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NRF CERTIFICATION TESTbrick-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 she is looking to purchase
convenience stores - answer- these stores aim at providing their customers a
convenient shopping experience. the general merchandise stores are easily accessible,
small in size, with quick shopping and easy checkout
corporate chain - answer- a company that operates multiple stores under common
ownership, and usually has centralized decision-making
demographics - answer- quantifiable information about a customer such as household
size, income, education, occupation, and place of residence
department stores - answer- these stores offer good service and a broad variety and
assortment of products of mid-to-high quality
direct selling - answer- salespeople contact customers directly in a convenient location,
often at a customer's home; demonstrate product benefits; take orders; and deliver the
products or perform the services
discount selling - answer- these retailers offer a broad variety of merchandise, limited
service, and low prices
distribution channel - answer- the chain of businesses through which a good or service
passes until it reaches the end customer
supermarkets - answer- These stores sell a wide variety of goods including food,
alcohol, and medicine.
target market - answer- a defined customer who has the need, desire, and ability to buy
a retailer's products.
wholesale clubs - answer- wholesalers who sell products in bulk directly to consumers.
these clubs typically require a membership
wholesaler - answer- buys large quantities of products directly from the manufacturer,
breaks them into smaller units, and sells the smaller units to retailers
, active listening - answer- a structured form of listening and responding that focuses the
attention on the speaker. the listener must take care to attend to the speaker fully, and
then repeat, in the listener's own words, what he or she thinks the speaker has said
benefits - answer- advantages or rewards of features
closed-ended questions - answer- Questions that tend to evoke one-word answers: yes
or no. The aim of using closed-ended questions is to limit talking or to control the
direction of conversation, such as when you want to narrow the scope of the
conversation, elicit specific information, or close the sale. Closed-ended questions
usually begin with words Like do, will, can, and are
customer service - answer- The act of taking care of the customer's needs by providing
and delivering professional, helpful, high quality service and assistance before, during,
and after the customers requirements are met.
features - answer- those things that are physical in nature, including color, size, etc.,
and appeal to our senses of touch, taste, smell, hearing, feeling, and sight
open-ended questions - answer- questions that begin with the words who, what, where,
when, how, and why. they cannot be answered with a simple yes or no. the aim of using
open-ended questions is to get someone talking
personal needs - answer- those needs that motivated customers to come to you in the
first place--to solve a problem or to get a product or service
practical needs - answer- Those needs that motivated customers to come to you in the
first place- to solve a problem or to get a product or service.
value - answer- more than just price, value is a measure of the total benefit.
ex.spending a little more money to purchase a product at a retailer that provides
warranties or superior customer service
actual sales - answer- Total gross sales generated during a specific reporting period for
a department or store
average sale - answer- the average sale metric is an indication of how much each
customer buys
goal - answer- an aim for the future; one of the greatest motivators for people is to have
meaningful goals to work toward. this includes both business and personal goals. goals
give us focus, motivation, clarity, and direction. they help us to learn and grow and
perhaps even accomplish things we never thought possible
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