Which of the following is the best way to demonstrate that you have understood a customer?

restate and summarize their needs

ask the customer to repeat what they said

restate the customer's exact words

ask the customer a followup question

Which of the following is an example of upselling?

"Would you like to upgrade that to a large fries? It's only $1.00 more."

"I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price & it's on sale"

"I'm sure you'll love those basketball sneakers. Do you also need any t-shirts or shorts?"

"I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."

A retailer's total inventory is?

all inventory owned by the retailer regardless of its location

all inventory a retailer has on order

all inventory available in the retailer's physical stores

all inventory sold within the past year

Juliana is stocking shampoo on the sales floor, She finds a bottle that has a hole and is leaking shampoo, and throws it out. She then continues stocking and moves on with her day. Which of the following would then be true?

the inventory in the system would be high

the inventory in the system would be too low

the inventory would need to be counted manually

If a POS system detects credit card or debit card fraud, what will it do?

place an automated call to security

Which of the following is not an example of employee fraud or theft?

intentionally pricing items incorrectly

giving products away to friends or family

chatting with coworkers when there's stocking to be done

Which agency or law protects employees who report unlawful or unsafe practices?

Americans with Disabilities Act

Which of the following is a proper lifting technique?

if you're straining, bend your knees

If you see a spill or food or liquid on the sales floor, what's the first thing you should do?

Stand near or over the spill and direct traffic away from it until it can be cleaned up.

Call for a custodian or maintenance person to clean it up.

Find a mop or broom and clean it up yourself.

Find out who was responsible for causing the spill.

If a business' revenue is $1,150 and its cost of goods sold (COGS) is $734, what is the business' gross profit?

there's not enough information to calculate this

If a business' gross profit is $100 and its revenue is $500, what is the business' profit margin percentage?

there's not enough information to calculate this

RIF Practice Exam 2

Authored by Your Resource Access

Business

9th - 12th Grade

Used 19+ times

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36 questions

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MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Which of the following is the term for the overall impression gathered from the information that is seen, heard, and experienced by customers who encounter a business, its products, and services?

company brand

brand promise

positive feeling

company promise

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Which of the following best defines quality customer service?

adhering to company policies when processing returns

doing exactly what the company procedures say to do

delivering a positive, memorable experience that is more than what the customer expected

offering free items to customers in order to keep them coming back

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

After one negative experience, approximately what percentage of people say they will never do business with that company again?

10%

20%

75%

50%

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Which of the following is NOT a step in the basic selling process?

make a connection

personalize service

assess needs

recite product features

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?

an open-ended question

a leading question

an open question

a closed-ended question

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?

a leading question

an open question

an open-ended question

a closed-ended question

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

patient listening

active listening

foundational listening

passive listening

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RIF Practice Exam 2

Which of the following is the term for the overall impression gathered from the information that is seen, heard, and experienced by customers who encounter a business, its products, and services?

Which of the following best defines quality customer service?

After one negative experience, approximately what percentage of people say they will never do business with that company again?

Which of the following is NOT a step in the basic selling process?

Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?

Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

Which of the following is the best way to demonstrate that you have understood a customer?

Which of the following is an example of upselling?

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?

Access all questions and much more by creating a free account

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