Quiz 4

What does the CRAVED model stand for?

• Concealable, Removable, Available, Valuable, Enjoyable, Disposable

• Checkoy counter, Refrigerated section, Aisle, Vending machine, Endcap

• Creator, Retailer, Accounts, Vendor, Ecommerce

• Catalogs, Referrals, Advertising, Visual merchandising, Electronic

How does understanding what items are most likely to be stolen help retailers?

• They can use security measures on frequently stolen items to deter theft.

• They can stop stocking frequently stolen items.

• They can keep any item that is frequently stolen in the backroom.

• They can price other items higher to make up for losses.

In the CRAVED model, why is it important to understand that certain products are considered disposable when addressing potential shoplifters?

• It assists in setting appropriate customer expectations.

• It helps in identifying high-risk items for theft.

• It improves the accuracy of inventory counts.

• it ensures better management of return policies

In the CRAVED model, why is it important to understand that certain products are considered removable when interacting with customers

• It helps in implementing effective anti-theft measures.

• It helps in setting appropriate customer expectations.

• It allows for better marketing strategies.

• It improves the speed of customer checkouts.

What question should sales associates ask themselves when studying competitors' products and services?

• What is misleading about the competitors' prices or services?

• What can I tell customers about competitors that will make my company sound better?

• Why would I buy my own company's product or service over a competitor's?

• How can I convince customers that competitors do not offer good customer service?

A customer returns to a store with a suitcase that was purchased last month. It was only used a few times for travel, but the wheels are not working properly. Which of the following actions should the sales associate take to best remedy the situation

• Ask the customer if the suitcase was overstuffed because extreme pressure on the wheels may have caused the problem. Offer to show the customer a more durable line of suitcases.

• Ask the customer what you can do to make the situation right, and then determine if the proposed solution is in line with the store's policy. If not, ask a manager for help.

• Ask the customer what caused the wheels to stop working properly, and determine if the malfunction was the customers fault or a product defect. Then follow company policy.

Why is it important that sales associates understand written materials and videos provided by the company, the manufacturer and the supplier?

• To demonstrate to the manager that the associate took the time to find out more information about a product.

• To be able to recite specifications about a product to gain customer trust.

• To be able to clearly and accurately provide customers with answers to questions and recommendations about products.

• To stay busy when customer traffic is low.

A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick them up, the legs are too short. The customer gets angry and demands the pants get fixed. How should the sales associate respond?

• Agree to alter another pair of pants without acknowledging the mistake.

• Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake.

• Tell the customer that the fit was based on accurate measurements.

• Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.

Julie, a customer, places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% of the price she paid three weeks ago. The store has a 14 day sales price adjustment policy. She wants 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 sale dates in the future.

What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior to the transaction?

• Coincidental

• guided

• impulse

• instinct