Nina Works for a Regional Department Store

question 29

Multiple Choice

Nina works for a regional department store. At least once a week, she visits a store in the chain and pretends to be a customer. Once she leaves the store, she records her impressions of the store's sales associates and how she was treated. Sales associates who did an above average job handling Nina's sometimes difficult requests receive a small bonus. Nina is a(n) :

• A) mystery shopper
• B) incognito customer
• C) retail inspector
• D) store employee scanner
• E) store observer

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Definitions:

Density

In a social context, it refers to the concentration of people in a given area. In a physical context, it denotes the mass of a substance per unit volume.

Customer Contamination

The negative impact on a potential customer's perception of a product or service due to the presence or behavior of other customers.

Upscale Boutique

A retail outlet that offers high-end, fashionable, and often expensive products in a unique, curated shopping environment.

Word-of-Mouth Effects

The impact of person-to-person communication on the attitudes, beliefs, and behaviors of individuals regarding products, services, or ideas.