NRF CUSTOMER SERVICE CHAPTER 3|WITH COMPLETE SOLUTIONS|ALREADY GRADED A|DOWNLOAD TO PASS

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 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 Shrinkage loss of merchandise caused by shoplifting, employee theft or employee error Reliability how good a product is Reserved To hold back on feelings and opinions Restitution The giving of something in return to solve a previous problem Target Market The most likely customers to buy a product or service Unintentionally To not mean something;not done on purpose Upselling A sales associate who sells a slightly higher item to a customer who originally wanted a lower priced item Verbal Cues Information that is spoken Visual Merchandising the presentation of a store and its merchandise in ways that will attract the attention of potential customers Why is a paper trail important for products received and sold? 1. know merchandise on hand 2. to see how well item is selling 3. know when to reorder merchandise packing slip lists the quantity and description of each item included in the shipment Shoplifting has to include the following: 1. picking item up 2. concealing item 3. leaving store with item without paying If a robbery occurs, you should..... give the person what they want The best way to handle a workplace accident is to be.... prepared suggestive selling arrange complementary items together example: display of flavored toppings, chopped nuts, cherries, ice cream scoop by ice-cream lifestyle merchandising shows how the customer will be using the product in their home example: table with plates, forks, drink-ware, napkins Top 3 Reasons for shrinkage #1 customer theft #2 employee theft #errors in pricing (marking or ringing up incorrectly) Most common injury for retail workers back injuries Proper lifting technique plan your lift, lift close to your body ,shoulder width, bend your knees and keep your back straight Loitering could be sign of shoplifting lighting can set mood and show customer what the item might look like in their home