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WorksheetsCSS Comprehensive Practice Exam
Total questions: 75
Worksheet time: 25mins
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.
Which of the following is a customer body language cue?
a)
a customer asking "Where is the laundry detergent?"
b)
a customer asking her friend for the car keys
c)
a customer rolling his eyes while looking around
d)
a customer saying "I wish you still carried large bottles of Tide."
16.
When is it an OK time to temporarily leave one customer in order to go help a second customer?
a)
when the first customer is being difficult
b)
when the first customer is looking at alternate products
c)
when the first customer seems likely to make a purchase
d)
when the first customer doesn't appear to really be likely to buy anything
17.
What's the specific term for the action a retailer makes to address a service failure?
a)
service recovery
b)
customer service
c)
quality service
d)
service process
18.
Which of the following is NOT a step you should take as part of the service recovery process?
a)
apologize and thank the customer for bringing the issue to your attention
b)
apologize and let them know you will contact the manager
c)
listen carefully to the customer's explanation
d)
tell the customer that they need to do something such as provide more information
19.
The collective group of customers served by a particular retailer are referred to as that retailer's?
a)
clientele
b)
competitors
c)
employees
d)
management
20.
Which of the following is NOT an area of foundational knowledge that retailers look for in all employees?
a)
reading
b)
writing
c)
sales skills
d)
math
21.
Which of the following describes a communicator who is straight to the point?
a)
analytical
b)
functional
c)
intuitive
d)
personal
22.
Which of the following describes a communicator who wants to process, detail, timelines and well-thought-out plans?
a)
analytical
b)
functional
c)
intuitive
d)
personal
23.
Which of the following describes a communicator who wants to hear about big-picture ideas?
a)
analytical
b)
functional
c)
intuitive
d)
personal
24.
Which of the following describes a communicator who values relationships and connecting with people?
a)
analytical
b)
functional
c)
intuitive
d)
personal
25.
Which of the following would be an appropriate use of language in an email?
a)
"OK no prob."
b)
"Will check w/ my mgr."
c)
"Yes, I'm happy to help you!"
d)
"Yep yep let me run that by the team and get on that tip top."
26.
The most common workplace injuries are?
a)
injuries due to improper lifting
b)
injuries due to workplace violence
c)
slips trips and falls
d)
powered equipment accidents
27.
Bill: "I'm not getting the shifts I want. I only got 6 hours this week. I can't make my rent this month." What's the problem Bill is facing?
a)
he isn't getting enough hours and worries about the financial consequences
b)
he doesn't like the times when he works
c)
he doesn't like his manager
d)
he wants to work in a different part of the store
28.
Which of the following is NOT a concept that helps you manage your time effectively?
a)
focusing
b)
organizing
c)
procrastinating
d)
prioritizing
29.
Part of effective time management is prioritizing tasks, which of the following is NOT a code that you would use when setting priorities?
a)
designate
b)
do
c)
delegate
d)
delay
30.
If your total sales was $4700 and you had 38 transactions, what was your avaerage sale?
a)
$123
b)
$123.58
c)
123.68
d)
$133.68
31.
Which of the following is a SMART goal?
a)
I will sell more.
b)
I will increase my sales volume until my manager is happy with my performance.
c)
I will increase my monthly sales volume every month.
d)
I will increase my monthly sales volume by 20% by the end of March.
32.
A job description typically contains?
a)
a description of the job's responsibilities
b)
the name of the supervisor
c)
the specific career path for an individual starting with the company in this position
d)
the exact hours that a person in this job works each week.
33.
Which agency is responsible for implementing laws and regulations to protect employees?
a)
ADA
b)
EEOC
c)
FDIC
d)
FLSA
34.
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)
an elevator pitch
c)
a keynote speech
d)
a sales presentation
35.
When describing your skills and experience, it's important to?
a)
begin sentences with "I did"
b)
use action verbs
c)
use sentences directly from the job description
d)
list the names of your co-workers
36.
If you have a job interview scheduled for 1:00PM, 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)
1:00PM
37.
What's the standard method to use to thank an interviewer after the interview?
a)
via email
b)
via text message
c)
via phone call
d)
by sending a card in the mail
38.
Which of the following comments would be inappropriate in a social media post?
a)
I'm looking for a sales position if you know anyone feel free to mention me!
b)
Joe send me your demo reel and I'll talk to my producer friend about you
c)
Thanks to Walgreens for filling my prescription so quickly!
d)
Quit my job today! No more being exploited and unappreciated!
39.
Which of the following is not typically counted as "compensation" that an employee receives?
a)
bonus pay
b)
free coffee in the break room
c)
hourly pay
d)
sales commissions
40.
Which of the following phrases is an example of positive feedback given to an employee?
a)
Julie your productivity scores are very low and need to improve.
b)
Phil you've really improved your stocking speed.
c)
Max you need to start showing up on time.
d)
Emily you have so much potential.
41.
The term for someone who is considered to be a supportive, reliable part of a group is?
a)
team member
b)
team player
c)
teammate
d)
team leader
42.
A vertical career path is one in which someone?
a)
makes a series of moves some of which are lateral
b)
jumps from company to company
c)
takes on roles with increasing responsibilities that are in the same part of the company
d)
stays in the same role but takes on a larger workload
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)
basketball
b)
baseball net
c)
soccer shorts
d)
soccer goal frame and net
44.
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.
45.
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
46.
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?
47.
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
48.
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
49.
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%
50.
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
51.
Which of the following is a term for physcial goods that are bought and sold?
a)
sales
b)
pricing
c)
services
d)
products
52.
Which of the following is a standard term that describes the audience of retail stores - that is the people who will buy things from the stores?
a)
customers
b)
manufacturers
c)
wholesaler
d)
buyers
53.
Which of the following is a term for intangible things such as providing delivery that are sold by retailers?
a)
gifts
b)
training
c)
services
d)
products
54.
What kinds of things does a manufacturer produce?
a)
raw materials
b)
fossil fuels
c)
services
d)
finished products
55.
Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?
a)
manufacturers
b)
wholesalers
c)
retailers
d)
distribution center
56.
Which of the following terms best describes a grower of potatoes?
a)
wholesalers
b)
distribution center
c)
manufacturer
d)
producer
57.
The majority of retailers are?
a)
independently owned
b)
corporations
c)
franchises
d)
online only
58.
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
59.
Which of the following is the standard definition of a retail ecosystem?
a)
an interconnected system of approaches to provide customers with the merchandise and services they want
b)
a group of stores that work together collaboratively to serve customers' needs
c)
a team of store employees who help each other
d)
a set of systems that work together to make sure all products are tracked and accounted for
60.
Approximately what percentage of US jobs are retail jobs as of 2019?
a)
5-10%
b)
10-15%
c)
20-25%
d)
35-40%
61.
These customers can take a long time to make a purchase decision and might return to a retailer several times before making a purchase.
a)
innovation/trend buyers
b)
impulse buyers
c)
comparison buyer
d)
recreational buyers
62.
These customers tend to make quick purchase decisions often buying inexpensive items that are not of high importance to them.
a)
innovation/trend buyers
b)
recreational shoppers
c)
comparison shoppers
d)
impulse buyers
63.
These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores and comparing retailer ads.
a)
innovation/trend buyers
b)
Comparison buyer
c)
impulse buyers
d)
recreational buyers
64.
These customers view shopping as a fun occasion so shipping does not necessarily include making a purchase.
a)
recreational shoppers
b)
innovation/trend buyers
c)
impulse buyers
d)
comparison buyers
65.
These customers have an early adopter mindset and want to be recognized as trendsetters by others.
a)
impulse buyers
b)
comparison shoopesr
c)
innovation/trend buyers
d)
recreational shoppers
66.
These shoppers typically enjoyed repeated and valued positive customer experiences with a particular retailer.
a)
followers
b)
comparison shoppers
c)
loyal customers
d)
recreational shopper
67.
These shoppers are rarely the first to try to new products.
a)
loyal customers
b)
followers
c)
recreational shoppers
d)
comparison shoppers
68.
Which of the following is the term for behavior influences that come from a customer's family and friends?
a)
external social cues
b)
external commercial cues
c)
internal physical cues
d)
retailer cues
69.
Which of the following is the term for behavior influences that come from retailer's marketing?
a)
external social cues
b)
external commercial cues
c)
internal physical cues
d)
retailer's cues
70.
Which of the following is the term for behavior influences that come from a customer's own needs?
a)
external commercial cues
b)
external physical cues
c)
internal physical cues
d)
retailer cues
71.
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, its products and services?
a)
brand promise
b)
positive feeling
c)
company brand
d)
company culture
72.
Which of the following is the term for the unique way that company employees act with each other and with customers?
a)
company brand
b)
company culture
c)
brand promise
d)
positive feeling
73.
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)
doing exactly what company procedures say to do
d)
offering free items to customers in order to keep them coming back
74.
As of 2019 roughly how much money do US retailers lose annually due to poor customer service?
a)
$20-$30 million
b)
$100-$150 million
c)
$60-$70 billion
d)
$100-$150 billion
75.
After one negative experience, approximately what percentage of people say they will never do business with that company again?
a)
10%
b)
20%
c)
50%
d)
75%
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