WorksheetsBusiness of Retail Credentialing TEST PREP (Part 1)
Total questions: 16
Worksheet time: 32mins
Laci was excited to open her gourmet lemonade shop. As a small business owner, she had to carefully determine what products she would sell, the price of those products, the place or location of her physical store and how she would promote her business. Laci is creating her:
Marketing Plan
Business Plan
Inventory Plan
Delivery Plan
You're opening a new shoe store in your town. Which of the following would you consider to be your direct competitor?
Wendy's
Nike
TJ Maxx
Party City
Delivering a positive, memorable experience that leads to customer loyalty is called:
Quality Customer Service
Customer Service
Selling
Meeting Expectations
Kayla has a home business and sells homemade candles. Which of the following factors does not directly affect how much Kayla will sell her candles for?
The color of the candles
The cost of materials
The price Kayla's competitors sell their candles for
The profit Kayla wants to make on each sale
Strategies used by retailers that make a product appealing to customers, incentivize them to make a purchase or to generate sales are called:
Promotions
Product
Price
Place
Your store ran an ad in the local paper stating that all men's shirts will be reduced 30% from Friday through Sunday only. A customer comes in Monday morning with a copy of the as and tells you that he spoke with someone who told him Monday would be okay to redeem the discount. What should you tell the customer?
Who did you speak with? I think they gave you bad information.
My manager will have to approve the discount. Excuse me while I go find him for you.
If they haven't changed it in the system, it might ring up with the 30% discount. If it does, you're in luck.
I'm sorry, but the shirts were 30% off Friday through Sunday. Today in Monday. You have to paly full price.
Which is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?
Encourage the feedback and think of the comments as free market research.
Ignore negative comments because unhappy customers often just like to complain.
Contact the customer with complaints and offer discounts on their next purchases.
Remove the complaints from social media sites so that other customers will not see them.
The amount of money that comes in to a retail business minus expenses is called:
Revenue
Forecasting
Margin
Reconciliation
A sales associate has worked for a soft drink company for three years and has run the same delivery route. The company has added a new soft drink. How can the sales associate let his customers know about the new soft drink, and increase both his wholesale sales and the retailer's sales?
Tell the retailer that the sales associate has added 10 cases to the retailer's account.
Load the truck with the new soft drink because his boss told him to.
Give the retailer a free offer and ask for an order on the next trip.
Wait until the new soft drink has been on the market for two months to see if it becomes popular.
A sales associate is completing a sales transaction for a plasma television. The customer asks about the warranty, but the sales associate is unsure about how to answer the customer's question. Which of the following should the sales associate do?
Ask another sales associate to help the customer.
Explain that the customer can return the television within 90 days of the purchase date.
Refer the customer to the manufacturer's toll free number.
Locate a copy of the warranty document and share it with the customer.
What policies within a company may be given room for interpretation by the employees?
Those that protect the licensing of the products sold.
Those designed to ensure customer satisfaction.
Those related to the safety of customers and employees.
Those associated wit governmental laws and lability concerns.
A customer comes into your store wishing to purchase a specific item. You do not carry the item, so you attempt to sell him a similar item. The customer is committed to buying the specific item, and you can special order it from the vendor. Why should you order the item?
Special orders provide additional service and build customer loyalty.
Special orders are something every sales associate should know how to do.
Special orders are more profitable for the store and will help you make your sales goal.
Special orders usually cost less than the items you normally carry.
The alarm goes off as a customer is leaving the store. You notice that the customer has a shopping bag, but is also wearing an oversized hoodie. What should you do?
Apologize to the customer and politely ask them to look for any sensor that could have been attached by mistake.
Call security since the customer is likely shoplifting.
Ask the customer to accompany you to a private room to further investigate the issue.
Remove the customer's shopping bag and ask the customer to take the hoodie off.
You are a sales associate at a stationary store and the manager has noticed that green pens are not selling very fast. The manager challenges you to sell 50 green pens for $1.00 each. Which of the following is the BEST action to achieve this goal?
Decorate the store with a green theme.
Ask the customers if they need a green pen?
Offer them to each customer while ringing them up.
Let the customer use the green pen to sign their credit slip.
This image shows an example of which pricing strategy?
Discount Pricing
Promotional pricing
Psychological pricing
Bundle pricing
Julie places her previously purchased coat in the counter with the receipt. She has seen that the coat is now 30% off the price she paid three weeks ago. The store has a 14-day sales price adjustment policy. She wants a credit for the price difference. The associate should:
Suggest that the customer return the coat, then buy it again at the discounted price.
Ask the customer to wait while the sales associate asks the manager for approval.
Tell the customer there is nothing the associate can do to help her and move on to the next customer.
Suggest that the customer pay more attention to the dates in the future.
