WorksheetsCSS Practice Exam 2
Total questions: 22
Worksheet time: 7mins
Name
Class
Date
1.
Which of the following does not describe a product feature?
a)
flavor
b)
price
c)
texture
d)
color
2.
What 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)
the location is on the other side of the store so it would be a long walk for you
c)
you're not sure where the product is located
d)
the customer doesn't seem likely to be able to afford the product
3.
What's the best way to respond when a customer asks a question about a product and you don't know the answer?
a)
give your best guess and let the customer figure it out
b)
suggest the customer consider an alternate product that you're more familiar with so you can answer their questions
c)
admit that you don't know the answer and take the customer to a co-worker or supervisor who can help
d)
look for information on the product's packaging or on relevant signs
4.
The type of mindset that best helps you grow and learn as an employee is called?
a)
growth mindset
b)
fixed mindset
c)
product mindset
d)
retail mindset
5.
The type of mindset that limits your ability to grow and learn as an employee is called?
a)
growth mindset
b)
product mindset
c)
retail mindset
d)
fixed mindset
6.
A good way to help a customer form a good impression about you before you interact with them is to?
a)
be sure to always look busy
b)
use non-verbal communication such as having confident posture and making eye contact
c)
call out to the customer to get their attention
d)
approach the customer as soon as you see them anywhere in the store
7.
Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?
a)
open question
b)
open-ended question
c)
close-ended question
d)
leading question
8.
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?
a)
open question
b)
open-ended question
c)
closed-ended question
d)
leading question
9.
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
a)
active listening
b)
patient listening
c)
foundational listening
d)
passive listening
10.
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 the customer's exact words
c)
restate and summarize their needs
d)
ask the customer a follow-up question
11.
What's the term for service that is designed to be tailored to a specific customer's needs and interests?
a)
customer service
b)
personalized service
c)
quality service
d)
helpful service
12.
What's the term for the delivery of a positvie, memorable experience that is more than what the customer expected?
a)
quality customer service
b)
personalized service
c)
helpful service
d)
customer service
13.
Which of the following accurately defines "private-label" products?
a)
products that are available to be purchased only by a store's employees
b)
products whose names are not displayed on their packaging
c)
products that are sold only to a select group of customers
d)
products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores.
14.
Which of the following questions is the most appropriate way for a retail associate understand if a customer prefers inexpensive or expensive brands?
a)
How much do you want to spend?
b)
Do you buy clothes at second-hand stores?
c)
What clothing brands do you usually prefer?
d)
I like higher-end clothing brands myself don't you?
15.
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)
basketball
b)
baseball net
c)
soccer shorts
d)
soccer goal frame and net
16.
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 it's on sale.
b)
Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00.
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.
17.
Which of the following best defines a loyalty program?
a)
a club for employees of a retailer to join
b)
a discount coupon or code that's made available to first-time customers
c)
a discount program aimed at people who shop with a retailer's competitors
d)
a marketing program that provides incentives to repeat customers who are loyal company brand shoppers
18.
Which of the following is a good transition statement that can lead to closing a sale?
a)
Are you ready to buy this?
b)
Would you like that folded or left on the hanger?
c)
Do you want to buy this today or come back tomorrow?
d)
Are you sure that's the shirt you want to buy?
19.
Suppose a customer's purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?
a)
a $5 bill 3 $1 bills 1 dime 1 penny
b)
a $5 bill 2 $1 bills 1 dime 1 penny
c)
a $5 bill 2 $1 bills 11 pennies
d)
a $5 bill 3 $1 bills 11 pennies
20.
Where are the large bills, such as $50s and $100s, typically placed within a cash register?
a)
in the compartment with the $10s
b)
in the compartment with the 20s
c)
below the cash drawer
d)
wherever there's the most room
21.
Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?
a)
10-20%
b)
30-40%
c)
50-60%
d)
80-90%
22.
What should you do if a customer argues that they are owed extra change, you don't think that they're right, and they escalate their tone?
a)
call a supervisor immediately
b)
escalate your tone to match the customer's tone
c)
deny the customer's request
d)
call security
100 %
