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Cosmetology Retail and Customer Service

Total questions: 72

Worksheet time: 39mins

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.

Darcie is a lifeguard at the local beach. Sometimes, she has to blow her whistle to signal to swimmers that they have gone out too far. Today, one of the risky swimmers runs up to her and shouts, “I wasn’t out too far! You must be blind!” This is an example of a(n) __________ customer.

a)

insulting

b)

suspicious

c)

impatient

d)

slow/methodical

7.

Ellen works at a golf course. During the summer, she drives a golf cart around the course, selling cold drinks and snacks to the golfers. It’s a beautiful day, and the course is especially crowded. Ellen offers one golfer a cold drink, and she replies, “Well, I guess I’ll have time, since the play is so slow. It’s not very fun to have to wait so long between holes. Who is running this course? You always set your tee times way too close together!” Ellen’s customer is

a)

suspicious

b)

argumentative

c)

complaining

d)

leave-me-alone

8.

Carrie has a summer job cleaning and maintaining backyard pools. Her boss thinks she does a great job. Today, she has a new client. For a while, he was watching her from the porch, and then he came out and stood just a few feet away from her. “Don’t do it that way,” he instructed. “You’re using too much chlorine. Should I just measure it out for you?” Carrie’s customer is

a)

slow/methodical

b)

domineering/superior

c)

suspicious

d)

irritable/moody

9.

Mitch works at the layaway counter in a retail store. The store’s layaway policy is clearly posted on a sign over the counter, but sometimes customers just don’t “get it.” Today, a woman asked about 15 questions to make sure she understood the policy correctly. She was a __________ customer.

a)

dishonest

b)

domineering/superior

c)

complaining

d)

suspicious

10.

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

a)

Ask simple, polite questions with options.

b)

Never press for sales or decisions.

c)

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

d)

Mirror their behavior.

11.

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.

12.

Which of the following is the best way to handle leave-me-alone customers:

a)

Agree first on common points.

b)

Ask simple, polite questions with options.

c)

Don’t jump to quick conclusions.

d)

Never press for sales or decisions.

13.

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.

14.

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.

15.

The sale of goods or services directly to the final consumer.

a)

Retail

b)

Clearance

c)

Fire Sale

d)

Partnership

16.

store offering low prices on less fashionable brands

a)

retail

b)

discount store

c)

department store

d)

e-tail

17.

store offering overproduced or irregular stock at discounted prices

a)

factory outlet store

b)

convenience store

c)

factory outlet

d)

boutique

18.

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

19.

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

a)

supermarket

b)

multi-channel retailer

c)

showrooming

d)

product mix

20.
A retail outlet that sells snack food items and are usually in conjunction with gasoline stations.
a)
Discount Department Store
b)
Outlet Store
c)
Variety Store
d)
Convenience Store
21.
A store that separates various merchandise lines into different departments or sections.
a)
Junior Department Store
b)
Supercenters
c)
Department Store
d)
Variety Store
22.
Sells its merchandise at low prices.  Are able to sell their merchandise at lower prices, because they buy goods in large volume.
a)
Discount Department Store
b)
Outlet Store
c)
Warehouse and Wholesale Club
d)
Off-Price Store
23.
A retailer who sells something that is intangible or does not last very long.
a)
General Merchandise Retailers
b)
Store Based Retailer
c)
Service Retailer
d)
Off-Price Retailer
24.
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 
25.

What is retailing?

a)

the activities involved in selling merchandise to consumers

b)

the process of selling consumer goods or services to customers through multiple channels of distribution to earn a profit

c)

Selling goods to the public

d)

All of the Above

26.
Cold Storage is a __________________.
a)
Convenience Store
b)
Hypermarket
c)
Supermarket
d)
Department Store
27.
True or False? A hypermarket sells a wider variety of goods compared to a supermarket.
a)
True
b)
False
28.
True or False? E-Retailing is becoming more popular because more people have access to high speed internet.
a)
True
b)
False
29.
An example of non-store retailing.
a)
Speciality store
b)
Department store
c)
Door-to-door
d)
Convenience store
30.

Read the paragraph. Mark, which step of the retail supply chain is described.

Abhishek Jani, CEO of @Fairtrade.India writes, “While most of the cotton had been harvested and sold by farmers across India by January to early February, those fortunate to have access to irrigation are currently in the final stages of their Rabi crop cycle (winter crop cycle)... These farmers are now facing the unenviable choice between either leaving their cotton fields untended and facing crop loss or risking breaking the government notification on the public shutdown and their own health to harvest the cotton.”

a)

Distribution

b)

Raw materials

c)

Manufacturing

31.

Look at the picture. Mark, which step of the retail supply chain is referenced.

a)

Raw materials

b)

Distribution

c)

Manufacturing

32.

Read the paragraph. Mark, which step of the retail supply chain is described.

"At the same time, Novakovic points to a number of weak spots in the food transportation system that could be aggravated by the increased demand for food. Transportation is the one thing that connects all stages of the the supply chain, he says, from farm to food processing to warehouse to grocery store. That’s why any labor shortage in the food system, but especially a shortage of truck drivers, could pose a serious threat to the food supply chain if the high demand for groceries continues unabated."

a)

Manufacturing

b)

Consumer

c)

Distribution

33.

Read the paragraph. Mark, which step of the retail supply chain is described.

"Empty shelves and long queues outside supermarkets has got many shoppers concerned about whether they will have enough to eat as the COVID-19 lockdown continues.

But is the absence of pasta or eggs on the shelves due to short supply? Or is it panic-buying?"

a)

Retail locations

b)

Manufacturing

c)

Supplier

34.

The selling of products to the customers is called??

a)

Buying Power

b)

Retailing

c)

Exapansion

d)

Assets

35.

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

a)

Off price discount

b)

Wholesale

c)

Grocery

d)

Department

36.

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

a)

True

b)

False

37.

The selling of products to the customers is called??

a)

Buying Power

b)

Retailing

c)

Exapansion

d)

Assets

38.

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

a)

Off price discount

b)

Wholesale

c)

Grocery

d)

Department

39.

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

a)

True

b)

False

40.

traditional commerce model in which consumers visit a brick-and-mortar store to make purchases

a)

retail

b)

discount store

c)

department store

d)

e-tail

41.

store offering low prices on less fashionable brands

a)

retail

b)

discount store

c)

department store

d)

e-tail

42.

large store offering a wide range of products at various pricing levels

a)

retail

b)

discount store

c)

department store

d)

e-tail

43.

store offering overproduced or irregular stock at discounted prices

a)

factory outlet store

b)

convenience store

c)

factory outlet

d)

boutique

44.

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

a)

supermarket

b)

multi-channel retailer

c)

showrooming

d)

product mix

45.

business which participates in retailing and e-tailing

a)

supermarket

b)

multi-channel retailer

c)

showrooming

d)

product mix

46.

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

47.
The method by which consumers acquire products and services
a)
Retailing
b)
Direct Selling
48.
How does a product get from the manufacturer to the Consumer?
a)
Through a market channel
b)
Through a distribution channel
49.
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
50.
A _________ produces the products.
a)
Manufacturer 
b)
Innovative Customer
51.
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
52.
A ________ receives, stores (in   inventory), displays and sells the products to customers.
a)
Wholesaler
b)
Retailer
53.
Stores that are convenient shopping for customers; they are close-by and are easily accessible.
a)
Convenience Store
b)
Supercenter
54.
These offer good service and sell a Large variety of products of mid-to-high quality products
a)
Convenience Store
b)
Department Store
55.
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
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.
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
58.
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 
59.
A single store of small, regional chain. They meet the needs of local customers.
a)
Independent Establishment
b)
Franchise
60.
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
61.
The business has one location and owner has no agreements with merchandise groups or franchises.
a)
Independent store
b)
Producer channel
c)
Franchise
d)
Wholesaler
62.
A person who sells merchandise and products to customers.
a)
Sales associates
b)
Partnership
c)
Wholesaler
d)
Franchisee
63.
The number of items within each merchandise line.
a)
Merchandise assortment
b)
Merchandise variety 
c)
Chain stores
d)
Manufacturer
64.
An agreement between two or more persons to go into business together.
a)
Partnership
b)
Corporation
c)
Franchise
d)
Single proprietorship
65.
Goods and services that have monetary value.
a)
Products
b)
Goods
c)
Services
d)
Retailing
66.
The path leads directly from the manufacturer to the consumer.
a)
Direct channel
b)
Channel of Distribution 
c)
Indirect channel
d)
Single proprietorship
67.
The selling of products to the customer
a)
Retailing
b)
Services
c)
Retail customer
d)
Merchandise variety 
68.
Have at least two locations and most have numerous. Can be regional, local, national, or international. Owned by one company or person. That owner makes the policy decisions and purchasing decisions.
a)
Chain stores
b)
Franchise
c)
Corporation
d)
Retailing
69.
Manufacturer also owns its retail stores; product goes from manufacturer to retail store to customer.
a)
Producer channel
b)
Entrepreneur
c)
Franchisee
d)
Direct channel
70.
More complex form of business organization. A charter is granted by the state in which the business will operate. Stocks are sold to investors who are the owner.
a)
Corporation
b)
Partnership
c)
Single proprietorship
d)
Franchise
71.
A person who has the vision and knowledge to start a new business.
a)
Entrepreneur
b)
Franchisee
c)
Sales associates
d)
Franchisor
72.
Tangible items that are made, manufactured, or grown that people want to buy and use.
a)
Goods
b)
Products
c)
Services
d)
Retailing

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