WorksheetsCS&S Knowledge Check Ch 4 & 5
Total questions: 28
Worksheet time: 14mins
Name
Class
Date
1.
Which of the following is a customer body language cue?
a)
A customer rolling his eyes while looking around
b)
A customer asking "Where is the laundry detergent?"
c)
A customer asking her friends for the car keys
d)
A customer saying "I wish you still carried the large bottles of Tide."
2.
When is it an OK time to temporarily leave one customer in order to go helpd 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 doesn't appear to really be likely to buy anything
d)
When the first customer seems likely to make a purchase
3.
What's the specific term for the action a retailer makes to address a service failure?
a)
Customer service
b)
Service recovery
c)
Quality service
d)
Service process
4.
Which of the folliwing 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)
Listen carefully to the customer's explanation
c)
Tell the customer that they need to do something, such as provide more information
d)
Propose solution options
5.
The collective group of customers served by a particular retailer are referred to as that retailer's:
a)
Employees
b)
Competitors
c)
Management
d)
Clientele
6.
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
7.
Which of the following describes a communicator who is straight to the point?
a)
Analytical
b)
Intuitive
c)
Functional
d)
Personal
8.
Which of the following describes a communicator who wants process, detail, timelines, and well-thought-out plans?
a)
Analytical
b)
Intuitive
c)
Functional
d)
Personal
9.
Which of the following describes a communicator who wants to hear about big-picture ideas?
a)
Analytical
b)
Intuitive
c)
Functional
d)
Personal
10.
Which of the following describes a communicator who values relationships and connecting with people?
a)
Analytical
b)
Intuitive
c)
Functional
d)
Personal
11.
Which of the following would be an appropriate use of language in an email:
a)
"Yes, I'm happy to help you!"
b)
"OK, no prob."
c)
"Will check w my mgr."
d)
"I'll run that by our Max team and get back to you."
12.
The most common workplace injuries are:
a)
Slips, trips, and falls
b)
Injuries due to improper lifting
c)
Injuries due to workplace violence
d)
Powered equipment accidents
13.
Suppose that Bill and JoAnne are sales associate at a retailer. Bills 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?
a)
He doesn't like the times when he works
b)
He isn't getting assigned enough hours and worries about the financial consquences of having a lighter schedule than he expected
c)
He doesn't like his manager
d)
He wants to work in a different part of the store
14.
Which of the following is NOT a concept that helps you manage your time effectively?
a)
Organizing
b)
Prioritizing
c)
Procrastinating
d)
Focusing
15.
Part of effective time management is prioritizing tasks. Which of the following is NOT a code that you would use when setting priorities?
a)
Do
b)
Delegate
c)
Designate
d)
Delay
16.
If your total sles was $4,700 and you had 38 transactions, what was your average sale?
a)
$133.68
b)
$123.68
c)
$123.58
d)
$123.00
17.
Which of the following is a SMART goal?
a)
"I will improve my sales."
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."
18.
A job description typically contains:
a)
The name of the supervisor
b)
A description of the job's responsibilities
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
19.
Which agency is responsible for implementing laws and regulations to protect employees?
a)
The EEOC
b)
The ADA
c)
The FDIC
d)
The FLSA
20.
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
21.
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 coworkers
22.
If you have a job interview scheduled for 1:00pm, when's the best time to arrive at the store where you're being interviewed?
a)
1:00pm
b)
12:30pm
c)
12:45pm
d)
12:59pm
23.
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
24.
Which of the following comments would be inappropriate in a social media post?
a)
Retail friends: I'm looking for a sales associate position, so 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)
Quit my job today! No more being exploited and unappreciated!
d)
Thank to Walgreens for filling my presectiption so quickly!
25.
Which of the following is not typically counted as "compensation" than an employee receives?
a)
Hourly pay
b)
Free coffee in the break room
c)
Bonus pay
d)
Sales commissions
26.
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)
"Max, you need to start showing up on time."
c)
"Phil, you've really impved your stocking speed."
d)
"Emily, you have so much potential."
27.
The term for someone who is considered to be a supportive, reliable part of a group is:
a)
Team player
b)
Team member
c)
Teammate
d)
Team leader
28.
A vertical career path is one in which someone:
a)
Takes on roles with increasing responsibilities that are in the same part of the company
b)
Makes a series of moves, some of which are lateral
c)
Jumps from company to company
d)
Stays in the same role but takes on a larger workload
100 %
