SOURCE IM140 SOURCE pp 41 42 Marketing Creating and Keeping Customers in an E

Source im140 source pp 41 42 marketing creating and

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SOURCE: IM:140 SOURCE: pp. 41-42, Marketing: Creating and Keeping Customers in an E-commerce World . Zikmund, W.; d'Amico, M., South-Western, 7th ed., 2001. 46. D $244,400. In order to determine the sales forecast in dollar figures, multiply the percent of increase by last year's sales figure ($235,000 x .04 = $9,400). Add this figure to last year's sales ($235,000 + $9,400 = $244,400) to obtain a sales forecast of $244,400. SOURCE: IM:009 SOURCE: IM LAP 4--Forecasting Sales 47. D Well informed. Customers have a right to expect grocery store employees to know not only how to do their jobs, but how to do them well. Employees must develop the skills necessary to perform every aspect of their jobs and also be familiar with all of the store's policies and products. Self-serving is giving priority to one's own interests. Open-minded is being receptive to new or different ideas. Goal oriented is being focused on obtaining specific objectives. SOURCE: IS:006 SOURCE: HR LAP 32--Customer-Service Mindset 48. C Burnout. Burnout is a type of exhaustion that is usually caused by too much stress, which is a mental, physical, or emotional feeling of pressure or tension. When grocery store managers work in very stressful environments for long periods of time without any relief, they often experience burnout. Burnout may make it impossible for managers to continue functioning at work or even in their personal lives. If burnout is severe, managers may need to find less stressful jobs and obtain counseling. Mental, physical, or emotional abuse may cause stress and lead to burnout. Prejudice is opinion or judgment that is based on feeling or hearsay, rather than fact. Conflict is a dispute concerning attitudes, behavior, goals, etc. SOURCE: IS:019 SOURCE: pp. 216-217, Personality Development for Work . Wallace, H.R.; Masters, L.A., South-Western Educational Publishing, 7th ed., 1996. 49. B Identification. Most convenience stores sell some type of age-restricted products. Therefore, it is the responsibility of the employees to ask a customer for identification if they think the customer is under the legal age to purchase the product. Employees who do not ask for identification make themselves and the store liable for selling age-restricted products to minors. After verifying that the customer is old enough to purchase the products, an employee would obtain payment. If the customer pays with a credit card, the employee obtains authorization from the credit-card company. An employee would not ask for permission to sell age- restricted products to customers who seem to be young. SOURCE: IS:026 SOURCE: pp. 116-117, Owner's Guide to Successful Restaurant & Retail Business . Ramsey, A., Silent Publications, 1996. 50. B Performance standard. A performance standard specifies what a deli department employee is expected to achieve while carrying out the duties and responsibilities of the job. A job description might state that one of the duties is to prepare relish trays. However, specifying how many trays an employee should produce per hour is explaining the level of performance that an employee should achieve. An occupational title is the name of a specific job, such as customer-service clerk.
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