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CTE3806 FINAL EXAM STUDY GUIDE: Review Questions

Terms in this set (15)

True or False: Frequent-shopper programs are expensive to implement and manage
True
True or False: Transactional Leaders make all the decisions on their own and then announce them to employees.
False
True or False: Empowerment means allowing employees at company's lowest levels to make important decisions regarding how service will be provided to customers.
True
True or False: McDonald's, with its use of specific policies and procedures to provide an acceptable, consistent service quality, would best be described as using the personalized approach for customer service.
False
True or False: Procedural Fairness is a customer's perception of the benefits received compared with his or her costs in terms of inconvenience or monetary loss.
False
True or False: More retail transactions take place online now than in stores.
False
Since Yolanda used ____________ to examine what her customers often buy together during a single store visit, she knows to place facial tissues by the cold medicine and Wonder bread by the Skippy Peanut Butter in her store.
Market Basket Analysis
Which of the following is a result of hiring inexperienced, low wage employees?

Sales increase, Better customer loyalty, Higher labor expenses, or Higher employee turnover?
Higher Employee Turnover
Which of the following is an example of an extrinsic reward?

Meaningful work, promotion, positive environment, or open communication?
Promotion
An autocratic manager would be most likely to __________

Consult employees before scheduling a store-wide sale, ask employees if anyone wanted to volunteer to work overtime, ask employees which department they would prefer to work in, or tell employees they will have to work late Friday night?
Tell employees they will have to work late Friday night
Catherine visited American Eagle to browse through the new spring collection. The sales associate greeted her when she entered the store, showed her the new collection, and stayed with her throughout her shopping experience, bringing her additional items while Catherine was in the dressing room. This sales service can best be described as _____.
Personalized Service
Which of the following approaches would not be effective in service recovery?
Interrupting the Customer
Which of the following statements is true about the racetrack layout?

It is also called a free-form layout, It cannot be used in department stores because it makes large stores look cluttered, It draws the customer around the store, or It is very cost efficient?
It draws the customer around the store
Which store layout is used primarily by supermarkets and full-line discount stores?
Grid Layout
________ refers to the design of an environment by stimulation of the five senses
Atmospherics
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