NRF COMPREHENSIVE QUESTIONS AND ANSWERS
SET A+
✔✔open-ended questions - ✔✔questions which invite the person you are speaking to to
provide details about what they want or need
✔✔closed-ended questions - ✔✔questions which restrict the person you are speaking
to to answer with a "yes" or "no."
✔✔Loyalty Program - ✔✔program which offers extra benefits to customers who enroll.
Examples: Kroger Plus Card, MPerks, Target Circle Rewards
✔✔Sales Goals - ✔✔targets that are set for a variety of different levels within the
company
✔✔Key Performance Indicator (KPI) - ✔✔helps determine where the retailer is with
meeting their sales goals
✔✔Upselling - ✔✔upgrading to a premium product or plan
✔✔Cross-Selling - ✔✔convincing the customer to add items to their purchase which
enhance their experience with the product
✔✔sales - ✔✔those responsible for selling merchadise
✔✔customer services - ✔✔help with returns, exchanges, and book keeping
✔✔operations - ✔✔work behind the scenes on inventory, logistics, and maintenance
✔✔human resources - ✔✔responsible for hiring, training, and benefits administration
✔✔loss prevention - ✔✔responsible for safety, security, and property loss (theft)
, ✔✔marketing - ✔✔the action of promoting and selling products and services
✔✔merchandising - ✔✔the process of selecting an assortment of products and
promoting the sales of those products. In a store this involves store layout and product
placement.
✔✔visual merchandising - ✔✔presenting the products you sell in the most attractive
way possible in order to create interest, make customer connections, and generate
sales.
✔✔profit - ✔✔the amount of money that comes in - minus expenses (such as the cost of
supplies)
✔✔Non-electric Ink Tags - ✔✔These are attached to clothing to prevent theft
✔✔display/fixture locks - ✔✔used to prevent theft on high priced items - especially small
ones
✔✔switch fraud - ✔✔when a customer purchases a new item and then returns an old,
damaged similar item using the new item's receipt
✔✔cost - ✔✔the amount paid by a retailer to the manufacturer or supplier of the item
✔✔retail price - ✔✔the amount the customer pays the retailer
✔✔income - ✔✔the amount of money the retailer brings in for the items sold
✔✔COGS - ✔✔Cost of Goods Sold - this is the amount of money brought in by the
items sold - minus the cost of supplies and the cost of operating expenses
✔✔revenue - ✔✔the amount of combined income generated from the sales of goods
and services
✔✔Occupational Safety and Health Administration (OSHA) - ✔✔gives federal and state
level protection against hazards in the workplace
✔✔Struck By Injury - ✔✔this injury happens when an item falls off the shelf and hits the
person below
✔✔Worker's Compensation - ✔✔helps with medical bills when an employee is injured at
work while on the job
SET A+
✔✔open-ended questions - ✔✔questions which invite the person you are speaking to to
provide details about what they want or need
✔✔closed-ended questions - ✔✔questions which restrict the person you are speaking
to to answer with a "yes" or "no."
✔✔Loyalty Program - ✔✔program which offers extra benefits to customers who enroll.
Examples: Kroger Plus Card, MPerks, Target Circle Rewards
✔✔Sales Goals - ✔✔targets that are set for a variety of different levels within the
company
✔✔Key Performance Indicator (KPI) - ✔✔helps determine where the retailer is with
meeting their sales goals
✔✔Upselling - ✔✔upgrading to a premium product or plan
✔✔Cross-Selling - ✔✔convincing the customer to add items to their purchase which
enhance their experience with the product
✔✔sales - ✔✔those responsible for selling merchadise
✔✔customer services - ✔✔help with returns, exchanges, and book keeping
✔✔operations - ✔✔work behind the scenes on inventory, logistics, and maintenance
✔✔human resources - ✔✔responsible for hiring, training, and benefits administration
✔✔loss prevention - ✔✔responsible for safety, security, and property loss (theft)
, ✔✔marketing - ✔✔the action of promoting and selling products and services
✔✔merchandising - ✔✔the process of selecting an assortment of products and
promoting the sales of those products. In a store this involves store layout and product
placement.
✔✔visual merchandising - ✔✔presenting the products you sell in the most attractive
way possible in order to create interest, make customer connections, and generate
sales.
✔✔profit - ✔✔the amount of money that comes in - minus expenses (such as the cost of
supplies)
✔✔Non-electric Ink Tags - ✔✔These are attached to clothing to prevent theft
✔✔display/fixture locks - ✔✔used to prevent theft on high priced items - especially small
ones
✔✔switch fraud - ✔✔when a customer purchases a new item and then returns an old,
damaged similar item using the new item's receipt
✔✔cost - ✔✔the amount paid by a retailer to the manufacturer or supplier of the item
✔✔retail price - ✔✔the amount the customer pays the retailer
✔✔income - ✔✔the amount of money the retailer brings in for the items sold
✔✔COGS - ✔✔Cost of Goods Sold - this is the amount of money brought in by the
items sold - minus the cost of supplies and the cost of operating expenses
✔✔revenue - ✔✔the amount of combined income generated from the sales of goods
and services
✔✔Occupational Safety and Health Administration (OSHA) - ✔✔gives federal and state
level protection against hazards in the workplace
✔✔Struck By Injury - ✔✔this injury happens when an item falls off the shelf and hits the
person below
✔✔Worker's Compensation - ✔✔helps with medical bills when an employee is injured at
work while on the job
