Practice Exam Questions - Set 2

You purchase soccer shoes online from a large sporting goods retailer. When you receive them, they are too small. Instead of shipping the shoes back, you stop by to return the shoes at the store closest to your home. What is this an example of?

• Divided Retailing

• Multichannel Retailing

• Sociochannel retailing

• Omnichannel Retailing

What is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?

• Contact the customers with complaints and offer discounts on their next purchases.

• Ignore negative comments because unhappy customers often just like to complain.

• Encourage the feedback and think of the comments as free market research.

• Remove the complaints from social media sites so that other customers will not see them.

Which of the following is the BEST question for sales associates to ask themselves when evaluating their performance after a customer interaction?

• A. "Why did or didn’t they buy today?"

• B. "Will this customer require a follow-up call or email?"

• C. "What other products or services should I have offered?"

• D. "What went well, and what could I do better next time?"

John's restaurant sells tacos. Which business is an example of a direct competitor?

• Juan's Chinese

• Maria's Hamburgers

• Victor's Tacos

• Susan's Ice Cream

What's the term for companies that seek the same customer's money but offer products that meet different needs?

• Replacement competitors

• Direct competitors

• Indirect competitors

• Partner competitors

The shoe salesperson suggests shoe cleaner, socks, and shoe laces to go along with the new athletic shoes the customer is purchasing. What is this practice called?

• Visual Merchandising

• Upselling

• Cross-selling

• Cold calling

During back-to-school time, the display of jeans is often heavily shopped. As a retail associate, you notice some empty bins where certain sizes have all been heavily shopped. What's the best next step?

• Immediately check the back room for the sold-out items and restock the bins.

• Tell your coworker to restock the jeans.

• Fill the bins after the store is closed.

• Move some other sizes to the empty location so it doesn't look as bare.

Which component is usually the first one in a distribution channel?

• Wholesaler

• Retailer

• Customer

• Manufacturer

A retail associate observes a shopper knock over a pyramid of canned goods into an aisle and keep walking. Which of the following is the BEST solution to address the accident?

• Call for a custodian.

• Pick up the cans.

• Question the shopper.

• Have the manager paged.

An associate responsible for training sees a new employee leave a jewelry case unlocked. The new employee then leaves the area to help a customer. What should the associate responsible for training do?

• Watch the case to make sure customers don't open it.

• Lock the case immediately.

• Alert the manager about the problem.

• Remind the new employee to lock the case.