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WorksheetsNRF retail overview
Total questions: 32
Worksheet time: 25mins
The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business (a)
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 considers different purchases
the customer chooses a buying option-either at a store or online
the customer either likes or does not like their shopping experience
the customer has a good customer service experience and purchases from the retailer again and tells others about their experience
Reorder the following from beginning to end
The Customer Service Process
greet
listen
understand
respond
deliver
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)
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
Reorder the following (from start to finish)
The store inventory life cycle
Inventory arrives at the store based on expected demand
Products are received into the system and if necessary, merchandise is tagger and/or priced
Inventory is moved to the sales floor
Customers shop inventory
Inventory is purchased and leaves the store
The action of promoting and selling products and services
Stocking
Marketing
Pricing
Receiving
Examples of marketing strategies (check all that apply)
advertising
personal selling
sales promotions
publicity
Are diagrams that visually represent the ways in which merchandise should be displayed on the sales floor
merchandising
marketing
planograms
display
Shoplifting doesn't occur often in retail stores, so most associates do not need to be aware of this issue. (a)
Shoplifters are typically young people dressed in oversized clothing.
True
False
One way to deter shoplifting is to offer assistance to all customers
True
False
The best way to approach a suspected shoplifter is to physically restrain the person
True
False
What percentage of shrinkage is due to shoplifting?
30%
37%
42%
50%
This act prohibits employers from discriminating against qualified individuals with disabilities in the job application procedures, hiring, firing, advancement, compensation, training and other conditions of employment
Fair Labor Standards Act
Family and Medical Leave Act
Sick leave
Americans with Disabilities Act
According to the US federal law, hourly employees are not allowed to work without being paid
True
False
What is the first thing you should do if you find broken glass on the sales floor?
use your foot to move the glass underneath a fixture
carefully pick up the pieces of glass and throw them away
stand near or over the glass to direct traffic away from it until it can be cleaned up
What should you do if a shopper topples a display into the aisle?
call for a custodian to merchandising person to clean it up
pick up the merchandise and recreate the display yourself
check on the shopper to be sure she is unharmed, then direct traffic away from the scene until it can be cleaned up
What should you do if you discover an electrical hazard?
make temporary repairs as best you can; use maintenance guidelines
secure the area and report the situation to management for repair by an electrician or qualified custodian
nothing. Maintenance is surely aware of the problem
A group of people working together to accomplish a common goal
self-control
accountable
communication
teamwork
Place in order:
Problem solving 4 step method
define the problem
identify solutions
choose a solution
take action
The "S" in smart goals stands for (a)
The "M" in SMART goals stands for:
Marketing
Motivation
Measurable
Merchandise
The "A" in SMART goals stands for
Average
Achievable
American
Active
The "R" in SMART GOALS stands for:
Results oriented
Relationship
Retail
Refund
The "T" in SMART goals stands for
Temporary
Total
Time based
Track
Put in order
The retail product cycle
selection
allocation
distribution
selling
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