| A | B |
|---|
| product features | Physical characteristics of items |
| trial confirmation | A salesperson’s questions to a customer to get an indication of what needs to be done to close the sale. |
| suggestion selling | Increasing sales by encouraging more items to be bought in addition to the customers’ original purchases. |
| compensation | Payment and benefits for work accomplished |
| trading up | Obtaining larger sales by selling higher-priced, better-quality merchandise to customers |
| client book | A salesperson’s book of customers’ names, addresses, phone numbers, sizes, and important |
| add-ons | Additional merchandise items, such as related items to create complete outfits. |
| propriety credit cards | Store-issued charge cards that are owned, operated, and managed by the company (in-house credit cards). |
| secured credit cards | Charge cards linked to a savings account containing enough money to back up most or all of the credit line. |
| check verification | Electronic authorization of the probable risk of accepting individual personal checks from customers. |
| debit processing | The money for each purchase is taken directly out of the consumer’s bank account and electronically put into the merchant’s bank account. |
| service quality | How well services are performed to approach, meet, or exceed customer expectations |
| consumer credit | The use of credit cards or other purchase charges that allow consumers to have merchandise immediately and pay for it later. |
| shrinkage | The difference between book inventory and actual physical inventory. |
| private label credit cards | Charge cards with the store’s name and logo, but issued and managed by a bank |
| stapled | Some stores require bags to be THIS at checkout so additional items are not stolen and placed into the bags later. |
| Closing the sale | Getting the customer's positive agreement to buy |
| Pilferage | internal stealing of a company’s inventory or cash in small, petty amounts |
| image | In general, the higher of THIS and the better the service level of a retailer, the more cheerfully returns are accepted. |
| High | Mail-order and Internet retailers have THIS rate of returns because people cannot try on the merchandise before they buy it |
| salespeople | If a retail firm has too few of these, then some important direct selling tasks may not be done properly or at all |
| Salesclerks | usually only facilitate routine sales transactions |
| Stockkeeping | receiving, preparing, and protecting merchandise before it is sold |
| hangtags | this information is not required by law and can be removed before garments are worn |
| undecided customers | Retail customers who are interested in hearing pertinent information from salespeople are considered to be this |
| employee turnover | rate of employees quitting and being replaced |
| price look-up | A feature of most electronic POS is that when prices are changed in the master computer, scanned purchases |
| debit card | enter a secure personal identification number (PIN) |
| objections | salesperson should handle THIS from a customer by turning THESE into reasons for buying |
| Customer service | This includes:credit, convenient parking, and return privileges gift wrapping, garment alterations, and layaway privileges thank-you notes after purchases, bridal consultants, and free package delivery |
| Installment credit | requires a small down payment and equal additional payments spread over time |
| Retail loss prevention | these include: are instituted by companies to prevent, recognize, and monitor security problems are aimed at reducing shrinkage from both external and internal theft often involve a combination of several types of surveillance, mirrors, and point-of-sale monitoring |
| proactive customer service | Listening to, understanding, and acting upon customer desires before complaints are expressed |
| EAS | electronic article surveillance |
| Shrinkage | this is caused by: clerical errors, theft or merchandise being damaged vendor fraud and shipping irregularities |
