Business of Retail - Ch. 1 Retail Industry Overview

Which category would the following action be categorized in: acknowledge and welcome the customer in a cheerful manner in attempt to establish a rapport?

• Make a Connection with the Customer

• Assess Needs and Interest

• Listen and Confirm Customers’ Needs

• Recommend Comprehensive Solutions

Jack is a customer who needs a 9-passenger van to bring his son’s basketball team to a Dave & Busters for a group outing.  He goes into the nearby vehicle rental office looking to rent a 9-passenger van, but another customer rented the last one available 2 hours earlier. Jack seems really needs that type of vehicle, and the closest rental office with this type of vehicle is 31 miles away. What is the sales associate’s best response?

• “I just rented the last 9-passenger van 2 hours ago. If you just would have gotten here earlier, I could have rented that on to you.”

• “I’m sorry but all the 9-passenger vans are all rented out. In the future, Next time go online to rent the van in advance. We only have a few of those types and they are really popular.”

• “I’m sorry but the 9-passenger van isn’t available anymore. Would you be interested in renting a 7-passenger van?”

• “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?”

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?

• “If you’re undecided, you can get both, and I can give you a 20% discount.”

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

• “You can pick based on the color. Which color do you like best?”

• “They’re both great gloves, so both choices are good choices.”

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?

• Create attractive cake displays and signs for customers who visit.

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

• Take pictures of the event and make posters for the shop

• Place an ad in the local newspaper, showing the shop’s address, telephone number, and site address.

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?

• Rival competitors

• Replacement competitors

• Direct competitors

• Indirect competitors

You are the cashier at an O’Reilly’s Auto Store and Susan comes in and says that her tire sensor has come on, but she doesn’t know what it means.  You go out to look at the sensor light and realize that her rear right tire is low in air.  Susan isn’t sure about what air pressure is safe to use. You are new at your job, so you don’t know the answer. What is your next best step?

• Ask another associate at the store that might know what’s the recommended PSI for the tire.

• Tell Susan the pressure she should use is the 24 PSI just to be safe since you know that’s not too much

• Tell the Susan that you don’t know the answer to that question

• Look up the answer online with Susan.

Lids buys hats from many manufacturers and stores them here before shipping to their stores.

• Manufacturer

• Distribution Center

• Retailer

• Customer

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

• Replacement Competitors

• Indirect Competitors

• Partner Competitors

• Direct Competitors

A sales associate just completed a sale on a dishwasher and the customer wants it delivered tomorrow on the associate’s day off. Which of the following should the sales associate do?

• 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.

Mr. Wilson calls your store and tells you that he needs a large suitcase for a trip he is taking in less than a week.  He says that the suitcase he has is too small. After looking at your website, he found a suitcase which he would like to purchase. That particular suitcase is not in stock, but you can order it for the customer. Which of the following should you do?

• Try to sell Mr. Wilson a more expensive suitcase that you do not have in your store.

• Tell Mr. Wilson to contact the manufacturer about his current suitcase to see if it is under warranty

• Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery.

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