Rise Up

Which of the following is the standard definition for a retail ecosystem?

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

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

A growth mindset

Which of the following best defines a loyalty program?

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

Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?

A opened-end question

Which term best describes hearing and understanding what a speaker is saying out loud and ay messages suggested behind the words?

Active listening

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

Admit that you don't know the answer adn take the customer to a co-work or supervisor who can help.

Which of the following describes a communicator who wants process, detail, timelines and well-thought-out plans?

Functional

What's the term for service that is designed to be tailored to a specific customer's need and interests?

Personalized service

Which of the following does not describe a product feature?

Price

A vertical career path is one in which someone:

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

The term for someone who is considered to be a supportive, reliable part of a group is:

Team player

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

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

The EEOC

Which of the following is a SMART goal?

"I will increase my monthly sales volume by 20% by then end of March"

Which of the following phrases is an example of positive feedback given to an employee?

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

Which of the following questions is the most appropriate way for a retail associate understand if a customer prefers inexpensive or expensive brands?

"What clothing brands do you usually prefer?"

Which of the following is a good transition statement that can lead to closing a sale?

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

Which of the following is an example of upselling?

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

Which of the following would be an appropriate use of language in an email:

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

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

$123.68

As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?

$60-$70 Billion

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

12:45 PM

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

20-25%

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

50%

Approximately what percentage of Americans use a credit or debit card for at leas some of their purchases?

80-90%

Suppose a customer's purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?

A $5 bill, 3 $1 bills, 1 dime and 1 penny

Which of the following is a customer body language cue?

A customer rolling his eyes while looking around

A job description typically contains:

A description of the job's responsibilities

What's the term for a very brief speech that you can use to sell yourself to people you meet?

A elevator pitch

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

A fixed mindset

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

Customers

Which of the following best defines quality customer service?

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

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

Designate

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

Distribution center

Which of the following is the term for behavior influences that come from a customer's family and friends?

External social cues

Which of the following is the term for behavior influences that come from a retailer's marketing?

External social cues

What kinds of things does a manufacturer produce?

Finished products

These shoppers are rarely the first to try new products.

Followers

Which of the following is not typically counted as "compensation" that an employee receives?

Free coffee in the break room

Which of the following describes the type of question that is designed to elicit a "yes" or "no" answer?

An closed-ended question

Which of the following describes a communicator who is straight to the point?

Analytical

Where are large bills, such as $50s and $100s, typically placed with in a cash egister?

Below the cash drawer

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

Call a supervisor immediately

The collective group of customers served by a particular retailer are referred to as that retailer's:

Clientele

Which of the following is the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, its products, and services?

Company brand

Which of the following is the term for the unique way that company employees act with each other and with customers?

Company brand

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

Comparison shoppers

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

Comparison shoppers

Suppose the Bill and JoAnne are sales associates at a retailer, Bill sya to JoAnna: "I'm not getting to work the shifts I want- I can't believe that Alexis only gave me 6 ours 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 that he expected

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

Impulse buyers

The majority of retailer are:

Independently owned

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

Innovation//trend buyers

Which of the following is the term for behavior influences that come from a customer's own needs?

Internal physical cues

Which of the following describes a communicator who wants to hear about big-picture ideas?

Intuitive

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

Loyal customer

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

Manufacturer

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

Omnichannel

Which of the following describes a communicator who values relationship and connecting with people?

Personal

Which of the following is NOT a concept that helps you manage your time effectively?

Procrastinating

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

Products

Which of the following 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

What's the term for the delivery of a positive, memorable experience that is more than what the customer expected?

Quality service

Which of the following comments would be inappropriate in a social media post?

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

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

Recreational shoppers

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

Restate and summarize their needs

Which of the following is NOT an area of foundational knowledge that retailer look for in all employees:

Sales skills

What's the specific term for the action a retailer makes to address a service failure?

Service recovery

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

Services

The most common workplace injuries are:

Slips,trips and falls

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

Soccer shorts

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

Use action verbs

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

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

Via Email

When is it OK to temporarily leave one customer in order to go help a second customer?

When the first customer is looking at alternate products

Which of the following is a valid reason for you, as an employee, not to escort a customer to the location that they've asked to see?

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