NEW
Font size
S
M
L
XL
WorksheetsRIF Practice Exam 2
Total questions: 36
Worksheet time: 12mins
Name
Class
Date
1.
Which of the following is the term for the overall impression gathered from the information that is seen, heard, and experienced by customers who encounter a business, its products, and services?
a)
company brand
b)
brand promise
c)
positive feeling
d)
company promise
2.
Which of the following best defines quality customer service?
a)
adhering to company policies when processing returns
b)
doing exactly what the company procedures say to do
c)
delivering a positive, memorable experience that is more than what the customer expected
d)
offering free items to customers in order to keep them coming back
3.
After one negative experience, approximately what percentage of people say they will never do business with that company again?
a)
10%
b)
20%
c)
75%
d)
50%
4.
Which of the following is NOT a step in the basic selling process?
a)
make a connection
b)
personalize service
c)
assess needs
d)
recite product features
5.
Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?
a)
an open-ended question
b)
a leading question
c)
an open question
d)
a closed-ended question
6.
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?
a)
a leading question
b)
an open question
c)
an open-ended question
d)
a closed-ended question
7.
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)
active listening
c)
foundational listening
d)
passive listening
8.
Which of the following is the best way to demonstrate that you have understood a customer?
a)
ask the customer to repeat what they said
b)
restate and summarize their needs
c)
restate the customer's exact words
d)
ask the customer a followup question
9.
Which of the following is an example of upselling?
a)
"Would you like to upgrade that to a large fries? It's only $1.00 more."
b)
"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"
c)
"I'm sure you'll love those basketball sneakers. Do you also need any t-shirts or shorts?"
d)
"I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."
10.
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)
a soccer goal frame and net
c)
soccer shorts
d)
a baseball bat
11.
A retailer's total inventory is?
a)
all inventory owned by the retailer regardless of its location
b)
all inventory a retailer has on order
c)
all inventory available in the retailer's physical stores
d)
all inventory sold within the past year
12.
Other than the stockroom, where is a store's inventory kept?
a)
at the distribution center
b)
at the manufacturer
c)
on the sales floor
d)
in the office
13.
The process of automatic or manual ordering to meet product demands is called?
a)
RFID
b)
inventory replenishment
c)
PLU
d)
excess inventory
14.
The process of placing inventory on the sales floor, shelves, racks or other displays to be sold is called?
a)
back stock
b)
out-of-stock
c)
excess inventory
d)
stocking
15.
Extra inventory kept on hand in case customers buy more than the company estimated before the next shipment arrives?
a)
safety stock
b)
back stock
c)
out-of-stock
d)
excess inventory
16.
When products arrive at a physical store, the process used to enter it into the store's on-hand inventory is called?
a)
stocking
b)
inventory tracking
c)
inventory
d)
receiving
17.
Juliana is stocking shampoo on the sales floor, She finds a bottle that has a hole and is leaking shampoo, and throws it out. She then continues stocking and moves on with her day. Which of the following would then be true?
a)
the inventory would be acurate
b)
the inventory in the system would be too low
c)
the inventory in the system would be high
d)
the inventory would need to be counted manually
18.
Shoplifting is a chronic, expensive problem, in the retail industry. In 2016, shoplifting losses were around?
a)
$50 billion
b)
$50 million
c)
$500 million
d)
$5 billion
19.
These devices are specifically intended to be attached to clothing in order to prevent theft, and require a special tool to remove?
a)
non-electronic ink-tag
b)
electronic tags
c)
SKUs
d)
PLUs
20.
These devices are used primarily to prevent the theft of high-priced items, particularly small ones?
a)
non-electronic ink tags
b)
PLUs
c)
display or fixture locks
d)
electronic tags
21.
If a POS system detects credit card or debit card fraud, what will it do?
a)
sound an alarm
b)
process the transaction
c)
place an automated call to security
d)
decline the transaction
22.
What's the specific term for the situation in which a customer purchases a new item and then returns an old, damaged similar item using the new item's receipt?
a)
receipt fraud
b)
identity theft
c)
return fraud
d)
switch fraud
23.
Which of the following is not an example of employee fraud or theft?
a)
intentionally pricing items incorrectly
b)
giving products away to friends or family
c)
chatting with coworkers when there's stocking to be done
d)
taking a coffee break
24.
What percent of shoplifting is due to employee theft?
a)
30%
b)
20%
c)
40%
d)
50%
25.
Which agency or law protects employees against hazards in the workplace?
a)
OSHA
b)
ADA
c)
FMLA
d)
FDIC
26.
Which agency or law protects employees who report unlawful or unsafe practices?
a)
Americans with Disabilities Act
b)
Family & Medical Leave Act
c)
Whistleblower Protection Act
d)
Unsafe Practices Act
27.
Which of the following is a proper lifting technique?
a)
if you're straining, bend your knees
b)
lift close to your body
c)
keep your feet close together
d)
lift with your back
28.
If you see a spill or food or liquid on the sales floor, what's the first thing you should do?
a)
Call for a custodian or maintenance person to clean it up.
b)
Find a mop or broom and clean it up yourself.
c)
Find out who was responsible for causing the spill.
d)
Stand near or over the spill and direct traffic away from it until it can be cleaned up.
29.
Which of the following is the specific term that describes an injury caused by an item falling off a shelf and hitting a person?
a)
accidental injury
b)
negligence
c)
struck-by injury
d)
struck-against injury
30.
Which of the following refers to the total amount of money that a retailer brings in?
a)
profit
b)
cost of goods sold
c)
operating costs
d)
revenue
31.
Which of the following refers to the amount of money that a retailer makes after accouting for expenses?
a)
revenue
b)
profit
c)
cost of goods sold
d)
operating costs
32.
Which of the following refers to the difference between revenue and cost of goods sold?
a)
gross profit
b)
net profit
c)
profit margin
d)
profit margin percentage
33.
Which of the following refers to the difference between revenue and all expenses, including the cost of goods sold and operating expenses?
a)
profit margin
b)
gross profit
c)
net profit
d)
profit margin percentage
34.
What's the term for reducing the price of an item in order to encourage sales?
a)
markdown
b)
net profit
c)
markup
d)
margin
35.
If a business' revenue is $1,150 and its cost of goods sold (COGS) is $734, what is the business' gross profit?
a)
$1184
b)
$515
c)
$416
d)
there's not enough information to calculate this
36.
If a business' gross profit is $100 and its revenue is $500, what is the business' profit margin percentage?
a)
20%
b)
35%
c)
100%
d)
there's not enough information to calculate this
Reset
