Rise Up Knowledge Check 1.

Which of the following best defines quality customer service? Delivering a positive, memorable experience that is more than what the customer expected Adhering to company policies when processing returns Doing exactly what the company procedures say to do Offering free items to customers in order to keep them coming back

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

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

Designate

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

Distribution Center

Which of the following is the term for behavior influences that come from a customer's family and friends? External Commercial Cues External Social Cues Internal Physical Cues Retailer Cues

External Social Cues

What kinds of things does a manufacturer produce? Raw Materials Fossil Fuels Services Finished Products

Finished Products

These shoppers are rarely the first to try new products. Loyal customers Followers Recreational Shoppers Comparison Shoppers

Followers

Which of the following is not typically counted as "compensation" that an employee receives? Hourly pay Free coffee in the break room Bonus pay Sales commissions

Free coffee in the break room

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

Functional

Suppose that Bill and JoAnne are sales associates at a retailer. Bill says to JoAnne: "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 think I can make my rent this month if this doesn't change." What's the problem that Bill is facing? He doesn't like the times when he works He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected He doesn't like the manager He wants to work in different part of the store

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

Which of the following is the term for behavior influences that come from a customer's own needs? External Commercial Cues External Social Cues Internal Physical Cues Retailer Cues

Internal Physical Cues

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

Intuitive

These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer. Loyal Customers Followers Recreational Shoppers Comparison Shoppers

Loyal Customers

Which of the following terms best describes a grower of potatoes? Manufacturer Wholesaler Distribution Center Retailer

Manufacturer

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? Multichannel Omnichannel Integrated Channel Seamless Channel

Omnichannel

Which of the following describes a communicator who values relationships and connecting with people? Analytical Intuitive Functional Personal

Personal

What's the term for service that is designed to be tailored to a specific customer's needs and interests? Customer Service Quality Service Personalized Service Helpful Service

Personalized Service

Which of the following does not describe a product feature? Price Flavor Texture Color

Price

Which of the following is NOT a concept that helps your time effectively? Organizing Prioritizing Procrastinating Focusing

Procrastinating

Which of the following is a term for physical goods that are bought and sold? Sales Products Pricing Services

Products

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

Services

The most common workplace injuries are: Slips, trips, and falls Injuries due to improper lifting Injuries due to workplace violence Powered equipment accidents

Slips, trips, and falls

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 1:00 pm 12:30 pm 12:45 pm 12:59 pm

12:45 pm

Approximately what percentage of U.S. jobs are retail jobs, as of 2019? 5-10% 10-15% 20-25% 35-40%

20-25%

After one negative experience, approximately what percentage of people say they will never do business with that company again? 10% 20% 50% 75%

50%

Approximately what percentage of Americans use a credit or debit card at least some of their purchases? 80-90% 50-60% 30-40% 10-20%

80-90%

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words? Patient Listening Foundational Listening Active Listening Passive Listening

Active Listening

What's the best way to respond when a customer asks a question about a product and you don't know the answer? Admit you don't know the answer and take the customer to a coworker or supervisor who can help Give your best-guess answer and let the customer figure it out from there Suggest that the customer consider an alternate product that you are more familiar with, so you can better answer the customer's questions Look for information on the product's packaging or on relevant signs

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

What's the term for a very brief speech that you can use to sell yourself to people you meet? A job post A keynote speech An elevator pitch A sales presentation

An elevator pitch

These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them. Innovation/ trend buyers Impulse buyers Recreational Shoppers Comparison Shoppers

Impulse Buyers

Where are large bills, such as $50 and $100s, typically placed within a cash register? In the compartment with the $20s In the compartment with the $10s Wherever there's the most room Below the cash register

Below the cash register

The majority of retailers are: Independently Owned Corporations Franchises Online Only

Independently Owned

These customers have an early adopter mindset, and want to be recognized as trendsetters by others. Innovation/ trend buyers Impulse buyers Recreational Shoppers Comparison Shoppers

Innovation/ trend buyers

What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone? Escalate your tone to match the customer's tone Call a supervisor immediately Deny the customer's request Call security

Call a supervisor immediately

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

Clientele

Which of the following is a good transition statement that can lead to a closing sale? "Are you ready to buy this?" "Do you want to buy this today or come back later?" "Would you like that folded or left on the hanger?" "Are you sure that's the shirt that you want to buy?"

"Are you ready to buy this?"

Which of the following is a SMART goal? "I will improve my sales." "I will increase my monthly sales volume by 20% by the end of March." "I will increase my sales volume until my manager is happy with my performance." "I will increase my monthly sales volume every month."

"I will increase my sales volume until my manager is happy with my performance."

Which of the following phrases is an example of positive feedback given to an employee? "Julie, your productivity scores are very low and need to improve." "Max, you need to start showing up on time." "Phil, you've really improved your stocking speed." "Emily, you have so much potential."

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

Which of the following questions is the most appropriate way for retail associate understand if a customer prefers inexpensive or expensive brands? "What clothing brands do you usually prefer?" "How much do you want to spend?" "Do you buy clothes at second-hand stores?" "I like higher-end clothing brands myself, don't you?"

"What clothing brands do you usually prefer?"

Which of the following is an example of upselling? "I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price- it's on sale!" "I'm sure you'll love those basketball sneakers. Do you also need any t-shirts or shirts?" "I love the TV model you're looking at; let me show you a different model with similar features for the same price, so you can see another brand." "Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00"

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

Which of the following would be n appropriate use of language in an email: "Yes, I'm happy to help you!" "OK, no prob." "Will check w my mgr." "I'll run that by our Max team and get back to you."

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

If your total sales was $4,700 and you had 38 transactions, what was your average sale? $133.68 $123.68 $123.58 $123.00

$123.68

As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service? $20-$30 million $100-$150 million $60-$70 billion $100-$150 billion

$60-$70 billion

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 as possible?" A $5 bill, 2 $1 bills, 1 dime, 1 penny A $5 bill, 3 $1 bills, 1 dime, 1 penny A $5 bill, 3 $1 bills, 11 pennies A $5 bill, 2 $1 bills, 11 pennies

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

Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer? A leading question An open question An open-ended question A close-ended question

A close-ended question

Which of the following is a customer body language cues? A customer rolling his eyes while looking around A customer asking "Where is the laundry detergent?" A customer asking her friend for the car keys A customer saying "I wish you still carried the large bottles of Tide."

A customer rolling his eyes while looking around

A job description typically contains: The name of the supervisor A description of the job's responsibilities The specific career path for an individual starting with the company in this position The exact hours that a person in this job works each week

A description of the job's responsibilities

The type of mindset that limits your ability to grow and learn as an employee is called: A fixed mindset A growth mindset A product mindset A retail mindset

A fixed mindset

The type of mindset that best helps you grow and learn as an employee is called: A fixed mindset A growth mindset A product mindset A retail mindset

A growth mindset

Which of the following best defines a loyalty program? A marketing program that provides incentives to repeat customers who are loyal company brand shoppers A club for employee of a retailer to join A discount coupon or code that's made available for the first time customers A discount program aimed at people who shop with a retailer's competitors

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

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell? A basketball Soccer shorts A soccer goal frame and net A baseball bat

A soccer goal frame and net

Which of the following is the standard definition of a retail ecosystem? An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want. A group of stores that work together collaboratively to serve customer's needs. A team of store employees who help each other A set of technological systems that work together in order to make sure all products in a retailer's inventory are tracked and accounted for.

An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.

Which of the following describes a type of question that cannot reasonably be answered with a "yes" or "no"? A leading question An open question An open-ended question A close-ended question

An open-ended question

Which of the following describes a communicator who is straight to the point? Analytical Intuitive Functional Personal

Analytical

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? Brand Promise Positive Feeling Company Culture Company Brand

Company Brand

Which of the following is the term for the unique way that company employees act with each other and with customers? Brand Promise Positive Feeling Company Culture Company Brand

Company Culture

These customers can take a long time to make a purchase decision, and might return to a retailer several times before making a purchase. Innovation/ trend buyers Impulse buyers Recreational Shoppers Comparison Shoppers

Comparison Shoppers

These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores and comparing retailer ads. Innovation/ trend buyers Impulse buyers Recreational Shoppers Comparison Shoppers

Comparison Shoppers

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 stores? Manufacturers Wholesalers Buyers Customers

Customers

Which of the following accurately defines "private-label" products? Products that are available to be purchased only by a store's employees Products whose names are not displayed on their packaging Products that are sold only to a select group of customers Products that are developed by national or international manufacturers and then sold under another brand

Products that are developed by national or international manufacturers and then sold under another brand

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

Quality Service

Which of the following comments would be inappropriate in a social media post? Retail friends: I'm looking for a sales associate position, so if you know anyone, feel free to mention me! Joe, send me your demo reel and I'll talk to my producer friend about you. Quit my job today! No more being exploited and unappreciated Thanks to Walgreens for filling my prescription so quickly!

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. Innovation/ trend buyers Impulse buyers Recreational Shoppers Comparison Shoppers

Recreational Shoppers

Which of the following is the term for behavior influences that come from retailer's marketing? External Commercial Cues External Social Cues Internal Physical Cues Retailer Cues

Retailer Cues

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees: Reading Writing Sales skills Math

Sales skills

What's the specific term for the action a retailer makes to address a service failure? Customer service Service recovery Quality service Service process

Service recovery

A vertical career path is one of which someone: Take on roles with increasing responsibilities that are in the same part of the company Makes a series of moves, some which are lateral Jumps from company to company Stays in the same role but takes on a larger workload

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

The term for someone who is considered to be supportive, reliable part of a group is: Team player Team member Teammate Team leader

Team player

Which of the following is NOT a step you should take as part of the service recovery process? Apologize and thank the customer for bringing the issue to your attention Listen carefully to the customer's explanation Tell the customer that they need to do something, such as provide more information Propose solution options

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 The ADA The FDIC The FLSA

The EEOC

When describing your skills and experiences, It's important to: Begin sentences with "I did..." Use action verbs Use sentences directly from the job description List the names of your coworkers

Use action verbs

A good way to help a customer form a good impression about you even before you interact with them is to Be sure to always look busy Call out to the customer to get their attention Use the nonverbal communication, such as having confident posture and making eye contact Approach the customer as soon as you see them, anywhere in the store

Use the 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 Va text message Via phone call By sending a card in the mail

Via email

Which of the following is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see? The location is on the other side of the store, so it would be a long walk for you You're not sure exactly where the product is You're working with another customer and can't leave your area The customer doesn't seem likely to be able to afford the product

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