4 QUIZ – Scenario-Based MCQs

You’re on the shop floor and a customer asks where an item is, but you’re not sure what aisle it’s kept in. What is the BEST response?

• I don’t know, I’m new.

• It’s somewhere over there, just look around.

• Let me find the best way to check that for you.

• Ignore them until you have the answer.

A customer gives you a long order with multiple details. What is the most reliable active listening approach?

• Nodding but not repeating anything back

• Repeating the full order back to confirm

• Guessing the parts you didn’t catch

• Looking at your colleague to help

The till freezes during a busy moment and three customers are waiting. What should you do FIRST?

• Panic and tell everyone to wait

• Apologise repeatedly and step away

• Use a buy-time line and stay calm

• Tell customers the system is rubbish

Which behaviour shows good workplace etiquette on a shop floor?

• Using your phone while stocking shelves

• Whispering about a colleague in front of customers

A customer speaks quickly and you didn’t catch the last part. What should you do?

• Pretend you understood

• Say “What?” loudly

• Ask: “Just to make sure I’ve got this right, can you repeat the last bit?”

• Tell them to slow down

You notice a colleague isn’t communicating when stock runs out. What is the impact?

• No impact — customers won’t notice

• It confuses teammates and slows the shift

• It improves communication

• It makes queues shorter

Which option shows professional tone when telling a customer an item is out of stock?

• No, we don’t have it.

• It’s not my job to check.

• We’re out right now, but let me show you an alternative.

• Try another shop.

You’re stressed and rushing, and a customer interrupts with a question. What should you do to avoid a “chaos moment”?

• Raise your voice to get control

• Ignore the customer

• Freeze until someone else helps

• Pause, breathe, and use a buy-time line

A colleague gives you an instruction with several steps. What’s the most effective way to avoid mistakes?

• Walk away and hope you remember

• Repeat back the steps to confirm

• Ask someone else what they meant

• Write nothing down and improvise

A customer becomes impatient while you're helping another person. What is the best retail-ready approach?

• A. “I’m busy — wait.”

• B. “I’ll be with you in just a moment, thank you for your patience.”

• C. Ignore them until you finish

• D. Apologise five times