WorksheetsRIF Practice Exam #2
Total questions: 33
Worksheet time: 17mins
Name
Class
Date
1.
After purchasing a new car, a customer is satisfied with the service received from the sales person. Which phase of the customer life cycle does this example best represent?
a)
Phase 4 - The customer likes or doesn't like their customer experience
b)
Phase 1 - Customer has a want/need
c)
Phase 3 - Customer goes to the store to buy the item
d)
Phase 2 - Customer loyalty life cycle
2.
Marketing programs that track purchase history, personal information and preferences and provide incentives to loyal, repeat customers are called:
a)
Loyalty programs
b)
Customer apps
c)
Marketing tricks
d)
Tracking systems
3.
The company's goal is to earn $5 profit for every sale that's made in its store. Which key performance indicator can be used to measure the results of this goal?
a)
Number of sales per employee
b)
Overall company growth
c)
Number of sales per day
d)
Profit made per sale
4.
Recommending additional items that complement a customer's purchase, such as shoe cleaner to go with new leather shoes is called:
a)
Up selling
b)
Cross selling
c)
Under selling
d)
Mixed selling
5.
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, it’s products, and it’s services?
a)
Brand promise
b)
Positive feeling
c)
Company culture
d)
Company brand
6.
Which of the following best defines quality customer service?
a)
Delivering a positive, memorable experience that is more than what the customer expected
b)
Adhering to company policies when processing returns
c)
Do exactly what company procedures say to do
d)
Offering free items to customers to keep them coming back
7.
After one negative experience, approximately what percentage of people say that they will never do business with that company again?
a)
10%
b)
20%
c)
50%
d)
75%
8.
The unique way that employees interact with each other and their customers. Also, the personality of the company:
a)
Distribution mentality
b)
Company culture
c)
Shopper expectations
d)
Brand promise
9.
Retailers use technology in stores and online to:
a)
Make easier and faster to complete for employees and customers
b)
Monitor all the places they are
c)
Limit product selection
d)
Prevent customers from shopping
10.
After a customer's television breaks and the customers learns it can't be fixed, the customers looks online to learn more about which televisions are sold at the different retailers nearby. Which phase of the customer life cycle does this example best represent?
a)
Phase 1 - Customer has a want/need
b)
Phase 4 - The customer likes or doesn't like their customer experience
c)
Phase 2 - The customer considers different purchasing options
d)
Phase 3 - Customer goes to the store to buy the item
11.
When lifting, you should use what part of your body to do most of the lifting?
a)
Your back
b)
Your legs
c)
Your feet
d)
Your arms
12.
In the customer service process, it's always important to greet the customer within:
a)
5 minutes or so
b)
It's ok not to greet
c)
Whenever you see them
d)
30 seconds
13.
When working on a ladder, what's one thing you need to avoid in order to prevent falling?
a)
Using the top ladder as a step
b)
Having a peer hold the ladder while you're climbing to make sure it's stable
c)
Facing the ladder as you climb up and down
d)
Making sure the ladder is in its locked position before use
14.
Which of the following is NOT a step in the basic selling process?
a)
Make a connection
b)
recite product features
c)
personalize service
d)
assess needs
15.
Which of the following describes a type of question that cannot reasonably be answered with a "yes" or "no"?
a)
A leading question
b)
An open question
c)
An open ended question
d)
A close ended question
16.
Which of the following skills are most helpful for a salesperson?
a)
Addition and subtraction
b)
Creativity and judgement
c)
Active listening and communication
d)
Quickness and accuracy
17.
Which of the following describes a type of question that is designed to elicit a "yes" or "no"?
a)
A leading question
b)
an open question
c)
an open-ended question
d)
a close-ended question
18.
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
a)
Patient Listening
b)
Foundational Listening
c)
Active Listening
d)
Passive Listening
19.
Which of the following is the best way to demonstrate that you have understood a customer?
a)
Restate and summarize their needs
b)
Ask the customer to repeat what they said
c)
restate the customer's exact words to them
d)
ask the customer a follow-up question
20.
Which of the following is an example of upselling?
a)
"I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price- it's on sale!"
b)
"I'm sure you'll love that basketball sneakers. Do you also need any t-shirts or shorts?"
c)
"I love the TB model you're looking at; let me show you a different model with similar features, for the same price, so that you can see another brand."
d)
"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00"
21.
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)
A basketball
b)
Soccer Shorts
c)
A soccer goal frame and net
d)
A baseball bat
22.
Recommending additional items that complement a customer's purchase, such as shoe cleaner to go with new leather shoes is called:
a)
Up selling
b)
Cross selling
c)
Under Selling
d)
Mixed Selling
23.
A retailer completes a physical audit of the store's inventory. The total inventory was $100,000. Accounting books say there should be $110,000 in inventory. What's the amount of the inventory variation?
a)
$100,000 overage
b)
$100,000 shortage
c)
$10,000 overage
d)
$10,000 shortage
24.
Read the inventory scenario, then select the best answer below: A grocery store plans to sell 100 gallons of milk in a week so they purchase 100 gallons to merchandise on the shelf. Only 50 customers purchase gallons of milk and the other 50 gallons expire before they're sold. This is an example of which type of inventory scenario?
a)
Supply that meets or equals demand
b)
More supply than demand
c)
More demand than supply
d)
Demand that meets or equals supply
25.
When planning for inventory, a company's goal is to have
a)
Supply that meets or equals demand.
b)
Less supply than demand
c)
Demand that meets or equals supply
d)
More supply than demand
26.
Read the inventory scenario, then select the best answer below: A grocery store plans to sell 100 gallons of milk in a week so they purchase 100 gallons to merchandise on the shelf. All of the gallons were sold in 2 days. One hundred more customers came to buy gallons of milk, but the store was already sold out. This is an example of which type of inventory scenario?
a)
More supply than demand
b)
More demand than supply
c)
Demand that meets or equals supply
27.
What does POS stand for in retail?
a)
Profit of sale
b)
Price of sale
c)
Purchase of sale
d)
Point of sale
28.
A customer makes a purchase and their transaction total is $23.47. The customer pays with $40.00 in cash. How much change should they receive
a)
$16.25
b)
$16.53
c)
$17.53
d)
$16.34
29.
What organization oversees and controls workplace safety regulations?
a)
FLSA
b)
OSHA
c)
SOTP
d)
FMLA
30.
Which of the following key performance indicators can be used to measure whether each store is meeting its sales goals?
a)
Number of sales per employee
b)
Overall company growth
c)
Number of sales per store location
d)
Profit made per sale
31.
The unique way that employees interact with each other and their customers. Also, the personality of the company:
a)
Distribution mentality
b)
Company culture
c)
Shopper expectations
d)
Brand promise
32.
Retailers use technology in stores and online to:
a)
Make easier and faster to complete for employees and customers
b)
Monitor all the places they are
c)
Limit product selection
d)
Prevent customers from shopping
33.
Which of the following does not cause inventory shrinkage?
a)
Product stolen by customers
b)
Products the retailer forgot to order
c)
Products stolen from the store by employees
d)
Products damaged in the store
100 %
