WorksheetsPractice Exam RIF
Total questions: 73
Worksheet time: 37mins
Which of the following is most likely to be a role in a retail career?
Buyer
Mechanic
Babysitter
Therapist
What are you demonstrating when you respond to a challenge with optimism, encouragement, and/or excitement?
a negative attitude
a positive attitude
intelligence
discipline
What are people who purchase goods or services from a business called?
Users
Consumers
Customers
Clients
What do you call a large facility that manufacturers send large quantities of product to be distributed to stores at a later time?
Outlet
Garage
Distribution Center
Retail Mall
What does the “A” in SMART Goals Setting stand for?
Able
Accurate
Achievable
Accountable
Who is responsible for the production of finished products?
Buyer
Distributor
Seller
Manufacturer
Buys large quantities of product from manufacturers and sells them to retailers.
Time-based
Service seller
Targeted
Wholesaler
What’s considered a retail service?
Refrigerator delivery
Refrigerator repair
Car Wash
Extended warranty on the refrigerator
What do you call a poor reaction to an idea or situation?
problem solving
a positive attitude
beneficial skill
a negative attitude
Which of the following skills are the most helpful for a salesperson?
Spending the time needed with customers
Quickness and accuracy
Active listening and communication
Knowing your customers backwards and forwards
Customers of a popular shoe store chain purchase items in-store and online or via their mobile app. The customer also receives text and emails about current promotions and sales. This is an example of:
Multichannel retailing
Omnichannel retailing
Mixed-channel retailing
Alternate channel retailing
How a person thinks or feels about something and how it’s reflected in their behavior is called what?
will
skill
knowledge
attitude
What is the term used in retail to mean the period of time that an item remains usable, or fit for consumption?
Expiration
Shelf Life
Inventory
Life Cycle
The term for distributing merchandise from the manufacturer to retail locations is called:
Receiving
Refreshing
Updating
Allocation
What's the term for the number of units in each transaction?
Units per person
Units per cycle-time
Units per transaction
Units per customer
Merchandise without an expiration date like electronics, tools and home goods typically has a longer:
Runtime
Conclusion
End date
Shelf life
What contributes to a negative brand?
Spending a little more time with customers
Finding a way to go an extra step for the customer
Inconsistent attributes and behaviors
Knowing your customers backwards and forwards
What can decrease customer satisfaction?
Value for the dollar
A clean, safe, and easy-to-shop location
Long wait times at checkout
A good assortment of products and services
What is preventing injury and illness to customers and employees called?
workplace policies
workplace safety
workplace procedures
safe workers
Which of the following is a good tip for connecting with customers in a retail store?
Leave them to shop on their own
Answer the phone and tell them you will be right with them
Greet within 30 seconds of their arrival
Encourage the customer to take their time
Companies measure whether they're reaching sales goals using KPI's, also called:
Key Professional Indices
Key Performance Indicators
Key Partnering Indicators
Key Performance Initials
Which of the following key performance indicators can be used to measure whether all employees in the company are reaching their sales goals?
Number of sales per day
Number of sales per employee
Profit made per sale
Overall company growth
What is the measurement of how happy the customer is with their shopping experience called?
Brand knowledge
Product knowledge
Merchandising knowledge
Customer satisfaction
In the customer loyalty life cycle, the customer has a want or need, then considers different purchasing options. What step comes next?
Customer keeps shopping different places
Customers likes or does not like the buying experience
Customer chooses a buying option
Customer purchases from the retailer again
In the customer service process, it’s always important to greet the customer within:
Whenever you see them
5 minutes or so
It’s ok not to greet
30 seconds
When you have key information about a company’s products and services and use it to help customers understand how these products and services will meet their needs, you have:
Market information
Customer intelligence
Product knowledge
Merchandising options
A customer makes a purchase and their transaction total is $23.47. The customer pays with $40.00 in cash. How much change should they receive?
$17.53
$16.53
$16.25
$16.34
Which of the following key performance indicators can be used to measure whether each store is meeting its sales goals?
Number of sales per employee
Number of sales per store location
Profit made per sale
Overall company growth
The company’s goal is to earn $5 profit for every sale that’s made in the store. Which key performance indicator can be used to measure the results of this goal?
Number of sales per day
Profit made per sale
Number of sales per employee
Overall company growth
When lifting, you should use what part of your body to do most of the lifting?
Your back
Your legs
Your arms
Your feet
When planning for inventory, a company’s goal is to have:
Demand that meets or equals supply
More supply than demand
Less supply than demand
Supply that meets or equals demand
What common events could result in inventory shrinkage?
Customers bought more inventory than the retailer planned
Retailer forgot to order products
Retailer ordered too many products
Product was stolen from the store
A retailer completes a physical audit of the store’s inventory. The total inventory was $100,000. Accounting books say there should be $110,000 in inventory. What’s the amount of the inventory variation?
$100,000 shortage
$10,000 overage
$10,000 shortage
$100,000 overage
Planners, checklist, large calendars, and computer applications are used with which time management skill?
Recognize the problem
Organize
Focus
Create
Which functional area in a retail store usually ensures compliance with labor laws, recruits, and trains new employees, keeps records, processes payroll, and manages benefits and employee relations?
Finance
Human Resources
Information Technology (IT)
Visual Merchandising
What information should you expect to enter on a job application?
Age
Year graduated from high school
Names of family members
Education
According to the inventory life cycle, after a retailer receives products, what is the next step?
the retailer prices products
the customer shops the store
the retailer displays products
the retailer records what inventory is purchased
What are QR codes?
Technology used to electronically display digital images, video, web pages and text
Software applications designed to run on small wireless devices such as smartphones, tablets or smartwatches
A website that represents a retailer on the internet
Specialized barcodes that contain product or store information
What percent of customers will never do business with a company again after a negative experience?
20%
51%
55%
70%
When should you greet a customer after you notice them enter your store?
Within 15 seconds
Within 1 minute
Within 30 seconds
Within 3 minutes
What step takes place after “selling” in the retail product cycle?
Allocation
Distribution
Selection
Markdowns
What role is located at a distribution center?
Packer
Picker
Carton Handler
All answers are correct
What are product categories?
The differences between products at fulfillment centers
Customer preferences
Types of merchandise and services that are organized together in groups
Different sizes of products
What is a corporation?
A license that is granted to another entity to retail a company’s products or services in a particular area
A business owned by shareholders through publicly traded stock
A single store or small regional chain
A privately-owned mom-and-pop store
What is an example of customers receiving personalized coupons and discount offers based on past purchases?
Data mining
Multichannel retailing
Web-based retailing
Omnichannel retailing
What is geotargeting?
This uses a customer’s home address to predict their next purchase
This uses a customer’s email to send targeted messaging
This uses a customer’s home address to send direct mail
This uses a customer’s location information such as a ZIP code or IP address to provide personalized offers
What statement is true?
Retail is the largest employer in the world
Retail is the largest private employer in the U.S.
Retail is the largest government employer in the U.S.
Retail is the fifth largest employer in North America
Whose responsibility is sustainability?
Chief Executive Officer (CEO)
Salesperson
All employees
Cleaning staff
What is a key responsibility for an apprentice meat cutter at a grocery store?
Assist customers at the meat counter
Provide skin care and beauty consultations
Safely cut fruits and vegetables
Build stable pallets
What is a task that a retail marketing role could oversee?
Scanning items at the POS register
Visual merchandising
Loading cartons
Organizing stockroom
What does the “S” in SMART Goal Setting stand for?
Strong
Specific
Structured
Systematic
What is recommending additional items that complement a customer’s purchase, such as shoe cleaner to go with new leather shoes, called?
Mixed selling
Upselling
Cross-selling
Opportunity selling
What does the “R” in SMART Goal Setting stand for?
Ready
Ready-Oriented
Results-Oriented
Routine
The repetitive cycle that occurs with retailers in regard to product assortment is called:
Customer service
The retail product cycle
Clearance
Telemarketing
What term means the physical goods (that can be touched) than can be bought and sold?
Retail
Products
Items
Commerce
When distribution team members use replenishment reports to retrieve quantities of items to be sent to stores they are:
Packing
Picking
Sending
Mixing
What is an example of nonverbal communication?
Correct spelling in a text message
Words in an email
Sighs made during a phone call
Hand and body movements
The customer’s current television breaks the week before the Super Bowl. The customer is supposed to have a Super Bowl party and needs a new TV for the game. Which phase of the customer life cycle does this example best represent?
Phase 4 - The customer likes or doesn’t like their customer experience
Phase 2 - Customer loyalty life cycle
Phase 3 - Customer goes to the store to buy the item
Phase 1 - Customer has a want/need
Retailers use technology in stores and online to:
Limit product selection
Monitor all the places they are shopping
Prevent customers from shopping
Make tasks easier and faster to complete for employees and customers
During the selling process, you assess the needs of the customer by asking questions that get the customers to provide details about what they want or need. The questions that are not answered with a “yes” or “no”.
Fast questions
Short questions
Easy questions
Open-ended questions
When working on a ladder, what’s one thing you need to avoid in order to prevent falling?
Facing the ladder as you climb up and down
Accept there is a problem
Having a peer hold the ladder while you’re climbing to make sure it’s stable
Making sure the ladder is in its locked position before use
In the problem solving process, which step comes after Define the Problem?
Finish your shift
Choose a Solution
Take Action
Come up with Solutions
In the problem solving process, which step comes after Choose a Solution?
Pick a Problem
Define the Problem
Identify Solutions
Take Action
In the problem solving process, which step comes after Come up with Solutions?
Finish your shift
Define the Problem
Take Action
Choose a Solution
Which functional area in the retail store usually collects, stores, and processes data and information used in the checkout process as well as in inventory management, and data collection?
Finance
Information Technology (IT)
Human Resources
Visual Merchandising
What is quality customer service?
The usability, accuracy and performance of a retailer’s website and mobile app
The help, information and recommendations that company representatives give to people who buy or explore products and/or services
A brand promise is the way a company’s employees interact with each other and customers, while company culture is the impressions gathered by customers
Delivering a positive, memorable experience that is more than what the customer expected
Why do retailers use technology in stores and online?
To identify and increase risks and liabilities
To communicate with customers through in-person conversations
To enhance or simplify their shopping experience and to find information
To offer restricted payment options
What are voice-activated ordering and retail chatbots?
Examples of supply chain diversification
Examples of artificial intelligence (AI)
Examples of the Internet of Things (IOT)
Examples of virtual learning
What is product allocation?
Distributing products to employees to place on store shelves
Distributing merchandise from the manufacturer to a retailer’s store or distribution centers
Returning products to the warehouse
Filling a store’s supply as it runs low
What part of the distribution center is associated with unloading incoming pallets of products from manufacturers?
Logistics
Picking
Packing
Inbound
A retail business, owned by shareholders and having centralized decision-making for their multiple store locations is called:
Private company
Franchise
Corporation
Independent
What is the most common type of shoplifter?
Young teens
Older adults
Well-dressed individuals
Anyone can be a shoplifter
What is the term for taking a lower-priced item out of the package and replacing it with a higher-priced item?
Pricing swaps
Price swapping
Package reduction
Package switching
