15/10/2013
Whats your status in retail knowledge? why not try this quiz and check where do we stand? Take this quiz that was put together for USA TODAY from National Retail Federation management and certification courses.
1. Listed below are several factors that affect the success of a retail business. Which of the following selections best describes internal factors, which a Retail Manager can influence?
a. — Product availability, shopping atmosphere, customer service.
b. — Pricing, product placement, customers.
c. — Customers, branding, product availability.
2. Which of the following is NOT a primary area of accountability for a Retail Manager?
a. — Research and long-term planning of the merchandise that will be sold in the store.
b. — Selling and service standards to ensure customers are satisfied.
c. — Ensuring that customers receive the right products at the right time and that they are displayed appropriately.
d. — Training employees to prepare them with product knowledge, selling and service skills.
e. — Making sure the sales floor is recovered, damaged goods are returned, and safety and loss prevention standards are in place.
3. There are basic expectations that most customers have regardless of where they shop, and — expectations that differ according to the type of store.
a. — Convenience
b. — Price
c. — Service
d. — Product
4. As a Retail Manager, you influence the shopping experience by leading by example. Which of the following is NOT an example of how to lead Associates?
a. — Keep Associates informed of all your concerns about the store's sales trends.
b. — Know the service standards for your store and meet them consistently.
c. — Be energetic and enthusiastic with others.
d. — Demonstrate a genuine welcoming attitude toward every customer every day, and be passionate about customer service.
5. Successful retail organizations are recognizing that customer loyalty is a key factor in their success. What does customer loyalty mean to a retail business?
a. — Loyal customers spend more time when making a purchase and that increases their value to the retailer.
b. — Customer loyalty decreases the amount of advertising a retailer must do to be competitive.
c. — Repeat business from loyal customer's increases a retailer's sales and profit because shoppers buy more often, recommend the retailer to others, and pay more for goods and services.
d. — Customer loyalty increases employee satisfaction and loyalty.
6. What is the best way for a Retail Manager to increase productivity and sales growth?
a. — Effectively selecting, training, coaching and retaining the best Sales Associates.
b. — Telling Associates to recover and merchandise the sales floor
c. — Posting sales goals for the department and Sales Associates.
d. — Developing a solid merchandise and sales plan.
7. When discussing with an associate how to handle an upset and dissatisfied customer, it is BEST to:
a. -Coach the associate to get a manager as quickly as possible.
b. -Coach the associate to inform the customer to stop being angry.
c. -Coach the associate to allow the customer to vent her anger.
d. -Coach the associate to diffuse the customer's anger first and find out why she is upset.
8. Which of the following is an indicator that the customer is ready for a sale?
a. — The customer asks the sales associate for the price of a shirt.
b. — The customer approaches the counter and reaches for her purse.
c. — The customer continues searching through the tie rack for a complimentary tie.
d. — The customer decides to make a call to check on shirt sizes with her husband.
9. When the customer gives a buying signal, what should the sales associate do?
a. — Determine if the customer needs anything else.
b. — Turn the customer over to a more seasoned sales associate.
c. — Wait to see if the customer wants anything else.
d. — Close the sale before the customer changes his mind.
10. You assist a customer in the computer department and see a potential for a big sale; however, don't want to overwhelm your customer or lose his trust. How should you proceed?
a. — Talk clearly and slowly, explaining the function of each component of your most expensive model.
b. — Suggest he enroll in a computer class at the local senior center before making a purchase.
c. — Recommend your most simple model for ease in spite of the fact it is your worst performing model.
d. — Determine his immediate and long-term needs, create a purchase plan, and supply him with your contact information as well as contact information for the computer help desk.
Answers will be published soon
Source: National Retail Federation/USATODAY.com
