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WorksheetsRIF Comprehensive Practice Exam
Total questions: 69
Worksheet time: 23mins
Name
Class
Date
1.
Which of the following is a term for physical goods that are bought and sold?
a)
sales
b)
pricing
c)
services
d)
products
2.
Which of the following is a standard term that describes the audience of retail stores - that is, the people who will buy things from stores?
a)
manufacturers
b)
customers
c)
wholesalers
d)
buyers
3.
Which of the following is a term for intangible things, such as providing delivery for items sold by retailers?
a)
services
b)
gifts
c)
training
d)
products
4.
Which of the following terms best describes a grower of potatoes?
a)
stocker
b)
manufacturer
c)
distribution center
d)
retailer
5.
The majority of retailers are?
a)
online only
b)
corporations
c)
independently owned
d)
franchises
6.
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)
multichannel
b)
integrated channel
c)
omnichannel
d)
seamless channel
7.
Approximately what percentage of US jobs are retail jobs, as of 2019?
a)
5-10%
b)
20-25%
c)
10-15%
d)
35-40%
8.
What kinds of things does a manufacturer produce?
a)
finished products
b)
fossil fuels
c)
services
d)
raw materials
9.
Which of the following would NOT be a factor that affects which products a retailer chooses to select to offer in store?
a)
employee preferences
b)
local customers
c)
manufacturer incentives
d)
the store's location
10.
Which of the following holds large quantities of products that are later sent either to retail locations or directly to customers?
a)
distribution center
b)
manufacturer
c)
wholesaler
d)
retailer
11.
What's the term that described distributing merchandise from a manufacturer to a retailer location?
a)
allocation
b)
innovation
c)
alleviation
d)
reimagination
12.
What's the term for reducing the price of an item in order to encourage sales?
a)
markdown
b)
net profit
c)
margin
d)
markup
13.
Physical goods (that can be touched) that can be bought and sold are called?
a)
products
b)
services
c)
skills
d)
items
14.
Which item is considered a retail product?
a)
new car
b)
car warranty
c)
car wash
d)
car lease
15.
Merchandise without an expiration date has a longer?
a)
manufacturing time
b)
shelf-life
c)
run time
d)
profit
16.
Customers of a popular athletic store chain can purchase items in-store and on-line or via their mobile app. The customer also receives texts and emails about current promotions and sales. This is an example of?
a)
multichannel retailing
b)
integrated channel retailing
c)
alternate channel retailing
d)
omnichannel
17.
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
18.
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
19.
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%
20.
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
21.
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
22.
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
23.
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
24.
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
25.
Which of the following is NOT a concept that helps you manage your time effectively?
a)
organizing
b)
prioritizing
c)
focusing
d)
procrastinating
26.
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 Bill is facing?
a)
He doesn't like the times when he works.
b)
He doesn't like his manager.
c)
He wants to work in a different part of the store.
d)
He isn't getting assigned enough hours and worries about the financial consequences of having a lighter schedule than expected.
27.
Which of the following is a SMART goal?
a)
I will sell more.
b)
I will increase my monthly sales volume by 20% by the end of March.
c)
I will increase my sales volume until my manager is happy with my performance.
d)
I will increase my monthly sales volume every month.
28.
What's the term for a very brief speech that you can use to sell yourself to people you meet?
a)
a job post
b)
a keynote speech
c)
an elevator pitch
d)
a sales presentation
29.
If you have a job interview scheduled for 1:00 PM, when's the best time to arrive at the store when you're being interviewed?
a)
12:30 PM
b)
12:45 PM
c)
12:59 PM
d)
1:00 PM
30.
What's the standard method to use to thank an interviewer after the interview?
a)
via text message
b)
via phone call
c)
via email
d)
by sending a card in the mail
31.
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)
Retail friends: I'm looking for a sales associate position, so if you know anyone, feel free to mention me!
c)
Joe, send me your demo reel and I'll talk to my producer friend about you.
d)
Thanks to Walgreens for filling my prescription so quickly!
32.
What does the "S" in SMART goal stand for?
a)
special
b)
smart
c)
specific
d)
simple
33.
What information should you expect to enter on a job application?
a)
education
b)
hair color
c)
age
d)
names of family members
34.
What does the "R" in SMART goal stand for?
a)
ready
b)
ready-oriented
c)
routine
d)
results-oriented
35.
What is the first step in the problem solving process?
a)
finish your shift
b)
find solutions
c)
define the problem
d)
take action
36.
A broad, general, and written statement of a specific job is called
a)
job objective
b)
job title
c)
job description
d)
job analysis
37.
What is a group of people called who work together towards a common goal?
a)
meeting
b)
group
c)
huddle
d)
team
38.
What is the final step in the problem solving process?
a)
identify solutions
b)
take action
c)
define the problem
d)
pick a problem
39.
Keeping a planner and checklist can help you with which time management skill?
a)
organize
b)
create
c)
focus
d)
prioritize
40.
What does the "T" in SMART goal stand for?
a)
timid
b)
temporary
c)
time-based
d)
talent-based
41.
What tool can help you organize your time?
a)
file folders
b)
ruler
c)
a to-do list
d)
asking your mom to remind you
42.
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."
43.
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
44.
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
45.
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
46.
The process of automatic or manual ordering to meet product demands is called?
a)
RFID
b)
inventory replenishment
c)
PLU
d)
excess inventory
47.
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
48.
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
49.
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
50.
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
51.
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
52.
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
53.
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
54.
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
55.
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
56.
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
57.
What percent of shoplifting is due to employee theft?
a)
30%
b)
20%
c)
40%
d)
50%
58.
Which agency or law protects employees against hazards in the workplace?
a)
OSHA
b)
ADA
c)
FMLA
d)
FDIC
59.
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
60.
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
61.
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.
62.
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
63.
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
64.
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
65.
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
66.
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
67.
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
68.
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
69.
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
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