NRF Certificate Test Questions with Correct Answers.docx

NRF Certificate Test Questions with Correct A which of the filling is a term for physical goods that are bought and sold? a. sales b. products c. pricing d. services - Answer-b. products which of the following is a standard term that describes the audience of retail stores - that is, the people who will buy things from the stores? a. manufacturers b. wholesalers c. buyers d. customers - Answer-d. customers which of the following is a term for intangible things, such as providing delivery, that are sold by retailers? ing c. services d. products - Answer-c. services what kinds of things does a manufacturer produce? a. raw material b. fossil fuels c. services d. finished products - Answer-d. finished products which of the following holds large quantities of product that are later sent either to retail locations or directly to customers> a. manufacturer b. wholesaler c. distribution center' d. retailer - Answer-c. distribution center which of the following terms best describes a grower of potatoes? manufacturer wholesaler distribution center retailer - Answer-manufacturer the majority of retailers are: -independently owned -corporations -franchises -online onlu - Answer-independently owned which of the following is the term for the retailing approach that places focus on creating a seamless shopping experience for customers by integrating multiple channels? -multichannel -omni channel -integrated channel -seamless channel - Answer-omni channel an interconnected system approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want - Answer-retail ecosystem approximately what percentage of the U.S. jobs are retail jobs, as of 2019? - Answer- 20-25% these customers can take a long time to make a purchase decision, and might return to a retailer several times before making a purchase. -innovation/trend buyers -impulse buyers -recreational buyers -comparison shoppers - Answer-comparison shoppers these customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance. -innovation/trend buyers -impulse buyers -recreational buyers -comparison shoppers - Answer-impulse buyers these customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores and comparing retailer ads. -innovation/trend buyers -impulse buyers -recreational buyers -comparison shoppers - Answer-comparison shoppers these customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase. - innovation/trend buyers -impulse buyers -recreational buyers -comparison shoppers - Answer-recreational buyers these customers have an early adopter mindset, and want to be recognized as trendsetters by others. -innovation/trend buyers -impulse buyers -recreational buyers -comparison shoppers - Answer-innovation / trend buyers these shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailers. -loyal customers -followers -recreational shoppers -comparison shoppers - Answer-loyal customers these shoppers are rarely the first to try new products -loyal customers -followers -recreational shoppers -comparison shoppers - Answer-followers which of the following is the term for behavior influences that come from a customer's family and friends? -external commercial cues -external social cues -internal physical cues -retailer cues - Answer-external commercial cues which of the following is the term for behavior influences that come from retailer's marketing? -external commercial cues -external social cues -internal physical cues -retailer cues - Answer-external social cues which of the following is the term for behavior influences that come from a customer's own needs? -external commercial cues -external social cues -internal physical cues -retailer cues - Answer-internal physical cues which of the following is the term for the overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and services? -brand promise -positive feeling -company culture -company brand - Answer-company brand which of the following is a term for the unique way that company employees act with each other and with customers? -brand promise -positive feeling -company culture -company brand - Answer-company culture as of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service? - Answer-$60-70 billion after one negative experience, approximately what percentage of people say they will never do business with that company again? - Answer-50% what's the term for service that is designed to be tailored to a specific customer's needs and interests? - Answer-personalized service whats the term for the delivery of a positive, memorable experience that is more than the customer expected? - Answer-quality service products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's store - Answer- private label products a marketing program that provides incentives to repeat customers who are loyal company brand shoppers - Answer-loyalty program approximately what percent of Americans use a credit or debit card for at least some of their purchases? - Answer-80-90% what should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone? - Answer-call a supervisor immediately when is an OK time to temporarily leave one customer in order to go help a second customer? - Answer-when the first customer is looking for alternative products whats the specific term for the action a retailer makes to address a service failure - Answer-service recovery the collective group of customers served by a particular retailer are referred to as that retailer's: - Answer-clientele which of the following is NOT an area of foundational knowledge that retailers look for in employees -reading -writing -sales skills -math - Answer-sales skills which of the following describes a communicator who is straight to the point -analytical -intuitive -functional -personal - Answer-analytical which of the following describes a communicator who wants process, detail, timelines and well-thought-out plans? -analytical -intuitive -functional -personal - Answer-functional which of the following describes a communicator wants to hear about big-picture ideas? -analytical -intuitive -functional -personal - Answer-intuitive which of the following describes a communicator who values relationships and connecting with people - Answer-personal part of the effective time management is prioritizing tasks. which of the following is NOT a code that you would use when setting priorities? -do -delegate -designate -delay - Answer-designate what is the SMART goal system - Answer-1. specific rable vable ts-oriented -based which agency is responsible for implementing laws and regulations to protect employees - Answer-EEOC STAR - Answer-Situation Task Action Result