Rise Up

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?

D. Customers

What kinds of things does a manufacturer produce?

D. Finished products

Which of the following accurately defines ''private-label'' products?

D. 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

Which of the following is an example of upselling?

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

Suppose a customer's purchase 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, 11 pennies

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

A. 80-90%

Which of the following is a customer body language cue?

A. A customer rolling his eyes while looking around

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

A. A fixed mindset

Which of the following best defines a loyalty program?

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

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

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

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

A. 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 best defines quality customer service?

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

The majority of retailer are:

A. Independently owned

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

A. Innovation/trend buyers

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

A. Loyal customers

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

A. Manufacturer

Which of the following does not describe a product feature?

A. Price

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

A. Restate and summarize their needs

A vertical career path is one in which someone:

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

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

A. Team player

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

A. The EEOC

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

A. Via email

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

A. What clothing brands do you usually prefer?

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

B. Omnichannel

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

B. Products

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

B. Quality service

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

B. Service recovery

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

B. Soccer shorts

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

B. Use action verbs

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

B. When the first customer is looking at alternate products

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

C. $60-$70 billion

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?

C. 12:45 PM

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

C. 20-25%

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

C. 50%

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

C. Active listening

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

C. An elevator pitch

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

C. An open-ended question

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

C. Company culture

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

C. Designate

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

C. Distribution center

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

C. Internal physical cues

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

C. Personalized service

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

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

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

C. Procrastinating

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

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

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

C. Services

Which of the following is NOT a step you should take as part of the service recovery process?

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

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

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

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

C. Would you like that folded or left on the hanger?

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?

C. You're working with another customer and can't leave you area

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

D. Below the cash drawer

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

D. 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?

D. Company brand

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

D. Comparison shoppers

These customers tend to spend a lot of time checking out product and price through online sites, visiting different stores and comparing retailer ads.

D. Comparison shoppers

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

B. $123.68

A job description typically contains

B. A description of the job's responsibilities

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

B. A growth mindset

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

B. An open question

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?

B. Call a supervisor immediately

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

B. External commercial cues

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

B. External social cues

These shoppers are rarely the first to try new products.

B. Followers

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

B. Free coffee in the break room

Suppose that Bill and JoAnne are sales associates at a retailer. Bill says to JoAnna: ''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?

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

Which of following is a SMART goal?

B. I will increase my monthly saves volume by 20% by the end of March

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

B. Impulse buyers

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

B. Impulse buyers