Retail Management Test Questions
Course Introduction
Retail Management is a comprehensive course that explores the fundamental concepts, strategies, and operations involved in managing retail businesses. Covering topics such as retail formats, store layout, merchandising, supply chain management, customer relationship management, and retail marketing, this course equips students with the knowledge needed to navigate the dynamic retail landscape. Emphasis is placed on understanding consumer behavior, leveraging technology in retail environments, and developing effective merchandising and promotional strategies to drive sales and enhance the overall customer experience. Through case studies and practical exercises, students gain critical skills for managing both in-store and online retail operations in an increasingly competitive global marketplace.
Recommended Textbook
ABCs of Relationship Selling through Service 12th Edition by Charles M. Futrell
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14 Chapters
2054 Verified Questions
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Page 2
Chapter 1: The Life, times, and Career of the Professional
Salesperson
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Sample Questions
Q1) What is the new definition of personal selling? How does it differ from the traditional definition of personal selling?
Answer: Personal selling refers to the personal communication of information to unselfishly persuade a prospective customer to buy something that satisfies that individual's needs.The new definition adds the word "unselfish" and implies that salespeople should care about their customers.
Q2) Technical skill is the cognitive ability to see the selling process as a whole and the relationship among its parts.
A)True
B)False
Answer: False
Q3) A sales engineer works for a manufacturer and sells the benefits of intangible products.
A)True
B)False
Answer: False
Q4) What type of products would be sold by an industrial products salesperson?
Answer: Nontechnical,tangible products such as packaging material and office supplies.
Page 3
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Chapter 2: Ethics Firstthen Customer Relationships
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Sample Questions
Q1) Imagine you sell automobiles.Develop a statement that is clearly an example of puffery.Develop a statement that could be interpreted as misrepresentation.What conditions would make this assignment easier?
Answer: Puffery is probably most easily defined as an opinion.Students should provide something similar to the following for their examples of puffery: "I think you look great sitting in the driver's seat." "I wish I could buy this car." "I think this car looks hot." A misrepresentation occurs when a salesperson makes claims or promises of a factual nature regarding a product's inherent capabilities.Examples should be similar to the following: "You can depend on this car for the next 20 years." "You don't have to worry about maintenance with a well-made car like this one." "Don't worry about that oil on the pavement.All cars leak some." This assignment would be easier if the student knew how knowledgeable the customer was.
Q2) Which of the following is legal according to the Robinson-Patman Act of 1936?
A)Whistle-blowing
B)Exclusive dealerships
C)Reciprocity
D)Quantity discounts
E)Tie-in sales
Answer: D
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Chapter 3: The Psychology of Selling: Why People Buy
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Sample Questions
Q1) The trial close allows the salesperson to determine whether the:
A)prospect likes the features and benefits of the product.
B)salesperson will meet his/her sales quota.
C)salesperson should use one-way communication.
D)salesperson should use a memorized sales presentation.
E)salesperson should answer any objections.
Answer: A
Q2) A U.S.manufacturer of generators has just broken ground for a new plant in Australia.This is the company's first international expansion effort,and its owners want to lease another corporate jet temporarily so they can periodically fly to Australia to oversee the building progress and help in the hiring process.The new plant would have required _____ decision making and the leasing of the jet would more than likely have required _____ decision making.
A)routine;limited
B)limited;pioneering
C)routine;extensive
D)extensive;limited
E)restricted;routine
Answer: D
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Page 5
Chapter 4: Communication for Relationship Building: Its Not
All Talk
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Sample Questions
Q1) Describe the three levels of listening,starting with the lowest level.What happens as you move from the first to the third level?
Q2) Which of the following statements about determining personality style is true?
A)Do not rely on environmental signals
B)Everyone has a primary personality style
C)People cannot have all four styles at once
D)It is easiest to deal with people who exhibit all four personality styles
E)A person's primary style often remains the same in normal and stress situations
Q3) A salesperson's persuasive abilities are improved with an enthusiastic attitude and effective proof statements.
A)True
B)False
Q4) What is the KISS rule?
Q5) Buyers may project caution signals with puzzled expressions.
A)True
B)False
Q6) Why is it important for salespeople to be aware of the physical space between themselves and their prospects?
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Chapter 5: Sales Knowledge: Customers, products, technologies
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Sample Questions
Q1) According to the text,salespeople need to have sales knowledge to:
A)comply with Green River Ordinances.
B)build the buyer's confidence in the salesperson.
C)eliminate inequities in sales experience.
D)more efficiently manage inventory.
E)win their employers' confidence.
Q2) List three reasons why it is important for a salesperson to have sales knowledge of his company,his buyer,and his market.
Q3) Knight's Catering Service receives a May 19<sup>th</sup> invoice for $150 with terms of 3/10 net 30.If Knight's pays the invoice on May 28,how much is due?
A)$120.00
B)$145.50
C)$147.00
D)$150.00
E)$153.00
Q4) Electronic calendar management can result in improved time management.
A)True
B)False
Q5) How does a mobile office benefit a salesperson?
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Chapter 6: Prospecting : the Lifeblood of Selling
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Sample Questions
Q1) The siblings use the corporate Web site to inform potential customers about the services their company offers.The Web address is included in all of the company's advertising.In other words,Evans and Heldris are using:
A)e-prospecting.
B)direct communication.
C)direct sales.
D)Internet dialoguing.
E)cold sales.
Q2) Success in selling requires a significant amount of preparation.
A)True
B)False
Q3) To successfully use direct mail as a means of locating potential customers,the company must:
A)have low postage costs.
B)mail only to people who have MAD.
C)have a large database of possible customers.
D)have an in-house operation for printing and mailing.
E)prequalify recipients before sending out advertisements.
Q4) What is the primary reason why salespeople engage in networking?
Q5) Define a qualified prospect.
8
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Chapter 7: Planning the Sales Call Is a Must
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Sample Questions
Q1) Which of the following is LEAST likely to be a performance goal of consultative selling in the customer relationship model?
A)Costs
B)Sales
C)Profits
D)Experience
E)Productivity
Q2) According to the text,a salesperson's purpose,plan,and goal do not center on helping but on selling.
A)True
B)False
Q3) List the four steps involved in creating a customer benefit plan.
Q4) Planning is only necessary when a salesperson is making a formal presentation. A)True
B)False
Q5) Selling is a very complex process,but it is easy to do on a consistent basis.
A)True B)False
Q6) List some of the typical strategic goals for a customer.
Q7) What is success?
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Chapter 8: Carefully Select Which Sales Presentation
Method to Use
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Sample Questions
Q1) Which of the following statements about group sales presentations is most likely true?
A)Use the proposal document as a script during the presentation.
B)Provide a detailed SWOT analysis for each potential competitor.
C)During the presentation avoid mentioning previous or current clients.
D)Determine the behavioral style of the group to maintain the attention of all members.
E)Avoid contact with decision makers prior to a presentation to prevent the appearance of being unethical.
Q2) One of the disadvantages of the memorized sales presentation is the fact it:
A)does not allow the seller to control the conversation.
B)requires the seller's presentation to follow the AIDA approach.
C)requires even inexperienced sellers to adapt to the buyer's personality.
D)is inappropriate for transactional selling.
E)allows for limited prospect participation.
Q3) The training usage phases progress from natural to awkward to conscious.
A)True
B)False
Q4) List the three stages of the need-satisfaction sales presentation.
Q5) Name the most challenging and creative type of sales presentation.
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Chapter 9: Begin Your Presentation Strategically
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Sample Questions
Q1) Which of the following is an example of a direct question?
A)"Would you like to try a free sample today?"
B)"How will you use this forged steel trowel?"
C)"Why do you need an additional hard drive?"
D)"What features do you need in a file system?"
E)"Where will you use this security light?"
Q2) Which of the following statements about approach techniques and presentation methods is true?
A)The benefit technique is used only with the formula sales method.
B)The showmanship technique does not always include a demonstration.
C)The approach technique should be chosen before the sales presentation method.
D)The statement approach technique is effective with any sales presentation method.
E)The need-satisfaction sales presentation method should always use the questions approach technique.
Q3) A direct negative-no question is highly effective for creating interest with prospects.
A)True
B)False
Q4) How can a salesperson improve the effectiveness of an introductory approach?
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Page 11
Chapter 10: Elements of a Great Sales Presentation
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Sample Questions
Q1) The first essential step of the sales presentation is discussing the:
A)product's FABs.
B)marketing plan.
C)SELL sequence.
D)business proposition.
E)firm's warranties.
Q2) Star Drilling Company produces Auger-a moving device used in mines.In a recent advertisement,the firm featured the president of the National Mining Association stating,"I can guarantee the performance of Star Augers." This is an example of:
A)a guarantee statement.
B)a testimonial.
C)dramatization.
D)an expert opinion technique.
E)a witness statement.
Q3) Proof statements are to be presented soon after completing the sales presentation.
A)True
B)False
Q4) List eight types of visuals commonly used in sales presentations.
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Page 12
Chapter 11: Welcome Your Prospects Objections
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Sample Questions
Q1) A hopeless objection is one that cannot be answered by the salesperson.
A)True
B)False
Q2) Identify the technique used by the salesperson who neither denies,answers,nor ignores the objection.
A)Boomerang
B)Rephrasing
C)Dodge
D)Compensation
E)Forestall
Q3) A proof statement can be used when letting a third party respond to an objection.
A)True
B)False
Q4) "I would prefer to buy a used copy machine rather than the new models you are selling." This is an example of product objection.
A)True
B)False
Q5) Salespeople should never use direct denial to handle objections.Comment.
Q6) What is the difference between a direct denial and an indirect denial?
Page 13
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Chapter 12: Closing Begins the Relationship
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Sample Questions
Q1) Which of the following statements about buying signals is TRUE?
A)Buying signals hint the prospect is in the interest stage of the buying process.
B)Buying signals are always nonverbal.
C)Buying signals indicate the prospect is ready to voice objections.
D)A buying signal occurs when a prospect carefully scrutinizes the salesperson's product.
E)A buying signal is always communicated orally.
Q2) List the three basic steps in using the summary-of-benefits close.
Q3) To close more sales,it is essential that the professional salesperson does all of the following EXCEPT:
A)ask for the order and remain quiet.
B)limit order requests to twice per call.
C)consider the customer's point of view.
D)tailor a close to each prospect and sales call.
E)leave the customer's place soon after taking the order.
Q4) What is a buying signal? Give three examples.
Q5) Why is it recommended that a salesperson remain quiet after asking for an order?
Q6) How does the modified T-account close differ from the T-account close?
Q7) Briefly describe the purpose and steps of the exit technique.
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Chapter 13: Service and Follow-Up for Customer Retention
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Sample Questions
Q1) Distribution of the number of products in a product line can determine the extent of account penetration.
A)True
B)False
Q2) The first level of relationship in a business friendship is:
A)associates
B)confidantes.
C)companions.
D)acquaintances.
E)adversaries.
Q3) Which of the following is NOT a reason why a customer might be dissatisfied with a product?
A)Product delivered was different from the one ordered.
B)Product was not delivered by the specified date.
C)The product performed an additional,unadvertised function.
D)Customer believed the product could perform a function that it cannot.
E)Discounts offered by the salesperson were not given by the manufacturer.
Q4) What is a business acquaintance?
Q5) What is customer satisfaction? Explain how it leads to customer retention.
Q6) List the three levels of customer relationship marketing.
Page 15
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Chapter 14: Time, territory, and Self-Management: Keys to Success
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Sample Questions
Q1) Dividing accounts on the basis of market type and sales volume would be an example of:
A)multivariable account segmentation.
B)dual segmentation marketing.
C)reciprocal sales differentiation.
D)total territory management.
E)dual positioning.
Q2) Account analysis:
A)identifies accounts and their varying levels of sales potential.
B)begins with an estimate of a prospect's past sales.
C)involves four general approaches.
D)requires management oversight.
E)is another form of value analysis.
Q3) Nonselling time is a factor to be considered in territory time allocation.
A)True
B)False
Q4) Explain multivariable account segmentation.
Q5) Briefly explain territory time allocation step in territory management.
Page 16
Q6) What commonly causes the frequency of sales calls made by a salesperson to increase?
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Page 17