Deck 16: Managing the Store

Question 1

Which of the following would be a good question to consider in a job analysis for a salesperson?

A)When and how often will the buyer be involved in markdowns?
B)Are vendors involved in training?
C)Will customers know who is responsible for the assortments?
D)What types of compensation plans will be offered?
E)What special events will take place?

Answer 1

D
Explanation: There are many questions that managers use when undertaking a job analysis of store employees.

Question 2

Democratic leaders make all the decisions on their own and then announce them to employees.

Answer 2

False
Explanation: Autocratic leaders make all decisions on their own and then announce them to employees.

Question 3

The behavioral interview asks candidates how they handled actual situations they have encountered in the past.

Answer 3

True
Explanation: Behavioral interview questions are questions interviewers will ask candidates to access how they have handled circumstances in the past which could predict how they handle work related conflicts and opportunities in the future.

Question 4

How do managers obtain the information needed for a job analysis?

A)Managers observe employees in other retail firms and see how they do their job.
B)They read books with typical job analyses in them.
C)Managers collect information by conducting exit interviews which offer insight into the job.
D)The information is obtained from observing successful retailers' employees.
E)Employees traditionally use their experience to write the job analysis.

Question 5

The largest cost that store managers are responsible for controlling is ____.

A)vendor fees
B)advertising
C)labor
D)rent
E)special events

Question 6

The first step in the employee management process is recruiting and selecting employees.

Question 7

The four major responsibilities of a store manager are managing employees,controlling costs,managing merchandise presentation and providing customer service.

Question 8

The Fair Labor Standards Act prohibits unequal pay for men and women who perform equal work or work of comparable worth.

Question 9

Transformational leaders get people to go beyond their personal needs for the sake of the group or organization.

Question 10

Rewards provided by either the employee's manager or the firm such as compensation,promotion and recognition are called intrinsic rewards.

Question 11

Lizette managed to secure a loan of $50,000 to furnish her auto insurance business office and cover the first few paychecks of her three full-time employees.What should Lizette do to hire the best employees without a risk of high turnover?

A)screen employees for experience
B)undertake a job analysis
C)advertise the position in insurance publications
D)train the new employees herself
E)limit applications to high profile,high impact managers

Question 12

Autocratic leaders seek information and opinions from employees and bases decisions on this information.

Question 13

Lee just signed a lease for her lunch delivery business and is now ready to become involved in the employee management process of her business plan.What should Lee do first?

A)reduce maintenance and energy costs of her location
B)recruit and select effective people
C)advertise her business
D)display merchandise
E)plan a special event

Question 14

Which of the following is NOT a step that managers take that will affect a store employee's productivity?

A)motivate employees to perform at higher levels
B)evaluate and reward employees
C)improve employees' skills through socialization and training
D)encourage employees' communication with buyers
E)recruit and select effective people

Question 15

Geoff was conducting a job analysis for stocker positions in his grocery store.Geoff is concerned about what stockers do when business is low and what additional responsibilities are covered by the current stockers during these slower times.What should Geoff consider when doing the analysis?

A)Geoff should watch the present stockers and note when they take breaks and the length of the breaks.
B)Geoff should pay close attention to the stockers' time cards for falsification.
C)Geoff should ask the cashiers in the store what they witness the stockers doing during the off-peak hours.
D)Geoff should observe what the stockers do when business is slow and what they do in addition to stocking the shelves.
E)Geoff should ask customers what they would like stockers to do during off peak times.

Question 16

Candy is the store manager for Flippers,a pet store specializing in tropical fish.She needs to hire a full-time salesperson.What should she do first?

A)set up the guidelines she will use to recruit,select,train,and evaluate the new salesperson
B)visit other stores and look at how their employees treat customers
C)look at the worst employees and determine what characteristics make them ineffectual workers
D)ask the opinions of the store's long-time customers
E)identify essential activities that need to be performed and the qualifications used to perform them effectively

Question 17

Which of the following is the major cost controlled by a store manager?

A)vendor fees
B)advertising on local radio
C)compensation and benefits for employees
D)socialization of new employees
E)special events

Question 18

The job description identifies essential activities and is used to determine the qualifications of potential employees.

Question 19

What is the first step in the employee management process?

A)recruiting and selecting
B)training employees
C)motivating employees
D)evaluating employees
E)discussing compensation

Question 20

Which of the following is a good technique for conducting a job analysis?

A)hold a focus group containing employees with little seniority
B)follow the federal government guidelines
C)ask people who do not normally perform the tasks being analyzed how they would perform them
D)gather secondary competitive data on job analyses at similar positions
E)observe efficient employees performing tasks that need to be analyzed

Question 21

In _____________,employees are assigned a job,given responsibilities,and coached by their supervisors.

A)structured training program
B)mentoring
C)leadership development
D)on-the-job training
E)special training

Question 22

Which of the following contains information about the applicant's employment history,previous compensation,reasons for leaving previous employment,education and training,personal health,and references?

A)job preview
B)testing
C)job application
D)references
E)interview

Question 23

Orientation programs ____________.

A)may actually hasten turnover as a new employee learns more about the organizational culture
B)are required by the EEOC
C)are excellent sources of performance evaluation information
D)should not last longer than one day,or they become ineffective
E)are critical to the socialization of a new employee

Question 24

Donna 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 will be used for all BUT _____________.

A)recruiting new sales help
B)training both experienced and inexperienced retail salespeople
C)helping her select the person most suited to the retailing job that needs to be filled
D)evaluating the sales performances of her employees
E)compensating employees

Question 25

The principal objective of employee socialization is to ________.

A)make the screening process faster
B)increase turnover
C)make on-the-job training unnecessary
D)orient new employees to the firm
E)prevent the creation of employee bonds

Question 26

On the first day of his new job,Mackey learned the company policies,basic selling skills and stockroom procedures with the use of videos,audio-visual presentations and manuals.Mackey is receiving what type of training?

A)orientation training
B)socialization training
C)structured program training
D)on-the-job training
E)presentation training

Question 27

Garrett can't seem to find anyone to hire for a front-line person in his McDonald's franchise.What would be the most effective way to get out of his recruiting "slump"?

A)advertise in the local paper for front-line personnel
B)offer his current staff $100 for the best candidate referral that turns into a hire
C)advertise on Monster.com
D)put a "help wanted" sign outside of the restaurant
E)put a "help wanted" sign in the restaurant by the registers

Question 28

Which of the following is TRUE about references?

A)References can screen up to 15% of applicants.
B)References are used to provide insight about how hard potential employees will work.
C)References provide information about the employee's history and personal health.
D)References are a good way to verify information given on an application form.
E)References involve interviews with the applicant.

Question 29

Randy applied for a position as a butcher's assistant at a nearby supermarket.After he completed his application,the manager showed him a video reviewing the responsibilities of an assistant to the butcher.After viewing that,Randy felt sick and told the manager he didn't want the job.This screening technique is called _______.

A)an interview
B)a reference
C)testing
D)a job preview
E)an application

Question 30

The turnover for the custodial host position at the local department store was high and the department managers were beginning to complain to Gina,the store manager.There was no lack of applications,and the pay was comparable to other stores,yet those who took the position stayed no longer than a week.Exit interviews revealed that employees felt the job's responsibilities were not what they expected.Which of the following would you suggest Gina do to reduce the turnover?

A)accept more applications by reducing the standards
B)insist that each applicant takes a drug test within 48 hours of applying
C)check references
D)show a video about the responsibilities of the custodial host
E)ask if they have plans to stay at the job for a brief time during the interview

Question 31

A typical application form would be LEAST likely to provide information about the applicant's ___________.

A)education and training
B)personal health
C)references
D)character
E)previous employment

Question 32

Title VII of the Civil Rights Act __________.

A)prohibits employers from engaging in unfair labor practices
B)has never been modified since it was passed in 1964
C)is the result of a retailer being sued
D)prohibits discrimination on the basis of race,age,color,national origin,and religion
E)forbids random drug testing

Question 33

What is wrong with asking the question: Are you prepared to work as a team when unloading deliveries?

A)It has nothing to do with the job.
B)It is a leading question.
C)It is a question that can lead to multiple parts.
D)It's illegal to ask.
E)It is an unethical question.

Question 34

What is the benefit of using realistic job previews when screening job applicants?

A)to decrease employee turnover
B)to increase investment in new employee training
C)to monitor the validity of testing tools
D)to socialize new employees
E)to provide meaningful orientations for newly hired employees

Question 35

A __________ includes the activities an employee needs to perform and the firm's performance expectations expressed in quantitative terms.

A)task narration
B)task specification
C)store criterion
D)job analysis
E)job description

Question 36

Which of the following statements about the job interview is TRUE?

A)The most commonly used job interview is the benefit interview.
B)The interview should utilize multiple part questions.
C)The interviewer should encourage long responses by asking open ended questions.
D)The interviewer should ask leading questions.
E)Interviewers should not plan interviews because they are only effective when they are spontaneous.

Question 37

Which of the following would be inappropriate to ask at an interview?

A)Why do you want to leave your present job?
B)Where were your parents born?
C)How did you spend summers during college?
D)What kind of people do you find it difficult to work with?
E)What would you do with someone on your job made a racial slur?

Question 38

Robyn,a human resources manager for Kohl's,was thrilled to have recently hired a new department manager for her store.Of all of the important work involved with training the new manager and getting her started on the right foot,what would be the best way to start the process?

A)Evaluate her past performance to be able to determine her current level of training.
B)Set up her payroll direct deposits.
C)Introduce her to the retailer's philosophies and its policies.
D)Give her the management responsibilities and coach her throughout her training process.
E)Gather her personal information for her investment and retirement purposes.

Question 39

As a new employee of an office supply superstore,Kevin has been told he will receive structured training.What does this mean?

A)Kevin will learn from his mistakes by performing his job in a store.
B)Kevin will be fired if he makes a mistake once he is at the job site.
C)Kevin will be in the initial training process for at least one year.
D)Kevin will likely attend lectures and audiovisual presentations with other new employees to learn company policies and basic selling skills.

Question 40

Which of the following statements about the use of testing in the screening process is true?

A)Affirmative action laws require that everyone be given an honesty test.
B)Most companies use lie detector tests to assess applicants' honesty.
C)Testing can only be used as a part of the screening process when it can be proved the test scores are directly related to job performance.
D)Testing programs are good ways to encourage socialization.
E)Testing programs are typically part of new employee orientation.

Question 41

Employee performance improves when employees feel that _________.

A)the goals are easy to accomplish
B)the goals are very challenging
C)better performance will lead to a decrease in the hours they will have to work
D)their efforts will enable them to achieve the goals set for them by their managers
E)there will be a reward of some kind determined after the goals are achieved

Question 42

Which of the following is an example of a group maintenance behavior?

A)decorating the break room for holidays
B)walking around the department to check on its appearance
C)determining who will have to work overtime next week
D)evaluating the performance of a new employee
E)planning a training session on the prevention of shoplifting

Question 43

Mindy manages 300 employees at a Walmart Supercenter.Each day,she leads the employees in the Walmart cheer,creates excitement and "goes the extra mile" with her employees and customers.Shopping in her store is always an enjoyable experience with enthusiastic sales help,contests and demonstrations.It could be said that Mindy is a ___________ leader.

A)relationship-oriented
B)transcendental
C)task-oriented
D)transactional
E)transformational

Question 44

According to researchers,which is the most effective leadership style for store managers?

A)task-oriented
B)democratic
C)autocratic
D)relations-oriented
E)there is no one most effective leadership style

Question 45

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?

A)improve employee morale
B)create in-store socialization
C)improve selling skills
D)rely solely on extrinsic rewards
E)eliminate negative performance appraisals

Question 46

Sales are poor at the Kirt's Bathing Suit Store in Alaska and Kirt's sales team is suffering from low morale.What can Kirt do to increase morale?

A)quickly notify vendors to reduce the size of orders placed
B)fire the salesperson with the lowest sales average and morale will naturally improve
C)take more time to talk to employees about their weekend activities
D)talk to employees about sales goals and reward those achieving the goal with $100
E)talk to a consultant about improving marketing tactics

Question 47

An autocratic manager would be most likely to __________.

A)ask employees if any wanted to volunteer to work overtime
B)delegate to employees the right to handle customer complaints
C)consult employees before scheduling a storewide sale
D)asks employees which department they would like to work in
E)tell employees they will have to work late Friday night to get ready for a weekend sale

Question 48

Which of the following is an example of a task performance leader behavior?

A)holding meeting to build team morale
B)offering to help an employee with personal problems
C)sending an employee who is hospitalized a get-well card
D)determining next week's work schedule

Question 49

Connor knew a popular celebrity was planning a shopping spree in his store that day and needed a personal shopper to accompany her.Normally,Connor plays this role,but instead,he trusted a reliable store associate to manage the visit.Connor would be available in the store should there be a problem,but the exciting opportunity was to be handled by the associate.What type of leader was Connor?

A)task-oriented
B)crowd-pleasing
C)transactional
D)relationship-oriented
E)transformational

Question 50

The process whereby one person attempts to influence another to accomplish some company goal or goals is called ________.

A)authority
B)leadership
C)responsibility
D)power
E)chain of command

Question 51

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 effect her employees.

A)task-oriented
B)democratic
C)autocratic
D)dogmatic
E)job-directed

Question 52

Chris needs to set a sales goal for Joan,a sales associate working for her.Joan is very confident in her abilities and is one of the best salespeople in the department.Chris should give Joan a goal that is __________.

A)the same as the goals for all other associates in the department
B)low enough so Joan has a good chance of meeting the goal
C)at the level of the average associate in the department
D)at a level Joan will have to work to achieve it
E)the same goal Joan had last year

Question 53

___________ are those activities store managers undertake to make sure that employees are satisfied and work well together.

A)Task performance behaviors
B)Group maintenance behaviors
C)Democratic leader behaviors
D)Leadership development
E)Succession planning

Question 54

Leaders who make all decisions on their own and then announce them to employees would be considered a(n)______________ leader.

A)socialistic
B)democratic
C)autocratic
D)autonomous
E)behavioral

Question 55

Clarissa's department had the worst sales performance in months.She was confident that she had quality merchandise and satisfied employees,so she should concentrate her efforts on _______.

A)hiring mature employees
B)group maintenance behaviors
C)task performance behaviors
D)autocratic behaviors
E)making better decisions on assortment

Question 56

What type of leader gets people to transcend their personal needs for the sake of the group or the organization?

A)transformational
B)transcendental
C)relationship-oriented
D)transactional
E)task-oriented

Question 57

Cindy was proud to be the assistant manager of the lumber department of a home improvement center.She supervised twelve full-time men and two part-time high school boys.Early one Monday,she was closing a contractor sale and one of her employees slapped her on her behind to congratulate her for handling the account so well.Cindy should consider this incident as _______.

A)sexual overtones
B)sexual harassment
C)employee camaraderie
D)team work
E)morale building

Question 58

When setting goals for sales associates in a department,the manager should _______.

A)set goals for each associate based on their confidence and experience
B)set goals so that all of the associates will achieve them
C)set stretch goals so very few sales associates will achieve them
D)not establish specific goals
E)set the same goals for each associate

Question 59

Jim,a department manager,is about to set a sales goal for Marsha,a sales associate he just hired.Marsha does not have much experience but is interested in developing her skills.Jim should set Marsha's goal to be ________.

A)at a level Marsha will probably not achieve it so it will work as an incentive
B)low enough so Marsha has a good chance of meeting the goal
C)the same as the goals for all other associates in the department
D)at the same level as the best associate in the department
E)at a level of the average associate in the department

Question 60

Anita is a store manager who wants no employee input when she is making decisions about how the store should be operated.She makes all decisions by herself.What kind of a manager is Anita?

A)task-oriented
B)democratic
C)autocratic
D)relations-oriented
E)people-skilled

Question 61

How are drawing accounts used?

A)to provide a steadier income for salespeople who work on commission
B)to motivate employees who receive a straight salary
C)to attract salespeople who are willing to sell low-margin items
D)to reward the best salespeople in each department
E)to pay employees for performing customer service activities

Question 62

_________ is the redesign of a job to include a greater range of tasks and responsibilities.

A)intrinsic rewards
B)extrinsic rewards
C)job enrichment
D)compensation

Question 63

Even though Veronica has not performed well as a sales associate,she got excellent ratings on her performance appraisal because one week before she was evaluated,she made a $35,000 sale to the city water department.This is an example of _____.

A)haloing
B)imaging
C)leniency
D)attributing
E)recency

Question 64

A __________ is a target level used to motivate and evaluate performance.

A)quota
B)straight commission
C)compensation plan
D)group goal
E)draw

Question 65

_______________ are provided by either the employee's manager or the firm with compensation,promotion or recognition.

A)Expensive rewards
B)Extrinsic rewards
C)External rewards
D)Intrinsic rewards
E)Internal rewards

Question 66

What is a disadvantage associated with an incentive compensation plan?

A)It does not develop employee loyalty.
B)It offers flexibility in assigning workers to jobs other than the one for which they were hired.
C)It rewards employees directly for providing customer service.
D)It cannot be used as a motivator.
E)It increases a retailer's fixed costs.

Question 67

Angel's oldest associate Betty complained that she was bored and was thinking of looking for a different job.Instead of letting her go,Angel decided to utilize her life experience and asked Betty if she would be responsible for organizing departmental social events and the weekly visual displays.This suggestion,giving Betty a task she would enjoy doing,would be an example of ______.

A)intrinsic rewards
B)extrinsic rewards
C)job enrichment
D)compensation

Question 68

The ________,now enforced by the Equal Employment Opportunity Commission (EEOC),prohibits unequal pay for men and women who perform equal work or work of comparable work.

A)Fair Labor Standards Act
B)Equal Pay Act
C)Disparate Impact
D)Discrimination and Employment Act
E)Americans with Disabilities Act

Question 69

Which of the following typically determines the amount and type of compensation paid by an employer?

A)organizational cultural
B)market conditions in which the organization is operating
C)historical tradition of organization
D)organization's span of management
E)organization's mission statement

Question 70

Mercer was getting bored with his job as a sales clerk in the home department until his manager gave him responsibility for training a new salesperson in his area which he likes to do.This is an example of _______.

A)management by objective
B)the unity of command principle
C)an intrinsic reward
D)an extrinsic reward
E)management by exception

Question 71

Which of the following is an example of an intrinsic reward that might be received by the leading salesperson in the retail shoe department?

A)a promotion to assistant manager
B)a bonus of $50.00
C)a gift of a new pair of shoes
D)recognition at the store's holiday party
E)feeling satisfied at the end of the day

Question 72

Who should evaluate the performance of a sales associate in the automotive department?

A)the store's quality representative
B)the automotive department manager
C)the human resource manager
D)the store managers
E)the operations manager

Question 73

Nick works for an electronics store.His entire compensation is based on an 8 percent commission he is paid on all the sales he makes minus merchandise returns.This is an example of a(n)________.

A)straight salary plan
B)quota-bonus plan
C)salary plus bonus plan
D)incentive compensation plan
E)commission minus trade allowance plan

Question 74

A quota-bonus plan is for when ___________.

A)an employee performance exceeds the quota
B)employees receive a weekly check based on their annual income
C)an employee has a salary plan based solely upon performance
D)productivity is poor
E)there is no other incentive

Question 75

In order to motivate its employees,Dillards department store has set performance goals for its employees.If an employee exceeds his or her daily performance goals,he or she will receive a bonus.This compensation method is called a _____.

A)straight bonus plan
B)functional allowance
C)task-oriented plan
D)participative allowance
E)quota-bonus plan

Question 76

The Fair Labor Standards Act of 1938 does all of the following EXCEPT _____.

A)limit maximum work hours
B)set child labor standards
C)set overtime pay provisions
D)establish minimum wages
E)prohibits discrimination

Question 77

What is the major DISADVANTAGE of a straight salary plan?

A)It is expensive to administer.
B)It increases a retailer's variable costs.
C)Many employees have trouble understanding a straight salary plan.
D)It makes it very difficult for a retailer to assign employees to activities other than the one for which they were hired.
E)It does not directly relate pay incentives to productivity.

Question 78

Norman was recognized as the best Albertons' employee of the year.His name,along with the names of other winners,is engraved on a plaque that is prominently displayed in the store.This is an example of _____.

A)job enrichment
B)an intrinsic reward
C)management by objective
D)an extrinsic reward
E)management by exception

Question 79

The evaluation error made when a manager forms an overall opinion of an employee's performance and allows this opinion to influence the ratings of all other performance factors is called a/an ________.

A)attribute
B)halo
C)image
D)currency
E)recency

Question 80

What is considered the largest store operating expense?

A)inaccurate records
B)shoplifting
C)employees
D)utilities
E)rent