Which of the following best defines quality customer service?

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

adhering to company policies when processing returns

doing exactly what the company procedures say to do

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

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

Suppose that Bill and JoAnne are sales associates at a retailer. Bill says to JoAnne: "I'm not getting to work the shifts 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 Bill is facing?

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

He doesn't like the times when he works.

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

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.

Which of the following comments would be inappropriate in a social media post?

Quit my job today! No more being exploited and unappreciated!

Retail friends: I'm looking for a sales associate position, so if you know anyone, feel free to mention me!

Joe, send me your demo reel and I'll talk to my producer friend about you.

Thanks to Walgreens for filling my prescription so quickly!

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

RIF Comprehensive Practice Exam

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Business

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9th - 12th Grade

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Which of the following is a term for physical goods that are bought and sold?

Which of the following is a standard term that describes the audience of retail stores - that is, the people who will buy things from stores?

Which of the following is a term for intangible things, such as providing delivery for items sold by retailers?

Which of the following terms best describes a grower of potatoes?

The majority of retailers are?

Which of the following is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?

Approximately what percentage of US jobs are retail jobs, as of 2019?

What kinds of things does a manufacturer produce?

Which of the following would NOT be a factor that affects which products a retailer chooses to select to offer in store?

Which of the following holds large quantities of products that are later sent either to retail locations or directly to customers?

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