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WorksheetsRise Up customer Service quiz
Total questions: 100
Worksheet time: 50mins
Which of the following is a term for physical goods that are bought and sold?
Sales
Products
Pricing
Services
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?
Manufacturers
Wholesalers
Buyers
Customers
Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
Gifts
Training
Services
Products
What kinds of things does a manufacturer produce?
Raw materials
Fossil fuels
Services
Finished products
Which of the following holds large quantities of product that are sent to either retail location or directly to customers?
Manufacturers
Wholesalers
Distribution Center
Retailer
Which of the following terms best describes a grower of potatoes?
Manufacturer
Wholesaler
Distribution Center
Retailer
The majority of retailers are:
Independently owned
Corporations
Franchises
Online only
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?
Multichannel
Omnichannel
Integrated Channel
Seamless Channel
Which of the following is the standard definition of a retail ecosystem?
An integrated system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.
A group of stores that work together collaboratively to serve customers’ needs.
A team of store employees who help each other.
A set of technological systems that work together in order to make sure all products in a retailer’s inventory are tracked and accounted for.
Approximately what percentage of U.S. jobs are retail jobs, as of 2019?
5-10%
10-15%
20-25%
35-40%
What is the goal of retailing?
To provide customers with the merchandise and services they want only where they want to purchase them
To provide customers with the merchandise and services they want when, where, and how they want to purchase them
To provide employees with the jobs they want when, where and how they want them
To provide shareholders with investment opportunities when, where, and how they want them
What type of retail business grants a license to another entity to sell its products or services in a particular area?
Independent retailer
Corporation
Franchise
Private company
Retailers provide which of the following marketing functions?
Distribution
Production
Manufacturing
Product management
These customers can take a long time to make a purchase decision, and might return to a retailer several times before making a purchase.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores, and comparing retailer ads.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers have an early adopter mindset, and want to be recognized as trendsetters by others.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These shoppers have typically repeated and valued positive experiences with a particular retailer.
Loyal customers
Followers
Recreational shoppers
Comparison shoppers
These shoppers are rarely the first to try new products.
Loyal customers
Followers
Recreational shoppers
Comparison shoppers
Which of the following is the term for behavior influences that come from a customer's family and friends?
External commercial cues
External social cues
Internal physical cues
Retailer cues
Which of the following is the term for behavior influences that comes from retailer's marketing?
External commercial cues
External social cues
Internal physical cues
Retailer cues
Which of the following is the term for behavior influences that come from a customer's own needs?
External commercial cues
External social cues
Internal physical cues
Retailer cues
During every retail transaction, who is the most important person?
The business owner
The sales associate/cashier
The customer
The CEO
What helps to build trust between consumers and the brand?
Customer service
Loyalty
Honesty
Money
What can be swayed by external commercial and social cues as well as by internal physical cues?
Customer purchasing power
Customer motivation
Customer loyalty
Customer trends
What type of market data is represented by customers' age, income, education, and occupation?
Demographic
Geographic
Psychographic
Motivation
Who are product users with established credibility in a specific industry or content area, access to an online audience through their follower network that can persuade others to act on their recommendations?
Customers
Retailers
Influencers
Followers
Which of the following is a reason for a retailer to use technology?
Make tasks slower and more difficult to complete
Enable data collection to help them understand buying behaviors
Hinder communication with customers
Identify and maximize business risks and liabilities
Which of the following is a retail technology used to electronically display digital images, video, and product information to attract customers to products while they are shopping in the store?
Market
Influencer
Self-checkout
Digital signage
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?
Brand promise
Positive feeling
Company culture
Company brand
Which of the following is the term for the unique way that company employees act with each other and with customers?
Brand promise
Positive feeling
Company culture
Company brand
Which of the following best defines quality customer service?
Delivering a positive, memorable experience that is more than what the customer expected.
Adhering to company policies when processing returns.
Doing exactly what company procedures say to do.
Offering free items to customers in order to keep them coming back.
As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?
$20-$30 million
$100-$150 million
$60-$70 billion
$100-$150 billion
After one negative experience, approximately what percentage of people say they will never do business with that company again?
10%
20%
50%
75%
Which of the following describe key customer service skills?
Shy, quiet, patient
Respectful, shy, unprofessional
Bold, loud, outgoing
Respectful, Patient, Confident
Which of the following does NOT describe key customer service skills?
Solve problems and make bad decisions
Listen and communicate effectively
Be professional and treat people with respect
Possess product knowledge and brag about your intelligence
Which of the following does NOT describe a product feature?
Price
Flavor
Texture
Color
Which of the following describes a product benefit?
The new car will provide the buyer with safe transportation to school and work.
The new care is blue
The new car is $10,000
The new car is sporty looking
What's the best way to respond when a customer asks a question about a product and you don't know the answer?
Admit that you don't know the answer and take the customer to a co-worker or supervisor who can help.
Give your best-guess answer and let the customer figure it out from there.
Suggest that the customer consider an alternate product that you are more familiar with, so you can better answer the customer’s questions.
Look for information on the product's packaging or on relevant signs.
The type of mindset that best helps you grow and learn as an employee is called:
A fixed mindset
A growth mindset
A product mindset
A retail mindset
The type of mindset that limits your ability to grow and learn as an employee is called:
A fixed mindset
A growth mindset
A product mindset
A retail mindset
A good way to help a customer form a good impression about you even before you interact with them is to:
Be sure to always look busy.
Call out to the customer to get their attention.
Use non-verbal communication, such as having confident posture and making eye contact.
Approach the customer as soon as you see them, anywhere in the store.
When should a sales associate acknowledge a customer entering the store?
Once the customer is looking a some merchandise in the store
As soon as possible within the first 30 seconds
When the customer is ready to buy a product
When the customer arrives at the cash register to pay for a purchase
To greet a customer who is shy or reserved, what should a sales associate do to make a good impression?
Hover near them
Provide detailed information
Ask multiple icebreaker questions
Don’t be overly talkative
To greet a customer who is a recreational shopper browsing, what should a sales associate do to make a good impression?
Hover near them
Provide detailed information
Ask multiple icebreaker questions
Back off and provide time and space to look around
Which of the following describes a type of question that cannot reasonably be answered with “yes” or “no”?
A leading question
An open question
An open-ended question
A closed-ended question
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?
A leading question
An open question
An open-ended question
A closed-ended question
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
Patient listening
Foundational listening
Active listening
Passive listening
Which of the following is the best way to demonstrate that you have understood a customer?
Restate and summarize their needs
Ask the customer to repeat what they said
Restate the customer's exact words
Ask the customer a follow-up question
What's the term for service that is designed to be tailored to a specific customer's needs and interests?
Customer service
Quality customer 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 defines "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 usually 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?
Basketball
Soccer shorts
A soccer goal frame and net
A baseball hat
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.
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.
How should a sales associate respond to a customer who is concerned that a product's features may not deliver the desired benefits?
Ask what is making them uneasy about the product, then be pushy to reinforce the features and close the sale
Be patient, reinforce the features, and close the sale
Be patient, ask what is making them uneasy about the product, paraphrase to make sure you understand the concerns, reiterate features and/or share additional product knowledge
Ask what is making them uneasy about the product, then push the features, and close the sale
How should a sales associate respond to a customer who is concerned about a product's value?
Be patient, ask what is making them uneasy about the product, paraphrase to make sure you understand the concerns, reassure them by comparing items to demonstrate differences in costs.
Ask what is making them uneasy about the product, then be pushy to reinforce the product differences and close the sale
Ask what is making them uneasy about the product, then push the value, and close the sale
Be patient, reinforce the value, and close the sale
How should a sales associate respond to a customer who is concerned about whether or a family member will like a chosen gift?
Be patient, reinforce how wonderful the gift is, and close the sale
Ask what is making them uneasy about the product, then be pushy to reinforce the choice of gift, and close the sale
Refer the customer to another store
Be patient, ask what is making them uneasy about the product, paraphrase to make sure you understand the concerns, reassure them that the return and/or exchange policy will allow the family member to select another item.
What is a benefit to a customer signing up for a loyalty program?
Completing a survey to provide feedback
Receiving weekly emails from the store
Earning rewards points for gifts and/or discounts
Having personal information shared with other companies
How would a sales associate use up-selling during a conversation with a customer?
Offer a more expensive alternative product if the product the customer is considering does not come with a feature important to the customer
Offer cleaning supplies, socks and shoelaces when the customer is considering buying a new pair of athletic shoes
Offer a lower priced item if the customer mentions that the price of the product being considered is too expensive.
Refer the customer to a more luxury oriented store for better quality products
If a customer is purchasing a new dishwasher for their home, which of the following should the sales associate recommend as an add service?
The store's return policy
Dishwashing detergent
Delivery and installation
The store's loyalty program
If a retailer requires a receipt in order for a customer to return a product for a cash refund, how should the sales associate respond to a customer who wants to return an item without a receipt?
Offer to exchange the product for something the customer is interested in
Tell the customer they can’t take the item back per store policy
Give the customer a cash refund because it will make them happy
Ask the customer to take the item at another store with a more lenient return policy
What is the best way for a sales associate to determine the price range a customer would be willing to spend for an item?
Ask the customer how much they can afford to spend for the item
Assume the item is too expensive and recommend an alternative
Ask the customer what their brand preference is
Show the customer the lowest priced item and see if they like it
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 gives you $60.25. What's the correct change using the fewest number of bills and coins possible?
A $5 bill, 2 $1 bills, 1 dime, 1 penny.
A $5 bill, 3 $1 bills, 1 dime, 1 penny
A $5 bill, 3 $1 bills, 11 pennies.
A $5 bill, 2 $1 bills, 11 pennies.
Where are large bills, such as $50s and $10s, 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
What percentage of Americans use a credit or debit card for at least some of their purchases?
80-90%
50-69%
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 the customer's tone.
Call a supervisor immediately
Deny the customer's request.
Call security.
What would be an example of a special circumstance that, if true, a sale associate could use to close a sale?
That new scarf will look great with your outfit for the party this weekend.
This is the last pair of the shoes you like in your size
This holiday sale has been extended through the rest of the month.
We can assemble the new bike for you.
Once a customer's purchase decision has been confirmed, what should the sales associate do?
Take extra time to reassure the customer of making a good buying decision.
Cross sell additional items to complement the purchase.
Up sell a more expensive version of the product to increase sales revenue.
Complete the sale and get the customer on their way as soon as possible
Customers should always be offered a copy of their receipt for a purchase. Which of the following is NOT a reason that a customer needs/wants a printed or emailed copy of the receipt?
Possible return.
Tracking expenses.
Confirming a reservation.
Remembering where the purchase was made
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 a friend for the car keys.
A customer saying “I wish you still carried the large bottle 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 to really be 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.
The collective group of customers served by a particular retailer are referred to as that retailer's:
Employees
Competitors
Management
Clientele
What percentage of retail sales result in a return or exchange?
8%
15%
25%
50%
Which of the following is NOT commonly used for a customer to access accurate details about a store’s return policy?
Sales receipt
Posted in the store by the service area register
Company’s website
Word of mouth from friends who are customers
How should sales associates approach the return process with customers
Welcome the opportunity to satisfy the customer's needs and try to turn the return into an exchange
Be reluctant to take back returns, because it will lose the company money
Tell the customer that only managers and supervisors can process returns, so the customer will have to wait for help
If the store does not have return policy, customers should assume that products cannot be returned or exchanged at the store
Which of the following is a benefit to following up with customers after a purchase?
Cause problems by asking customers too many questions
Annoy customers with multiple emails and/or phone messages
Understand if customers are not enjoying their purchase
Discourage customers from participating in future promotions, events, and surveys
How can sales associate demonstrate having a growth mindset?
Ask for help to resolve a situation and try out new strategies
Only try to resolve situations independently
Only learn from mistakes
Walk away and let others resolve situations
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 email?
"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 NOT an essential employee attribute for workplace success in a retail environment?
Problem-Solving
Having a Positive Attitude
Technology Skills
Being Creative
How can employees take care of themselves to promote good health and well-being?
Get enough sleep
Sit on couch in the evening
Drink energy beverages
Expand opportunities for distractions
How can an employee demonstrate initiative?
Be honest and tell the truth
Stay calm and keep emotions in check
Adjust and adapt quickly to new situations
Pursue work with energy and effort to accomplish tasks
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 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 of having a lighter schedule than he expected.
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 priorities?
Do
Delegate
Designate
Delay
If your total sales was $4700 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.
A job description typically contains:
The name of the supervisor
A description of the job's responsibilities
The specific career path for an individual starting with the company in this position
The exact hour that a person in the job works each week.
Which agency is responsible for implementing laws and regulations to protect employees?
The EEOC
The ADA
The FDIC
The FLSA
