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Worksheets

Life Skills

Total questions: 76

Worksheet time: 50mins

Name
Class
Date
1.

How does solving difficult-customer situations benefit your company?

a)

It will generate repeat business.

b)

The difficult customers won’t bother you again.

c)

You will get a promotion.

d)

All the employees will get promotions.

2.

How does solving difficult-customer situations benefit you personally?

a)

You will encounter difficult customers less frequently.

b)

Your customers will be happier.

c)

You gain valuable communication skills.

d)

Your boss will automatically give you a raise.

3.

Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. “No, it’s not!” he exclaimed. “It’s always at 11:30!” Eva’s customer is

a)

suspicious.

b)

leave-me-alone.

c)

impatient.

d)

argumentative.

4.

Rich works the cash register at a retail store. The store is unusually busy today, and Rich’s line has grown long. A woman at the back of the line remarks loudly, “This is absolutely ridiculous!” Rich’s customer is

a)

domineering/superior.

b)

impatient.

c)

argumentative.

d)

leave-me-alone.

5.

Jonathan works in his small town’s only grocery store. He is on a first-name basis with most of the customers who come in. Cheryl is a difficult customer. Sometimes she’s really friendly, and other times she snaps at Jonathan. She is a(n) __________ customer.

a)

irritable/moody

b)

suspicious

c)

slow/methodical

d)

dishonest

6.

Randy works at a batting cage. Today, a customer came to him to complain that the machine did not give as many pitches as she paid for and to demand a refund. Randy checked out the machine and didn’t find anything wrong with it. He had a feeling that the customer was just

trying to practice for free but didn’t have any proof. Randy’s customer is

a)

domineering/superior

b)

dishonest

c)

impatient

d)

leave-me-alone

7.

Which of the following is the best way to handle dishonest customers:

a)

Explain and demonstrate good service as many times as you need to.

b)

Never press for sales or decisions.

c)

Don’t jump to quick conclusions.

d)

Mirror their behavior.

8.

Which of the following is the best way to handle slow/methodical customers:

a)

Don’t jump to quick conclusions.

b)

Let them have their say.

c)

Serve them non-emotionally.

d)

Help them along by not overwhelming them.

9.

Which of the following is the best way to handle suspicious customers:

a)

Ask simple, polite questions with options.

b)

Serve them non-emotionally.

c)

Help them along by not overwhelming them.

d)

Explain and demonstrate good service as many times as you need to.

10.

Which of the following is the best way to handle irritable/moody customers:

a)

Let them have their say.

b)

Be consistent in your positive behavior.

c)

Explain and demonstrate good service as many times as you need to.

d)

Ask simple, polite questions with options.

11.

Which of the following is the best way to handle domineering/superior customers:

a)

Never press for sales or decisions.

b)

Don’t jump to quick conclusions.

c)

Let them have their say.

d)

Explain and demonstrate good service as many times as you need to.

12.

A good _______________ is essential to a business when providing customer service.

a)

speaking voice

b)

attitude

c)

first impression

d)

hair style

13.

When greeting a customer you should always............

a)

smile and shake their hand

b)

tell the customer how you feel today

c)

have open body language

d)

multitask and ask them to repeat

14.

How do you handle a difficult customer who comes into the store for help?

a)

Pass off the customer onto other TSI student

b)

Hear customer out, calm customer and resolve situation

c)

Be disrespectful back to the customer

d)

Avoid interacting with the customer

15.
Exceeding customer expectations which leaves the customer feeling valued is an example of? 
a)
Exceptional Customer Service
b)
Good Customer Service
c)
Satisfactory Customer Service
d)
Poor Customer Service 
16.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
17.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
18.

A key benefit from offering good customer service is ............

a)

Lower costs

b)

Repeat business

c)

Reduced tax

d)

less customers

19.
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.
a)
True
b)
False
20.
Why is Great Customer Service Important?
a)
The customer is happy.
b)
You experience less grief from the costumer
c)
Stress levels are down.
d)
All of them
21.

Good Customer Service helps to:

a)

Build Your Brand

b)

Create Trust With Your Customers

c)

Reduce Customer Complaints & Minimise Problems

d)

All of the Options

22.

What makes your organisation different from similar ones?

a)

Staff & Service are the difference

b)

Our cakes are better

c)

Our coffee is warmer

d)

Our chairs are more comfortable

23.

How does solving difficult-customer situations benefit your company?

a)

It will generate repeat business.

b)

The difficult customers won’t bother you again.

c)

You will get a promotion.

d)

All the employees will get promotions.

24.
In order to provide good service, employees should give customers...
a)
Free Products
b)
Limited Information
c)
Political Opinions
d)
Complete Attention
25.

Which of the following is most likely to help in calming an angry customer when face to face?

a)

Crossing your arms

b)

Rapid nodding of the head

c)

Slow nodding of the head

d)

Smiling

26.

Which statement about customer service is correct?

a)

Excellent customer service results in a more positive business

reputation.

b)

Excellent customer service results in more promises and

therefore more lawsuits.

c)

Excellent customer service results in fewer loyal customers.

d)

Excellent customer service results in lower wages.

27.

The selling of products to the customers is called??

a)

Buying Power

b)

Retailing

c)

Exapansion

d)

Assets

28.

Macy's is an example of what type of store?

a)

Off price discount

b)

Wholesale

c)

Grocery

d)

Department

29.

True or False: TJ Maxx is an off-price discount store?

a)

True

b)

False

30.

store offering overproduced or irregular stock at discounted prices

a)

factory outlet store

b)

convenience store

c)

factory outlet

d)

boutique

31.

small store offering limited products, quick service and extended hours in a convenient location

a)

factory outlet store

b)

convenience store

c)

factory outlet

d)

boutique

32.

large store offering a range of food, beverage and household products

a)

supermarket

b)

multi-channel retailer

c)

showrooming

d)

product mix

33.

store offering low prices on less fashionable brands

a)

retail

b)

discount store

c)

department store

d)

e-tail

34.
The method by which consumers acquire products and services
a)
Retailing
b)
Direct Selling
35.
A _________ produces the products.
a)
Manufacturer 
b)
Innovative Customer
36.
A ________ buys large quantities directly from the manufacturer, breaks them into smaller units and sells the smaller units of products to retailers.
a)
Manufacturer 
b)
Wholesaler
37.
A salesperson contacts a customer directly often at the customer’s home. The salesperson demonstrates the products, talks about the benefits of ownership, takes the order and delivers the product (or service).
a)
Direct Selling
b)
Recreational Shopper
38.
Stores where wholesalers sell products directly to consumers. This is an example of a wholesaler selling directly to a customer. They usually also carry products from other wholesalers.
a)
Wholesale Clubs
b)
Supercenters
39.
Offer a broad variety of merchandise at low prices and very little service
a)
Pure Play
b)
Discount Stores
c)
Off-Price Retailer
d)
Supercenters 
40.
Retailers who started online and continue that format
a)
Supercenters
b)
Thrift Stores
c)
Discount Stores
d)
Pure Play
41.
Sell second-hand products
a)
Thrift Stores
b)
Pure Play
c)
Supercenter
d)
Off-Price retailers
42.
A store licensed by a successful store given the licensee the right to duplicate the successful business usually in a particular geographic area.
a)
Corporate Chain
b)
Franchise
43.
These have a physical building and have face-to-face interaction with customers.
a)
Brick & Mortar Stores
b)
E-Commerce Stores
c)
Multichannel Stores
d)
Omnichannel Stores
44.
Wants to be the first to purchase the latest fashion trend or newest technology; a trendsetter.
a)
Innovative Customer
b)
Impulse Buyer
c)
Diverse Shopper
d)
Follower
45.
Spends time checking out products through ads, visiting various stores, searching online for the best price or deal.
a)
Follower
b)
Comparison Shopper
c)
Innovative Customer
d)
Recreational Shopper
46.
A person who makes a quick purchase decision usually for inexpensive items.
a)
Diverse Shopper
b)
Follower
c)
Impulse Buyer
d)
Recreational Shopper
47.
A person who wants to see what everyone else is buying and then makes the purchase.
a)
Follower
b)
Recreational Shopper
c)
Diverse Shopper
d)
Innovative Customer
48.
A person who is hard to predict or understand and shops in many different places so he/she is not influenced by any one retail store.
a)
Diverse Shopper
b)
Follower
c)
Comparison Shopper
d)
Innovative Customer
49.
A person who shops for fun; enjoys walking through stores, trying on things, testing them out. This shopper does not need to make the purchase.
a)
Follower
b)
Impulse Buyer
c)
Comparison Shopper
d)
Recreational Shopper
50.
These are similar to multichannel stores but have a seamless consumer experience, meaning you could buy something online and pick it up at a physical store.
a)
Brick & Mortar Stores
b)
E-Commerce Stores
c)
Multichannel Stores
d)
Omnichannel Stores
51.
Retailers that sell in a brick & mortar store as well as through online.
a)
Brick & Mortar Stores
b)
E-Commerce Stores
c)
Multichannel Stores
d)
Omnichannel Stores
52.
Operates many stores under the same ownership and usually has centralized decision-making. Because they buy for several stores, they can get lower costs when making large purchases and pass that on to their customers.
a)
Corporate Chain
b)
Franchise
53.
A single store of small, regional chain. They meet the needs of local customers.
a)
Independent Establishment
b)
Franchise
54.
Stores that combine supermarket and department stores
a)
Discount Stores
b)
Pure Play
c)
Supercenters
d)
Thrift Stores
55.
Offer brand-name products at discounts; these   are usually leftovers from other stores
a)
Off-Price Retailers
b)
Pure Play
c)
Thrift Store
d)
supercenter
56.
Sell to a special group of people. These customers usually like the extra customer service that comes with the shopping experience.
a)
Convenience Store
b)
Specialty Store
57.
A ________ receives, stores (in   inventory), displays and sells the products to customers.
a)
Wholesaler
b)
Retailer
58.
Provides the links which enable a product or service to flow from the manufacturer to the customer
a)
Through a distribution channel
b)
Through a market channel
59.
A business that sells products and/or services to consumers
a)
Retailer
b)
Franchise
60.
Which of these is a non-store retailer?
a)
Supermarket
b)
Hypermarket
c)
Speciality Store
d)
Pushcart
61.
A business which buys in bulk from suppliers and sells in smaller quantities to retailers is a _______________.
a)
Wholesaler
b)
Manufacturer
c)
Salesman
d)
Supermarket
62.
True or False? A convenience store opens for long hours.
a)
True
b)
False
63.
A store which caters to a specific market and sells a specific range of products is a _______________.
a)
Department Store
b)
Supermarket
c)
Pushcart
d)
Speciality Store
64.
Cold Storage is a __________________.
a)
Convenience Store
b)
Hypermarket
c)
Supermarket
d)
Department Store
65.
True or False? A retailer is a business which produces goods and sells them to customers.
a)
True
b)
False
66.
Tangs is a _________________.
a)
Department Store
b)
Speciality Store
c)
E-Retailer
d)
Convenience Store
67.
True or False? A hypermarket sells a wider variety of goods compared to a supermarket.
a)
True
b)
False
68.
An example of non-store retailing.
a)
Speciality store
b)
Department store
c)
Door-to-door
d)
Convenience store
69.
True or False? E-Retailing is becoming more popular because more people have access to high speed internet.
a)
True
b)
False
70.

who is a retailer

a)

who manufactures goods

b)

who supplies goods in small quantities

c)

who supplies goods in bulk

d)

who advertises goods

71.

Mall is

a)

only one store

b)

one brand store

c)

multiple stores of different brands

d)

one store with multiple brands

72.
____ refers to door-to-door or at home sales.
a)
Direct marketing
b)
Direct selling
c)
Telemarketing
d)
Direct mailing
73.

Exclusive brand store means

a)

Bata

b)

Lenskart

c)

Unlimited

d)

Brandfactory

74.

E-retailing refers to

a)

a. sales of electronic items

b)

b. catalog shopping

c)

c. computerized store

d)

d. retailing and shopping through internet

75.
An individual who purchases and runs a franchise is called a _____.
a)
Franchisee
b)
Franchisor
c)
Entrepreneur
d)
Seller
76.
______ are powerful tools that assist retailers in their relationship building exercise.
a)
Televisions
b)
Catalogues
c)
Websites
d)
Kiosks

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