NRF Certificate Test

which agency is responsible for implementing laws and regulations to protect employees

EEOC

STAR

Situation Task Action Result

which of the following describes a communicator who is straight to the point - analytical - intuitive - functional - personal

analytical

which of the filling is a term for physical goods that are bought and sold? a. sales b. products c. pricing d. services

b. products

which of the following is the term for the retailing approach that places focus on creating a seamless shopping experience for customers by integrating multiple channels? - multichannel - omni channel - integrated channel - seamless channel

omni channel

these customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase. - innovation/trend buyers - impulse buyers - recreational buyers - comparison shoppers

recreational buyers

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

retail ecosystem

which of the following is NOT an area of foundational knowledge that retailers look for in employees - reading - writing - sales skills - math

sales skills

what is the SMART goal system

1. specific 2. measurable 3. achievable 4. results-oriented 5. time-based

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

80-90%

these shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailers. - loyal customers - followers - recreational shoppers - comparison shoppers

loyal customers

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

loyalty program

which of the following terms best describes a grower of potatoes? manufacturer wholesaler distribution center retailer

manufacturer

which of the following describes a communicator who values relationships and connecting with people

personal

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

personalized service

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 store

private label products

whats the term for the delivery of a positive, memorable experience that is more than the customer expected?

quality service

whats the specific term for the action a retailer makes to address a service failure

service recovery

when describing your skills and experience, its important to

use action verbs

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

when the first customer is looking for alternative products

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

$60-70 billion

which of the following holds large quantities of product that are later sent either to retail locations or directly to customers> a. manufacturer b. wholesaler c. distribution center' d. retailer

c. distribution center

which of the following is a term for intangible things, such as providing delivery, that are sold by retailers? a. gifts b. training c. services d. products

c. services

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?

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? - brand promise - positive feeling - company culture - company brand

company brand

which of the following is a 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 buyers - 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 buyers - 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? a. manufacturers b. wholesalers c. buyers d. customers

d. customers

what kinds of things does a manufacturer produce? a. raw material b. fossil fuels c. services d. finished products

d. finished products

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 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 commercial cues

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

external social cues

these shoppers are rarely the first to try new products - loyal customers - followers - recreational shoppers - comparison shoppers

followers

which of the following describes a communicator who wants process, detail, timelines and well-thought-out plans? - analytical - intuitive - functional - personal

functional

these customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance. - innovation/trend buyers - impulse buyers - recreational buyers - comparison shoppers

impulse buyers

the majority of retailers are: - independently owned - corporations - franchises - online onlu

independently owned

these customers have an early adopter mindset, and want to be recognized as trendsetters by others. - innovation/trend buyers - impulse buyers - recreational buyers - comparison shoppers

innovation / trend buyers

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 wants to hear about big-picture ideas? - analytical - intuitive - functional - personal

intuitive