Customers with intense and impatient personalities are


Multiple Choice:

1. _____ retailing includes all the activities designed to attract, retain, and enhance customer relationships.
a. Relationship
b. Consumer
c. High-performance
d. Service
e. Promotional

2. Dorothy Lane Market offers weekly cooking classes. These demonstrations are an example of the retailer providing its customers with:
a. transaction service.
b. convenient hours.
c. informational aids.
d. personal selling.
e. pretransaction service.

3. Which of the following is an example of a posttransaction service offered by retailers?
a. Information aids
b. Counseling lessons
c. Credit availability
d. Delivery
e. Layaway

4. Which of the following is an important factor to consider when determining the service level to be offered by a retailer?
a. Target market income
b. Selling policies of your channel partners
c. Price image
d. Minimum wage rate
e. level of inflation

5. Which of the following describes the degree to which an employee is involved in the total sales process?
a. Autonomy
b. Responsibility
c. Individuality
d. Involved time
e. Task identity

6. Customers with intense and impatient personalities are characterized as:
a. sociable.
b. defensive.
c. interrupters.
d. indecisive
e. impulsive.

7. A salesperson should illustrate how a certain product fits a customer's already-defined criteria when the customer has what kind of choice criteria?
a. Choice criteria in conflict
b. No active product choice
c. Inadequate choice
d. Explicit choice
e. Vague choice

8. A salesperson spends 25 minutes walking amidst the customers, looking for an interested person to engage in an approach. These 25 minutes are considered to be part of the salesperson's:
a. closing time.
b. idle time.
c. nonselling time.
d. productive time.
e. selling time.

9. Which of the following would be a good approach statement for a salesperson to use?
a. Can I help you find something?
b. How may I help you?
c. Are you looking for anything in particular?
d. Hello, welcome to our store.
e. Would you be interested in applying for our credit card? You can save 10 percent, today!

10. _____ is the stage in the retail sales process where an effective salesperson continues to sell even after the sale has been competed.
a. Approach
b. Prospecting
c. Sales presentation
d. Closing the sale
e. Suggestion selling

11. It is important to know the history of retailing because it:
a. teaches you the basics of retailing.
b. gives you past retailing ideas that you can use today.
c. helps you to understand current retailing theory.
d. will help you understand where retailing is headed in the future.
e. helps you learn from competitors.

12. One of the main reasons for the increased retail competition during the "marketing to" era was:
a. improved transport and communication.
b. growth of chain stores.
c. movement of customers from rural areas to larger cities.
d. the emergence of collaboration with vendors.
e. identifying specific consumer needs.

13. The mass merchandising strategy is based upon all of the following EXCEPT:
a. low prices.
b. lowering customer service.
c. increasing customer service.
d. overloading the store with merchandise.
e. increasing inventory.

14. In order to achieve retail success, which of the following should be your primary focus?
a. Pricing.
b. Promotion.
c. Buying.
d. Customers.
e. Distribution.

15. A sporting goods store that has photo mural displays of people engaged in different sports is an example of:
a. value as unique.
b. resource integration.
c. service as basis of human exchange.
d. value co-creation.
e. sensory marketing.

16. In retailing, how the customers interface, experience, and connect to various other actors in the economic system to include retailers is known as:
a. enabling.
b. relieving.
c. co-producing.
d. engagement.
e. assessment.

17. The active involvement of the customer in the retailer's core activities is known as:
a. co-production.
b. co-creation of value.
c. co-participation.
d. co-exchange.
e. co-involvement.

18. _______(is) are statements of how the retailer plans to positively affect customers, employees, suppliers, and other stakeholders.
a. Dialogue
b. Co-productions
c. Target initiatives
d. Value propositions
e. Co-creations

19. Which learning style asks the question: "Are we doing things right?" to achieve our goals?
a. Double-loop learning.
b. Pre-learning.
c. Beginning learning.
d. Single-loop learning.
e. Triple-loop learning.

20. A change in any element of a retailer's physical structure including check out counters, merchandise fixtures or size of the store is known as:
a. possession reconfiguration.
b. time reconfiguration.
c. form reconfiguration.
d. target market reconfiguration.
e. place reconfiguration.

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