NRF customer service chapter 3
Upselling - A sales associate who sells a slightly higher item to a customer who originally wanted a
lower priced item
loss - when assets of a business are stolen or missing due to error
Physical Inventory - a type of inventory control in which every piece of
merchandise in the store is counted
Planogram - a visual map that shows shelf heights, merchandise and signage placement that
maximizes the display space
Pre-priced Inventory - merchandise that arrives at the store with price tags already attached
Purchase Order (PO) - a detailed list of vendor items requested by the store which lists sizes, color
models, etc. as well as the quantity to be ordered
Shoplifting - carrying, hiding, concealing or otherwise manipulating merchandise with the intent
of taking it or paying less for it
Shortage - theft or merchandise or employee errors in receiving merchandise causes this
The first thing you should do if someone spills food/drink is.... - erect a barrier, direct traffic away
Shrinkage - loss of merchandise caused by shoplifting, employee theft or employee error
Fraud - means of stealing by trickery, such as stolen debit/credit cards, counterfeit money,
currency switching, package switching, refund fraud,
refund abuse and stolen or bad checks
Upselling - A sales associate who sells a slightly higher item to a customer who originally wanted a
lower priced item
loss - when assets of a business are stolen or missing due to error
Physical Inventory - a type of inventory control in which every piece of
merchandise in the store is counted
Planogram - a visual map that shows shelf heights, merchandise and signage placement that
maximizes the display space
Pre-priced Inventory - merchandise that arrives at the store with price tags already attached
Purchase Order (PO) - a detailed list of vendor items requested by the store which lists sizes, color
models, etc. as well as the quantity to be ordered
Shoplifting - carrying, hiding, concealing or otherwise manipulating merchandise with the intent
of taking it or paying less for it
Shortage - theft or merchandise or employee errors in receiving merchandise causes this
The first thing you should do if someone spills food/drink is.... - erect a barrier, direct traffic away
Shrinkage - loss of merchandise caused by shoplifting, employee theft or employee error
Fraud - means of stealing by trickery, such as stolen debit/credit cards, counterfeit money,
currency switching, package switching, refund fraud,
refund abuse and stolen or bad checks
