Business of Retail - Ch. 1 Retail Industry Overview

Front

Which category would the following action be categorized in: acknowledge and welcome the customer in a cheerful manner in attempt to establish a rapport? Options: Make a Connection with the Customer, Assess Needs and Interest, Listen and Confirm Customers’ Needs, Recommend Comprehensive Solutions

Back

Make a Connection with the Customer

Front

What is the sales associate’s best response to Jack, who needs a 9-passenger van for his son’s basketball team outing?

Back

We have a larger van available in case you’d like to consider other options. But if you really want the 9-passenger van, we also have an office 31 miles away. Would you like me to check if they have one available?

Front

A customer shopping for gloves is undecided about which brand to buy. She narrowed her options down to 2 popular brands, what should the associate say to help the customer decide?

Back

Both gloves have great reviews. Why don’t you try both and see how they feel on your hands?

Front

A cake shop completed its first big party. The shop wants to promote additional business and create a loyal clientele. Which is the MOST effective way to do this?

Back

Ask satisfied customers for feedback, referrals, and opportunities to serve their upcoming events.

Front

A customer has $100 to spend on buying a gift. They could make their purchase either at Cabela’s or at Bass Pro. What competitive relationship exists between these two retailers?

Back

Direct competitors

Front

Lids buys hats from many manufacturers and stores them here before shipping to their stores. What is this location called?

Back

Distribution Center

Front

_________________ are retailers that offer the same products or services with the goal of selling it to the same audience

Back

Direct Competitors

Front

A sales associate just completed a sale on a dishwasher and the customer wants it delivered tomorrow on the associate’s day off. What should the sales associate do? Options: Give the warehouse delivery service’s phone number to the customer and have the customer deal w/ it, Check with the warehouse delivery drivers while the customer is still in the store., Explain that they have no control over the delivery schedule., Promise delivery for the specified time to make the customer happy.

Back

Check with the warehouse delivery drivers while the customer is still in the store.

Front

Mr. Wilson needs a large suitcase for a trip in less than a week. He found a suitcase on your website that is not in stock. What should you do?

Back

Provide a list of other stores in the area that sell luggage for the customer to call.

Front

A ______________ is a business that’s owned by shareholders through publicly traded stock, has many stores and has centralized ownership

Back

Corporation