WorksheetsRise Up Practice Test
Total questions: 76
Worksheet time: 38mins
Name
Class
Date
1.
A good way to help a customer from a good impression about you even before you interact with them is to?
a)
Use nonverbal communication, such as having confident posture and making eye contact
b)
0.5
c)
You're working with another customer and can't leave your area
2.
A job description typically contains :
a)
A description of the job's responsibilities
b)
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c)
You're working with another customer and can't leav your area
3.
A vertical career path is one in which someone :
a)
Takes on roles with increasing responsibilities that are in the same part of the company
b)
123.68
c)
When the first customer is looking at alternate products
4.
After one negative experience, approximately what percentage of people say they will never do business with that company again?
a)
0.5
b)
"I will increase my monthly sales volume by 20% by the end of March."
c)
Via email
5.
Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?
a)
80-90%
b)
"Phil, you've really improved your stocking speed."
c)
Use nonverbal communication, such as having confident posture and making eye contact
6.
Approximately what percentage of U.S jobs are retail jobs, as of 2019?
a)
20-25%
b)
"What clothing brands do you usually prefer?"
c)
Use acting verbs
7.
As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?
a)
$60-$70 billion
b)
"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00.
c)
The EEOC
8.
If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?
a)
Soccer shorts
b)
"Would you like that folded or left on the hanger?"
c)
Tell the customer that they need to do something, such as provide more information
9.
If you have a job interview scheduled for 1:00 PM, when's the best time to arrive at the store where you're being interviewed?
a)
12:45
b)
"Yes, I'm happy to help you"
c)
Team player
10.
If your total sales was $4,700 and you had 38 transactions, what was your average sale?
a)
123.68
b)
$60-$70 billion
c)
Takes on roles with increasing responsibilities that are in the same part of the company
11.
Part of effective time management is prioritizing tasks. Which of the following is NOT a code that you use when setting priorities?
a)
Designate
b)
20-25%
c)
Soccer shorts
12.
Suppose a customer's purchases total $52.14 and the customer gives you $ 60.25. What's the correct change using the fewest numbers of bills and coins possible?
a)
A $5 bill, $3 bill, 1 dime, 1 penny
b)
80-90%
c)
Slips, trips and falls
13.
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 that Bil is facing?
a)
He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected
b)
A $5 bill, $3 bill, 1 dime, 1 penny
c)
Services
14.
The collective group of customers served by a particular retailer are referred to as that retailer's :
a)
Clientele
b)
A closed-ended question
c)
Service recovery
15.
The majority of retailers are:
a)
Independently owned
b)
A customer rolling his eyes while looking around
c)
Sales skills
16.
The most common workplace injuries are:
a)
Slips, trips and falls
b)
A description of the job's responsibilities
c)
Restate and summarize their needs
17.
The term for someone who is considered to be a supportive, part of a group is :
a)
Team player
b)
A fixed mindset
c)
Recreational shoppers
18.
The type of mindset that best helps you grow and learn as an employee is called?
a)
A growth mindset
b)
A marketing program that provides incentives to repeat customers who are loyal company brand shoppers
c)
Quit my job today! No more being exploited and unappreciated!
19.
The type of mindset that limits your ability to grow and learn as an employee is called?
a)
A fixed mindset
b)
A growth mindset
c)
Quality service
20.
These customers can take a long time to make a purchase decision, and might return to a retailer several times before making a purchase.
a)
Comparison shoppers
b)
Active listening
c)
Products that are developed by national or international manufacturers and then sold under another band name that is available only at a particular retailer's store
21.
These customers have an early adopter mindset, and want to be recognized as trendsetters by others.
a)
Innovation/ trend buyers
b)
Admit that you don't know the answer and take the customer to a coworker or supervisor who can help
c)
Products
22.
These customers tend to make quick purchase decisions, often buying inexpensive items that are not high importance to them.
a)
Impulse buyers
b)
An elevator pitch
c)
Procrastinating
23.
These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores and comparing retailer ads.
a)
Comparison shoppers
b)
An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.
c)
Price
24.
These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase.
a)
Recreational shoppers
b)
An open-ended question
c)
Personalized service
25.
These shoppers are rarely the first to try new products.
a)
Followers
b)
Analytical
c)
Personal
26.
These shoppers have typically enjoyed and valued positive customer experiences with a particular retailer.
a)
Loyal customers
b)
Analytical
c)
Omnichannel
27.
what kind of things does a manufacturer produce?
a)
Finished products
b)
Below the cash drawer
c)
Manufacturer
28.
What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?
a)
call a supervisor immediately
b)
call a supervisor after lunch
c)
Loyal customers
29.
What's the best way to respond when a customer asks a question about a product and you don't know the answer?
a)
Admit that you don't know the answer and take the customer to a coworker or supervisor who can help
b)
Clientele
c)
Intuitive
30.
What's the specific term for the action a retailer makes to address a service failure?
a)
Service recovery
b)
Company brand
c)
Internal physical cues
31.
What's the standard method to use to think an interviewer after the interview?
a)
Via email
b)
Company culture
c)
Innovation/ trend buyers
32.
What's the term for a very brief speech that you can use to sell yourself to people you meet?
a)
An elevator pitch
b)
Comparison shoppers
c)
Independently owned
33.
What's the term for service that is designed to be tailored to a specific customer's needs and interests?
a)
Personalized service
b)
Comparison shoppers
c)
Impulse buyers
34.
What's the term for the delivery of a positive, memorable experience that is more than what the customer expected?
a)
Quality service
b)
Customers
c)
He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected
35.
When describing your skills and experience, it's important to :
a)
Use acting verbs
b)
Delivering a positive, memorable experience that is more than what the customer expected.
c)
Free coffee in the break room
36.
When is it an "ok" time to temporarily leave one customer in order to go help a second customer?
a)
When the first customer is looking at alternate products
b)
Designate
c)
Followers
37.
Where are larger bills, such as $50s and $100s, typically placed within a cash register?
a)
Below the cash drawer
b)
Distribution center
c)
Finished products
38.
Which agency is responsible for implementing laws and regulations to protect employees?
a)
The EEOC
b)
External social cues
c)
Non-External social cues
39.
Which of the following accurately defines "private-label" products?
a)
Products that are developed by national or international manufacturers and then sold under another band name that is available only at a particular retailer's store
b)
External social cues
c)
Distribution center
40.
Which of the following best defines a loyalty program?
a)
A marketing program that provides incentives to repeat customers who are loyal company brand shoppers
b)
Finished products
c)
External social cues
41.
Which of the following best defines quality customer service?
a)
Delivering a positive, memorable experience that is more than what the customer expected.
b)
Followers
c)
Designate
42.
Which of the following comments would be inappropriate in a social media post?
a)
Quit my job today! No more being exploited and unappreciated!
b)
Free coffee in the break room
c)
Delivering a positive, memorable experience that is more than what the customer expected.
43.
Which of the following describes a communicator wants to hear about big-picture ideas?
a)
Analytical
b)
He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than he expected
c)
Customers
44.
Which of the following describes a communicator who is straight to the point?
a)
Intuitive
b)
Impulse buyers
c)
Comparison shoppers
45.
Which of the following describes a communicator who values relationships and connecting with people?
a)
Analytical
b)
Independently owned
c)
Comparison shoppers
46.
Which of the following describes a communicator who want process, detail, timelines and well-thought-out plans?
a)
Personal
b)
Innovation/ trend buyers
c)
Company culture
47.
Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?
a)
An open-ended question
b)
Internal physical cues
c)
Company brand
48.
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?
a)
A closed-ended question
b)
Intuitive
c)
Clientele
49.
Which of the following does not describe a product feature?
a)
Price
b)
Loyal customers
c)
call a supervisor immediately
50.
which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?
a)
Distribution center
b)
Manufacturer
c)
Below the cash drawer
51.
Which of the following is a customer body language cue?
a)
A customer rolling his eyes while looking around
b)
Omnichannel
c)
Analytical
52.
Which of the following is a SMART goal?
a)
"I will increase my monthly sales volume by 20% by the end of March."
b)
Personal
c)
Analytical
53.
which of the following is a standard term that describes the audience of retail stores-that is, the people who will buy things from the stores?
a)
Customers
b)
Personalized service
c)
An open-ended question
54.
which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
a)
Services
b)
Price
c)
An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.
55.
which of the following is a term for physical goods that are bought and sold?
a)
Products
b)
Procrastinating
c)
An elevator pitch
56.
Which of the following is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?
a)
You're working with another customer and can't leave your area
b)
Products
c)
Admit that you don't know the answer and take the customer to a coworker or supervisor who can help
57.
Which of the following is an example of upselling?
a)
"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00.
b)
Products that are developed by national or international manufacturers and then sold under another band name that is available only at a particular retailer's store
c)
Active listening
58.
Which of the following is good transition statement that can lead to closing a sale?
a)
"Would you like that folded or left on the hanger?"
b)
Quality service
c)
A marketing program that provides incentives to repeat customers who are loyal company brand shoppers
59.
Which of the following is NOT a concept that helps you manage your time effectively?
a)
Procrastinating
b)
Quit my job today! No more being exploited and unappreciated!
c)
A growth mindset
60.
Which of the following is NOT a step you should take as part of the service recovery process?
a)
Tell the customer that they need to do something, such as provide more information
b)
Recreational shoppers
c)
A fixed mindset
61.
Which of the following is NOT an area of foundational knowledge that retailers look for in all employees :
a)
Sales skills
b)
Restate and summarize their needs
c)
A description of the job's responsibilities
62.
Which of the following is not typically counted as "compensation" that an employee receives?
a)
Free coffee in the break room
b)
Sales skills
c)
A customer rolling his eyes while looking around
63.
Which of the following is the best way to demonstrate that you have understood a customer?
a)
Restate and summarize their needs
b)
Service recovery
c)
A closed-ended question
64.
which of the following is the standard definition of a retail ecosystem?
a)
An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.
b)
Services
c)
A $5 bill, $3 bill, 1 dime, 1 penny
65.
Which of the following is the term for behavior influences that come from a customer's family and friends?
a)
External social cues
b)
Slips, trips and falls
c)
80-90%
66.
Which of the following is the term for behavior influences that come from a customer's own needs?
a)
Internal physical cues
b)
Soccer shorts
c)
20-25%
67.
Which of the following is the term for behavior influences that come from retailers marketing?
a)
External social cues
b)
Takes on roles with increasing responsibilities that are in the same part of the company
c)
$60-$70 billion
68.
Which of the following is the term for the overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and services?
a)
Company brand
b)
Team player
c)
"Yes, I'm happy to help you"
69.
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?
a)
Omnichannel
b)
Tell the customer that they need to do something, such as provide more information
c)
"Would you like that folded or left on the hanger?"
70.
Which of the following is the term for the unique way that company employees act with each other and with customers?
a)
Company culture
b)
The EEOC
c)
"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00.
71.
Which of the following is valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?
a)
You're working with another customer and can't leav your area
b)
Use acting verbs
c)
"What clothing brands do you usually prefer?"
72.
Which of the following phrases is an example of positive feedback given to an employee?
a)
"Phil, you've really improved your stocking speed."
b)
Use nonverbal communication, such as having confident posture and making eye contact
c)
"Phil, you've really improved your stocking speed."
73.
Which of the following questions is the most appropriate way for a retail associate understand if a customer prefers inexpensive or expensive brands ?
a)
"What clothing brands do you usually prefer?"
b)
Via email
c)
"I will increase my monthly sales volume by 20% by the end of March."
74.
which of the following terms best describes a grower of potatoes?
a)
Manufacturer
b)
When the first customer is looking at alternate products
c)
123.68
75.
Which of the following would be an appropriate use of language in an email:
a)
"Yes, I'm happy to help you"
b)
You're working with another customer and can't leav your area
c)
0.53125
76.
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggages suggested behind the words?
a)
Active listening
b)
You're working with another customer and can't leave your area
c)
0.5
100 %
