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By understanding their target market, retailers can (Points: 1)
offer newer assortment in their stores
negotiate differently with vendors
offer better services to their customer
motivate and train employees to serve the customer
all of the above
2. A retailer's role in the distribution channel is to (Points: 1)
act as the liaison between manufacturers and wholesalers
buy merchandise exclusively from the manufacturers
negotiate with consumers through a series of focus groups
satisfy the needs of the consumers
sell to wholesalers
3. ______________ is when a firm performs more than one set of activities in a channel. (Points: 1)
Channel diversification
Horizontal development
Horizontal integration
Vertical development
Vertical integration
4. There are over 1,000,000 retail firms in the U.S. and 95% of these firms: (Points: 1)
have only one store
are not franchised
have over 100 stores
are multi-channeled
file bankruptcy within five years
5. The competition between the same types of retailers is called: (Points: 1)
intertype competition
indirect competition
intratype competition
scrambled merchandising
vertical integration
6. CVS, Walgreens and Rite Aid are _________ competitors. (Points: 1)
indirect
intratype
intertype
vertical
horizontal
7. The intensity of competition is greatest among retailers when: (Points: 1)
price dominates the retail mix
they are located near each other and offer similar retail offerings
they are located near each other and target the same customer
they are located far from each other and offer similar retail offerings
they are located far from each other and target the same customer
8. One of the functions retailers undertake to increase the customer's perception of value is providing services. Which of the following would be an example of that activity? (Points: 1)
clean restrooms
displaying merchandise
having trained salespeople available to answer questions
well-lit parking
all of the above
9. When Taco Bell opened its first restaurant, a hungry patron could order a taco, a burrito and a Coke. In those early years, Taco Bell did not offer much: (Points: 1)
assortment
product depth
quantity
value
variety
10. Dillards sells Godiva chocolates and coffees in their stores. By selling such products, Dillards is: (Points: 1)
offering a good merchandise mix
offering what the market demands
offering deep product assortments
practicing scrambled merchandising
practicing intratype competition
11. While vacationing at the beach, Delia was delighted to see that the local Walgreens carried milk, bread, apples and bananas. Her delight indicates she has never seen: (Points: 1)
a deep product assortment
an acceptable merchandising mix
a retail mix
scrambled merchandising
this type of intratype competition
12. As part of a retailing strategy, a retailer looks to changes in demographics and responds to these changes with their retail mix. The following are examples of demographic trends EXCEPT: (Points: 1)
the growth of the elderly population in the U.S.
the retirement of the Baby Boomers
the growth of minority segments in the U.S.
the rising number of single parents
the increased emphasis on customer service
13. Despite the success of JCPenney throughout its 100-year history, the department store today is threatened by: (Points: 1)
the success of discount stores
changing demographics
the uniqueness of specialty stores
decentralized buying strategies
all of the above
14. The key strategic elements of the retail strategy are: (Points: 1)
financial strategies
organizational structures
location strategies
market strategies
all of the above
15. To implement a retail strategy, a retailer must develop a _____ that satisfies the needs of its target market better than its competitors. (Points: 1)
production orientation
horizontal integration
sales orientation
retail mix
situation analysis
16. Once a well-articulated retail strategy has been developed, the next step is to: (Points: 1)
override the control mechanism
evaluate the results of the strategy
forecast future environmental trends
confirm that environmental conditions have not changed
implement the strategy
17. Which of the following parts of the retail mix can be utilized by a small hardware store? (Points: 1)
bright lighting in the store, which makes it easier to read the messages
a new ad campaign that uses both radio and newspaper media
store location next door to a hospital
attractive point-of-purchase displays at the ends of the store's aisles
all of the above
18. Because the only merchandise category at the University Futon Shop are double-sized futons, the Futon Shop can be said to have no: (Points: 1)
inventory control
need for customer service
variety
shrinkage
product depth
19. How can supermarkets differentiate themselves from other food retailing formats? (Points: 1)
emphasize fresh perishables
target health conscious and ethnic consumers
provide a better in-store experience
offer more private label brands
all of the above
20. Which of the following can be purchased at a hypermarket? (Points: 1)
cut flowers and potted plants
prescription drugs
photographic film development
hotdogs and luncheon meat
all of the above
21. Which of the following is an example of a department store? (Points: 1)
Barnes & Noble
Catherine's
Sears, Roebuck & Co.
The Gap
The Limited
22. Which of the following is s second tier department store? (Points: 1)
Macy's Central
Neiman Marcus
TJ Maxx
Nordstrom
none of the above
23. Department stores are developing strong images for their private branded merchandise to: (Points: 1)
attract the attention of women ages 25-45
gain competitive advantage over competitors
keep price points lower
reduce the number of markdowns at the end of a season
sever relationships with low profit vendors
24. The North American Industry Classification System: (Points: 1)
was developed by the Federal Trade Commission (FTC)
uses an 8-digit classification system
is important to the understanding of retailing activity in North America
is limited in its use to only retail institutions
is maintained by the U.S. Department of Commerce
25. Pools-R-Us sells a variety of pool maintenance supplies ranging from filters, to chemicals, to lights and skimmers. Pool toys, from goggles to floats, can also be purchased. Pools-R-Us can be said to have: (Points: 1)
supply standard
complete retail offering
breadth of merchandise
retail mix
depth of merchandise
26. Jules is attending his company's annual poker game. On his way, he wants to pick up ice, chips, cigarettes and beer. The best place for him to shop would be: (Points: 1)
a C-store
a grocery store
a supercenter
a discount retailer
a specialty shop
27. Unlike Wal-Mart, Target is not changing their full-line discount into supercenters because: (Points: 1)
making the conversion to all superstores will further enhance the gap between the retail giants
its niche is offering fashionable merchandise at low prices
it has better operating expenses if it remains a full-line discounter
their marketing campaigns have branded the store as a discounter
their customer will shop for groceries elsewhere
28. JoAnn Stores offers fabric and sewing accoutrements for the crafting enthusiast. Sales associates are available for advice and assistance for all craft-related projects. JoAnn Stores is an example of a: (Points: 1)
discount store
home improvement center
specialty store
warehouse club
category specialist
29. Category specialists: (Points: 1)
compete directly with off-price retailers
are limited to clothing, office supply, pet supplies, and toy retailing
rely on warranty sales to promote loyalty
offer a narrow variety but deep assortment of merchandise
have little customer service
30. Why are category specialists sometimes called category killers? (Points: 1)
because they are often located in dying shopping malls
because they are located at stand-alone sites
because of their broad merchandise mix and shallow assortment
because they can destroy the profit potential for a category of merchandise for other retailers
because they carry mainly technologically obsolete merchandise
31. The fastest growing segment of retailers are: (Points: 1)
category killers
department stores
direct mail retailers
extreme value retailers
vending machines
32. Unlike catalogs, the electronic channel can: (Points: 1)
tailor purchases for immediate gratification
accept cash payments
provide free delivery on most purchases
tailor information so customers can make more satisfying selections
offer consistent assortments
33. Which of the following offers an instant response from an Internet retailer? (Points: 1)
FAQ page
a 1-800 number
an email address for answering questions
on-line chat room
all of the above
34. If a retailer plans to use the electronic channel synergistically with other channels, it can expect: (Points: 1)
customers to make more purchases
massive cannibalization
a decrease in sales from all of its other channels
customers to research on the website and shop in competitive stores
sales to stabilize equally among the channels
35. Which of the following retailers is an example of a multi-channel retailer? (Points: 1)
Amazon.com
Ebay.com
JCPenney
Outback Steakhouse
7- Eleven stores
36. Why are single-channel retailers evolving into multi-channel retailers? (Points: 1)
Credit card fraud continues to be an issue for single-channel retailers.
More than 60 percent of sales are made through single-channel retailers.
Multi-channel retailing creates immediate possession utility.
Multi-channel retailers can attract and satisfy more customers.
The growth of catalog sales is declining.
37. Quilt.com is a site for quilters offering introductory classes, ideas and a message board to ask questions and get answers quickly! Quilters from all over the world check into see what's new and how to do it. Quilt.com would be an example of: (Points: 1)
virtual community
Internet neighborhood
a shopping bot
broad band Internet access
an electronic agent
38. Why is the electronic channel significant in personalizing information for each customer? (Points: 1)
Catalog can not tailor merchandise to the needs of the individual customer.
Catalogs can not tailor information to the needs of the customer.
Salespeople in retail stores can only offer help when they are open.
Providing individual sales help is expensive.
all of the above
39. Ayesha went to Amazon.com to see the latest book by her favorite author. When she opened the
website, Amazon.com greeted her by name and recommended books based upon the purchases she had made in the past. Amazon.com was utilizing: (Points: 1)
a shopping bot
an electronic agent
broad-band Internet access
limited information
repeat customer service strategy
40. Electronic agents are beneficial because they: (Points: 1)
are always available 24 hours a day
can personalize information for each consumer
can search through many alternatives and select a small set for the consumer
work for “free”
All of the above
41. The lack of touch-and-feel information would suggest that clothing will not be sold effectively through the electronic channel, but apparel is one of the best selling product categories in the Internet. What enables this to occur? (Points: 1)
assortments
branding
disintermediation
size available for apparel
price
42. JCPenney carries sizes for big and tall men, but all sizes are not available in all their stores. What should JCPenney do to communicate this message to their customers? (Points: 1)
They should advertise big and tall men's merchandise on all of their newspaper supplements and commercials.
JCPenney should train their sales associates to mention this when closing sales with each customer.
JCPenney should advertise this by featuring big and tall men on its Holiday Catalog.
JCPenney should actively advertise these assortments to competitors.
A database should be developed of those who purchase merchandise for big and tall men and then JCPenney should market specifically to those shoppers.
43. Walgreens was ideally suited for the electronic channel because: (Points: 1)
it already had 3000 stores with drive-in windows
it already had a distribution system in place for packing and shipping phone orders
it had a strong reputation for being trustworthy and helpful
it had agreements in place with third-party payers (insurance companies) to accept and provide pharmaceutical benefits
all of the above
44. The buying process begins when ______. (Points: 1)
purchases lead to an ABC analysis
the buyer sees new merchandise on the market
the consumer recognizes an unsatisfied need
the consumer recognizes an unsatisfied want
the planner recognizes an open category
45. After enjoying 17 years of her Chevy Citation, Tracey was told by her mechanic that it would cost more to fix the transmission than the car was worth. She decided it was time for a new car. In which stage of the buying process is Tracey involved? (Points: 1)
product selection
need recognition
information search
product examination
product purchase
46. Which of the following is an approach that retailers can use to stimulate need recognition? (Points: 1)
have special, eye catching displays
have an attractive window display
have salespeople suggest new products
use a store layout that makes it difficult for customers to find what they want to buy
all of the above
47. For parents, back to school shopping needs are best described as ______. (Points: 1)
gratifying
hedonic
emotional
utilitarian
stimulating
48. The needs that motivate customers to go shopping and to purchase merchandise can be classified as either ______. (Points: 1)
direct or indirect
functional or dysfunctional
tangible or intangible
reactive or proactive
utilitarian or hedonic
49. A person who likes the flavor and aroma of cappuccino might be motivated to purchase a cappuccino machine. This purchase is based on what type of need? (Points: 1)
utilitarian
motivational
physiological
psychological
social
50. Which of the following describes hedonic needs that can be satisfied by shopping? (Points: 1)
warmth
hunger
stimulation
cleanliness
all of the above
51. Learning new trends is an example of ______. (Points: 1)
complex learning
a functional need
a social experience
a hedonic need
stimulation52. How can a retailer help the customer limit her search to the retailer's store or website? (Points: 1)
The retailer can offer a good selection of merchandise.
They could lower prices.
The retailer could offer better services.
They could consistently offer information about merchandise.
All of the above are ways retailers can help limit the customer's search.
53. A retailer that has uses an everyday low pricing (EDLP) policy ______. (Points: 1)
relies on coupons to get customers to return to their stores
creates low prices through the use of sales promotions
will invest more in weekly newspaper advertising than supermarkets that use a hi-lo pricing strategy
has prices between the regular non-sale price and the deep discount price
uses a fluctuating pricing strategy on nonfood items
54. Firstjewelry.com was an Internet site that offered rock bottom prices for a variety of gold and silver jewelry. It went bankrupt as many pure Internet retailers did because ______. (Points: 1)
advertising to get into the customer's consideration set was too expensive
the social crisis of the South African gem mines forced jewelry businesses to diminish
the price of gold continued to increase
fashion dictated a less ostentatious style of jewelry making it difficult to alter importance weights
the site spent too much money adding benefits
55. When Nori is buying suits, she will only shop at Ann Taylor or Jones New York because she knows that these two stores carry the brands and styles of suits she likes to wear. For Nori, the two boutiques make up her ______. (Points: 1)
retail union
retail criterion
target market
market exchange
consideration set
56. Chico's is a national catalog and a specialty store retailer. Its target market is 35-to-55-year-old women. Sixty percent of its customers are college-educated with an average family income of $75,000. Chico's offers private brands, moderate to better-priced women's classic apparel, shoes, and accessories. Its stores are located in village locations and upscale regional malls. Synergies among the store, catalog and website operations provide a competitive advantage over other retailers. This is a description of Chico's
______. (Points: 1)
retail strategy
marketing objective
merchandise budget plan
mission statement
organizational structure
57. Why should a retailer be concerned with building a sustainable competitive advantage? (Points: 1)
It could affect merchandise planning.
They should not as other retailers would just duplicate the efforts.
The competition's advantage will stimulate the retailer's market.
It is the final step in developing the retail strategy.
It could result in long-term profitability.
58. Which of the following would NOT be an effective way for a jewelry store to develop a sustainable competitive advantage? (Points: 1)
Develop an excellent relationship with the jewelry vendor.
Develop an efficient inventory system.
Sell gold watches at lower prices than anywhere else in town.
Secure a good location.
Do all of the above.
59. Even though there are several garages in town, Tara gets her oil changed only at Tires Plus. This commitment to Tires Plus illustrates ______. (Points: 1)
brand acceptance
store awareness
good customer service
customer loyalty
none of the above
60. Retailers can foster customer loyalty by ______. (Points: 1)
having a generalized organizational mission statement
providing good customer service
having no one distinct image
trying to attain qualitative objectives rather than quantitative ones
using a mass advertising strategy
61. A department store can foster customer loyalty by ______. (Points: 1)
accepting all major credit cards
using single sourcing
having a sales-oriented mission statement
positioning itself as a store that cares as much about its customers
offering free gift wrap with a $50 purchase
62. How can a small town quilting supply store compete against Wal-Mart and still
thrive? (Points: 1)
The shop can extend its hours.
The store can hire less staff or cut hours.
The store can lower prices.
The shop can offer classes on quilting.
all of the above
63. The parking lot of the Chevy Café contains four vintage restored Chevrolets from the 1950s and 1960s. The café building is painted the same color blue as used on 1964 Chevrolets. The booths inside are made to look like car bench car seats. The food served is limited to burgers, hotdogs, shakes, and fries. The café's image as a retro place to eat is an example of the implementation of a(n) _____ strategy. (Points: 1)
detailing
imaging
positioning
response-stimulus
retail perception
64. Satchel's is a pizza parlor located in a run-down industrial side of town. Its brightly colored decor, coupled with local art, wind chimes and hanging mobiles compliment the mismatched dishes, wobbly chairs and alternative music. The staff is layed back and tattooed. The pizza is delicious and the menu is interesting with stories and funny commentary, but Satchel's is a drive for the average resident. Why is there a two-hour wait on Saturday nights? (Points: 1)
Satchels' filled a void in a normally dead part of the city.
Satchel's chose a rare cuisine.
Satchel's competitive advantage is the location.
Satchel's focused on a high end bracket to travel across town.
Satchel's offers alternative décor and comfort food in a unique environment.
65. The owner of the local Burger king franchise always thought her restaurant was a good spot for grabbing something quick to eat. Through ___________, she noticed local children and their parents gathering there on Wednesday nights for a quick bite to eat and to trade Digimon cards because it was a safe place for small groups to meet. (Points: 1)
a competitive analysis
an internal analysis
a social audit
frequency marketing programs
marketing research
66. Which of the following is an example of a private label brand? (Points: 1)
Kenmore dishwashers
Kellogg's cornflakes
Kodak film
Levi's jeans
Sony DVD player
67. When Jethro goes to Amazon.com and buys a poetry book by Maya Angelou, the web site asks him if he would be interested in looking at other books by Angelou. It also asks if he would like to be reminded when new poetry books by Angelou or other poets are available. Jethro can even check to see what purchases he has made in the past at Amazon.com. Amazon uses this sort of customer service to _______. (Points: 1)
combat the problems associated with service intangibility
prevent price comparisons with other electronic retailers of book
standardize its service offering
differentiate itself from other electronic retailers of books
instill its importance to the customer
68. Which of the following are examples of growth opportunities? (Points: 1)
market penetration
diversification
retail format development
market expansion
all of the above
69. A ________ opportunity involves directing efforts towards existing customers by using its present retailing format. (Points: 1)
retail format development
diversification
market penetration
market expansion
market divestment
70. Which of the following is the major cost controlled by a store manager? (Points: 1)
vendor fees
advertising on local radio
employee costs
socialization of new employees
special events
71. Which of the following is a good technique for conducting a job analysis? (Points: 1)
hold a focus group containing employees with little seniority
follow the federal government guidelines
ask people who do not normally perform the tasks being analyzed how they would perform them
gather secondary competitive data on job analyses at similar positions
observe efficient employees performing tasks that need to be analyzed
72. Autumn is the sales manager at a store that sells musical instruments. She has developed a job description for each of her employees. These job descriptions can be used for ______. (Points: 1)
recruiting new sales help
training both experienced and inexperienced retail salespeople
helping her select the person most suited to the retailing job that needs to be filled
evaluating the sales performances of her employees
doing all of the above
73. Radcliff is a store manager for a discount chain. He decided to hire a new salesperson
for the infants' department and has already developed a job description. What should Radcliff do next to secure an employee? (Points: 1)
conduct a behavioral interview
organize an adequate training program focusing on infants' assortments
develop a pool of applicants and screen them
select a qualified applicant
test applicants
74. Which of the following is true about references? (Points: 1)
References are typically part of a new employee orientation.
References are used to provide insight about potential employees ability to do the job.
References provide information about the employee's history and personal health.
Obtaining a reference is prohibited if it is not valid for employment.
none of the above
75. Which of the following interview questions would be most effective in selecting the best possible job candidate? (Points: 1)
"What job experiences do you have, and why do you want to this job?"
"Would you do whatever was humanly possible to make sure your customer is completely satisfied with a purchase?"
"What do you know about this store?"
"Would you be willing to work unpaid overtime if everyone else had agreed to do the same?"
"What kind of experiences have you had shopping, and what skills do you have that make you think you can make this store a good shopping experience for others?"
76. What is wrong with asking the question: Are you prepared to work as a team when unloading deliveries? (Points: 1)
It has nothing to do with the job.
It is a leading question.
It is a question that can lead to multiple parts.
It's illegal to ask.
none of the above are true
77. Monica has been a manager for 3 years in a variety of departments throughout the store. Recently, the floor manager position became available and Monica inquired about it only to learn a college recruit was awarded the position. This would be an example of what type of discrimination? (Points: 1)
disparate treatment
desperate measures
disparate impact
minority impact
random discrimination
78. __________ is a set of steps taken to transform new employees into effective, committed members of the firm. (Points: 1)
Employee-employer interfacing
Socialization
Employee bonding
A functional transformation
A quality-of-work program
79. Orientation programs ______. (Points: 1)
may actually hasten turnover as a new employee learns more about the organizational culture
are required by the EEOC
are excellent sources of performance evaluation information
should not last longer than one day, or they become ineffective
are critical to the socialization of a new employee
80. Effective orientation programs ______. (Points: 1)
need to rely on one-way communication
need always to emphasize procedures and policies
need not be accompanied by any systematic follow-up
need to avoid information overload
are accurately described by all of the above
81. As a(n) _____ type of store manager, Dina treats her employees as equals and asks for their input when she is making a decision about whether to stay open late during the Memorial Day weekend, stock extra inventory for Valentine's Day, or any other decision that will directly affect her employees. (Points: 1)
task-oriented
democratic
autocratic
dogmatic
job-directed
82. The spring was slow at Dillards and the employees were reacting to it with an increase in sick calls and late arrivals at work. Summer managed cosmetics and thought it would be fun to develop a friendly competition between sales associates by tallying the number of new credit card registrations. The associate with the most registrations wins $50 at the end of the month. What was Summer trying to do? (Points: 1)
improve employee morale
create in-store socialization
improve selling skills
rely solely on extrinsic rewards
eliminate negative performance appraisals
83. The design should consider cost versus value--not necessarily inexpensive. Neiman Marcus uses time-released atomizers that spray a lavender scent in the lingerie department. The managers say it enhances the customer's shopping experience, soothes shoppers and increases sales. Which of the following design objectives would this practice most likely satisfy? (Points: 1)
Design should consider cost versus value.
Design should be flexible.
Design should be consistent with the retailer's strategy.
Design should positively influence consumer behavior.
Design should include aromatherapy.
84. The trade-off between ease of finding merchandise and providing a varied and interesting layout is determined by ______. (Points: 1)
how often there is a shipment from the distribution center
the simplicity of the merchandise
well trained, design oriented managers
the needs of the customers shopping at the store
none of the above
85. Which of the following is a disadvantage to the grid layout? (Points: 1)
It is costly.
Shrinkage is more likely to occur.
Customers typically aren't exposed to all the merchandise in the store.
Wide aisles utilize expensive merchandise space.
Aisles aren't designed with different colors.
86. Which of the following retail stores is most likely to have a racetrack layout? (Points: 1)
H&R Block Tax Service
Kroger supermarket
Macy's department store
Lowes
Scarlett O'Haira Beauty Salon
87. The _____ store layout arranges fixtures and aisles asymmetrically. (Points: 1)
suggestive
convoluted
pulsing
loop
free-form
88. The Alice in Wonderland Store specializes in collectibles associated with the Lewis Carroll books. The items are displayed on library tables, on old oak shelves, and in antique china cabinets. Statuary from the books is located in unexpected spots throughout the store. This is an example of a _____ layout. (Points: 1)
free-form
loop
convoluted
pulsing
suggestive
89. Boris wanted to buy a life-like owl for his office for Halloween. He found the owls in an aisle at Target that had costumes, candy and decorations. This special section of Target is an example of a(n) _______. (Points: 1)
consumer motivator
freestanding fixture
gondola display
impulse product center
promotional area
90. As Garry was waiting to pay for a bottle of aspirin he bought at a pharmacy, he added a copy of TV Guide, a Snickers bar, and a pack of cheese crackers to his purchases. The area where Garry made his last selections is called a(n) ______. (Points: 1)
end cap
cash wrap
gondola display
promotional area
freestanding fixture
91. A diagram created from photographs, computer output, or artists' rendering that illustrate exactly where every SKU should be placed is called a(n) ______. (Points: 1)
merchandise plan
plan-o-rama
placement plan
planogram
strategic plan
92. A shopper is more likely to see the standardization approach to customer service in a ______. (Points: 1)
Sonic
Nordstrom
Ritz Carlton Hotel
Bass Pro Shops
Limited Too
93. Which of the following is the most significant contributor to the cost of returns? (Points: 1)
the depreciation associated with returned new cars
returning stolen merchandise for cash
the return of big screen TV's the day after the Super Bowl
returning unwanted gifts
94. With five children and several nieces and nephews, Bronson has shopped at a lot of toy stores. He really likes The Toy Corner because he can ask for an age specific toy and if they don't have it, they order it and have it delivered at a price he is willing to pay. Bronson feels that The Toy Corner ______. (Points: 1)
increases motivational analysis
controls attitudinal bias
exceeds customer expectations
encourages learned response
develops tangible cue
95. The __________ is the difference between customers' expectations and their perceptions of customer service. (Points: 1)
motivational guide
service gap
learned response
attitudinal bias
retail influencer
96. When JCPenney centralized all buying activities, department managers spent more time working with departmental associates and talking with customers. The result of this was that the company was better able to understand the expectations of the customers. Which of the following gap was reduced as a byproduct of the centralization? (Points: 1)
knowledge
communications
performance
standards
research
97. The most critical step in providing good service is to make sure there is no _____ gap. (Points: 1)
communications
standards
performance
research
knowledge
98. Which of the following is the best example of a service goal for a retailer that is sincere about reducing the service gap? (Points: 1)
"Straighten the merchandise when necessary."
"Greet all customers when they enter the selling area."
"Respond to emails as soon as possible."
"All new inventory should be displayed on racks within 24 hours of its arrival in the shipping area."
"Respond positively to all customer complaints."
99. Mystery shoppers can gather information about ______. (Points: 1)
the attitude the sales clerk used with the shopper
how long it took the salesperson to greet the incoming shopper
how knowledgeable the sales clerk was about merchandise he or she was selling
the actions of the sales clerk after the shopper entered the store
all of the above
100. When Thelma went to pick up her cleaning from a dry cleaning store that guaranteed 24-hour service in all of its ads, she was disappointed to find that her clothes would not be ready until the following day. This is an example of a _____ gap. (Points: 1)
performance
delivery
knowledge
communications
research