MMP 107:

Retail Management

Module Test IV

I. Multiple Choice.

_____ 1. Products are one of the main reasons why customers visit and buy from a retail store. Make sure top-selling products aredisplayed near the entrance of the store, refill the sales floor daily with back stock, and make sure your employees know their products.

a. Hire good people

b. Manage inventory

c. Provide excellent customer service

d. Train your staff

_____ 2. A friendly smile, eye-to-eye contact and sincerity are rewarded in the retail world. Customers will return to a happy place with products they like.

a. Have fun

b. Hire good people

c. Provide excellent customer service

d. Train your staff

_____ 3. This is the best time to show a new employee what is expected of them,

and is a main responsibility in managing a retail store.

a. Give monthly evaluations to staff

b. Keep the store clean and uncluttered

c. Provide excellent customer service

d. Train your staff

_____ 4. This is said to be the most costly method of recruitment, but can bring in biggest number of qualified applicants.

a. Job Placement in Colleges

b. Newspaper Advertisement

c. Personal Recommendation

d. Recruiting Firms

_____ 5. Friends of past and present employees may recommend people known to them for the job. This is the usual practice, for jobs that require trust and confidence.

a. Job Placement in Colleges

b. Newspaper Advertisement

c. Personal Recommendation

d.Recruiting Firms

_____ 6. The company may have the practice of entertaining walk-in applicants the whole year round, with or without job vacancies. All the application forms gathered are put on file and when there is a requisition for new employee received, they go over their files first for qualified applicants before using other means of recruitment.

1. Customers
2. Newspaper Advertisement
3. Personal Recommendation
4. Unsolicited Applications

_____ 7. New employees acquire the basic skills and knowledge they will need to do their job. For example, sales associates learn what the company policies are, how to use the point-of-sale terminal, and how to perform basic selling skills.

1. Blended Approach
2. Home Study
3. On-the-job training
4. Structured Training Program

_____ 8. It is also called job instruction training. This is conducted by a supervisor or by a senior employee who is responsible for guiding and instructing the employee. It has the advantage of providing firsthand experience under normal working situations.

1. Blended Approach
2. Home Study
3. On-the-job training
4. Structured Training Program

_____ 9. This is important in motivating employees. Typically, it goes up when things are going well and employees are highly motivated.

1. Maintaining Morale
2. Motivating Employees
3. Rewarding
4. Setting Goals or Quotas

_____ 10. It is a way of expressing gratitude to someone for his or her actions. Showing this to your employees by acknowledging excellent performance and the kind of behavior you want to encourage is best done through simple expressions and statements.

1. Appreciation
2. Benefits
3. Compensation
4. d. Recognition

_____ 11. It refers to the abilities, experience and attitudes needed to perform a job.

1. Expertise
2. Focus
3. Motivation
4. Result

_____ 12. These are needed in order to support people and to help them perform.

1. Expertise
2. Opportunities
3. Resources
4. Results

_____ 13. It is the design and layout of floor space and the placement of fixtures within a department or retail store.

1. Merchandise Management
2. Retail Communication Mix
3. Store Layout
4. Visual Merchandising

_____ 14. It is the presentation of a store and its merchandise in such a manner that will attract the attention of potential customers.

1. Retail Communication Mix
2. Retail Pricing Policy
3. Store Layout
4. Visual Merchandising

_____ 15. It is also known as a loop; it is a store layout that provides a major aisle that loops around the store to guide customer traffic around different departments within the store.

1. Diagonal Layout
2. Free-Form Layout
3. Grid Layout
4. Racetrack Layout

_____ 16. The aisles of the store are arranged parallel to one another and lead to the checkout lanes located at the front of the store where customers enter and exit. Most people have seen this type of layout used in grocery or drug stores.

1. Diagonal Layout
2. Free-Form Layout
3. Grid Layout
4. Racetrack Layout

_____ 17. This is also known as boutique layout, arranges fixtures and aisles in an asymmetric pattern. It provides an intimate, relaxing environment that facilitates shopping and browsing.

1. Diagonal Layout
2. Free-Form Layout
3. Grid Layout
4. Racetrack Layout

_____ 18. It is also known as a bulk fixture or capacity fixture. It is designed to hold a maximum amount of merchandise.

1. Four-way fixture
2. Gondolas
3. Rounder
4. Straight Rack

_____ 19. It is also known as a feature fixture; it has two crossbars that sit perpendicular on a pedestal. This fixture holds a large amount of merchandise and allows the customer to view the entire garment.

1. Four-way fixture
2. Gondolas
3. Rounder
4. Straight Rack

_____ 20. Theseare extremely versatile.They are usedextensively, but not exclusively, in grocery and discount stores to display everything from canned foods to baseball gloves. They are also found displaying towels, sheets, and house wares in department stores.

1. Four-way fixture
2. Gondolas
3. Rounders
4. Straight Rack

II. Matching Type.

a. Assurance

b. Color

c. Customer Service

d. Delivery Gap

e. Distributive Fairness

f. Lighting

g. Music

h. Reliability

i. Scent

j. Standards Gap

k. Standardized Service

l. Tangibility

_____ 1. It is the set of activities and programs undertaken by retailers to make the shopping experience more rewarding for their customers. These activities increase the value customers receive from the merchandise and services they purchase.

_____ 2. It is based on establishing a set of rules and procedures for providing high-quality service and ensuring that they get implemented consistently by service providers.

_____ 3. It is the ability to perform the service dependably and accurately such as performing the service as promised or contracted or meeting promised delivery dates.

_____ 4. This pertains to thedifference between theretailer's knowledge of customers' perceptions and expectations and the service standards it sets.

_____ 5. This is the difference between the retailer's service standards and the actual service it provides to customers. This gap can be reduced by getting employees to meet or exceed service standards through training and/or appropriate incentives.

_____ 6. This is a customers' perception of the benefits received compared with his or her costs in terms of inconvenience or monetary loss.

_____ 7. This is essential in calling attention to merchandise in a display. A shopper's eye is drawn automatically to the brightest item or area.

_____ 8. It contributes significantly to people's impression of a display as well as stores overall appearance. It can catch eye and make people pause and look.

_____ 9. Retailers use this to influence customers' behavior. It can control the pace of store traffic, create an image, and attract or direct consumers' attention.

_____ 10. This has a large impact on customers' moods and emotions. It has a positive impact on the customers' level of excitement and satisfaction with the shopping experience.