stock is not traded on the stock market. Privately-owned retailers include large chains such as Albertsons, Ashley Stewart and Belk.
d)
Available services for specific product purchases that customers can opt for (e.g., payment options, product modifications, or other ways that customers can protect their purchases).
62.
Private-label products (also called store brands or in-house brands)
a)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
b)
The processes involved to ensure that customers' personal data that they have shared with a retailer or its employees is kept private, and not shared with others or with the public.
c)
Products developed by national or international manufacturers and then sold under another brand name that is available only at that retailer's stores.
d)
The advantages that make a certain service a good choice for the consumer.
63.
Products (or merchandise)
a)
The advantages that make a certain service a good choice for the consumer.
b)
The branch of retail in charge of promoting specific products and services through engaging visual displays.
c)
Physical goods that are bought and sold, such as food, clothes and household items.
d)
Large companies with many retail locations, centralized business operations and their stock is not traded on the stock market. Privately-owned retailers include large chains such as Albertsons, Ashley Stewart and Belk.
64.
Product brands
a)
A retail model that integrates multiple channels of a retail ecosystem to create a seamless consumer experience through the use of technology.
b)
A type of add-on service that allows customers to make an initial deposit on merchandise and then pay for the rest over time.
c)
Brands that are associated with specific merchandise and may be offered at multiple retailers.
d)
The practice of recommending additional products that complement the customer's purchase. They can be operational necessities, like batteries, or items that may contribute to a better or more complete experience for the customer.
65.
Product features
a)
The likelihood that a customer will shop at a particular retailer again and again.
b)
The process of the customer taking previously purchased merchandise back to the retailer to receive a refund in the original form of payment, an exchange for another item or a store credit.
c)
A product's characteristics. They can be touched, tasted, seen, smelled and/or heard and include things like color, size, flavor, scent, sound and texture.
d)
Products developed by national or international manufacturers and then sold under another brand name that is available only at that retailer's stores.
66.
Product benefits
a)
The advantages that make a certain product a good choice for the consumer.
b)
The combined actions of a group of people, especially when effective and efficient, to achieve a common goal.
c)
A financing model in which the retailer offers a credit card to customers-usually connected to loyalty programs-so they can make purchases and pay the card balance over time.
d)
The term used when a person recommends a store or salesperson based on their quality experiences.
67.
Product and/or service knowledge
a)
Information learned and used to help customers understand how a product or service will meet their needs. It includes knowing the features, benefits, functions, uses and required support for products and/or services.
b)
Interaction between individuals that focuses on visual, auditory, tactile and kinesthetic (physical) methods of communication.
c)
In finance, this refers to an agreement between a consumer and a financial institution that allows the consumer to obtain products and services without payment, but with the promise of paying back within a certain timeframe. The retail term "store credit" refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
d)
The action a retailer provides to address a service failure. It includes activities to turn the negative experience into a positive one. It can occur during the same visit or at a time in the future.
68.
Product return
a)
Modifications to products that help them best meet the needs of customers (e.g., the tailoring of clothing items or installing additional memory in a laptop).
b)
The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.
c)
Questions that cannot be answered with yes or no, and that are used to get customers to provide details about what they want or need. Open-ended questions begin with the words who, what, when, where, why and how.
d)
The process of the customer taking previously purchased merchandise back to the retailer to receive a refund in the original form of payment, an exchange for another item or a store credit.
69.
QR (quick response) codes
a)
An interconnected system of approaches for providing customers with the merchandise and services they want - when, where and how they want to experience and purchase it. A retailer's reimagined ecosystem may offer a network of physical store formats, direct or phone sales options, ecommerce site(s), app(s), targeted marketing, experiences, services, amenities and interactions.
b)
A customer who is motivated to be one of the first to purchase the newest technology, fashion or car, eat at the just-opened restaurant, or see the latest movie. They have an early adopter mindset and want to be recognized as a trendsetter by others.
c)
Barcodes that contain product or website information. In stores, a customer scans the QR code with a smartphone to access the data.
d)
Modifications to products that help them best meet the needs of customers (e.g., the tailoring of clothing items or installing additional memory in a laptop).
70.
Quality customer service
a)
The subjective worth that an item or service has for the customer compared to other alternatives.
b)
The delivery of a positive, memorable experience that is more than what the customer expected.
c)
A method that is used to organize and present job tasks as accomplishments when applying for jobs. The acronym stands for situation, task, action, result.
d)
Brands that are associated with specific merchandise and may be offered at multiple retailers.
71.
Recreational shopper
a)
A customer who views shopping as a fun occasion, rather than looking for specific merchandise or services. This customer's mindset focuses on adventure and leisure.
b)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
c)
A social media user who has established credibility in a specific industry or content area, has access to a huge audience through their follower network and can persuade others to act based on their recommendations.
d)
The branch of retail in charge of collecting, storing, and processing data from Point-of-Sale, inventory management, customer service management, communication and more.
72.
Referral
a)
A business that has shareholders through publicly traded stock, and usually has a centralized decision-making for its multiple store locations. Corporate-owned retailers include large chains such as Walmart, Kroger and Target.
b)
A method that is used to organize and present job tasks as accomplishments when applying for jobs. The acronym stands for situation, task, action, result.
c)
The term used when a person recommends a store or salesperson based on their quality experiences.
d)
A customer who is motivated to be one of the first to purchase the newest technology, fashion or car, eat at the just-opened restaurant, or see the latest movie. They have an early adopter mindset and want to be recognized as a trendsetter by others.
73.
Respect for diversity
a)
The likelihood that a customer will shop at a particular retailer again and again.
b)
The disposition to be respectful of differing opinions, lifestyles, background, customs, and individual differences.
c)
A written statement about a specific job, which may include details such as the company name, the job title, the purpose of the position, the job's duties and responsibilities, the scope of the role, the qualifications and requirements for the position, the title of the role's supervisor, and the job's working conditions.
d)
The advantages that make a certain service a good choice for the consumer.
74.
Retail
a)
A business or person that sells products and/or services to customers. Each retailer selects merchandise or services based on the needs of a specific store, region or community.
b)
The action a retailer provides to address a service failure. It includes activities to turn the negative experience into a positive one. It can occur during the same visit or at a time in the future.
c)
The process of selling products and/or services to customers to earn a profit.
d)
The belief that one's skills and knowledge are fixed traits that cannot be developed.
75.
Retail ecosystem
a)
An interconnected system of approaches for providing customers with the merchandise and services they want - when, where and how they want to experience and purchase it. A retailer's reimagined ecosystem may offer a network of physical store formats, direct or phone sales options, ecommerce site(s), app(s), targeted marketing, experiences, services, amenities and interactions.
b)
A customer who is motivated to be one of the first to purchase the newest technology, fashion or car, eat at the just-opened restaurant, or see the latest movie. They have an early adopter mindset and want to be recognized as a trendsetter by others.
c)
A path through which a product travels from its creation to when it reaches the customer.
d)
The advantages that make a certain service a good choice for the consumer.
76.
Retailer
a)
A type of add-on service in which the manufacturer promises to repair or replace the item for a specific period of time, if needed.
b)
The branch of retail in charge of promoting specific products and services through engaging visual displays.
c)
A business or person that sells products and/or services to customers. Each retailer selects merchandise or services based on the needs of a specific store, region or community.
d)
A type of add-on service that allows customers to make an initial deposit on merchandise and then pay for the rest over time.
77.
Revolving credit
a)
Interactive computers with customized software that provides access to information and applications like ordering food and drink items, locating merchandise in a store, accessing product information, finding gift registries or recipes, requesting employee assistance, buying merchandise online and more.
b)
Technology used to electronically display digital images, video, web pages and text. Retailers use them to attract in-store customers to merchandise, provide price and product information and share brand content and messaging with customers to enhance their shopping experience.
c)
A financing model in which the retailer offers a credit card to customers-usually connected to loyalty programs-so they can make purchases and pay the card balance over time.
d)
Modifications to products that help them best meet the needs of customers (e.g., the tailoring of clothing items or installing additional memory in a laptop).
78.
Self-checkouts
a)
Employment subject to termination by an employer at any time for any reason, except for an illegal reason such as discrimination. An employee is also free to leave a job at any time, for any reason.
b)
Brands that are associated with specific merchandise and may be offered at multiple retailers.
c)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
d)
A license granted to another entity to retail a company's products or services in a particular area.
79.
Self-service kiosks/tablet kiosks
a)
Interactive computers with customized software that provides access to information and applications like ordering food and drink items, locating merchandise in a store, accessing product information, finding gift registries or recipes, requesting employee assistance, buying merchandise online and more.
b)
A financing model in which the retailer loans a customer money-which comes from an internal lending department or a third-party bank-to buy the product as a part of the sale. Borrowers typically pay the retailer in monthly installments.
c)
Large companies with many retail locations, centralized business operations and their stock is not traded on the stock market. Privately-owned retailers include large chains such as Albertsons, Ashley Stewart and Belk.
d)
The action a retailer provides to address a service failure. It includes activities to turn the negative experience into a positive one. It can occur during the same visit or at a time in the future.
80.
Services
a)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.
b)
An instance of buying or selling something-in retail, this generally refers to a customer buying or returning an item.
c)
A retail model that offers customers the opportunity to interact with the multiple options in their ecosystem. These can or cannot be systemically connected to each other.
d)
Intangible (can't be physically owned by the customer) transactions, such as lawn mowing, hair care services, personal training, ride sharing and video streaming.
81.
Service benefits
a)
Work that requires fewer hours than a full-time position and hour quantity may vary. It may be eligible for some benefits.
b)
The belief that one's abilities can continuously improve through learning, focus and determination.
c)
The delivery of a positive, memorable experience that is more than what the customer expected.
d)
The advantages that make a certain service a good choice for the consumer.
82.
Service recovery
a)
A communication style refers to the way a person interacts with others. Someone who has an analytical communication style typically wants the important data, facts and logic.
b)
This term refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
c)
The action a retailer provides to address a service failure. It includes activities to turn the negative experience into a positive one. It can occur during the same visit or at a time in the future.
d)
The branch of retail in charge of selecting and purchasing merchandise.
83.
Short-change artist
a)
The process of the customer taking previously purchased merchandise back to the retailer to receive a refund in the original form of payment, an exchange for another item or a store credit.
b)
People who purchase goods or services from a business.
c)
Dishonest shoppers who try to scheme salespeople by arguing that they paid with a bigger bill to get more change than they are owed.
d)
A shopper who spends a lot of time checking out products and prices through online sites, visiting different stores, comparing retailer ads and/or getting the opinions of others either personally or through social media.
84.
SMART goal system
a)
A retail model that offers customers the opportunity to interact with the multiple options in their ecosystem. These can or cannot be systemically connected to each other.
b)
Questions that aim to get you a short or yes/no answer. These are useful to limit the scope of a conversation, to confirm a specific response, or to close the sale. Closed- ended questions often begin with words such as: will, can, may, are and do.
c)
Technology used to electronically display digital images, video, web pages and text. Retailers use them to attract in-store customers to merchandise, provide price and product information and share brand content and messaging with customers to enhance their shopping experience.
d)
A process used to help people develop quality goals. The acronym SMART stands for: specific (make the outcome or result clear), measurable (include quantitative and/or qualitative measures that accurately determine success), achievable (ensure the measure, result and timeframe are reasonable), results-oriented (identify a concise and valuable accomplishment, outcome or end product) and time-based (establish a definite date and/or time for achieving the result).
85.
Social media influencer
a)
A social media user who has established credibility in a specific industry or content area, has access to a huge audience through their follower network and can persuade others to act based on their recommendations.
b)
The branch of retail in charge of developing strategies to promote the company brand and specific products and services to increase customer satisfaction.
c)
The branch of retail in charge of collecting, storing, and processing data from Point-of-Sale, inventory management, customer service management, communication and more.
d)
The satisfaction that the customer feels after obtaining/experiencing the benefits from the purchased product or service.
86.
STAR method
a)
The practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words.
b)
Work that requires a specific number of hours per week and is eligible for benefits.
c)
A method that is used to organize and present job tasks as accomplishments when applying for jobs. The acronym stands for situation, task, action, result.
d)
Questions that aim to get you a short or yes/no answer. These are useful to limit the scope of a conversation, to confirm a specific response, or to close the sale. Closed- ended questions often begin with words such as: will, can, may, are and do.
87.
Store credit
a)
The practice of recommending additional products that complement the customer's purchase. They can be operational necessities, like batteries, or items that may contribute to a better or more complete experience for the customer.
b)
This term refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
c)
An instance of buying or selling something-in retail, this generally refers to a customer buying or returning an item.
d)
An interconnected system of approaches for providing customers with the merchandise and services they want - when, where and how they want to experience and purchase it. A retailer's reimagined ecosystem may offer a network of physical store formats, direct or phone sales options, ecommerce site(s), app(s), targeted marketing, experiences, services, amenities and interactions.
88.
Teamwork
a)
A type of add-on service in which the manufacturer promises to repair or replace the item for a specific period of time, if needed.
b)
The combined actions of a group of people, especially when effective and efficient, to achieve a common goal.
c)
A path through which a product travels from its creation to when it reaches the customer.
d)
The branch of retail in charge of implementing action plans to reduce waste, breakage or theft and increase safety.
89.
Temporary employment
a)
Contactless payments between two devices, like a terminal and a smartphone. The connection is made when the two devices are about 1.6 inches (4 cm) from each other.
b)
The reason someone behaves a certain way, which influences the way consumers make purchase decisions. Motivation can be swayed by both external and internal signals.
c)
Employment that is meant to last for a designated period of time.
d)
This term refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
90.
Transaction
a)
An instance of buying or selling something-in retail, this generally refers to a customer buying or returning an item.
b)
Questions that aim to get you a short or yes/no answer. These are useful to limit the scope of a conversation, to confirm a specific response, or to close the sale. Closed- ended questions often begin with words such as: will, can, may, are and do.
c)
A customer who is motivated to be one of the first to purchase the newest technology, fashion or car, eat at the just-opened restaurant, or see the latest movie. They have an early adopter mindset and want to be recognized as a trendsetter by others.
d)
Customers' attitudes and expectations about retailers, customer service and their shopping experiences.
91.
Universal Product Code (UPC)
a)
In finance, this refers to an agreement between a consumer and a financial institution that allows the consumer to obtain products and services without payment, but with the promise of paying back within a certain timeframe. The retail term "store credit" refers to money that can only be used at that particular store or retailer. Customers usually get store credit when they return an item and do not choose, or are not eligible for, a cash refund. Store credit comes in the form of a physical card or an account balance and can be used by the customer to purchase items at that store or retailer only.
b)
A barcode that contains specific product information including a description, price, tax status and relevant discounts or promotions.
c)
A communication style refers to the way a person interacts with others. Someone who has a personal communication style typically values relationships, connecting with people and emotional language.
d)
Work that requires a specific number of hours per week and is eligible for benefits.
92.
Upselling
a)
The branch of retail in charge of managing budget generation, administration, reconciliation and reporting for revenue, expenses and profit.
b)
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 their need, even when they may be more expensive.
c)
Barcodes that contain product or website information. In stores, a customer scans the QR code with a smartphone to access the data.
d)
A business that has shareholders through publicly traded stock, and usually has a centralized decision-making for its multiple store locations. Corporate-owned retailers include large chains such as Walmart, Kroger and Target.
93.
Value
a)
A business that has shareholders through publicly traded stock, and usually has a centralized decision-making for its multiple store locations. Corporate-owned retailers include large chains such as Walmart, Kroger and Target.
b)
Customers' attitudes and expectations about retailers, customer service and their shopping experiences.
c)
A shopper who spends a lot of time checking out products and prices through online sites, visiting different stores, comparing retailer ads and/or getting the opinions of others either personally or through social media.
d)
The subjective worth that an item or service has for the customer compared to other alternatives.
94.
Visual merchandising
a)
An entity that buys large quantities of these products directly from the manufacturer and then sells smaller amounts of the products to different retailers.
b)
Brands that are associated with specific merchandise and may be offered at multiple retailers.
c)
Information learned and used to help customers understand how a product or service will meet their needs. It includes knowing the features, benefits, functions, uses and required support for products and/or services.
d)
The branch of retail in charge of promoting specific products and services through engaging visual displays.
95.
Warranty
a)
The reason someone behaves a certain way, which influences the way consumers make purchase decisions. Motivation can be swayed by both external and internal signals.
b)
A type of add-on service in which the manufacturer promises to repair or replace the item for a specific period of time, if needed.
c)
The belief that one's skills and knowledge are fixed traits that cannot be developed.
d)
Large companies with many retail locations, centralized business operations and their stock is not traded on the stock market. Privately-owned retailers include large chains such as Albertsons, Ashley Stewart and Belk.
96.
Wholesaler
a)
The processes involved to ensure that customers' personal data that they have shared with a retailer or its employees is kept private, and not shared with others or with the public.
b)
A path through which a product travels from its creation to when it reaches the customer.
c)
An entity that buys large quantities of these products directly from the manufacturer and then sells smaller amounts of the products to different retailers.
d)
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 their need, even when they may be more expensive.
97.
Worth
a)
Employment subject to termination by an employer at any time for any reason, except for an illegal reason such as discrimination. An employee is also free to leave a job at any time, for any reason.
b)
The satisfaction that the customer feels after obtaining/experiencing the benefits from the purchased product or service.
c)
The branch of retail in charge of developing strategies to promote the company brand and specific products and services to increase customer satisfaction.
d)
The reason someone behaves a certain way, which influences the way consumers make purchase decisions. Motivation can be swayed by both external and internal signals.
Reset
