Knowledge check study guide.

4.3 What is a SMART goal?

"I will increase my monthly sales volume by 20% by the end of march"

5.3 What phrase is an example of positive feedback given to an employee?

"Phil, you've really improved your stocking speed."

3.1 What is the most appropriate way for a retail associate to understand if a customer prefers inexpensive or expensive brands?

"What clothing brands do you usually prefer?"

3.1 Which of the following is an example of upselling?

"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00"

3.2 What is a good transition statement that can lead to closing a sale?

"Would you like that folded or left on the hanger?"

4.2 What is an appropriate use of language in an email?

"Yes, I'm happy to help you!"

4.3 If your total sales was $4,700 and you had 38 transactions, what was your average sale?

$123.68

3.2 Suppose a customer's purchases total $52.14 and the customer gives you $60.25What's their change with fewest bills and coins possible?

$5 bill, 3 $1 bills, 11 pennies

1.3 As of 2019, roughly how much money do US retailers lose annually due to poor customer service

$60-$70 billion

4.2 What describes a communicator who values relationships and connecting with people?

Personal

3.1 Term for service that is designed to be tailored to a specific customer's needs and interests

Personalized service

3.1 Term for the delivery of a positive, memorable experience that is more than what the customer expected

Quality service

5.2 What type of comment would be inappropriate in a social media post?

Quit my job today! No more being exploited and unappreciated!

5.2 If you have a job interview scheduled for 1:00 PM, when's the best time to arrive at the store where you're being interviewed?

12:45pm

1.3 After one negative experience, approximately what percent of people say they will never do business with that company again?

50%

3.2 Approximately what percent of Americans use a credit or debit card for at least some of their purchase?

80-90%

2.2 What describes a type of question that is designed to elicit a "yes" or "no" answer?

A closed ended question

4.1 What is a customer body language cue?

A customer rolling his eyes while looking around

5.1 A job description usually contains...

A description of the job's responsibilities

2.1 The type of mindset that limits your ability to grow and learn as an employee is called...

A fixed mindset

1.1 Which of the following is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?

A group of stores that work together collaboratively to serve customers' needs

2.1 The type of mindset that best helps you grow and learn as an employee is called...

A growth mindset

3.1 Which of the following best defines a loyalty program?

A marketing program that provides incentives to repeat customers who are loyal company brand shoppers

1.1 The majority of retailers are?

Independently owned

1.2 These customers have an early adopter mindset, and want to be recognized trendsetters by others

Innovation/ trend buyers

1.2 Term for behavior influences that come from a customer's own needs

Internal physical cues

4.2 What describes a communicator who wants to hear about big-picture ideas?

Intuitive

2.2 Term that best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words

Active listening

2.1 What is the best way to respond when a customer asks a question about a product and you don't know the answer?

Admit that you don't know the answer and take the customer to a coworker or supervisor who can help

2.2 What describes a type of question that cannot reasonably be answered with "yes" or "no"?

An open ended question

4.2 What describes a communicator who is straight to the point?

Analytical

3.2 Where are large bills, such as $50s and $100s, typically placed within a cash register?

Below the cash drawer

3.2 What should you do if a customer argues that they are owed extra change, don't you think they're right, and they escalate their tone?

Call a supervisor immediately

4.1 The collective group of customers served by a particular retailer are referred to at that retailer's...

Clientele

1.3 Term for the overall impression gathered from information that is seen, heard and experienced by customers who encountered a business, its products and services

Company brand

1.3 Term for the unique way that company employees act with each other and with customers

Company culture

1.2 These customers can take a long time to make purchase decisions, and might return to a retailer several times before making a purchase

Comparison shoppers

1.2 These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores and comparing retailer ads

Comparison shoppers

1.1 Which of the following is a standard term that describes the audience of retail store-that is, the people who will buy things from stores?

Customers

4.3 Part of effective time management is prioritizing tasks. What is NOT a code that you would use when setting priorities?

Designate

1.1 Which of the following holds large quantities of products that are later sent either to retail locations or directly to customers?

Distribution Center

1.2 Term for behavior influences that come from retailer's marketing

External commercial cues

1.2 Term for behavior influences that come from a customer's family and friends

External social cues

1.1 What kinds of things does a manufactacturer produce?

Finished products

1.2 These shoppers are rarely the first to try new products

Followers

1.2 These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them

Impulse buyer

5.2 When describing your skills and experience, it's important to...

Use action verbs

2.2 A good way to help a customer form a good impression about you even before you interact with them is to...

Use nonverbal communication, such as having confident posture and making eye contact

5.2 What's the standard method to use to thank an interviewer after the interview?

Via email

4.2 The most common workplace injuries are...

Slips, trips, and falls

3.1 If a customer was about to purchase a soccer ball, what would be the best item to try to cross-sell?

Soccer shorts

5.3 A vertical career path is one in which someone...

Takes on roles with increasing responsibilities that are in the same part of the company

5.3 Term for someone who is considered to be a supportive, reliable part of a group

Team player

4.1 What is NOT a step you should take as part of the service recovery process?

Tell the customer that they need to do something, such as provide more information

5.1 What agency is responsible for implementing laws and regulations to protect employees?

The EEOC

3.1 What accurately defines "private-label" products?

products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores

1.2 These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer

Loyal customers

1.1 Approximately what percentage of U.S. jobs are retail jobs, as of 2019?

20-25%

5.1 Term for a very brief speech that you can use to sell yourself to people you meet

An elevator pitch

1.3 What best defines quality customer service

Delivering a positive, memorable experience that is more than what the customer expected

5.2 What is not typically counted as "compensation" that an employee receives?

Free coffee in the break room

4.2 What describes a communicator who want to process, detail, timelines and well-thought-out plans?

Functional

4.3 Suppose that Bill and JoAnne are sales associates at a retailer. Bill says to JoAnne:"I'm not getting to work the shifts that I want--I can't believe that Alexis only gave me 6 hours this week. I don't even think I can make my rent this month if that doesn't change."What is the problem Bill is facing?

He isn't getting assigned enough hours and worries about financial consequences of having a lighter schedule than he expected

1.1 Which of the following terms best describes a grower of potatoes?

Manufacturer

2.1 What does not describe a product feature

Price

4.3 What is NOT a concept that helps you manage your time effectively?

Procrastinating

1.1 Which of the following is a term for physical goods that are bought and sold?

Products

1.2 These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase

Recreational shoppers

2.2 Which of the following is the best way to demonstrate that you have understood a customer?

Restate and summarize their needs

4.2 What is NOT an area of foundational knowledge that retailers look for in all employees?

Sale skills

4.1 Term for the action a retailer makes to address a service failure

Service recovery

1.1 Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?

Services

4.1 When is it an okay time to temporarily leave one customer in order to go help a second customer?

When the first customer is looking at alternative products

2.1 What is a valid reason for an employee not to escort a customer to the location of a product that they've asked to see?

You're working with another customer and can't leave your area