Question 1

Which of the following types of retailers obtain surplus merchandise from manufacturers and offer brand-name, fashion-oriented goods at low prices?

Accepted Answer

A)  specialty stores 
B)  warehouse clubs 
C)  off-price retailers 
D)  department stores 
E)  hypermarkets

Question 2

Barnes & Noble has many retail stores as well as a presence on the web. What are the concerns of Barnes & Noble regarding the relationship between the company's store sales and web sales?

Accepted Answer

The answer of Barnes & Noble has many retail stores...

Question 3

A physician might deal with potential problems associated with the ________ characteristic of services by providing physical cues such as her medical diplomas hanging on the wall of the examining room.

Accepted Answer

A)  intangibility 
B)  perishability 
C)  variability 
D)  inseparability 
E)  personalization

Question 4

Explain the limitations for marketers offering e-commerce shopping.

Accepted Answer

The answer of Explain the limitations for marketers offering e-commerce...

Question 5

Describe the practice of retail borrowing and explain why it is unethical.

Accepted Answer

The answer of Describe the practice of retail borrowing and...

Question 6

When sales are made in a local Walmart, the sales data is sent to Walmart headquarters where the data are used to build a picture of the buying habits of people who shop at individual Walmarts across the nation. The use of ________ makes this possible.

Accepted Answer

A)  POS systems 
B)  social shopping 
C)  e-commerce 
D)  e-menus 
E)  beacons

Question 7

When a cashier at the local grocery store purposefully fails to scan all of the items purchased by her friends and allows her friends to leave the store without paying for all of their items, the cashier is engaged in sweethearting.

Accepted Answer

A) True 
 B)False

Question 8

Services are currently the fastest growing sector of the American economy.

Accepted Answer

A) True 
 B)False

Question 9

GameStop sells video games and systems, offering a narrow product line with a deep assortment within that line. GameStop is a(n) ________http://www.xbox.com/en-us/games/forza-6.

Accepted Answer

A)  department store 
B)  convenience store 
C)  specialty store 
D)  general merchandise discount store 
E)  off-price retailer

Question 10

Which of the following is most closely associated with upscaling in retailing?

Accepted Answer

A)  fewer members in the channel of distribution 
B)  more members in the channel of distribution 
C)  greater operating costs 
D)  lower operating costs 
E)  lower levels of customer service

Question 11

The Paper Moon sells gift wrapping paper, stationery, and greeting cards. It does not sell any other products. The number of different kinds of wrapping paper, stationery, and cards make up its ________.

Accepted Answer

A)  point-of-sale range 
B)  merchandise diversity 
C)  atmospherics 
D)  merchandise assortment 
E)  retail format

Question 12

A telephone call from a salesperson requesting you to purchase a subscription to an educational magazine designed to help children improve their math skills is an example of which of the following?

Accepted Answer

A)  direct selling 
B)  one-way communication 
C)  direct wholesaling 
D)  two-way vending 
E)  e-commerce

Question 13

Which of the following prohibits door-to-door selling unless prior permission has been granted by the household?

Accepted Answer

A)  the National Do Not Call Registry 
B)  a Green River Ordinance 
C)  permission-based e-marketing 
D)  network marketing 
E)  a party plan system

Question 14

Several years ago, the Paradise Surf Shop was the only surf-gear store catering to women. It carried everything the serious female surfer needed to ride the waves. In terms of its merchandise assortment, it had a ________ assortment.

Accepted Answer

A)  shallow and deep 
B)  narrow and deep 
C)  shallow and broad 
D)  broad and deep 
E)  shallow and narrow

Question 15

________ e-commerce is the online exchange between companies and individual consumers.

Accepted Answer

A)  B2B 
B)  B2C 
C)  P2P 
D)  C2C 
E)  C2B

Question 16

Which of the following is an illegal sales technique?

Accepted Answer

A)  retailtainment 
B)  a party plan system 
C)  a multilevel network 
D)  a pyramid scheme 
E)  off-price retailing

Question 17

By allowing employees to spend up to $2,500 to compensate guests for certain inconveniences, Marriott is empowering its employees to quickly recover from critical incidents.

Accepted Answer

A) True 
 B)False

Question 18

Customers of a ________ buy most of the store's products in larger-than-normal packages and quantities.

Accepted Answer

A)  warehouse club 
B)  department store 
C)  factory outlet store 
D)  leased department store 
E)  hypermarket

Question 19

Department stores carry a narrow range of products with deep assortments within those lines.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is LEAST likely to happen at a full-service retailer?

Accepted Answer

A)  Customers have access to alteration services. 
B)  Gift wrapping services are offered. 
C)  Customers seek and receive helpful guidance from trained sales associates. 
D)  Customers handle their own checkout process. 
E)  Product consultants are available to answer specialized questions.

Exam 12: Deliver the Customer Experience: Goods and Services Via Bricks and Clicks

Which of the following types of retailers obtain surplus merchandise from manufacturers and offer brand-name, fashion-oriented goods at low prices?

Barnes & Noble has many retail stores as well as a presence on the web. What are the concerns of Barnes & Noble regarding the relationship between the company's store sales and web sales?

A physician might deal with potential problems associated with the ________ characteristic of services by providing physical cues such as her medical diplomas hanging on the wall of the examining room.

Explain the limitations for marketers offering e-commerce shopping.

Describe the practice of retail borrowing and explain why it is unethical.

When sales are made in a local Walmart, the sales data is sent to Walmart headquarters where the data are used to build a picture of the buying habits of people who shop at individual Walmarts across the nation. The use of ________ makes this possible.

When a cashier at the local grocery store purposefully fails to scan all of the items purchased by her friends and allows her friends to leave the store without paying for all of their items, the cashier is engaged in sweethearting.

Services are currently the fastest growing sector of the American economy.

GameStop sells video games and systems, offering a narrow product line with a deep assortment within that line. GameStop is a(n) ________http://www.xbox.com/en-us/games/forza-6.

Which of the following is most closely associated with upscaling in retailing?

The Paper Moon sells gift wrapping paper, stationery, and greeting cards. It does not sell any other products. The number of different kinds of wrapping paper, stationery, and cards make up its ________.

A telephone call from a salesperson requesting you to purchase a subscription to an educational magazine designed to help children improve their math skills is an example of which of the following?

Which of the following prohibits door-to-door selling unless prior permission has been granted by the household?

Several years ago, the Paradise Surf Shop was the only surf-gear store catering to women. It carried everything the serious female surfer needed to ride the waves. In terms of its merchandise assortment, it had a ________ assortment.

________ e-commerce is the online exchange between companies and individual consumers.

Which of the following is an illegal sales technique?

By allowing employees to spend up to $2,500 to compensate guests for certain inconveniences, Marriott is empowering its employees to quickly recover from critical incidents.

Customers of a ________ buy most of the store's products in larger-than-normal packages and quantities.

Department stores carry a narrow range of products with deep assortments within those lines.

Which of the following is LEAST likely to happen at a full-service retailer?