Retail Management Test Questions
Course Introduction
Retail Management explores the fundamental principles and strategies involved in operating and managing retail businesses in an increasingly competitive and dynamic marketplace. The course covers key topics such as store layout and design, merchandising, inventory management, supply chain logistics, customer service, retail marketing, pricing strategies, and the integration of online and offline retail channels. Students will also analyze current trends in retail technology, consumer behavior, and the impact of digital transformation, preparing them to address the challenges of a rapidly evolving retail landscape. Through case studies and real-world examples, the course equips students with the practical skills necessary for successful retail management and effective decision-making.
Recommended Textbook
Selling Today Partnering to Create Value 6th Canadian Edition by Gerald L. Manning
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17 Chapters
1402 Verified Questions
1402 Flashcards
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Page 2
Chapter 1: Relationship Selling Opportunities in the Information Economy
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89 Verified Questions
89 Flashcards
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Sample Questions
Q1) A shift in job titles from "selling" to "partnering" reflects:
A)increased knowledge aspects of the duties.
B)increased consulting aspect of the duties.
C)increased professional aspects of the duties.
D)increased relationship aspects of the duties.
E)increased technical aspects of the duties.
Answer: D
Q2) Malcolm is uncertain which sales field he should interview with.He feels that he is better selling tangible products.He should consider which field?
A)computer software
B)stock brokering
C)data processing equipment
D)banking
E)employment services
Answer: C
Q3) The ________ salesperson is usually not compensated on the basis of the orders obtained,but receives recognition for indirectly increasing sales.
Answer: Detail
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Chapter 2: Evolution of Selling Models That Complement the Marketing Concept
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59 Verified Questions
59 Flashcards
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Sample Questions
Q1) ________ are techniques,practices,or methods you use when you are face-to-face with a customer.
Answer: Tactics
Q2) Jack uses strategy to ensure tactical success.He feels that strategic planning helps him:
A)choose the right product.
B)close more deals.
C)talk to the right person.
D)negotiate customer needs.
E)solve after-sales service problems.
Answer: C
Q3) The marketing mix consists of:
A)market,competitors,customers and government.
B)production,finance,marketing and human resources.
C)product,production,promotion and price.
D)value,price,cost and expenses.
E)product,place,promotion and price.
Answer: E
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Chapter 3: Creating Value With a Relationship Strategy
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Win-win salespeople have adopted all of the following behaviors except:
A)help others solve their problems.
B)let life happen to them.
C)make life a joyous happening.
D)fix what caused the problem.
E)make commitments to themselves and to others and keeps them both.
Answer: B
Q2) Developing a positive personal attitude,focusing on the future and developing an expertise in a selected area are ways to ________ .
Answer: improve self concept.
Q3) If a prospect begins a conversation about religion or politics,it is safe to honestly express your views on such issues.
A)True
B)False
Answer: False
Q4) ________ is a form of nonverbal communication that has been defined as "messages without words."
Answer: Body language
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Chapter 4: Communication Styles: a Key to Adaptive Selling Today
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Scott has been described as having a Reflective style.He has:
A)high dominance/high sociability
B)high communication-style flexing skills
C)high dominance/low sociability
D)low dominance/high sociability
E)low dominance/low sociability
Q2) When a Reflective salesperson moves into the excess zone,he or she is apt to:
A)agree with everyone.
B)avoid making decisions.
C)excessively giggle.
D)express highly emotional opinions.
E)become extremely competitive.
Q3) Which communication style is "more favorable" for a successful career in selling?
Q4) The communication-style model is only applicable to the North American culture as it was developed in the United States of America.
A)True
B)False
Q5) The _____________ communication style combines high sociability and high dominance.
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Chapter 5: Ethics: the Foundation for Relationships in Selling
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Which statement is accurate:
A)attitudes determine our values and values determine our behaviour
B)attitudes determine our behaviour and behaviour determine our values
C)behaviour is not determined by attitudes or values.
D)behaviour determine our attitudes and attitudes determine our values
E)values determine our attitudes and attitudes determine our behaviour
Q2) Collecting information on a customer's competition and sharing it with the customer is a good way to develop close trusting relationships.
A)True
B)False
Q3) Buyer and seller relationship should precede the sale of the actual product. A)True
B)False
Q4) "Accurately represent my products or service to the best of my ability in a manner that places my customer or prospective customer and my company in a position that benefits both" is an example of a Code of Ethics.
A)True
B)False
Page 7
Q5) Why should sales people have high ethical standards?
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Chapter 6: Creating Product Solutions
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Sample Questions
Q1) The role of the salesperson in the information economy is to:
A)know his product features.
B)thoroughly know about the latest product technology.
C)convince the customer that their product is superior to competition's.
D)simplify the information available so that the customer can make the best possible buying decision.
E)know his competitor's product features.
Q2) "Data dump" refers to:
A)telling customers all about the product intricacies.
B)meeting customers' information needs.
C)often upselling customers to more expensive products.
D)discussing fine points of important detail.
E)overloading customers with product data they neither need nor want.
Q3) In the field of personal selling,customers represent an important source of product information.
A)True
B)False
Q4) Why has it become necessary for the sales person to become a product expert in the new economy?
Q5) List the three prescriptions for developing a good product strategy.
Page 8
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Chapter 7: Product-Selling Strategies That Add Value
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) As the competition intensifies,the salesperson needs to:
A)explore the potential product.
B)lower the price.
C)provide the expected product.
D)provide the generic product.
E)provide the value-added product.
Q2) In relationship selling,when you invest in developing a good understanding of the customer's needs and problems,it is called:
A)positioning.
B)perception analysis.
C)customer satisfaction.
D)win-win strategy.
E)value creation.
Q3) When Brian sells his mature,well-established products,he characterizes the competitive environment as:
A)intensely competitive with one competitor.
B)intensely competitive with new products entering the field.
C)unimportant,his product leads the field.
D)oligopolistic.
E)lacking challenge.
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Chapter 8: The Buying Process and Buyer Behaviour
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) Molly wants to buy a computer.She needs the computer for a variety of college assignments.She is uncertain what to buy so she asks the opinions of other students in her program.Molly is consulting with her:
A)friends.
B)culture.
C)social class.
D)peers.
E)reference group.
Q2) Our need to belong to a group or to identify with a group is:
A)a security need.
B)a group need.
C)an esteem need
D)a personal need.
E)a social need.
Q3) The objective of customer strategy is to understand consumer's buying behaviour. A)True
B)False
Q4) Describe the importance of perception in personal selling.
Q5) A _____________ is a carefully conceived plan that will result in maximum customer responsiveness.
10
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Chapter 9: Developing and Qualifying a Prospect Base
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Sample Questions
Q1) Natalia is building up her prospect base which is made up of current customers and: A)company members.
B)friends.
C)family members.
D)potential customers.
E)previous customers.
Q2) The telephone directory should not be used as a source of new prospects because it is considered intrusive.
A)True
B)False
Q3) Effective prospecting involves increasing the number and quality of prospects,and reducing the sales cycle of potential customers.
A)True
B)False
Q4) Cold calls do not represent an effective way to introduce a new product or service.
A)True
B)False
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Chapter 10: Approaching the Customer With Adaptive Selling
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) Denise understands that an effective sales demonstration:
A)will close more business.
B)helps build customer relationships.
C)helps speed up the sales cycle.
D)is actually not often necessary.
E)helps verify parts of the sales presentation.
Q2) The three objectives of the approach stage are to build rapport with the prospect,capture the prospect's attention,and _________.
A)generate interest in you,the salesperson.
B)demonstrate the product
C)generate interest in the company.
D)close the sale.
E)generate interest in your product.
Q3) The amount of time devoted to the social contact:
A)should never exceed five minutes.
B)is often overlooked.
C)is seldom an issue in personal selling.
D)will depend on the time of day.
E)will depend on how busy the prospect appears to be.
Q4) What are some strategies to overcome sales call reluctance?
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Chapter 11: Determining Customer Needs With a Consultative Questioning Strategy
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66 Verified Questions
66 Flashcards
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Sample Questions
Q1) An objective of the sales demonstration is to increase a customer's desire for a solution to her problem.In order to achieve desire and move the sale forward,a salesperson should use __________ in the demonstration.
A)need-satisfaction questions
B)probing questions
C)summary confirmation questions
D)information gathering questions
E)confirmation questions
Q2) List and discuss the four major parts of the Need-Satisfaction Model.
Q3) Simon uses confirmation questions; questions used to determine if information is correctly understood:
A)throughout a sales call.
B)in the middle of a sales call.
C)at the end of a sales call.
D)hardly ever.
E)at the beginning of a sales call.
Q4) Explain how the four strategies of the Strategic/Consultative Selling Model help in making presentations more persuasive?
13
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Chapter 12: Creating Value With the Consultative Presentation
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Sample Questions
Q1) A disadvantage of using web sites is that you can only provide general information to the customers.
A)True
B)False
Q2) Ike has spent weeks preparing for a big sales presentation to South Park Estates.The presentation relies heavily on overheads Ike had prepared.When Ike begins his presentation,he discovers the overhead projector is broken.Ike should have:
A)not used overheads.
B)done a simple presentation.
C)hired someone to handle the visuals.
D)checked his sales tools.
E)asked the clients for another projector.
Q3) Sight is considered as the most powerful attention-attracting sense out of the five senses and is therefore the most important motivating force in every selling situation.
A)True
B)False
Q4) What is the purpose of a demonstration worksheet?
Q5) List some methods used to make presentations more persuasive.
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Chapter 13: Negotiating Buyer Concerns
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Sample Questions
Q1) If adequate time is invested at the beginning of the sales process,during need discovery and demonstration of product benefits,then price becomes of lesser concern to the buyer at the closing stage.
A)True
B)False
Q2) James is not sure if a product will meet his requirements.Chin offers to give him the name of one of his customers who recently purchased the same product and is very satisfied with it.Chin is using the:
A)superior benefit method.
B)felt-felt-found method.
C)third-party testimonial approach.
D)recommendation approach.
E)question approach.
Q3) The price-cost comparison is most appropriate for:
A)inferior quality products.
B)products with short usage or service life.
C)products with long usage or service life.
D)transactional buying situations.
E)inexpensive purchases.
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Chapter 14: Adapting the Close and Confirming the Partnership
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Sample Questions
Q1) Of all the closing techniques,the trial close is the best method for a salesperson to use.
A)True
B)False
Q2) Explain the importance of the confirmation step in closing the sale.
Q3) Other costs such as shipping and handling should be mentioned after the presentation is over and the sale has been closed so as to prevent losing the sale.
A)True
B)False
Q4) When the sales cycle is long and requires multi-call sales presentations,the salesperson should use the __________ approach to close the sale.
A)value commitment
B)customer commitment
C)incremental commitment
D)escalating commitment
E)total commitment
Q5) A special concession close may be viewed with skepticism by some customers.
A)True
B)False
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Chapter 15: Servicing the Sale and Building the Partnership
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Sample Questions
Q1) The difference between cross-selling and suggestion-selling is:
A)cross-selling is hard to do because it involves the customers to purchase the product,suggestion-selling is easy to do because the customer is not committing to the purchase.
B)cross-selling is done by order getters,suggestion-selling is done by order-takers.
C)cross-selling involves selling products directly associated with the product sold,suggestion-selling is selling unrelated items.
D)cross-selling is suggesting competitive products,suggestion-selling is offering your own products to the customer.
E)cross-selling is to grow volume,suggestion-selling is to enhance customer satisfaction.
Q2) Thomas works in the area of customer service.His duties include:
A)to enhance the role of the product.
B)to prevent customers from buying competitors' products.
C)to encourage customers to spend more money.
D)closing sales.
E)to work one on one with clients.
Q3) The ___________provides a quick and efficient way to follow up a sale.
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Page 17
Chapter 16: Opportunity Management: the Key to Greater Sales Productivity
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Sample Questions
Q1) One of the most effective methods of dealing with stress is to:
A)maintain an optimistic outlook.
B)initiate a crusade to alleviate all sources of stress.
C)take a day off,and when you are refreshed,"go back at it."
D)choose the "fight" or "flight" response.
E)throw yourself with renewed vigor into the job.
Q2) Sound time management techniques can pave the way to greater sales productivity.List and discuss four time-saving techniques used by time-conscious salespeople.
Q3) The objective of classifying customers into sales territories is to be able to serve customers conveniently and economically.
A)True
B)False
Q4) Developing a sales call plan improves:
A)stress management.
B)records management.
C)time management.
D)territory management.
E)all of the above
Page 18
Q5) What are some of the characteristics of effective goals?
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Chapter 17: Management of the Sales Force
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Sample Questions
Q1) Award programs are often styled to:
A)create tax write-offs.
B)provide internal motivation to sales people.
C)increase sales activity.
D)cost the company very little.
E)compete with compensation plans of competitors.
Q2) Sally is a successful manager of UnderWorld Garments.She feels one of the most important qualities is:
A)self-motivation.
B)analytical skills.
C)kindness.
D)desire to earn lots of money.
E)aggressiveness.
Q3) Gail wants to hire a new sales representative for Roy's Photographers Inc.To decide the type of applicant needed,Gail needs to first:
A)ask selected customers about their needs.
B)try selling products herself.
C)rely on her opinion and perceptions only.
D)outline the duties the person will perform.
E)rely on the former sales representative's opinion.
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