Nrf stuvia - Study guides, Class notes & Summaries

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Brick-and-mortar - ANSWER-The presence of a physical storefront and face-to-face customer experiences. Closeout stores - ANSWER-Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturer's price. Commercial cue - ANSWER-Advertising message that impacts purchase decisions Comparison Shopper - ANSWER-The customer who spends time searching for the best price or deal on the item they are looking to purchase. Convenience stores - AN...

Body language cues - ANSWER-conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language - ANSWER-face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery - ANSWER-an action the retailer provides to address a service failure. The Four-step Service Recovery Process - ANSWER-1. Keep your composure, 2. Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Propose solu...

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A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants - Answer Get to know what the customer wants Which of the following are appropriate reasons for following up with a customer? • You are curious whether a gift your customer purchased was well received • You finally located an item the customer asked for a while back • Y...

Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above - ANSWERAll of the above If the customer isn't shopping alone, you can include the rest of the party by: • Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on • Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate • Telling any children to behave th...

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