Retail Management and Visual Merchandising Quiz Exam

To assess the effectiveness of visual merchandising, we can use the metric known as the Sales Per Square Foot (SPSF). This metric is calculated using the formula: $$ \text{SPSF} = \frac{\text{Total Sales}}{\text{Total Square Footage}} $$ In this scenario, suppose a retail store has total sales of \$150,000 over a period and occupies a space of 2,500 square feet. We can substitute these values into the formula: $$ \text{SPSF} = \frac{150,000}{2,500} $$ Calculating this gives: $$ \text{SPSF} = 60 $$ This means the store generates \$60 in sales for every square foot of retail space. This metric is crucial for evaluating the effectiveness of visual merchandising strategies, as it indicates how well the space is being utilized to generate revenue. A higher SPSF suggests that the visual merchandising is effective in attracting customers and encouraging purchases, while a lower SPSF may indicate that improvements are needed in product placement, signage, or overall store layout to enhance customer engagement and sales.

To analyze customer feedback and observational studies effectively, one must consider the various methods of data collection and their implications for retail strategy. Customer feedback can be gathered through surveys, interviews, and online reviews, while observational studies involve watching customer behavior in-store. The combination of qualitative and quantitative data allows retailers to identify trends and areas for improvement. For instance, if a retailer receives feedback indicating dissatisfaction with product placement, observational studies can confirm whether customers struggle to find items. By triangulating these data sources, retailers can make informed decisions that enhance customer experience and drive sales. The final answer reflects the importance of integrating customer feedback with observational insights to create a comprehensive understanding of consumer behavior.

To determine the effectiveness of seasonal and thematic displays, we can analyze customer engagement metrics. Suppose a retail store implemented a new spring-themed display that resulted in a 25% increase in foot traffic and a 15% increase in sales over the previous month. If the store typically sees 1,000 customers in a month, the increase in foot traffic would be calculated as follows: Increase in foot traffic = 1,000 customers * 25% = 250 customers Thus, the new total foot traffic = 1,000 + 250 = 1,250 customers. Next, if the average sale per customer is $50, the previous month’s sales would be: Previous sales = 1,000 customers * $50 = $50,000 With the 15% increase in sales, the new sales figure would be: Increase in sales = $50,000 * 15% = $7,500 New total sales = $50,000 + $7,500 = $57,500. Therefore, the effectiveness of the seasonal display can be summarized as a total sales increase of $7,500, which reflects the positive impact of thematic merchandising on customer behavior.

To determine the effectiveness of a display technique, we can analyze the sales increase attributed to a specific visual merchandising strategy. Suppose a retailer implemented a new window display that cost $500 to create. After the display was installed, the retailer observed an increase in sales of $2,000 over the next month. To calculate the return on investment (ROI), we use the formula: ROI = (Net Profit / Cost of Investment) x 100 First, we find the net profit: Net Profit = Increase in Sales – Cost of Display Net Profit = $2,000 – $500 = $1,500 Now, we can calculate the ROI: ROI = ($1,500 / $500) x 100 = 300% This means that for every dollar spent on the display, the retailer earned three dollars in return, indicating a highly effective display technique. The effectiveness of display techniques in retail is crucial for driving sales and enhancing customer engagement. A well-executed display not only attracts customers but also encourages them to make purchases. Retailers must consider factors such as layout, color schemes, and product placement to maximize the impact of their visual merchandising strategies. The ROI calculation helps retailers assess the financial benefits of their display techniques, guiding future investments in visual merchandising.

To determine the best color harmony for a retail display, we need to analyze the color wheel and the relationships between colors. A complementary color scheme involves using colors that are opposite each other on the color wheel. For example, if the primary color used in the display is blue, the complementary color would be orange. This combination creates a vibrant contrast that can attract attention and enhance visual interest. In this scenario, if the display is primarily blue, the complementary color (orange) will create a dynamic visual effect. Additionally, using analogous colors (colors next to each other on the wheel, such as blue, blue-green, and green) can create a more harmonious and soothing effect. However, for a retail environment aiming to catch the eye of customers, the complementary scheme is often more effective. Thus, the best color harmony for a retail display that aims to attract attention and create a striking visual impact is the complementary color scheme.

To create effective signage, several design principles must be considered, including visibility, readability, and aesthetic appeal. Visibility ensures that the sign can be seen from a distance, which is crucial for attracting customers. Readability involves the choice of font, size, and color contrast, making sure that the text can be easily read by passersby. Aesthetic appeal relates to how well the sign fits within the overall branding and design of the retail space. For example, a sign that uses a bold font and high-contrast colors will stand out more than one that uses muted tones and small text. Therefore, the most effective signage incorporates these principles to maximize its impact on customer engagement and brand recognition.

Effective signage in retail environments is crucial for guiding customers, enhancing brand visibility, and improving the overall shopping experience. The design principles for effective signage include clarity, visibility, and relevance. Clarity ensures that the message is easily understood at a glance, while visibility involves using appropriate colors, fonts, and sizes that stand out in the retail space. Relevance means that the signage should be pertinent to the products or services offered, aligning with customer expectations and needs. For instance, a well-designed promotional sign should not only attract attention but also convey the necessary information succinctly. The combination of these principles leads to signage that not only captures attention but also drives customer behavior effectively. Therefore, the most effective signage adheres to these principles, ensuring that it serves its purpose in a retail context.

To determine the effectiveness of signage and graphics in a retail environment, we can analyze the impact of different types of signage on customer behavior. Research indicates that effective signage can increase sales by up to 20%. If a store typically generates $50,000 in monthly sales, we can calculate the potential increase in sales due to improved signage. Calculation: Potential increase = Current sales x Percentage increase Potential increase = $50,000 x 0.20 = $10,000 Thus, the new sales figure with effective signage would be: New sales = Current sales + Potential increase New sales = $50,000 + $10,000 = $60,000 Therefore, the effective signage could potentially increase the monthly sales to $60,000. In retail management, signage and graphics play a crucial role in guiding customer behavior and enhancing the shopping experience. Effective signage not only communicates essential information but also influences purchasing decisions. The strategic placement of signs can draw attention to promotions, direct customers to specific areas, and create an inviting atmosphere. Understanding the psychological impact of colors, fonts, and imagery in signage can further enhance its effectiveness. Retailers must consider the target audience and the overall brand message when designing signage to ensure it resonates with customers and drives sales.

To determine the effectiveness of mobile commerce and digital payment systems in enhancing customer experience, we can analyze a hypothetical scenario where a retailer implements a new mobile payment system. Suppose the retailer previously had a customer satisfaction score of 70% with traditional payment methods. After implementing the mobile payment system, customer satisfaction increased to 85%. To calculate the percentage increase in customer satisfaction, we use the formula: Percentage Increase = [(New Value – Old Value) / Old Value] * 100 Substituting the values: Percentage Increase = [(85 – 70) / 70] * 100 Percentage Increase = [15 / 70] * 100 Percentage Increase = 0.2143 * 100 Percentage Increase = 21.43% Thus, the percentage increase in customer satisfaction due to the mobile payment system is approximately 21.43%. This indicates a significant improvement in customer experience, showcasing the impact of adopting modern payment solutions in retail.

To evaluate the effectiveness of a visual merchandising strategy, a retailer measures the increase in sales before and after implementing the new display. Suppose the sales for a particular product category were $50,000 in the month prior to the new display and increased to $70,000 in the month following the implementation. The increase in sales can be calculated as follows: Increase in Sales = Sales After – Sales Before Increase in Sales = $70,000 – $50,000 = $20,000 Next, to find the percentage increase in sales, we use the formula: Percentage Increase = (Increase in Sales / Sales Before) * 100 Percentage Increase = ($20,000 / $50,000) * 100 = 40% Thus, the evaluation of the visual merchandising strategy shows a 40% increase in sales. This calculation is crucial for retailers as it provides a quantitative measure of the effectiveness of their visual merchandising efforts. By analyzing sales data before and after changes in display strategies, retailers can make informed decisions about future merchandising tactics. A significant increase in sales indicates that the new display has positively impacted customer engagement and purchasing behavior. Conversely, if the sales had not increased or had decreased, it would suggest that the visual merchandising strategy may need to be reevaluated or adjusted to better meet customer preferences.

To analyze the impact of e-commerce on traditional retail, we consider the following factors: the increase in online shopping, the shift in consumer behavior, and the necessity for brick-and-mortar stores to adapt. A recent study indicates that 70% of consumers prefer online shopping for convenience, while 30% still value in-store experiences. This shift means that traditional retailers must enhance their in-store experiences to attract customers. If we assume a traditional retailer has a customer base of 1,000, and 70% of them now prefer online shopping, that leaves 300 customers who still shop in-store. To maintain profitability, the retailer must increase the average transaction value of these in-store customers. If the average transaction value is currently $50, increasing it by 20% would result in an average transaction value of $60. Therefore, the total revenue from in-store customers would be 300 customers * $60 = $18,000. This calculation illustrates the necessity for traditional retailers to adapt to e-commerce trends while maximizing their in-store revenue.

To analyze the market segmentation for a new retail clothing store, we first need to identify the key demographic factors that influence consumer behavior. Let’s assume the store targets three primary segments: young adults (ages 18-25), middle-aged professionals (ages 26-45), and seniors (ages 46+). If the total market size is estimated at 10,000 potential customers, and the expected distribution based on market research is 40% young adults, 35% middle-aged professionals, and 25% seniors, we can calculate the number of potential customers in each segment. 1. Young adults: 10,000 * 0.40 = 4,000 2. Middle-aged professionals: 10,000 * 0.35 = 3,500 3. Seniors: 10,000 * 0.25 = 2,500 The total number of potential customers across all segments is 10,000, confirming our calculations. The store should focus its marketing strategies on the largest segment, which is young adults, as they represent the highest potential customer base. The correct answer is the total number of potential customers in the largest segment, which is 4,000.

In visual merchandising, the effective use of color, lighting, space, and texture can significantly influence consumer behavior and enhance the shopping experience. Color can evoke emotions and set the mood of a retail space; for instance, warm colors like red and yellow can create a sense of urgency, while cool colors like blue and green can promote calmness. Lighting plays a crucial role in highlighting products and creating an inviting atmosphere. The arrangement of space affects how customers navigate through the store, while texture adds depth and interest to displays. A well-balanced combination of these elements can lead to increased sales and customer satisfaction. Therefore, understanding how to manipulate these elements strategically is essential for successful visual merchandising.

To determine the break-even point in units for a retail store, we need to use the formula: Break-even point (units) = Fixed Costs / (Selling Price per Unit – Variable Cost per Unit). Let’s assume the following: – Fixed Costs = $50,000 – Selling Price per Unit = $100 – Variable Cost per Unit = $60 First, we calculate the contribution margin per unit: Contribution Margin = Selling Price per Unit – Variable Cost per Unit Contribution Margin = $100 – $60 = $40 Now, we can calculate the break-even point: Break-even point (units) = Fixed Costs / Contribution Margin Break-even point (units) = $50,000 / $40 = 1,250 units Thus, the break-even point for the retail store is 1,250 units. In retail management, understanding the break-even point is crucial for decision-making. It helps managers determine how many units need to be sold to cover costs, allowing for better financial planning and risk assessment. By knowing the break-even point, retailers can set sales targets, evaluate pricing strategies, and make informed decisions about inventory levels. This analysis is particularly important in a competitive market where margins can be tight, and understanding the financial implications of operational decisions can significantly impact profitability.

In retail environments, signage plays a crucial role in guiding customers and enhancing their shopping experience. Informational signage provides essential details about products, services, or store policies, while directional signage helps customers navigate the store layout. Promotional signage, on the other hand, is designed to attract attention to specific products or sales. Understanding the distinctions between these types of signage is vital for effective visual merchandising. For instance, if a store uses too much promotional signage without adequate informational or directional signs, customers may feel overwhelmed and confused, leading to a negative shopping experience. Therefore, a balanced approach that incorporates all three types of signage is essential for optimizing customer engagement and sales.

To determine the most effective store layout for maximizing customer flow and product visibility, we analyze the following factors: the total square footage of the store, the average time customers spend in the store, and the number of product categories displayed. For this scenario, let’s assume the store has a total area of 2,000 square feet, with an average customer dwell time of 30 minutes and 10 distinct product categories. To calculate the customer flow efficiency, we can use the formula: Customer Flow Efficiency = (Total Area / Number of Categories) * (Average Dwell Time / 60 minutes) Plugging in the values: Customer Flow Efficiency = (2000 sq ft / 10 categories) * (30 min / 60 min) Customer Flow Efficiency = 200 sq ft/category * 0.5 Customer Flow Efficiency = 100 sq ft Thus, the calculated customer flow efficiency is 100 square feet per category. This calculation illustrates how the layout impacts customer experience and product exposure. A well-designed layout that considers these factors can lead to increased sales and customer satisfaction. Retailers must strategically position products to enhance visibility and encourage movement throughout the store, ultimately optimizing the shopping experience.

To determine the optimal retail price for a product, we can use the formula for the retail price based on the cost and the desired markup percentage. The formula is given by: $$ \text{Retail Price} = \text{Cost} + \left( \text{Cost} \times \frac{\text{Markup Percentage}}{100} \right) $$ In this scenario, let’s assume the cost of the product is $C = 50$ and the desired markup percentage is $M = 40$. First, we calculate the markup amount: $$ \text{Markup Amount} = C \times \frac{M}{100} = 50 \times \frac{40}{100} = 50 \times 0.4 = 20 $$ Now, we can find the retail price: $$ \text{Retail Price} = C + \text{Markup Amount} = 50 + 20 = 70 $$ Thus, the optimal retail price for the product is $70. In retail management, understanding how to set the right price is crucial for maximizing profits while remaining competitive. The markup percentage reflects the retailer’s strategy to cover costs and generate profit. A markup that is too low may not cover operational expenses, while one that is too high could deter customers. Therefore, calculating the retail price using the cost and markup percentage is a fundamental skill in retail management.

To determine the most effective retail strategy for a new store opening in a competitive market, we must consider various factors including target demographics, location, and product assortment. In this scenario, the store aims to attract young professionals aged 25-35 in an urban area. The store’s management has three potential strategies: a high-end boutique approach, a discount retailer model, or a mid-range department store concept. After analyzing the market, it is found that the average income of the target demographic is $60,000, and they prioritize quality and brand reputation over low prices. Therefore, the high-end boutique approach aligns best with their preferences, as it offers unique products and a personalized shopping experience. The discount model, while appealing to price-sensitive consumers, would not resonate with this demographic’s values. The mid-range department store could attract some customers but lacks the exclusivity that the target market desires. Thus, the most effective strategy is the high-end boutique approach, which is likely to yield higher customer satisfaction and loyalty, ultimately leading to increased sales and brand recognition.

Visual merchandising is a strategic practice that involves the presentation of products in a retail environment to enhance the shopping experience and drive sales. The primary objectives of visual merchandising include attracting customers, communicating the brand message, and encouraging purchases through effective product placement and display techniques. By utilizing elements such as color, lighting, layout, and signage, retailers can create an engaging atmosphere that not only showcases products but also tells a story about the brand. For instance, a well-designed window display can draw customers into the store, while an organized layout can facilitate easier navigation and product discovery. Ultimately, the goal is to create a visually appealing environment that resonates with the target audience and aligns with the overall marketing strategy. Therefore, the definition and objectives of visual merchandising are crucial for retailers aiming to optimize their sales potential and enhance customer satisfaction.

In the recruitment and selection process for retail management, it is essential to evaluate candidates not only on their qualifications but also on their fit within the company culture and their ability to contribute to the overall customer experience. A well-structured recruitment process typically involves several stages: job analysis, sourcing candidates, screening applications, conducting interviews, and making the final selection. Each stage requires careful consideration of various factors, including the skills needed for the role, the values of the organization, and the expectations of the customers. For instance, if a retail store is looking for a sales associate, they might prioritize candidates who demonstrate strong interpersonal skills, a customer-centric attitude, and the ability to work in a fast-paced environment. The selection criteria should align with the store’s brand image and customer service philosophy. Additionally, incorporating behavioral interview techniques can help assess how candidates have handled situations in the past, providing insight into their potential future performance. Ultimately, the goal is to select individuals who not only meet the technical requirements of the job but also embody the spirit of the brand, ensuring a cohesive team that enhances the customer experience.

To determine the effectiveness of an e-commerce platform for a retail business, we can analyze key performance indicators (KPIs) such as conversion rate, average order value (AOV), and customer acquisition cost (CAC). Let’s assume a retail business has the following metrics over a month: 10,000 visitors, a conversion rate of 2%, an AOV of $50, and a CAC of $20. First, we calculate the number of conversions: Conversions = Visitors × Conversion Rate = 10,000 × 0.02 = 200 conversions. Next, we calculate the total revenue generated: Total Revenue = Conversions × AOV = 200 × $50 = $10,000. Now, we calculate the total cost of acquiring customers: Total CAC = Conversions × CAC = 200 × $20 = $4,000. Finally, we can assess the profit by subtracting the total CAC from the total revenue: Profit = Total Revenue – Total CAC = $10,000 – $4,000 = $6,000. Thus, the effectiveness of the e-commerce platform can be summarized by the profit generated, which is $6,000.

To determine the impact of retail technology on customer engagement, we can analyze a hypothetical scenario where a retailer implements a new customer relationship management (CRM) system. This system allows for personalized marketing, which is expected to increase customer engagement by 25%. If the current engagement level is measured at 40%, we can calculate the new engagement level as follows: Current Engagement Level = 40% Increase in Engagement = 25% of 40% = 0.25 * 40 = 10% New Engagement Level = Current Engagement Level + Increase in Engagement New Engagement Level = 40% + 10% = 50% Thus, the new customer engagement level after implementing the CRM system would be 50%. This demonstrates how retail technology can enhance customer interactions and improve overall engagement metrics. The implementation of retail technology, such as CRM systems, plays a crucial role in modern retail management. By leveraging data analytics and personalized marketing strategies, retailers can create tailored experiences for their customers. This not only fosters loyalty but also drives sales by ensuring that marketing efforts resonate with the target audience. The increase in engagement levels can lead to higher conversion rates, as customers are more likely to respond positively to personalized offers and communications. Therefore, understanding the quantitative impact of such technologies is essential for retailers aiming to optimize their customer engagement strategies.

To calculate the Sales Per Square Foot (SPSF), we use the formula: SPSF = Total Sales / Total Selling Area. Assuming a retail store has total sales of $500,000 and a selling area of 2,500 square feet, the calculation would be: SPSF = $500,000 / 2,500 = $200. This metric is crucial for assessing the efficiency of a retail space. A higher SPSF indicates that the store is generating more revenue per square foot, which can suggest effective merchandising, optimal product placement, and a well-targeted customer base. Retailers often use this KPI to compare their performance against industry benchmarks or competitors. If a store’s SPSF is significantly lower than the average for its category, it may indicate issues such as poor inventory management, ineffective visual merchandising strategies, or a need for a more engaging customer experience. Therefore, understanding and optimizing SPSF is essential for retail managers to enhance profitability and make informed decisions regarding store layout and product offerings.

In retail environments, lighting plays a crucial role in enhancing the shopping experience and influencing consumer behavior. Ambient lighting provides overall illumination, creating a comfortable atmosphere. Task lighting focuses on specific areas to assist with activities such as reading labels or examining products closely. Accent lighting is used to highlight particular items or displays, drawing attention to them and creating visual interest. For example, in a clothing store, ambient lighting would illuminate the entire space, task lighting might be used in fitting rooms to help customers see themselves clearly, and accent lighting could spotlight a new collection or a promotional display. Understanding the interplay between these types of lighting is essential for effective visual merchandising. The correct answer is option a) because it encompasses the comprehensive understanding of how these lighting types work together to enhance the retail environment, rather than focusing on just one aspect.

To determine the effectiveness of signage and graphics in a retail environment, we can analyze a scenario where a store implements new signage. Suppose the store had an average foot traffic of 500 customers per day before the signage change. After implementing new, eye-catching graphics and directional signs, the foot traffic increased to 700 customers per day. To calculate the percentage increase in foot traffic, we use the formula: Percentage Increase = [(New Value – Old Value) / Old Value] * 100 Substituting the values: Percentage Increase = [(700 – 500) / 500] * 100 Percentage Increase = [200 / 500] * 100 Percentage Increase = 0.4 * 100 Percentage Increase = 40% Thus, the signage and graphics led to a 40% increase in foot traffic, demonstrating their significant impact on customer attraction. The effectiveness of signage and graphics in retail is crucial as it not only guides customers but also enhances the overall shopping experience. Effective signage can communicate promotions, direct customers to specific areas, and create an inviting atmosphere. In this scenario, the 40% increase in foot traffic indicates that the new signage successfully captured the attention of potential customers, leading to increased engagement and potentially higher sales. Retailers must continuously evaluate and adapt their signage strategies to maintain customer interest and optimize store layout.

To determine the most effective store layout for maximizing customer flow and product visibility, we need to analyze the characteristics of different layouts. The grid layout is often used in grocery stores and pharmacies, allowing for efficient use of space and easy navigation. The racetrack layout, also known as a loop layout, encourages customers to explore the entire store by guiding them along a circular path. The free-form layout, which is more common in boutiques, creates a relaxed shopping experience but can lead to less efficient use of space. Finally, the spine layout combines elements of both grid and racetrack, providing a central aisle with merchandise on either side. In this scenario, the racetrack layout is identified as the most effective for a department store aiming to increase customer engagement and sales. This layout encourages customers to traverse the entire store, increasing exposure to various product categories. Therefore, the answer is the racetrack layout, which is option a).

Cultural influences on visual merchandising play a crucial role in how products are presented and perceived by consumers. For instance, in a multicultural society, a retailer must consider the diverse cultural backgrounds of its customers when designing displays. This includes understanding color symbolism, seasonal celebrations, and traditional shopping behaviors that vary across cultures. For example, while red may symbolize good fortune in Chinese culture, it could represent danger or caution in Western contexts. Therefore, a successful visual merchandising strategy must incorporate these cultural nuances to resonate with the target audience effectively. By aligning visual displays with cultural values and preferences, retailers can enhance customer engagement and drive sales.

To determine the effectiveness of a brand management strategy, we can analyze the brand equity, which is often measured through customer loyalty, perceived quality, and brand associations. In this scenario, a retail brand has invested $200,000 in marketing efforts aimed at enhancing brand recognition and customer loyalty. After one year, customer surveys indicate a 30% increase in brand loyalty and a 25% increase in perceived quality. To quantify the impact, we can assign a value to these increases. If we assume that brand loyalty contributes 60% to overall brand equity and perceived quality contributes 40%, we can calculate the overall increase in brand equity as follows: Brand Equity Increase = (Investment * Loyalty Increase * Loyalty Contribution) + (Investment * Quality Increase * Quality Contribution) Brand Equity Increase = ($200,000 * 0.30 * 0.60) + ($200,000 * 0.25 * 0.40) Brand Equity Increase = ($200,000 * 0.18) + ($200,000 * 0.10) Brand Equity Increase = $36,000 + $20,000 Brand Equity Increase = $56,000 Thus, the overall increase in brand equity due to the brand management strategy is $56,000.

To determine the most effective recruitment strategy for a retail store, we need to analyze the potential impact of various methods on the quality of hires. Let’s assume the store has a budget of $10,000 for recruitment. If they allocate 40% to online job postings, 30% to recruitment agencies, 20% to job fairs, and 10% to employee referrals, we can calculate the expected outcomes based on industry averages. – Online job postings: $10,000 * 0.40 = $4,000 – Recruitment agencies: $10,000 * 0.30 = $3,000 – Job fairs: $10,000 * 0.20 = $2,000 – Employee referrals: $10,000 * 0.10 = $1,000 Research indicates that employee referrals often yield the highest quality candidates, with a success rate of 70%, while online postings yield a 50% success rate, recruitment agencies yield 40%, and job fairs yield 30%. Calculating the expected number of successful hires from each method: – Online job postings: $4,000 * 0.50 = $2,000 – Recruitment agencies: $3,000 * 0.40 = $1,200 – Job fairs: $2,000 * 0.30 = $600 – Employee referrals: $1,000 * 0.70 = $700 Adding these together gives us the total expected successful hires: $2,000 + $1,200 + $600 + $700 = $4,500 Thus, the most effective recruitment strategy, based on this analysis, would yield an expected total of 4,500 successful hires.

To understand the impact of branding on customer loyalty, we can analyze a hypothetical retail scenario. Let’s assume a brand has a customer loyalty score of 80% due to its strong branding efforts. If the brand invests in a new marketing campaign that enhances its brand image, we can expect an increase in customer loyalty. Research indicates that a well-executed branding strategy can increase customer loyalty by approximately 10-15%. For this scenario, we will calculate the new customer loyalty score assuming a 12% increase. Current customer loyalty score = 80% Increase in loyalty = 12% of 80 = 0.12 * 80 = 9.6 New customer loyalty score = Current score + Increase New customer loyalty score = 80 + 9.6 = 89.6 Thus, the new customer loyalty score is approximately 90% when rounded.