Chapter 4 Selling and Service/Performing Your Best

Question 1

The ______ is the detailed list of vendor items requested by the store.

Answer 1

PURCHASE ORDER

Question 2

____ are sent to the vendor or store distribution center to request shipment of merchandise.

Answer 2

PURCHASE ORDER

Question 3

______ is a list of the quantity and type or merchandise that the vendor sends to a store.

Answer 3

PACKING SLIP

Question 4

A physical count of every piece of merchandise in a store, creating a record of the store’s inventory at a specific point in time is a _________

Answer 4

PHYSICIAL INVENTORY

Question 5

The art and science of presenting the products you sell in the most attractive way possible in order to generate traffic, create a buzz, and generate sales.

Answer 5

MERCHANDISING

Question 6

Preventing the loss of inventory or merchandise due to shoplifting, employee theft, or employee error is ______

Answer 6

LOSS PREVENTION

Question 7

Staging products in a way customers will use the product and creating a display around that mental picture is ______

Answer 7

LIFESTYLE MERCHANDISING

Question 8

When assets of a business are loss due to theft or loss due to error is

Answer 8

LOSS

Question 9

____ commonly referred to as shrink or shrinkage because a retailer’s inventory literally shrinks in size when it is reduced by theft or can’t be accounted for due to employee error.

Answer 9

SHORTAGE

Question 10

Loss caused by shoplifting, employee theft, and employee error.

Answer 10

SHRINK/SHRINKAGE

Question 11

_____ is the difference between the amount of merchandise on a company’s financial records and the actual count of merchandise.

Answer 11

SHRINK/SHRINKAGE

Question 12

_______ is inventory that arrives to the store with the price tags already attached and can be placed on the floor after check in.

Answer 12

PRE-PRICED INVENTORY

Question 13

____ is a means of stealing by trickery, such as stolen credit/debit cards, counterfeit money, currency switching, package switching, refund fraud, refund abuse, stolen checks or bad checks.

Answer 13

FRAUD

Question 14

____ is a visual map that shows shelf heights, merchandise and signage placement that maximizes the display space.

Answer 14

PLANOGRAM

Question 15

Carrying, hiding, concealing, or otherwise manipulating merchandise with the intent of taking it or paying less for it is ______

Answer 15

SHOPLIFTING

Question 16

A _____ is when items are ordered at the same time but are shipped indifferent shipments.

Answer 16

SPLIT-SHIP

Question 17

Processing Product Exchnages and Returns

8% of all retail sales result in a return or exchange. True or False

Answer 17

True

Question 18

Converting Returns to Exchanges

Customer returns can be converted into exchanges by:

Answer 18

1. Ask questions and listen.
2. Confirm the need.
3. Offer recommendations.
4. Complete the sale.

Question 19

Service Recovery

When a customer is upset, it’s important to:

Answer 19

1. Be reassuring: An upset customer needs to feel as if you understand the problem and will resolve it.
2. Avoid explaining the reasons behind the issue: The customer needs to feel that you’re focusing on solving the problem, not justifying why it happened.
3. Provide next-level service: Look for ways to help the customer’s situation that go beyond just fixing the problem.

Question 20

Building Your Clientele

At some retailers, typically high-end stores, sales associates are encouraged to build a one-to-one relationship with customers.
A retailer’s clientele is the collective group of customers that are served by a specific retailer, when considered in total.
Individual employees can build a clientele group that they pay special attention to serving. True or False?

Answer 20

True

Question 21

Building Your clientele

Following up with customers helps you:

1. Determine whether customers are enjoying their purchase.
2. Solve problems customers are experiencing with their purchase.
3. Build customer relationships.
4. Encourage and/or identify potential future purchase opportunities.
5. Inform customers about upcoming promotions or new products.
6. Gain referrals.
7. Make customers feel appreciated.

True or False?

Answer 21

True

Question 22

Building Your Clientele

When following up with customers, keep it sincere, brief and appropriate.

Message options are:

Answer 22

Message options:

1. Call/leave a voice message.
2. Email.
3. Send a thank-you note.

Question 23

Asking for Help and Advice

When you run into a situation where you need help, do the following:

Answer 23

1. Try! If you know how to handle the situation, use what you have learned to try to help the customer right away.
2. When you don’t know how to handle a situation, ask for help right away.
3. Ask for help from a manager, supervisor, or other experienced employee.
4. Listen to the way your experienced co-workers handle difficult situations.
5. Keep the way your co-workers handle things in mind.

Question 24

Your Brand is You

Ways to present the best you and make a great first impression are:

Answer 24

1. Present employability attributes and a professional look.
2. Display a positive attitude toward the brand, customers and coworkers.
3. Demonstrate effective communication.
4. Take care of yourself.

Question 25

# Employability Attributes Employability attributes are the skills that employers look for in potential employees.

Answer 25

These include: * Foundational skills in reading and math. * A positive attitude * Honesty * Reliability

Question 26

# Professionalism Displaying a **positive attitude** is a skill set that can be learned. It’s one of the most important transferrable skills you can learn – something that never becomes obsolete. What you feel on the inside is your business, but the behaviors you display at work can contribute to the success or failure of a retailer’s business. True or False?

Answer 26

True

Question 27

# Presenting a Professional Look 1. Maintain a daily hygiene schedule for your body, teeth, hair and fingernails. 2. Wear clean and presentable clothes, appropriate for the job. 3. Facial hair should be well-groomed. 4. Do not eat or chew gum while working. 5. Wear only lightly-scented perfume or cologne. These are ways you can present a professional look. True or False?

Answer 27

True

Question 28

# Effective Communication Four Verbal Communication Styles are:

Answer 28

1. Analytical 2. Intuitive 3. Functional 4. Personal

Question 29

# Communicating with Customers on the Phone Your attitude and willingness to help them come through in your:

Answer 29

* Tone * Intensity * Inflection * Pitch * Rate * Volume

Question 30

# Digital Communication KEY TECHNIQUES 1. Begin with a personal greeting. 2. Use professional, positive language and convey your smile through the words. 3. Keep it short and place the most important things first. 4. Use language appropriate to your retailer’s brand and culture, but not internal jargon. 5. Proofread your message to check for errors or missed words. 6. Close by thanking the customer for their business. 7. Seek advice from a supervisor when you are unsure how to appropriately word a message.

Answer 30

KEY TECHNIQUES 1. Begin with a personal greeting. 2. Use professional, positive language and convey your smile through the words. 3. Keep it short and place the most important things first. 4. Use language appropriate to your retailer’s brand and culture, but not internal jargon. 5. Proofread your message to check for errors or missed words. 6. Close by thanking the customer for their business. 7. Seek advice from a supervisor when you are unsure how to appropriately word a message.

Question 31

# Taking Care of Yourself Physical well-being includes: 1. A focus on reducing workplace injury. 2. Getting enough sleep. 3. Exercising. 4. Avoiding substance abuse.

Answer 31

Physical well-being includes: 1. A focus on reducing workplace injury. 2. Getting enough sleep. 3. Exercising. 4. Avoiding substance abuse.

Question 32

# Effective Time Management KEY TECHNIQUES Prioritize Focus Organize

Answer 32

KEY TECHNIQUES Prioritize Focus Organize