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WorksheetsBusiness of Retail Practice Test 2
Total questions: 45
Worksheet time: 45mins
Delivering a positive, memorable experience that leads to customer loyalty is called
Selling
Meeting Expectations
Quality Customer Service
Customer Service
You notice a customer in your store is acting suspicious. He keeps checking his surrounding and doesn't have a shopping cart or basket with him. What would be the BEST thing to do in this case?
Politely ask the custoner to leave the store
Approach the customer and ask if he needs help with anything
Tell your coworker to keep an eye on the customer, since he could be a potential shoplifter.
Call security and inform them that there is a potential shoplifter in the store.
You are managing online orders in a Mexican restaurant. A customer puts in an order for a "beef burrito" with a note of "No cilantro pease!" You know that the restaurant uses cilantro for seasoning the meat. What should you do?
Process the order since it is very unlikely that the customer will notice the cilantro in the food
Call the customer to explain the situation and aks if they would like to change the order to something that doesn't have cilantro
Cancel the order and refund the money
Ask the cook not to add extra cilantro to the food
As you walk through the store, you notice that the Honey Nut Cherios are out, so there's an empty space on the shelf. You also notice that Cheerios Whole Grain Oats and Life located next to it are intact, which makes the empty space even more noticeable. What would be the BEST thing to do?
Move some of the Life boxes to that section to cover the empty space
Nothing - There are still many cereal options available for customer to purchase
Move some of the Cheerios Whole Grain Oats Crunch boxes to that section to cover the empty space
Notify your manager that the Honey Nut Cheerios need to be replenished
What is a sales associate's role in pricing?
Knowing the store's pricing strategies and policies so that they can steer customers to the more profitable merchandise
Paying attention to prices on new items, markups, and markdowns so that they can provide accurate information to customers
Collection of and using competitive price data to adjust or help set sale prices
Understanding customer price sensitivity so that they can steer customers toward products in the appropriate price range
Your store has a mix and match special with canned products. Customers can pay $1.10 for any canned product or $10 for 10 canned products. A customer is ready for check-out and has 3 Black Beans, 5 Kidney Beans, and 2 Golde Corn cans. What would be the MOST effective way to process the sale at the register?
Scan any can and update the quantity to 10
Scan 1 can of black beand and update the quantity to 3, 1 canof Kidney beans and update the quantinty to 5, and 1 can of golden corn and update to the quantity of 2
Scan the 10 can individually
Scan 1 can of beans and update the quantity to 8, and 1 can of of golden corn, and update the quantity to 2
Which characteristic is CRITICAL to determining whether new sales associates are ready to begin successfully selling products in their stores?
They have successfully passed all of the store's required product and customer service training
They can accurately and intelligently answer customer questions and solve routine problems
They know where to find the information needed to answer customer questions
They have a firm understanding of the store's merchandising layout
When should a store mark down its products?
When they aren't selling fast enough
When its competitor marks down the same product
When sales are low and/or a season has ended.
When customers complain that the item is too expensive
A retailer's goal is for supply to be ________ to demand
less than
balanced with
equal to
greater than
Using the manufacturers suggested price is a pricing strategy to prevent competitive pricing between retailers. This strategy is called
Keystone Pricing
Vendor Pricing
Discount Pricing
Competitive Pricing
Which component is usually the first one in a distribution channel?
Retailer
Customer
Manufacturer
Wholesaler
A customer comes to a store wanting to buy a dress listed online as available in-store. When the associate checks the system, he learns that the dress is sold out, but it will be back in stock the next day. Which of the following should the sales associate do to guarantee that this doesn't happen to any other customer?
Inform his cowokers that the dress is sold out, so they can notify other customers that may come looking for the dress
Print a sign indicating that the dress is temporarily out of stock and put it on the window
Nothing- It is unlikely that another customer will come asking for the same dress
Immediately inform the manager, so the inventory count for that dress can be updated in the website
Nancy just got a new job at the local retail store. She's excited for her new role of placing inventory on the sales floor, shelves and other displays to be sold to the customer. This role is called
Merchandising
Stocking
Sales
Cashiering
Which is not a type of preventable loss
Shop Lifting
Proper Product Placement
Employee Theft
Operational Errors
A sales associate processes a customer's credit card. The purchase is declined by the credit card company. What should the associate do?
Ask the customer to return to the store when the balance on the credit card is smaller
Contact security personnel so that they can detain the customer
Tell the customer that the credit card has been declined and ask what the customer would prefer to do
Ask a supervisor to explain company policy to the customer
You're opening a new shoe store in your town. Which of the following would you consider to be your direct competitor?
TJ Max
Party City
Wendy's
Nike
Which of the following is the Best question for sales associates to ask themselves when evaluating their performance after a customer interaction?
What went well, and what could I do better next time?
Why did or didn't they buy today?
What other products or services should I have offered?
Will this customer require a follow-up call or email?
Jesse sells 30 t-shirts at $12.00 each. The cost of each t-shirt is $5.00. What is Jesse's gross profit?
$210
$110
$360
$355
A store is launching a new line of cosmetics. The store is planning an in-store makeover event to introduce the high-end products. Which of the following is the MOST popular and effective selling technique to promote the products?
Coupons and demonstration
Sales flyers and ads
Samples and demonstration
Samples and sales flyers
A robber is pointing a gun at an associate and demanding all the cash in the register. Which of the following should the associate do?
Try to reason with the robber
Fight the robber back
Remain as calm as possible and comply with the robber's requests
Try to escape the robber and leave the store
A customer has decided to do his own taxes using a popular software program. He goes to your retail store on Saturday morning to buy the program so that he can complete his taxes over the weekend. Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the program in stock. The associate checks with the buyer and finds out that a new supply is expected anytime. What can the sales associate do to help the customer now?
Ask the customer what features he likes about the software and see if the store has another program in stock that would fit his needs
Ask the customer why he waited until the last minute to do his taxes
Tell the customer he will be called as soon as the new shipment arrives, and put one on hold for him.
Call a competitor's store and see if they have the program in stock to meet the customer's immediate needs.
It's October and a small souvenir shop in New York wants to put in a large order of sunglasses since they ran out over the summer. Do you think making a LARGE purchase of sunglasses is a good financial decision?
Yes, they need more supplies to satisfy the market demand of sunglasses
Definitely, they have been having a lot of sales
Probably not since winter is approaching and the demand of sunglasses is going to decrease
No, sunglasses aren't very profitable
A new pet grooming store is opening in town and wants to promote the business. What is the BEST way to reach the target audience?
Put an ad in the local newspaper with the opening date and services available
Identify pet owners in the area and send a post card with an invitation to the opening and a coupon
Give flyers to people walking on the street
Put up "Coming Soon" signs in the store windows indicating the opening date
Julie places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% off the price paid three weeks ago. The store has a 14-day sales price adjustment policy. She wants a credit for the price difference. The associate should:
Suggest that the customer return the coat, then buy it again at the discounted price
Ask the customer to wait while the sales associate asks the manager for approval
Tell the customer there is nothing the associate can do to help her and move on to the next customer
Suggest that the customer pay more attention to the sale dates in the future
While the season is changing from winter to spring, a manager asks a sales associate for ideas on a sales strategy that will help clear out the remaining winter merchandise. Which of the following strategies is MOST likely to help reach this goal?
Put up signs throughout the store stating that all winter merchandise is "while supplies last"
Reduce pricing on winter apparel by 50% or more and add incentives for purchasing scarves, hats, and gloves
Suggest shipping the winter merchandise to an outlet store to make room for the spring line
Introduce an employee incentive plan for the salesperson who sells the most winter apparel that week
A customer is purchasing a new cellphone. What add-on product would be BEST to recommend with that purchase?
A phone case
A tablet
A tablet keyboard
A laptop
This act prohibts employers from discriminating against qualified individuals with disabilities in job application procedures, hiring, firing, advancement, compensation, training or other terms.
American with Disabitilies Act (ADA)
Fair Labor Standarnds Act (FLSA)
Food and Drug Administration (FDA)
Occupational Safety and Health Administration (OSHA)
The new small children's clothing store was working on their pricing strategy. They decided to end all of their prices in .97, a few cents less than the round number. So instead of selling a pair of pants at $15.00, they would sell it at $14.97. This is an example of
Psychological Pricing
Mark Down
Competitve Pricing
Vendor Pricing
Ralph, the buyer for a small produce store in town, sells 30 bags of cherries at $10 per bag. His cost per bag is $6.00. What is his revenue?
$300
$150
$180
$120
Presenting products in the most effective, attractive way possible to drive traffic, create interest and encourage customers to make a connection with products is called
Visual Merchandising
Curb Appeal
Category review
Merchandise Plan
The pet store has a locked trailer of extra inventory behind the store containing items to be featured in their holiday promotions. this inventory is called
Shrinkage
Excess Inventory
Safety Stock
Barcode
A husband is looking for a birthday gift for his wife. He knows that she wants a pair of gold earings that your store carries. Once you realize that you no longer have that item in stock, what is the MOST appropriate next step in serving the customer?
Tell him that you think they are available online and he should purchase them there
Explain that the item is out of stock and offer him a discount if he buys something else
Attempt to locate the item online or at one of your other stores
Ask him to give his wife a call and see if she would like a bracelet instead
The cost is $20.00 for an item. If the margin on the item is 20%, what will the retail price be?
$23.00
$22.00
$30.00
$24.00
One of the mannequins at your store is displaying an outfit that is sold out. However, that display has attracted a lot of traffic to your store. What should you do?
Leave as it is since the display has been a total success
Change the mannequin with clothes available on stock, so it doesn't mislead customers
Leave the mannequin as it is and put a sold out sign next to it
Order more of the clothes that the mannequin is wearing.
A customer orders take-out from a restaurant and wants to use an expired coupon. The restaurant prides itself on customer service and satisfaction. What should the server do about the coupon?
Take the order and the coupon, then charge full price at pick-up
Honor the expired coupon and thank the customer
Tell the customer that the coupon is expired, so full price will be charged
Ask the customer to returntomorrow with the coupon from tomorrow's newspaper
It was the end of the holiday season and the retail store was already beginning to receive items for the next holiday, Valentines Day. What tactic should the store do to help make room for the new items?
Mark down the holiday items
Discontinue the holiday items
Mark the holiday items out of stock
Mark up the holiday items
You work in a produce department and you find a scenario like the one depicted in the image. In this case, why do you think it is important to keep the cartons replenished? Select the BEST answer.
So all the produce in-stock can be sold quickly, before they go bad
So I don't get in trouble with the manager
So I can be selected as the employee of the month
So there are enough options avaiable for customers to purchase at all times
A college student is shopping for a new laptop to do schoolwork. What would you ask the customer to learn more about her preferences and needs?
"Which features are most important to you in a laptop?"
"Would you consider this option? It is very popular among students."
"Do you have a price range?"
"Do you need a laptop with a big screen or a small screen?"
Which is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?
Ignore negative comments because unhappy customers often just like to complain
Remove the complaints from social media sites so that other customers will not see them
Encourage the feedback and think of the comments as free market research
Contact the customers with complaints and offer discounts on their next purchases
A customer's child slips and falls. The child gets a scratch on the elbow, but appears to be otherwise unhurt. What should the employee do FIRST?
Notify the store manager
Call the paramedics
Ask the parent if the child is okay
Contact the company lawyer
You are working as an overnight stocker in a high-volume grocery store and come across three tubs of yogurt with a sell-by date of two more days. What should you do?
You remove the yogurt from the case and then fill out the paperwork to mark out of stock as they are almost expired and new items have arrived
You walk around the store and ask a few other employees who are also stocking their areas how they would handle this situation
You move the yogurt to the front of the case, knowing it will sell as the store opens because it is a best seller and it's on sale
You move the tubs to the front of the case and leave your manager a note, asking her to remove the items the next day if they don't sell since they will expire the day after that
Strategies used by retailers that make a product appealing to customers, incentivize them to make a purchase or to generate sales are called
Place
Price
Product
Promotions
A business makes $4,000 in daily revenue and on average, spends $1,200 in the products sold and $1,700 on employee salary and other operating expenses. What's the daily net profit of the business?
$1,500
$2,800
$1,100
$2,900
The inventory life cycle is disrupted when
the customer has a clean, inviting environment to shop in
supply equals demand
merchandise is stolen or broken
merchandise arrives on time
All of the following are types of retail operations except:
Changing prices on items
Customer Service
Stocking store shelves
Creating Displays
