Principles of Business Chapter 4
5. Which of the following is a SMART goal?
"I will increase my monthly sales volume by 20% by the end of March."
6. Which of the following would be an appropriate use of language in an email:
"Yes, I'm happy to help you!"
4. If your total sales was $4700 and you had 38 transactions, what was your average sale?
$123.68
Steps for handling multiple customers
-Ask the first customer for permission. -Wait for the first customer's permission. -Greet (if you haven't done so already) and introduce yourself to the second customer. -When you return to the first customer, thank them for waiting and reengage in your conversation.
Message options (there are 3)
-Call/leave a voice message. -Email. -Send a thank-you note.
8 primary elements of body language
-Face -Eyes -Posture -Gestures -Voice -Movement -Touch -Appearance
4 step service recovery process
1. Keep your composure. 2. Apologize and thank the customer. 3. Listen carefully and/or investigate the situation. 4. Propose solution options.
1. Which of the following is a customer body language cue?
A customer rolling his eyes while looking around.
Clientele definition
A retailer's clientele is the collective group of customers that are served by a specific retailer, when considered in total.
2. Which of the following describes a communicator who is straight to the point?
Analytical
Verbal communication style 1 (no specific order)
Analytical: straight to the point.
Body Language definition
Body language cues are conscious or unconscious gestures and movements that express intentions.
5. The collective group of customers served by a particular retailer are referred to as that retailer's"
Clientele
3. Part of effective time management is prioritizing tasks. Which of the following is NOT a code that you would use when setting priorities?
Designate
3. Which of the following describes a communicator who wants process, detail, timelines, and well-thought-out plans?
Functional
Verbal communication style 3 (no specific order)
Functional: wants the process, details, timelines, well thought out plans.
1. Suppose that Bill and JoAnn are sales associates at a retailer. Bill says to JoAnn: "I'm not getting to work the shifts 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 this doesn't change." What's the problem that Bill is facing?
He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected
4. Which of the following describes a communicator who wants to hear about big-picture ideas?
Intuitive
Verbal communication style 2 (no specific order)
Intuitive: wants the big picture idea; not data or details.
5. Which of the following describes a communicator who values relationships and connecting with people?
Personal
Verbal communication style 4 (no specific order)
Personal: value connecting with people and emotional language.
2. Which of the following is NOT a concept that helps you manage your time effectively?
Procrastinating
What are SMART goals?
SMART Goals Are: -Specific -Measurable -Achievable -Results-oriented -Time-based
1. Which of the following is NOT an area of foundational knowledge that retailers look for in all employees:
Sales skills
3. What's the specific term for the action a retailer makes to address a service failure?
Service Recovery
Service Recovery definition
Service Recovery is an action the retailer provides to address a service failure. It includes the activities that turn the negative experience into a positive one. It can occur during the same visit or at a time in the future.
7. The most common workplace injuries are:
Slips, trips, and falls
4. Which of the following 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.
2. When is it an OK time to temporarily leave one customer in order to go help a second customer?
When the first customer is looking at alternate products.
