Customer Service Exam Preparation Chapter Three

Total gross sales generated during a specific reporting period for a department or store.

The average sale metric is an indication of how much each customer buys. Average Sales=Total Sales Value/Total Number of Transactions

An aim for the future; one of the greatest motivators for people is to have meaningful goals to work toward. This includes both businesses and personal goals. Goals give us focus, motivation, clarity, and direction. They help us learn and grow and perhaps even accomplish things we never thought possible.

Each department makes a contribution to the store's financial plan and helps the store meet it's sales goals. Each department also receives a plan and is responsible for its own sales goals.

Planning or goal setting to help stores reach their sales or productivity goals. It includes a sales plan, merchandise plan, and store and department plans.

A seasonal merchandise plan explains how to achieve the sales plan. It shows the amount of merchandise in stock at the beginning of each month in the season.

The total number of customer transactions completed by a store or department during a specific reporting period.

When a person recommends someone based on his or her experiences with the person or when someone recommends another person for a task or service.

The percentage of items sold that were returned by customers during a specific period of time for each department and store. Lowering the return percent increases sales and profit. A high return percent indicates that customers may not be receiving proper assistance with their purchases or that the products are unsatisfactory.

Managers set daily, weekly, and monthly sales goals to give their salespeople direction. Goals should be realistic and should reflect the planned sales for your department. Sales Goals=Projected Sales per Hour X Number of Hours Schedules to Work

Managers set daily, weekly, and monthly sales goals to give their salespeople direction. Goals should be realistic and should reflect the planned sales for your department. Sales Goals=Projected Sales per Hour X Number of Hours Scheduled to Work

A measure of sales productivity and provides a measure for comparing sales volume for the store and the staff. Sales per Hour=Total Sales Value/Total Hours Worked

Goals that are specific, measurable, achievable, results-oriented, time-based.

A plan that details the planned sales volume by department and compares those numbers to actual sales this year and last year.

What a company offers that differentiates it from other retailers who offer the same or similar products or services.