Making SMART goals is important. SMART stands for

Specific/Measurable/Achievable/Results-Oriented/Time-Based

Several/Multiple/Active/Reasonable/Tested

Stinging Jinx/Magic/Abracadabra/Revelio/Tarentallegra

Sales-Oriented/Money-Oriented/Absolute/Ready/Trusted

Which of the following is a SMART goal?

"I will increase my monthly sales volume by 20% by the end of March."

"I will increase my sales volume until my manager is happy with my performance."

"I will increase my monthly sales volume every month."

A cashier at the Pharmaid decides to buy a candy bar to eat during break. According to the personnel policy shown, how should the cashier pay for the candy?

Ask someone else to ring up the candy after the break begins

Pay for the candy after the break is over

Use another employee’s discount card to buy the candy

Ring up the candy himself before the break begins

To assist your customers in a personal way, you should become familiar with:

Resources in and near your store

Entertainment centers and movie theaters in the district

Their relatives, special friends, and loved ones

Dining and day care near the store

When customers request any of the service “extras” your store offers:

Make a note in your client record system so you can provide more personalized service when those customers return in the future

Tell them that you will call someone else to take care of them since you are busy

Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time

Tell them they’ll have to contact Customer Service for further information.

Small kindnesses to your customers may include:

Bringing merchandise to an older or disabled customer while he sits down

Letting the customer make a local call to verify appropriateness or preference

Telling a customer about a lounge where she may tend to her baby’s needs

Consolidating many small packages into one large shopping bag

A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer’s questions. Another associate overhears the customer and offers to help. Which of these should the first associate do?

Accept the offer of help & listen to the answers to the customers questions.

Politely refuse the help and try to answer the customers questions anyway.

Ignore the other associate, who probably only wants the commission on the sale.

Let the other associate help the customer and look for another customer to help.

You are with a customer and completing a sale. The phone rings and you’re supposed to answer phone calls within 3 rings. What do you do?

Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.

Answer the phone and continue to help the customer at the store at the same time.

Put the caller on hold, excuse yourself, and go find another sales associate to handle the call.

Excuse yourself, answer the phone, and ask the caller if you can call him/her back.

The most common workplace injuries are:

Injuries due to workplace violence

Injuries due to improper lifting

A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?

“Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”

“Would you like to purchase any accessories with that skirt?”

“We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”

“How much are you planning to spend?”

A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?

Acknowledge the mark, take the item back to the store, and exchange it for a new one.

Suggest that the customer return to the store to receive a discount on the item

Thank the customer for the purchase and go back into the store.

Acknowledge the scratch mark and tell the customer that it is not noticeable.

A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?

Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems

Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.

Write down the customers' information so each can be sent a satisfaction survey at the end of the month.

Write down the customers' information and remember to thank them for their purchases the next time they come into the store.

What question do you ask to get feedback to see if the computer software met expectations of the customer?

How has the software worked for what you were using it for?

What new features have you used?

Did you have installation problems?

Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?

We do not offer installation services, but I will give you the number of a company that will come install the set for you.

I am sorry for the misunderstanding, but we do not install these items.

Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.

We offer installation on some items, but washers and dryers are not included.

During a slow business period, an associate sees a new hire having trouble answering a customer’s questions. The customer is ready to leave. What should that associate do?

Approach them and ask “Can I help answer any questions”?

Alert the manager that the new hire needs help

Step in and say, “here, let me help”, then ring the sale

Watch without interrupting and advise the new hire after the customer leaves

A fitness center’s soft drink machine has been empty for two weeks. When the delivery person arrives to refill the machine, the fitness center’s manager complains that the fitness center lost money. What should the delivery person do?

Apologize and offer to work out a regular delivery schedule with a manager

Tell the manager that the usual delivery person has been on vacation and they were shorthanded

Tell the manager “OK”, fill the machine and go to the next delivery

Apologize and tell the manager the delivery person is not responsible for scheduling

An associate has just begun a job at an office supply store. The associate has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven’t been explained yet. The associate decides to bring in tax returns to photocopy. Which of these is the associate’s best course of action?

Consult store policy or the manager about using the copier

Wait until no one is around and copy the returns quickly

Copy the returns any time during the shift when there are no customers

Ask a coworker what everyone else does, and then do the same

Your Brand Is You/Professionalism in the Workplace

11th - 12th Grade

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25 Qs

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Your Brand Is You/Professionalism in the Workplace

Quiz

•

English, Other, Business

•

11th - 12th Grade

•

Practice Problem

•

Medium

•

CCSS

RL.9-10.3, RL.8.3, RI.11-12.3

+33

Standards-aligned

Used 140+ times

FREE Resource

30 sec • 1 pt

Suppose that Bill and JoAnne are sales associates at a retailer. Bill says to JoAnne: "I'm not getting to work the shifts that I want--I can't believe that Alexis only gave me 6 hours this week. I don't even think I can make my rent this month if this doesn't change." What's the problem that Bill is facing?

He doesn't like the times when he works.

He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected.

He doesn't like his manager.

He wants to work in a different part of the store.

Tags

CCSS.RL.11-12.3

CCSS.RL.6.3

CCSS.RL.7.6

CCSS.RL.8.6

CCSS.RL.9-10.3

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is NOT a concept that helps you manage your time effectively?

Organizing

Prioritizing

Procrastinating

Focusing

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Your Brand Is You/Professionalism in the Workplace

25 questions

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees.

Which of the following describes a communicator who is straight to the point?

Which of the following describes a communicator who wants process, detail, timeliness, and well-thought-out plans?

Which of the following describes a communicator who wants to hear about big-picture ideas?

Which of the following describes a communicator who values relationships and connecting with people?

Which of the following is NOT a concept that helps you manage your time effectively?

Part of effective time management is prioritizing tasks. Which of the following is NOT a code that you would use when setting priorities?

Making SMART goals is important. SMART stands for

Which of the following is a SMART goal?

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