Chapter 3

Question 1

Name something that is used to compare information.

Answer 1

bar graphs

Question 2

The number of actual sales transactions made.

Answer 2

total number of sales transactions

Question 3

Composed of retailer’s most loyal customers.

Answer 3

platinum segment

Question 4

These customers represent the lowest segment and can actually cost the
company money.

Answer 4

lead segment

Question 5

Total number of items within each transaction.

Answer 5

units per transactions

Question 6

Shows how data changes over a period of time.

Answer 6

line graphs

Question 7

Customers receive special offers or rewards.

Answer 7

loyalty program

Question 8

20% of the customers make up this segment.

Answer 8

gold segment

Question 9

Used by managers to gauge ow well the store and each department are
operating.

Answer 9

financial reports

Question 10

Required on all purchases.

Answer 10

sales tax

Question 11

A customer recommends a store or sales person based on his or her experience.

Answer 11

referral

Question 12

Represents percentages or proportions where the entire portion represent 100%
and each smaller portion represents a piece of the 100%.

Answer 12

pie chart

Question 13

The price the customer is willing to pay for the products or service.

Answer 13

Price sensitivity

Question 14

These customers are extremely price conscious.

Answer 14

iron segment

Question 15

Be able to figure a discount on a sales item.

Answer 15

20% of 90 = 18 90 - 18 = 72

Question 16

Be able to read a pie chart.

Answer 16

when you compare multiple pie charts, look for differences in the size of slices for the same category in all the pie charts

Question 17

In the customer pyramid, customers in the lead segment get their name from?

Answer 17

lead being the least precious metal

Question 18

What items should client’s records include?

Answer 18

name, address, telephone number, hobbies

Question 19

What rule states that a small number of customers account for the majority of
your profits?

Answer 19

80-20 rule

Question 20

In retail sales, the price on items in the store are always the same prices as on
the store’s website? True or False

Answer 20

false

Question 21

Word-of-mouth recommendations are the best means of advertising?
True or False

Answer 21

true

Question 22

What three things are typically found in an ad?

Answer 22

regular merchandise, sale merchandise, clearance merchandise

Question 23

What does offering a “unique selling proposition” mean?

Answer 23

an offer the retailer makes to differentiates them from other retailers who offer the same or similar products or services

Question 24

Name three ways retailers can tell customers about their sales and promotions.

Answer 24

ads, special events, coupons

Question 25

What is the general rule in retail sales?

Answer 25

the customer is always right