NRF CERTIFICATION QUESTIONS AND ANSWERS SET
A+
✔✔outlet stores - ✔✔off prices stores that are owned by the manufacturer or retailer
✔✔physical cue - ✔✔a physical need such as hunger or thirst that drives behavior
✔✔recreational shopper - ✔✔this customer shops for fun, and therefore shopping does
not necessarily mean always making a purchase
✔✔retailer - ✔✔receives, stores, displays, and presents the products to customers
✔✔retailing - ✔✔no matter what format it takes, retailing is the method by which
customers acquire products and services
✔✔social cue - ✔✔decision making based on the suggestion or preference of a friend,
colleague, or family member
✔✔specialty stores - ✔✔this segment focuses on deep but narrow assortments with a
high level of customer service
✔✔stimulus - ✔✔a thing or event that causes a
✔✔supercenters - ✔✔These stores typically combine a supermarket and a department
store, resulting in a gigantic retail facility that carries an enormous range of products,
from apparel to groceries to automotive supplies, all under one roof.
✔✔supermarkets - ✔✔These stores sell a wide variety of goods including food, alcohol,
and medicine.
✔✔target market - ✔✔a defined customer who has the need, desire, and ability to buy a
retailer's products.
, ✔✔wholesale clubs - ✔✔wholesalers who sell products in bulk directly to consumers.
these clubs typically require a membership
✔✔wholesaler - ✔✔buys large quantities of products directly from the manufacturer,
breaks them into smaller units, and sells the smaller units to retailers
✔✔active listening - ✔✔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 - ✔✔advantages or rewards of features
✔✔closed-ended questions - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔Total gross sales generated during a specific reporting period for a
department or store
A+
✔✔outlet stores - ✔✔off prices stores that are owned by the manufacturer or retailer
✔✔physical cue - ✔✔a physical need such as hunger or thirst that drives behavior
✔✔recreational shopper - ✔✔this customer shops for fun, and therefore shopping does
not necessarily mean always making a purchase
✔✔retailer - ✔✔receives, stores, displays, and presents the products to customers
✔✔retailing - ✔✔no matter what format it takes, retailing is the method by which
customers acquire products and services
✔✔social cue - ✔✔decision making based on the suggestion or preference of a friend,
colleague, or family member
✔✔specialty stores - ✔✔this segment focuses on deep but narrow assortments with a
high level of customer service
✔✔stimulus - ✔✔a thing or event that causes a
✔✔supercenters - ✔✔These stores typically combine a supermarket and a department
store, resulting in a gigantic retail facility that carries an enormous range of products,
from apparel to groceries to automotive supplies, all under one roof.
✔✔supermarkets - ✔✔These stores sell a wide variety of goods including food, alcohol,
and medicine.
✔✔target market - ✔✔a defined customer who has the need, desire, and ability to buy a
retailer's products.
, ✔✔wholesale clubs - ✔✔wholesalers who sell products in bulk directly to consumers.
these clubs typically require a membership
✔✔wholesaler - ✔✔buys large quantities of products directly from the manufacturer,
breaks them into smaller units, and sells the smaller units to retailers
✔✔active listening - ✔✔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 - ✔✔advantages or rewards of features
✔✔closed-ended questions - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔Total gross sales generated during a specific reporting period for a
department or store
