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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 ...

Active Listening A structured form of listening and responding that focuses attention on the speaker. The listener must pay attention to the speaker Repeat in own words what he/she thinks the speaker said Benefits Advantages or rewards of product features Closed Ended Question Questions that evoke one-word answers May I help you? NO Closed ended questions begin with: Do? Will? Can? Customer Service The acting of taking care of the customer's needs by providing an...

Body language cues conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery an action the retailer provides to address a service failure. The Four-step Service Recovery Process 1. Keep your composure, 2. Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Propose solution options ...

Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above All of the above If the customer isn't shopping alone, you can include the rest of the party by: • Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on • Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate • Telling any children to behave themse...

A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants Get to know what the customer wants Which of the following are appropriate reasons for following up with a customer? • You are curious whether a gift your customer purchased was well received • You finally located an item the customer asked for a while back • You wa...

Brick-and-mortar The presence of a physical storefront and face-to-face customer experiences. Closeout stores Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturers' price. Ex: Marshalls, Ross Commercial cue Advertising message that impacts purchase decisions Comparison shopper The customer who spends time searching for the best price or deal on the item she is looking to purchase. Convenience stores T...

Benefits Advantages or rewards of product features Closed Ended Question Questions that evoke one-word answers May I help you? NO Closed ended questions begin with: Do? Will? Can? Customer Service The acting of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the customer's requirements are met. Features Those things that are physical in nature Color, size Appeal t...

A good reason for creating an opening for discussion is to: Get to know what the customer wants Which is an appropriate reasons for following up with a customer? You finally located an item the customer asked for a while back T/F: Customer follow-up is always a good idea, no matter what the situation. False How would you handle a situation where a customer wants a brand that you don't carry? Get permission from him to show the items you do have that meet his needs ...

A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants Get to know what the customer wants Which of the following are appropriate reasons for following up with a customer? • You are curious whether a gift your customer purchased was well received • You finally located an item the customer asked for a while back • You wa...

1. Inspection data requires for making effective manufacturing decisions: Accurate data. 2. A feature of all mistake-proofing systems is: Automated inspection. 3. A manufacturer has several options to handle nonconforming materials. The option to use a nonconforming material is acceptable: Only if it does not affect performance or cause a safety hazard. 4. A process SOP should include clearly stated procedures for dealing with nonconforming materials. If nonconformity is ...

MSSC CLT EXAM TERMS|WITH COMPLETE SOLUTIONS|ALREADY GRADED A|DOWNLOAD TO PASS

The Japanese term, kaizen, means: Continuous planning Quality improvement Quality planning Continuous improvement Continuous Improvement Who is the driving force throughout the life cycle of a product? Suppliers Customers Manufacturers Transporters Customers Which of the following is the federal agency devoted to workplace safety? USDOT OSHA EPA FAA OSHA Which of the following regulates indistrial waste disposal? ISO 4000 Clean Water Act National Envi...

Companies use color coded signs and markings to communicate safety information in the workplace. Which of the following colors typically means warning? Orange Which of the following is an assessment of potential to a worker's safety? Hazard analysis Which of the following allows for a computer to communicate directly with a supplier's computer 24 hours a day, seven days a week? The Internet and Electronic Data Interchange (EDI) Which of the following governmental agenci...

Container Security Initiatives (CSI) An international shipping programs formed to protect cargo containers from terrorism Reverse Logistics Concerned with the return of goods from the customer Green logistics An example is returning a product using the packaging it came in Asset recovery Selling items to a secondary market, Reselling unsold items at a lower cost and Repairing items for resale Regulatory processes Help companies make their products more sustaina...

Supply Chain A network of connected facilities, transportation lanes and information systems Supply Chain Logistics The link betweek facilities within the supply chain and the flow and reverse flow and storage of goods, services and related information Global Supply Chain Logistics The process of moving materials and information across international boundaries within a global network of connected facilities Supply Chain Logistics Life Cycle A product moving through the s...

Audit An objective comparison of actions to policies and plans. Automated Guided Vehicle (AGV) System A transportation network that automatically routes one or more material handling devices, such as carts or pallet trucks, and positions them at predetermined destinations without operator intervention. Bar code A series of alternating bars and spaces printed or stamped on parts, containers, labels, or other media, representing encoded information that can be read by electronic r...

Which of the following inspections involves checking for air, water or ground pollution? Environmental Inspection OSHA standards set the maximum requirement; supply chain logistics facilities may NOT use additional guidelines from other government agencies or industry organizations False OSHA sets only the minimum requirements. Which of the following best describes the financial aids employers are required to provide to workers who are injured on the job? Worker's Compensation ...

How should a vessels registration number and validation decal be displayed? On both sides of the bow of the boat What is most important when selecting the right PFD for a passenger? A passengers body weight and chest size What important safety information is found on a boats capacity plate? The maximum body weight and number of people a boat can hold safely What is the best way to find out about hazards on a locate waterway? Consult a nautical chart According to A...

Port Left side of the vessel Starboard Right side of the vessel Class (Vessel) A Less than 16 feet Class (Vessel) 1 16 feet less than 26 feet When can a PWC be operated? Only between one-half hour before sunrise and one half hour after sunset What does a capacity plate do? Indicates the maximum weight capacity and/or the maximum number of people that the boat can carry safely in good weather What should you do when on extended outings on the water?...

A capacity plate shows the: Maximum horsepower and weight allowed the minimum height of the state registration numbers that are displayed on a boat 3" If a boat transfers ownership, is destroyed, lost, stolen or recovered, the owner must notify the agency which issued the certificate within this many days: 15 On a federally documented boat, it must have this number permanently affixed in block type, Arabic numerals not lees than 3" in height, on a clearly visible intern...