Ch 10

In Box 10.3 Trends in Communicating with the Customer, it notes that customers who use social media to complain is referred to as "______________________".

call-out culture

What are the primary responsibilities of the regional manager?

Maximizing sales and profitability; motivate employees; share success and communicate between stores in the region; and communicate with the corporate office

Security and loss prevention are functions that are the responsibility of the_____________________.

operations manager

This can create a fresh look in the store and can promote underselling merchandise.

Moving the floor set

floor set

changing the fixtures and merchandise

internal theft

merchandise stolen by employees within the company

management

the organizing and controlling of the affairs of a business or a particular sector of a business

business plan

A comprehensive document detailing strategies for the concept, target market, space needs, growth and expansion strategies, projected sales, projected inventory levels, and financing needs

security

safety of people in the store and safe keeping of the merchandise in the store

MIT is the acronym for __________________________.

manager-in-training

Some large retail organizations offer an MIT program through prospective management employees are trained for assistant manager or store manager positions within the company.

True

____________________________ are responsible for smooth operations and have bottom-line accountability meaning profit.

Retail managers

A _________________________________ assists a customer with an issue or complaint and implements the retail operation's policies and procedures for returns, exchanges, out-of-stock merchandise, product warranties and the like.

customer service manager

It is the customer service manager's responsibility to maintain company policies, while assuring that customers feel their problems are being heard and _____________________________________________.

taken care of in a professional and timely manner

In Box 10.3 Trends in Communicating with the Customer, _________ is a top priority for companies, and customer tend to base their preference for a product or brand based on _____________.

meaningful and authentic experiences

In Box 10.3 Trends in Communicating with the Customer, it states 'Used effectively, social media is more than free product promotion, or a way to respond to complaints; it offers real power to ________________________________.

build customer connections and brand loyalty

In Box 10.3 Trends in Communicating with the Customer, it states that responding quickly to customer complaint is the next step.

Rapid response builds ____________________.

trust

In Box 10.3 Trends in Communicating with the Customer, it states that the human touch is essential. It is important to ____________________________________________.

personalization and authentic human connection

In Box 10.3 Trends in Communicating with the Customer, it states that _______________________________________ is a way to tell customers that they matter and that the company values their point of view.

embracing user content

In Box 10.3 Trends in Communicating with the Customer, it noted that according to Photoslurp, user-generated photos are five times more likely to ___________________________________________________.

generate sales and convert customers

In Box 10.3 Trends in Communicating with the Customer, it states that by asking followers to share ideas about a product, or post images of them with the product in use, ________________________________ about how people use the product and what they want from the company.

brands gain greater insight

department manager

oversees a specific area, or department, within a store

entrepreneur

business owner who is financially responsible for the company and oversees all aspects of the operation

retail store manager

oversees all aspects of a merchandising operation, from promotions and inventory to the customers and employees

operations manager

focus on all aspects of superior customer service for the company or for units in a region

sole proprietorship

a business owned by an individual