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Worksheets3.1-4.3 Review NRF
Total questions: 47
Worksheet time: 24mins
Which of the following is a customer body language cue?
A customer rolling his eyes while looking around
A customer asking "Where is the laundry detergent?"
A customer asking her friend for the car keys
A customer saying "I with you still carried the large bottles of Tide."
When is it an OK time to temporarily leave one customer in order to go help a second customer?
When the first customer is being difficult
When the first customer is looking at alternate products
When the first customer doesn't appear likely to buy anything
When the first customer seems likely to make a purchase
What's the specific term for the action a retailer makes to address a service failure?
Customer Service
Service Recovery
Quality Service
Service Process
Which of the following is NOT a step you should take as part of the service recovery process?
Apologize and thank the customer for bringing the issue to your attention
Listen carefully to the customer's explanation
Tell the customer that they need to do something, such as provide more information
Propose solution options
A collective group of customers served by a particular retailer are referred to as that retailer's:
Employees
Competitiors
Management
Clientele
Which of the following is NOT an area of foundational knowledge that retailers look for in all employees:
Reading
Writing
Sales Skills
Math
Which of the following describes a communicator who is straight to the point?
Analytical
Intuitive
Functional
Personal
Which of the following describes a communicator who wants process, detail, timelines and well-thought-out plans?
Analytical
Intuitive
Functional
Personal
Which of the following describes a communicator who wants to hear about big-picture ideas?
Analytical
Intuitive
Functional
Personal
Which of the following describes a communicator who values relationships and connecting with people?
Analytical
Intuitive
Functional
Personal
Which of the following would be an appropriate use of language in an e-mail:
"Yes, I'm happy to help you!"
"OK, no prob"
"Will check w my mgr"
"I'll run that by our Max team and get back to you."
The most common workplace injuries are:
Slips, trips, and falls
Injuries due to improper lifting
Injuries due to workplace violence
Powered equipment accidents
Which of the following is a good transition statement that can lead to closing a sale?
Are you ready to buy this?
Do you want to buy this today or come back later?
Would you like that folded or left on the hanger?
Are you sure that's the shirt that you want to buy?
Suppose a customer's purchases total $52.14 and the customer give you $60.25. What's the correct change using the fewest number of bills and coins possible?
1 $5 bill, 2 $1 bills, 1 dime and 1 penny
1 $5 bill, 3 $1 bills, 1 dime and 1 penny
1 $5 bill, 3 $1 bills, and 11 pennies
1 $5 bill, 2 $1 bills, and 11 pennies
Where are large bills, such as $50's and $100's, typically placed within a cash register?
In the compartment with the $20's
In the compartment with the $1's
Wherever there is the most room
Below the cash drawer
Approximately what percentage of Americans use a credit or debit card for at least some purchases?
80-90%
50-60%
30-40%
10-20%
What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?
Escalate your tone to match and show you won't back down
Call a supervisor
Give the customer the change to avoid a scene
Call security
What's the term for service that is designed to be tailored to a specific customer's needs and interests?
Customer service
Quality service
Personalized Service
Helpful Service
What's the term for the delivery of a positive, memorable experience that is more than what the customer expected?
Customer service
Quality Customer Service
Personalized service
Helpful service
Which of the following accurately describes "private-label" products
Products that are available to be purchased only by a store's employees
Products whose names are not displayed on their packaging
Products that are sold only to a select group of customers
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
Which of the following questions is the most appropriate way for a retail associate to understand if a customer prefers inexpensive or expensive brands?
"What clothing brands do you prefer?"
"How much do you want to spend?"
"Do you buy clothes at second-hand stores?"
"I like higher-end clothing brands myself, don't you?"
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
Soccer shorts
a soccer goal frame and net
a baseball bat
If a customer was about to purchase a soccer ball, which would be the best item to try to cross-sell?
A basketball
Soccer shorts
A soccer goal frame and net
A baseball bat
Which of the following is an example of upselling?
"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!"
"I'm sure you'll love those basketball sneakers. Do you also need any T-shirts or shorts?"
"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."
"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00"
In preparing a resource list for your customers, you should consider including:
Local companies that have complementary services to the products you sell
Information about companies you recommend, such as repair shops
Phone numbers that customers have requested in the past, such as a taxi service
All of the above
A computer store has a sign posted on the door that says, “No food or drink to be brought into the store.” A sales associated is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate’s best response?
Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store.
Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage.
Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive.
Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.
Which of the following best defines a loyalty program?
A marketing program that provides incentives to repeat customers who are loyal company brand shoppers
A club for employees of a retailer to join
A discount coupon or code that's made available to first-time customers
A discount program aimed at people who shop with a retailer's competitors
A toy store is running a promotion. Customers who spend more than $100.00 at the store will receive %10 off the total purchase. A customer asks the associate what the total will be if she buys a bicycle for $159.99. Before taxes, her total would be approximately:
$100.00
$139.00
$144.00
$150.00
The best way to talk to a new customer is to:
Flatter her—tell her she has taste and looks great
Interact as if you are old friends
Match what you say and your tone of voice to her personality
Convince her that you know what is best for her to buy
A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?
Your friend could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?
She’ll probably want to do more cooking when she sees these pans!
I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.
I’m sure she’ll like them just like you do
Your company just received dresses from a new dress designer from China to be sold at your business. These simple dresses can be wrapped on an individual in many ways to create a simple dress, as a top blouse only, or as an “After 5” dressier piece. What should you do as the sales associate before displaying this item for customers to examine?
Photocopy an illustration to show the different ways it can be worn
Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it
Check for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets U.S. guidelines
Safely unpack the merchandise to minimize damage from handling before displaying it.
Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:
Suggesting that he buy “top of the line” products
Stating that the products in your store are far better than those in other stores
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
Suggesting that your store often has sales
A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must
Secure the area and report the situation to management
Call the custodian for assistance
Do a temporary cleanup as best he/she can
Nothing; maintenance will clean it up
To keep the lines of communication open, the best questions to ask:
Are direct and to the point
Are ones that can be quickly answered with a “yes” or a “no”
Begin with who, what, where, when, how, or why
Are ones that are able to direct the customer to a decision
Are structured to save the customer’s time
When fitting the products to the customer, you should:
Correct her if she tells you the wrong size
Ask questions that will help her define the right fit
Select the approximate size you believe that she is.
Wait till the customer picks out the right size.
Which of the following is a customer body language cue?
A customer rolling his eyes while he is looking around
A customer asking "Where is the laundry detergent?"
A customer asking her friend for the car keys
A customer saying "I wish you still carried the large bottles of Tide."
If your store does not offer the particular product of service the customer is looking for, your first option should always be to:
Convince the customer he doesn’t need it anyway
Suggest alternatives that your store does carry
Immediately refer him to a competitor
Inform him of the drawbacks of the product he is seeking
Below is the price list at Walmart Garden Center. Paul is a senior citizen who comes in to purchase a lawn sprinkler on Tuesday. How much will it cost Paul to make this purchase? Walmart Super Sale Items: 10 pound bag of birdseed $ 7.00, Lawn Sprinkler $8.60, Garden Hose $15.00, Wheel Barrow $40.00, Bird Feeder $20.00. There is an additional 10% discount on Tuesday’s for Senior Citizens.
$8.00
$7.74
$8.90
$7.94
What question do you ask to get feedback to see if the computer software met expectations of the customer?
Did they deliver it on time?
Did you have installation problems?
What new features have you used?
How has the software worked for what you were using it for?
Where are large bills, such as $50s and $100s, typically placed within a cash register?
In the compartment with the $20s
In the compartment with the $10s
Wherever there's the most room
Below the cash drawer
Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?
A promise to stand behind the product.
To show it isn’t the best quality so you need a warranty
A promise to replace the product no matter what happens.
To prove you will not need a warranty.
Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?
10-20%
30-40%
50-60%
80-90%
Suppose that Bill and JoAnne are sales assciates 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 is the problem that Bill is facing?
He doesn't like the times when he works
He isn't getting assigned enough hours and worries about the financial consequences
He doesn't like his manager
He wants to work in a different part of the store.
Which of the following is NOT a concept that helps you manage your time effectively?
Organizing
Prioritizing
Procrastinating
Focusing
Part of effective time management is prioritizing tasks. Which of the following is NOT a code that you would use when setting priotities?
Do
Delegate
Designate
Delay
If your total sales was $4,700 and you had 38 transactions, what was your average sale?
$133.68
$123.68
$123.58
$123.00
Which of the following is a SMART goal?
I will improve my sales
I will increase my monthly sales volume by 20% by the end of March
I will increase my sales volume until my manager is happy with my performance
I will increase my monthly sales volume every month
