Retail Management Test Preparation
Course Introduction
Retail Management focuses on the principles and practices involved in operating retail businesses, from small boutiques to large multinational chains. The course explores topics such as retail strategy, store layout and design, merchandise planning, inventory control, pricing, and customer service. Students will also analyze the impacts of technological trends, consumer behavior, and global retailing on the modern marketplace. Through case studies and practical projects, participants develop the skills needed to make effective decisions in a dynamic retail environment and gain insights into managing supply chains, fostering brand loyalty, and responding to competitive challenges.
Recommended Textbook
Selling Building Partnerships 8th Edition by Stephen Castleberry
Available Study Resources on Quizplus
17 Chapters
1936 Verified Questions
1936 Flashcards
Source URL: https://quizplus.com/study-set/2467
Page 2
Chapter 1: Selling and Sales-People
Available Study Resources on Quizplus for this Chatper
89 Verified Questions
89 Flashcards
Source URL: https://quizplus.com/quiz/49004
Sample Questions
Q1) On average, salespeople spend less than 35 percent of their time in face-to-face meeting with customers and prospects. What are they doing with the rest of their time?
Answer: Servicing accounts, travel, administrative tasks, other selling contacts.
Q2) Which of the following is NOT one of the aspects of emotional intelligence?
A)knowing one's own feelings and emotions as they are experienced
B)controlling one's emotions to avoid acting impulsively
C)controlling customer's emotions to avoid conflict
D)recognizing customer's emotions
E)using one's emotions to interact effectively with customers
Answer: C
Q3) Because Pam sells oil-drilling equipment for Oil Field Technologies, and Harold is a salesperson at Dillard's department store, Harold will most likely earn more per year than Pam.
A)True
B)False
Answer: False
Q4) As a sales job category, what tasks do missionary salespeople perform?
Answer: Missionary salespeople promote; they do not sell.
To view all questions and flashcards with answers, click on the resource link above.
Page 3
Chapter 2: Ethical and Legal Issues in Selling
Available Study Resources on Quizplus for this Chatper
133 Verified Questions
133 Flashcards
Source URL: https://quizplus.com/quiz/48995
Sample Questions
Q1) What kind of warranty would specify that an order of small appliances will arrive at a retailer's with directions for operation?
Answer: implied warranty
Q2) What is happening when a retailer is forced by its supplier to stock several unknown country and western recordings if it wants to have an adequate stock of the new Carrie Underwood CD?
Answer: a tying agreement
Q3) How does the Uniform Commercial Code (UCC) define a sales presentation?
Answer: as an invitation to negotiation
Q4) Three companies have been selected as potential suppliers for temporary office help for an organization's headquarters office. After the negotiations began, representatives of two of the firms met and developed a scheme, which will eliminate the third from the competition. This is an example of:
A)business defamation.
B)a contrivance.
C)price discrimination.
D)collusion.
E)a conspiracy.
Answer: D
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: Buying Behavior and the Buying Process
Available Study Resources on Quizplus for this Chatper
117 Verified Questions
117 Flashcards
Source URL: https://quizplus.com/quiz/48994
Sample Questions
Q1) At which step in the organizational buying process can a salesperson help the customer and help increase their chances of making a sale?
Answer: At any stage a salesperson can help themselves and their customer.
Q2) What is the term used to describe a manufacturer of riding lawn mowers that purchases tires, blades, seat cushions, and engines it needs to build the mowers from other companies?
Answer: original equipment manufacturer.
Q3) Keeler is the purchasing agent for a hospital that is looking to change its supplier of replacement joints. He wants to give the contract to Kyocera because it manufactures the cheapest and most durable joint replacements on the market. This is an example of a buying center member expressing a(n) _____ need.
A)emotional
B)formal
C)external
D)verbal
E)rational
Answer: E
Q4) When selling to resellers, what do benefits salespeople often emphasize?
Answer: The attractiveness of the products to their customers.
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Using Communication Principles to Build Relationships
Available Study Resources on Quizplus for this Chatper
90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/48993
Sample Questions
Q1) In the vignette "Open Lines of Communication, Please" the author asks salespeople to tell him about:
A)the latest technological advances competitors are developing.
B)internal company politics that might affect corporate/government relations.
C)situational effectiveness of communications vehicles.
D)bad news, good news, and changes.
E)none of the above
Q2) In terms of the communication process, what is the salesperson doing as he selects the components of his sales presentation including the demonstration and the testimonial?
Q3) Respond to the following statement: "Effective listening is a passive activity."
Q4) Customers may become annoyed if the salesperson overuses the active listening suggestion of repeating information.
A)True
B)False
Q5) When making a sales presentation for her firm's production control software, Garrett often compares the difficulty of doing his income taxes without a software program to the difficulty of keeping track of inventory without an effective software system. What is Garrett using in his sales presentation?
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Adaptive Selling for Relationship Building
Available Study Resources on Quizplus for this Chatper
106 Verified Questions
106 Flashcards
Source URL: https://quizplus.com/quiz/48992
Sample Questions
Q1) What do purchasing agents rate as one of the most important attributes of good salespeople?
Q2) Describe the amiables and analyticals social styles and appropriate sales techniques for each style.
Q3) As you enter the prospect's office you see _____ and become fairly certain you are dealing with an amiable.
A)annual sales awards on the wall
B)a prominently displayed calendar
C)pictures of the prospect's family on the desk
D)a PERT chart on the wall
E)numerous sales charts
Q4) In "Keeping Track of Things- How Isuzu Commercial Truck of America Does It," what was the primary benefit for salespeople adopting of NetSuite CRM technology?
Q5) The most appropriate presentation technique for use with adaptive selling is the canned method.
A)True
B)False
Q6) List the three types of sales presentations.
Q7) How can expert systems be used by salespeople?
Page 7
To view all questions and flashcards with answers, click on the resource link above.
Chapter 6: Prospecting
Available Study Resources on Quizplus for this Chatper
110 Verified Questions
110 Flashcards
Source URL: https://quizplus.com/quiz/48991
Sample Questions
Q1) Quentin has a good paying part-time job while he is going to college. He and about ten other students work three hours per day at the firm's calling center calling people on various lists their employer provides to determine if those individuals are interested in buying vinyl siding for their homes and whether they qualify for a visit by one of the firm's field representatives. Quentin is engaged in:
A)inbound telemarketing
B)bounce-back telemarketing
C)outbound telemarketing
D)seminar marketing
E)convention marketing
Q2) Which of the following describes a way that companies use the Internet to generate leads?
A)by developing an extranet
B)by using carefully placed banner advertising to link their Web sites with other similar sites
C)by being listed on search engines
D)by using e-mail messages
E)by doing all of the above
Q3) Where can salespeople find sales leads?
To view all questions and flashcards with answers, click on the resource link above.
Page 8
Chapter 7: Planning the Sales Call
Available Study Resources on Quizplus for this Chatper
103 Verified Questions
103 Flashcards
Source URL: https://quizplus.com/quiz/48990
Sample Questions
Q1) In "Webcasting Can Be the Answer" Steptoe & Johnson decided to use webcasting for sales presentations primarily because:
A)it allowed senior partners to reduce their work load
B)it allowed one-way communication
C)it was more cost-effective than personal sales calls
D)it offered greater diversity in workplace participation
E)all of the above
Q2) A salesperson that is unable to strike a proper balance between time spent in acquiring information and time spent making sales calls is likely to be experiencing:
A)research myopia
B)analysis paralysis
C)information de-optimization
D)data blindness
E)customer reticence
Q3) Sales strategists have identified three basic ways to interact with the screen or barrier to the prospect. List and briefly describe them.
Q4) When searching the Internet about a prospect, where is the first source to look for information?
To view all questions and flashcards with answers, click on the resource link above.
9
Chapter 8: Making the Sales Call
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/48989
Sample Questions
Q1) Ultimately, the objective of implication questions is to set the stage so that the prospect realizes the seriousness of the problem.
A)True
B)False
Q2) A salesperson for a professional laundry service asked an amusement park owner, "Do the stains on the uniforms worn by your personnel cause parents to doubt your company's ability to provide them and their children with well-maintained rides?" The salesperson is using a(n) _____ question as he works his way through the SPIN technique.
A)situation
B)problem
C)implication
D)benefit
E)need payoff
Q3) Which of the following is the BEST example of an open question?
A)Do you want your order delivered in the morning or the afternoon?
B)Will you be doing three or four grosses of candles?
C)Will you be paying cash or charging these items on your account?
D)Why do you consider June to be your most productive month?
E)Do you have a method to display the Christmas ornaments?
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 9: Strength-Ening the Presentation
Available Study Resources on Quizplus for this Chatper
112 Verified Questions
112 Flashcards
Source URL: https://quizplus.com/quiz/48988
Sample Questions
Q1) Lew wants to make sure that his customers remember all the benefits of using his company's water reclamation system long after the meeting is over. What type of visual aid should he use?
Q2) _____ is any system used to archive catalog, and retrieve digital media and text.
A)Sales asset management system
B)Marketing information system (MIS)
C)Database marketing
D)Database selling aid (DSA)
E)Computer marketing assistant (CMA)
Q3) Colleen is preparing a presentation to a potential major donor to the new building to be constructed at her university. She is considering using visual aids in her presentation. What options does she have and which would likely be most appropriate for this audience?
Q4) If a prospect does not buy, it is inappropriate to leave a gift with that individual.
A)True
B)False
Q5) What is one of the most effective methods of appealing to a buyer's senses?
Q6) When are requests for proposals (RFPs) used?
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 10: Responding to Objections
Available Study Resources on Quizplus for this Chatper
131 Verified Questions
131 Flashcards
Source URL: https://quizplus.com/quiz/49003
Sample Questions
Q1) Which of the following is NOT one of the five major types of objections?
A)objections related to satisfaction
B)objections related to need
C)objections related to product
D)objections related to price
E)objections related to time
Q2) When selling to a group of buyers, if one person offers an objection, the seller should rephrase the question and try to get a sense of whether the other buyers share the concern.
A)True
B)False
Q3) Kerry encounters far more objections at the point in a sales call when he actually attempts to gain buyer commitment than at any other time. This pattern suggests he:
A)needs to learn some better closing techniques.
B)may be omitting significant selling points in his presentation.
C)is asking too many questions during the presentation.
D)is doing a good job, since this is a normal pattern.
E)is creating an excessive level of interest in new prospects.
Q4) What is the first trait salespeople need in handling objections?
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 11: Obtaining Commitment
Available Study Resources on Quizplus for this Chatper
116 Verified Questions
116 Flashcards
Source URL: https://quizplus.com/quiz/49002
Sample Questions
Q1) As they spoke, the sales rep from the medical supply company just pulled out his order pad and began writing up an initial order for Rashmi's nursing home facility. This sales rep appears to be using the _____ traditional closing method.
A)direct request
B)minor point
C)direct action
D)standing-room-only
E)assumptive
Q2) A trial order will not necessarily lead to a larger commitment.
A)True
B)False
Q3) What is the most straightforward and effective method for obtaining commitment from a prospect?
Q4) Effective methods of gaining commitment will work even if the buyer does not trust the salesperson, the selling company, and the product.
A)True
B)False
Q5) How can a salesperson obtain commitment without being manipulative?
Q6) What are the two types of quantity discounts offered by businesses?
Page 13
To view all questions and flashcards with answers, click on the resource link above.
Chapter 12: Formal Negotiating
Available Study Resources on Quizplus for this Chatper
137 Verified Questions
137 Flashcards
Source URL: https://quizplus.com/quiz/49001
Sample Questions
Q1) Why would it be unlikely for Coca-Cola to enter into formal negotiations with Hiram's Convenience Mart?
Q2) According to the text there are two philosophies concerning negotiation:
A)people and technological.
B)micro and macro.
C)push and pull.
D)top-down and bottom-up.
E)win-win and win-lose.
Q3) In negotiations with Target department store, Frito-Lay representatives could negotiate:
A)the location of point-of-purchase displays of Frito-Lay products.
B)delivery schedules.
C)how frequently the snacks would be restocked on store shelves.
D)what would be done with snacks that had reached their expiration date.
E)all of the above
Q4) Newbook publishing has just negotiated a contract with an important author. At the end of the negotiations the author, Pat Conray, throws in a "nibbling" request. Create a nibbling request that Pat might state.
Q5) Describe any three guidelines mentioned in the text for making concessions.
To view all questions and flashcards with answers, click on the resource link above. Page 14
Chapter 13: Building Partnering Relationships
Available Study Resources on Quizplus for this Chatper
96 Verified Questions
96 Flashcards
Source URL: https://quizplus.com/quiz/49000
Sample Questions
Q1) What is the term used to describe a consumer's total purchase over their life?
Q2) In the opening profile Kevin Clonch from Total Quality Logistics (TQL) knows transportation issues make customers nervous because so many things can go wrong.
A)True
B)False
Q3) When salespeople and buyers trust each other, they:
A)are more willing to share ideas.
B)communicate more efficiently.
C)assume that each party will be honest with the other one.
D)assume there is no need to constantly monitor the activities of the other.
E)are described by all of the above
Q4) The key to the development of successful, long-term customer relationships is:
A)the existence of trust between the two parties.
B)the availability of resources.
C)an innovative idea.
D)similarity of mission statements.
E)similarity of organizational structures.
Q5) How is a market exchange relationship a win-lose relationship?
Q6) What is the primary goal of long-term relationship selling?
Q7) What are the two types of partnerships between buyer and seller?
To view all questions and flashcards with answers, click on the resource link above. Page 15
Chapter 14: Building Long-Term Partnerships
Available Study Resources on Quizplus for this Chatper
105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/48999
Sample Questions
Q1) Mac's Tire Mart has received its first shipment of tires from the NevaFlat Tire Company. Mac is now testing how well the tires sell, how well NevaFlat responds when he has a question or problem, and how durable the tires are. In what stage of partnership development are Mac and NevaFlat?
A)recognition
B)expansion
C)exploration
D)commitment
E)instigation
Q2) A good way for NevaFlat Tire Company to impress the purchasing executives at GM's Saturn plant with their ability as a dependable supplier is to deliver the 10,000 tires GM ordered two weeks early.
A)True
B)False
Q3) It is up to the salesperson to change his or her company's corporate culture to secure a partnership with an important client firm.
A)True
B)False
Q4) Describe the four stages of buyer-seller partnerships.
To view all questions and flashcards with answers, click on the resource link above. Page 16
Chapter 15: Managing Your Time and Territory
Available Study Resources on Quizplus for this Chatper
131 Verified Questions
131 Flashcards
Source URL: https://quizplus.com/quiz/48998
Sample Questions
Q1) Which of the following is the best example of a conversion goal?
A)to increase the amount of commission checks by 15 percent
B)to increase the number of telephone sales calls by 12 percent
C)to improve the sales presentation
D)to improve the average sales generated revenue per sales call made
E)to decrease the number of customer complaints by 5 percent
Q2) _____ goals are important because they reflect how efficiently a salesperson uses resources, such as time, to accomplish performance goals.
A)Transformation
B)Consequence
C)Activity
D)Performance
E)Conversion
Q3) It is much more important for salespeople to have some personal development goals than other people in business organizations.
A)True
B)False
Q4) In "Lead Scoring and Predictive Modeling in Sales," what is "digital body language?"
To view all questions and flashcards with answers, click on the resource link above.
17
Chapter 16: Managing Within Your Company
Available Study Resources on Quizplus for this Chatper
126 Verified Questions
126 Flashcards
Source URL: https://quizplus.com/quiz/48997
Sample Questions
Q1) Which type of compensation plan provides the greatest flexibility for motivating and controlling the activities of salespeople?
Q2) Which of the following departments of Ed's company is most directly responsible for seeing that the orders he gets from customers are properly entered into the company's computer, and that he gets paid his commission for them?
A)marketing
B)manufacturing
C)administration
D)shipping
E)sales
Q3) A _____ resembles a commission, but the amount paid depends on total performance, not each individual sale.
A)bonus
B)draw
C)markup
D)salary
E)combination plan
Q4) List three kinds of telemarketing salespeople.
Q5) What are the seven principles of selling internally?
To view all questions and flashcards with answers, click on the resource link above. Page 18
Chapter 17: Managing Your Career
Available Study Resources on Quizplus for this Chatper
119 Verified Questions
119 Flashcards
Source URL: https://quizplus.com/quiz/48996
Sample Questions
Q1) Which of the following statements about employment ads is true?
A)An ad offering a "sales management trainee" position is an opportunity to become a sales manager without selling experience.
B)If the ad for a company you would like to work for requires experience in the field, you should contact the company and ask its representative, "What companies should I pursue that will give me the experience you are looking for?"
C)Any company that would advertise a job opportunity using a blind box number is too clandestine and deceitful for an ethical person to consider working for.
D)When you write a cover letter to answer a job advertisement, make it as short as possible, and let your our résumé do the selling.
E)A typical employment ad simply states the job title of the position being filled and does not tell you what the company has to offer job applicants.
Q2) Why is it important for the person being interviewed for a job to know if his or her interviewer is a sales manager or a personnel manager?
Q3) What five important sources of information do employers use to evaluate candidates?
To view all questions and flashcards with answers, click on the resource link above.
Page 19