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Retail Management > Test 4 > Flashcards

Test 4 Flashcards

16, 17, 18

1
Q

What is least likely to be an objective for store design?

A

Cut costs

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2
Q

As Gerard was waiting in line to pay for a bottle of aspirin at a pharmacy, he added a copy of Us Weekly, a Snickers bar, and a pack of cheese crackers to his purchases. The area where Gerard made his selections is most likely a(n)

A

cash wrap

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3
Q

In Sammy’s Surf Shop, there is a 10-foot-long surf board on legs with swimwear on it near the entrance to the department where surfing merchandise is sold. The surfboard attracts many customers into that department. This is an example of a(n)

A

freestanding display

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4
Q

Which statement is true about the racetrack layout?

A

It encourages unplanned purchasing

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5
Q

When Rooney walked into the local convenience store, she saw it had parallel aisles with shelves on either side, making it easy to quickly find what she needed. This store featured a ________Blank layout

A

grid

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6
Q

What is the advantage of the free-form layout to the customer?

A

Customers feel they are in an intimate and relaxed environment that facilitates shopping

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7
Q

Which statement best describes the free-form layout?

A

It is an intimate, relaxing design

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8
Q

Bonnie wanted to buy a wreath for her home for Christmas. She found the wreaths at the back of the local department store with other holiday cards, candy, and decorations. This special section at the store is an example of a

A

promotional area

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9
Q

The ________Blank arranges fixtures and aisles asymmetrically

A

free-form layout

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10
Q

Roberto is always looking for a bargain and frequently visits the meat department to see the markdowns for meat dated to be sold that day. He finds a signage there stating a half-price sale. This signage is an example of ________Blank signage

A

point-of-sale

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11
Q

End caps are used for

A

higher-margin, impulse, and sale merchandise

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12
Q

When Jafaru visited The Tea Shop, he was surprised to see tea cups displayed up a wall almost to the ceiling. The wall is an example of a

A

feature area

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13
Q

________Blank is in the middle of each aisle of a grid layout where less compelling or exciting products are displayed

A

The center store

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14
Q

Which store design contains parallel aisles with merchandise on shelves on both sides of the aisles?

A

grid layout

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15
Q

Which store design has a point-of-sale terminal in each department?

A

racetrack layout

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16
Q

At a home improvement store, there is an area at the back that has one of three categories of merchandise throughout the year. From January through March, the area has organization and garage storage merchandise; from April through September, it has lawn, garden, and patio merchandise; and from October through December, it has Christmas merchandise. This special section at the store is an example of a(n)

A

promotional area

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17
Q

A racetrack layout is also called a ________Blank layout

A

loop

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18
Q

Which store layout is used primarily by supermarkets and full-line discount stores?

A

grid

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19
Q

The free-form layout is also known as the ________Blank layout

A

boutique

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20
Q

Ryan designed his gift shop specializing in teen room decoration in a free-form layout. He used music, lighting, and color to suit the teen tastes. What could Ryan add to help customers locate specific products and departments?

A

signage

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21
Q

Which retailer is most likely to use a grid store layout?

A

Essentials Supermarket

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22
Q

Which retail store is most likely to have a racetrack layout?

A

Ted’s Department Store

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23
Q

Which element is least likely to be considered in the design of a store?

A

employee recruitment

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24
Q

While shopping in the electronics department in Giantz, Sasha noticed an advertisement about layaway on the Giantz in-store network broadcasted on a nearby television. Therefore, the store is using ________Blank to deliver visual content

A

digital signage

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25
Q

Wanda is the manager of a pet store and wants to display an advertisement for dog food on sale in the store window. What type of signage should she use?

A

promotional signage

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26
Q

Grid store layouts are

A

cost-efficient

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27
Q

What is a disadvantage of the grid layout?

A

Customers typically aren’t exposed to merchandise in the center store

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28
Q

What has the least consideration when a retailer is deciding how much floor or shelf space to allocate to merchandise categories and brands?

A

the color of the merchandise

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29
Q

In which store would you be most likely to encounter a straight rack?

A

Ted’s Discount Store

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30
Q

Customers have two shopping goals:

A

task completion and recreation

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31
Q

Ning was recognized as the best Albertons’ employee of the year. His name, along with the names of other winners, is engraved on a plaque that is prominently displayed in the store. This is an example of

A

an extrinsic reward

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32
Q

A ________Blank is a target level used to motivate and evaluate performance

A

quota

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33
Q

Angela’s oldest associate, Barbara, complained that she was bored and was thinking of looking for a different job. Instead of letting her go, Angela decided to utilize her life experience and asked Barbara if she would be responsible for organizing departmental social events and the weekly visual displays. This suggestion, giving Barbara a task she enjoyed doing, would be an example of

A

job enrichment

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34
Q

Sales are poor at the Merritt’s Men’s Store in Alaska, and Merritt’s sales team is suffering from low morale. What will best help Merritt to motivate his sales team?

A

Set realistic goals and offer rewards

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35
Q

As a new employee of an office supply superstore, Carter has been told he will receive structured training. What does this mean?

A

Carter will acquire basic skills and knowledge needed to do his job

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36
Q

________Blank is the redesign of a job to include a greater range of tasks and responsibilities

A

Job enrichment

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37
Q

Which statement is true about the use of testing in hiring?

A

Tests must be scientifically and legally valid

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38
Q

What is an example of extrinsic reward?

A

promotion

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39
Q

What is a benefit of using realistic job previews to screen job applicants?

A

Decrease in employee turnover

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40
Q

What contains information about the applicant’s employment history, previous compensation, reasons for leaving previous employment, education and training, and references?

A

job application

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41
Q

Nick works for an electronics store. His entire compensation is based on an 8% commission he is paid on all the sales he makes minus merchandise returns. This is an example of a(n)

A

incentive compensation plan

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42
Q

What is typically the first step in acquiring and retaining employees?

A

recruiting employees

43
Q

On payday, Jariah received her weekly salary plus 2% of each sale she made during the pay period. What is this an example of?

A

commission

44
Q

What is a disadvantage of incentive compensation plans?

A

Employees don’t develop loyalty to their employers when incentive plans are practiced

45
Q

A quota bonus plan is applicable when

A

employee performance exceeds the quota

46
Q

________Blank is expressed as a retailer’s net sales divided by the number of full-time employees

A

Employee productivity

47
Q

On the first day of his new job, Meo learned the company policies, basic selling skills, and stockroom procedures with the use of videos, audio-visual presentations, and manuals. What type of training is Meo receiving in this scenario?

A

structured training

48
Q

The employee turnover for the custodial position at the local department store was high, and the department managers were beginning to complain to Georgia, the store manager. There was no lack of applications, and the pay was comparable to other stores, yet those who took the position stayed no longer than a week. Exit interviews revealed that employees felt the job’s responsibilities were not what they expected. What is the best method Georgia could use to reduce turnover?

A

Show a video to applicants about the responsibilities of the job

49
Q

In ________Blank, new employees work in specific jobs under the direct supervision of their managers

A

on-the-job training

50
Q

A typical application form would be least likely to provide information about the applicant’s

A

character

51
Q

In order to motivate its employees, Casanova’s department store has set performance goals for its employees. If an employee exceeds their daily performance goals, they will receive a bonus. This compensation method is called a(n)

A

quota bonus plan

52
Q

What is the major disadvantage of a straight salary plan?

A

It does not directly relate pay incentives to productivity

53
Q

Norton was getting bored with his job as a sales clerk in the home department until his manager gave him responsibility for training a new salesperson in his area, which he likes doing. This is an example of

A

an intrinsic reward

54
Q

A(n) ________Blank over the Internet helps new employees acquire the basic skills and knowledge they need to be able to do their jobs

A

structured training program

55
Q

Raoul applied for a position as a butcher’s assistant at a nearby supermarket. After he completed his application, the manager showed him a video reviewing the responsibilities of an assistant to the butcher. After viewing that the video, Raoul felt sick and told the manager he didn’t want the job. This screening technique is called

A

job preview

56
Q

A drawing account is used to

A

provide a steadier income for salespeople who work on commission

57
Q

Levi just signed a lease for her lunch delivery business and is now ready to become involved in the process for acquiring and retaining employees. What should Levi do first?

A

Recruit employees

58
Q

After screening applicants, the selection process typically involves a(n)

A

personal interview

59
Q

Sonja is a 22-year-old who has just started a job at a clothing store. She finds that her ideal working environment is different than that of her older coworkers. Which of these is Sonja least likely to appreciate?

A

a strict dress code

60
Q

Which of these is an intrinsic reward?

A

meaningful work

61
Q

What is the most widely used interview technique?

A

behavioral interview

62
Q

Which statement about references is accurate?

A

References are a good way to verify information given on an application form

63
Q

Noble knew a popular celebrity was planning a shopping spree in his store that day and needed a personal shopper to accompany her. Normally, Noble plays this role, but he trusted a reliable store associate to manage the visit. Noble would be available in the store should there be a problem, but the exciting opportunity was to be handled by the associate. Which term best describes Noble’s leadership style?

A

transformational

64
Q

________Blank is the difference between the recorded value of inventory and the value of actual inventory, divided by retail sales

A

Shrinkage

65
Q

Karl works for a retailer deciding what merchandise will be in the store, managing inventory, and planning advertising and marketing for the merchandise. What position in the organizational structure of a retailing firm does Karl most likely have?

A

buyer

66
Q

Which type of law determines how unions can be formed and the ways in which companies should deal with unions?

A

labor relations

67
Q

A shopper is most likely to receive standardized customer service in a

A

McDonald’s

68
Q

Dust-free, clean, and organized stores with updated dressing rooms and kiosks are examples of a retailer’s commitment to customer service through

A
69
Q

What is an excellent source of information about a retailer’s offering that helps in increasing customer satisfaction?

A

customers’ complaints

70
Q

An electronic retailer advertised that returns would be quick and easy if customers were dissatisfied with a product. However, customers were unable to find any detailed information about the retailer’s return policies on its website and on the purchase invoice. This lack of information is an example of a ________Blank gap

A

communications

71
Q

Margo was paid by companies to visit their stores and complete a questionnaire about the stores’ service quality. For instance, did the sales associate greet customers when they entered the store, and did they offer merchandise that complemented their purchases? Margo was

A

a mystery shopper

72
Q

Chaim ordered a model fighter jet at a discounted price of $22 from a hobby catalog. However, he was charged an extra $10 for shipping charges that were not mentioned anywhere in the catalog. He decided never to buy anything from that catalog again. Due to a ________Blank, the catalog retailer lost a customer

A

communication gap

73
Q

A customer returned a textbook to a bookstore because she decided to drop the class after a few weeks. The sales clerk refunded the customer’s money immediately because the store had a “no questions asked” refund policy. Which service gap was reduced because of the clearly defined guideline?

A

delivery gap

74
Q

Service excellence will occur only when the

A

top management provides leadership and demonstrates commitment

75
Q

At Sonic Drive-In restaurant, employees are timed to measure how quickly an order is taken and delivered to customers. When employees’ performance consistently meets or exceeds the norms, the restaurant manager gives them a $10.00 bonus check. The purpose of this incentive is to reduce the _______Blank gap

A

standards

76
Q

To reduce the delivery gap, retailers need to

A

provide instrumental and emotional support to employees

77
Q

Six weeks after Samil purchased six portable computers for his realty business, he was called by the retailer who sold him the computers and asked if he was satisfied with the purchase and if there was anything that he would change about the way the store does business. In this scenario, the retailer is addressing its ________Blank gap

A

knowledge

78
Q

Morey’s Restaurant recently advertised that it offered unlimited pasta and burritos for $15 on Friday nights. However, when customers tried to purchase the offer, they were told that enrolling for a membership was mandatory for the offer. The membership fee turned out to be $10. The membership condition was not mentioned in Morey’s advertisement. Which form of service gap can be seen in the given example?

A

communication gap

79
Q

Malik orders pizzas at a take-out restaurant and is told that the order would be ready in twenty minutes. After waiting for almost half an hour, he is told that his order was entered just five minutes ago and that the pizzas would be ready in 45 minutes. Which service gaps is exemplified in this scenario?

A

communication gap

80
Q

Magnolia calls the most reputable plumber in the community to repair the faucet in her kitchen. She pays the plumber for his work. However, the next day, Magnolia sees the faucet leaking again and is stunned to see the repair was done with a strip of duct tape. This reaction from Magnolia can be attributed to

A

a service gap

81
Q

When the customer’s perception of the service delivered by a retailer fails to meet the customer’s expectations, a(n) ________Blank results

A

service gap

82
Q

An electronics retailer surveys its customers to understand the factors that they consider before making a purchase decision. The retailer is trying to bridge the ________Blank gap by using customer research

A

knowledge

83
Q

When Vanna ordered a refrigerator, she expected the people who delivered it to install the it. However, the refrigerator was left at her door, and Vanna’s expectations were not met. Which term best describes the given scenario?

A

service gap

84
Q

When a department store chain centralized all its buying activities, the store and department managers were able to spend more time working with sales associates and talking with customers. As a result, the company was able to better understand the expectations of the customers. Which gap was reduced as a result of the centralization process?

A

knowledge gap

85
Q

Which statement is the best example of a service goal for a retailer that is sincere about reducing the standards gap?

A

“Display merchandise on racks within 24 hours of delivery.”

86
Q

A pet store offered a free flea dip to animals of its regular customers. The owner had extra employees to deal with the crowd but provided only one dip tank, which slowed down the process. What could the owner do to deliver the desired service level?

A

Provide instrumental support

87
Q

A retailer would be reducing the ________Blank gap by developing a better understanding of customer expectations and perceptions

A

knowledge

88
Q

A senior executive of a department store chain visits one of the stores every week and pretends to be a customer. She records her observations on the service provided by the store’s sales associates and the manner in which her queries were handled. Sales associates who meet the service standards are awarded a small bonus. The executive is most likely a(n)

A

mystery shopper

89
Q

Which action is a way to reduce the delivery gap?

A

empowering employees at the firm’s lowest level

90
Q

Who would be the most likely person to make sure that high-quality customer service standards are achieved by a retailer?

A

store manager

91
Q

Training employees to effectively deal with customers, providing better assistance to customers, and explaining the use of complex products to potential customers reduces the ________Blank gap

A

delivery

92
Q

Jasmin, the manager of a college bookstore, hires additional employees during the first few weeks of each semester but does not clearly define their responsibilities. Hence, during busy times, the students end up waiting for more than ten minutes to check out because there are not enough clerks ringing up sales. Some students get frustrated and leave without buying. This situation indicates a ________Blank gap

A

standards

93
Q

The difference between the service promised by a retailer and the service actually delivered is known as the ________Blank gap

A

communications

94
Q

When Butch opened his seafood market in Alabama, he was amazed at the number of customers who asked him to clean and prepare the fresh lobster, shrimp, and crawfish they had just purchased. When setting up his store, he had not set aside a place for performing this service. Therefore, a ________Blank gap resulted which could have been overcome by Butch through customer research

A

knowledge

95
Q

Retailers reduce their ________Blank gap by utilizing mystery shoppers to assess service quality

A

standards

96
Q

Thelma went to collect her clothes from a dry-cleaning store at 8 p.m. The store guarantees a 24-hour pick-up service in all of its advertisements. However, she was disappointed to find that the pickup service is available only between 11 a.m. and 7 p.m. This is an example of a ________Blank gap

A

communications

97
Q

Hakeem decided to order a zombie mask from a catalog and called the toll-free number. Although the call was answered immediately, the operator took Hakeem’s information and transferred the call twice to different departments. What bothered Hakeem was that he had to repeat his contact information and product number to different operators. The first operator was not trained to handle customer orders. What type of service gap did Hakeem encounter?

A

delivery gap

98
Q

The ________Blank gap can be closed by developing specific guidelines and systems for delivering high-quality service

A

standards

99
Q

Retailers can reduce the delivery gap by

A

providing employees the necessary skills and knowledge

100
Q

Customers at a small bookstore complained about how long they had to wait while the sales clerk manually checked the books to see which ones were available in the store’s inventory. The owner, therefore, decided to install a computer and database management program to manage the store’s inventory. Implementing customers’ feedback and using technology reduced the store’s ________Blank gap

A

standards

100
Q

Nelson works as a customer service executive in a call center. He handles customer queries and is often hampered by network and telephone problems. Hence, he is sometimes unable to effectively address customers’ problems. The poor quality of customer service in the given scenario can be attributed to

A

lack of instrumental support

101
Q

Michaela works in the linen department of a large department store. When a customer arrives to collect a tablecloth that she had specially ordered, she is disappointed to know that the delivery of the ordered merchandise has been delayed. Michaela is able to use empowerment to bridge the ________Blank gap by offering to bring the product to the customer’s residence herself

A

delivery

102
Q

Procedural fairness

A

makes customers feel they have been dealt with fairly when store employees follow company guidelines

Retail Management (4 decks)

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