Questions and Answers
When a retail salesperson's job is designed so that the employee has a voice in determining the work procedures, what is the job said to have?
autonomy
What type of aids are offered by Dorothy Lane Market during their weekly cooking classes?
informational aids
What kind of choice criteria requires a salesperson to illustrate how a certain product fits a customer's already-defined criteria?
explicit choice
What term characterizes customers with intense and impatient personalities?
Signup and view all the answers
How is a salesperson's conversion rate defined?
Signup and view all the answers
If a salesperson's total sales over an eight-hour time period were $1,000, what is the sales per hour for that salesperson?
Signup and view all the answers
What would be the conversion rate for a store if 600 shoppers entered and 120 made purchases?
Signup and view all the answers
Which of the following is an example of a post-transaction service offered by retailers?
Signup and view all the answers
_____ are services provided to customers after they have purchased merchandise or services.
Signup and view all the answers
During which stage of the selling process does the retail employee have the opportunity to 'set the mood' for a sale?
Signup and view all the answers
What characterizes customers who are quick to make decisions, whether to purchase or leave?
Signup and view all the answers
When service meets or exceeds customers' expectations, it is said to be _____ service.
Signup and view all the answers
Explain the steps in the retail sales process.
Signup and view all the answers
What is the process called of locating or identifying potential customers that have the ability and willingness to purchase your product?
Signup and view all the answers
Study Notes
Retail Sales Concepts
- Autonomy: Refers to a high level of discretion given to retail salespeople in determining their work procedures.
- Informational Aids: Retailers, like Dorothy Lane Market, provide cooking classes as demonstrations to educate customers about products.
- Explicit Choice: Salespeople should present products that align with a customer's clearly defined criteria to enhance the likelihood of a sale.
Customer Personalities
- Interrupters: Customers with intense and impatient personalities who may disrupt the sales process.
- Impulsive Buyers: Customers who make quick purchasing decisions, either to buy or leave without making a purchase.
Sales Metrics
- Conversion Rate: Calculated as the number of customers who make a purchase divided by the total number who enter the store; for the Card Shop, this was 20%.
- Sales Per Hour: If a salesperson achieves total sales of $1,000 over eight hours, the sales per hour would be $125.
Post-Transaction Services
- Posttransaction Services: Include services provided to customers after a purchase is made, such as delivery.
Selling Process Stages
- Approach Stage: This stage allows the retail employee to "set the mood" for a sale, greatly influencing customer experience.
- High-Quality Service: Achieved when customer service meets or exceeds expectations, leading to customer satisfaction.
Steps in the Retail Sales Process
- Prospecting: The process of locating potential customers who are capable and willing to purchase products.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Description
Test your knowledge on key concepts from Chapter 12 of Retail. This quiz covers important terms such as autonomy in job design and the provision of informational aids by retailers. Perfect for anyone looking to understand retail practices better.
