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WorksheetsPOM-Certification Review
Total questions: 65
Worksheet time: 33mins
A customer’s child slips and falls. The child gets a scratch on the elbow but appears to be otherwise unhurt. What should the employees do FIRST?
Get the first aid kit
Ask the parent if the child is okay
Gently suggest the child be more careful
Notify the store manager
An associate has just been transferred to the clothing department of the store where she works. On her first day in the new department, a customer passes him onto another associate. How can the associate BEST be prepared to answer similar questions about seasonal merchandise in the future?
Watch for the arrival of seasonal merchandise
Follow up with the other associate to find out about the store’s seasonal merchandising plan.
Try to find out the information by reading the company’s promotional material
Wait for a friend who works in the buying department to come back from annual leave and ask them
One bag of potatoes costs a retail store $5.50. The retail store charges the customer $8.45 per bag. The retailer sold a total of 39 bags. What is their total revenue?
$329.55
$115.05
$39.00
$210.00
Micheal’s starting a new T-shirt business. He gets the T-shirts from his supplier for $5 each. For him to make a profit, he has to do what?
Promotion
Markdown
Markup
Flash Sale
A customer has $150 to spend on buying a gift. They could make their purchase either at Macy’s or at Nordstrom. What type of competitive relationship exists between these two retailers?
Indirect competitors
Replacement competitors
Rival competitors
Direct competitors
One of your co-workers in cosmetics has been out on an extended leave under the Family and Medical Leave Act. She calls you at work to say that she is returning in two days. She asks you to review the updates with her clientele book so she is ready to serve her customers upon her return. What do you?
A. You find her clientele information and while you have her on the phone, you also ask her for some information about one of her clients who you have been serving in her absence.
B. You ask her to contact the department manager with her request and explain that you cannot discuss anything business-related with her until she has returned to work.
C. You ask her how she is doing and talk about the new restaurant in the mall, but you avoid any conversation about work as she is still on leave and tell her you will inform her upon her return.
D. You find her clientele information and offer to provide her with the phone numbers of her clients so she can call them directly to inform them about her return.
What is the practice of presenting products in the most effective, attractive, very possible way possible to drive traffic, create interest, and encourage customers to make a connection with products is called?
Merchandise Plan
Curb appeal
Category Review
Visual Merchandising
What pricing strategy incentivizes customers to purchase items, but also makes room for new items and clears out space for other products?
Markdown
Vendor pricing
Keystone Pricing
Flash Sale
Entering a product code inaccurately for a purchase will affect which of the following?
Customer’s credit rating
Customer’s identification records
Inventory tracking records
Salesperson’s ID record
An online retailer is sending a 10% off coupon in the email to first-time users when they subscribe to their page. What type of promotional strategy is this retail using?
Personal Selling
Discount Pricing
Advertising
Direct Marketing
A business that's owned by shareholders through publicly traded stock, has many stores, and has centralized decision-making is what type of retail ownership?
Franchise
Private Company
Independent
Corporation
The pet store has a locked trailer of extra inventory behind it, containing items to be featured in their holiday performances. What is this inventory called?
Replenishment
Excess inventory
Shrinkage
Safety Stock
What terms mean all of the items that the retailer sells across the enterprise?
Total liabilities
Total assets
Total inventory
Total goods
Which of the following is not a retail operation?
Stocking store shelves
Creating Displays
Changing prices on items
Customer Service
Your store is running a promotion on spaghetti and spaghetti sauce. They have created an endcap display. A customer accidentally runs into the display with their shopping cart and many bottles of spaghetti sauce fall and break. You see the mess as you walk by. What's the best thing to do?
You’re not assigned to that part of the store, so you find the person who is responsible for taking care of it.
Check on the shopper to ensure they are unharmed and direct traffic away from the area until it can be cleared up.
Pick up the big pieces of glass while you wait for help
Nothing. Wait for the maintenance team to come and clean up the broken glass and spaghetti sauce
Janine is checking out at the grocery store. To determine the price of her bananas, she has to enter a number in the register that uniquely identifies the product item. What is this code called?
A. Upselling
B. Cross-Selling
C. Price Look Up (PLU)
D. Barcode
As you walk through the store, notice that the Honey Nut Cheerios are out, so there’s an empty space on the shelf. You also notice that Cheerios Whole Grain Oats and Life is located nearby which makes the space even more noticeable. What would be the BEST thing to do?
Move some of the Cheerios Whole Grain Oats Crunch boxes to that section to cover the empty space.
Notify your manager that the Honey Nut Cheerios that the Honey Nut Cheerios need to be replenished.
Nothing- There are still many cereal options available and questions available for customers to purchase
Move some of the Life boxes to that section to cover the space.
A 24/7 pharmacy wants to conduct a physical inventory. When would be the BEST time for them to schedule inventory?
Driving the weekends
At the beginning of the week
At the end of the week
During slow sales times
How is the gross profit margin percentage calculated?
Subtracting revenue from gross profit
Dividing revenue by gross profit
Subtracting gross profit from revenue
Dividing gross profit by revenue
A store just received a lot of headbands. What would be the BEST place(s) to display the headbands to promote sales?
Along the checkout line
The beauty aisle, next to the sports apparel
The sports section, next to the sports apparel
The checkout line and the beauty aisle
A sales associate recently remerchandised the sales floor and would like to determine whether the new setup is more effective than the old setup. Which is the BEST way for the associate to accomplish this?
Ask customers for feedback relating to the new merchandising setup and whether it is useful and improved
Listen to what customers are saying and observe how they are reacting to the new merchandising setup.
Pull sales reports from before and after the merchandising change and compare the associated sales figures
Take notes about the number of displays and whether the frequency of restocking is increasing or decreasing.
A store pays $13 for a backpack and sells it for $20. Because of slow movement, they need to mark down its price. What is the lowest that they can mark down the backpack if they want to still make $3 in profit?
10%
15%
20%
25%
Ultimately, what factor most often determines the final product price?
Availability of the product
Government and/or legal regulations
Prices of the same or similar items at a local competitor
How much the company thinks customers will pay
A customer comes into your store wishing to purchase a specific item. You do not carry the item, so you attempt to sell him a similar item. The customer is committed to buying the specific item, and you can special order it from the vendor. Why should you order the item?
Special orders are something every sales associate should know how to do.
Special orders provide additional service and build customer loyalty
Special orders are more profitable for the store and will help you make your sales goal
Special orders usually cost less than the items you normally carry.
You are managing online orders in a Mexican restaurant. A customer puts in an order for a "beef burrito" with a note of "Not cilantro please!" You know that the restaurant uses cilantro for seasoning the meat. What should you do?
Substitute a chicken burrito for the beef burrito and put in a note explaining why.
Tell the customer you are unable to fill the order and will return.
Ask the cook not to add extra cilantro to the food.
Call the customer to explain the situation and ask if they would like to change the order that doesn’t have cilantro.
A sales associate in a video game store overhears a customer saying that it’s confusing to try to find things in the store. What should the sales associate do?
Finish your assigned tasks on the sales floor and listen for other customer complaints.
Disregard the customer’s complaint and leave it up to the company to make improvements to the store.
Mention the comment to store management and suggest they install signage.
Tell store management that additional personnel should be assigned to assist customers.
A customer calls your luggage store in a panic and tells you that the zipper on his suitcase is no longer working. The customer is leaving in three days for a trip to Europe. He has found a suitcase on your company’s website that he would like to purchase. You do not have the particular suitcase in stock at your store but can order it for the customer.
Provide a list of other luggage stores in the area for the customer to call.
Tell the customer to contact the manufacturer about the current suitcase to see if it is under warranty.
Try to sell the customer a more expensive suitcase that you do have in your store.
Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery.
A sales associate processes a customer’s credit card. The purchase is declined by the credit card company. What should the associate do?
Ask a supervisor to explain company policy to the customer.
Apologize and say “Sorry, the credit card has been declined.”
Contact security personnel so that they can detain the customer.
Tell the customer that the credit card has been declined and ask what the customer would prefer to do.
A college student is shopping for a new laptop to do schoolwork. What would you ask the customer to learn more about her preferences and needs?
Would you consider this option? It is very popular among students
Do you have a price range?
Which features are most important to you in a laptop?
Do you need a laptop with a big screen or a small screen?
What describes a store’s overall look and feel and the way items are displayed?
Seasonal
Promotion
Fixturing
Visual Merchandising
A new flower shop completed its first big party. The shop wants to promote additional business and create a loyal clientele. Which is the MOST effective way to do this?
Take pictures of the event and make posters for the shop.
Ask satisfied customers for feedback, referrals, and opportunities
Place an ad in the local newspaper, showing the shop’s address, telephone number, and site address
Create attractive floral displays and signs for customers who visit
At your local grocery store, you often use your smartphone to load digital coupons to the app for instant savings. Today, you received a packet of paper coupons specifically for items you purchase at the grocery store very often. What is this an example of?
Product placement
Personal Selling
Direct Marketing
Product Push
What are companies called that seek the same customer’s money but offer products that meet different needs?
Replacement Competitors
Direct Competitors
Indirect Competitors
Partner Competitors
A sales associate noticed that several fragrance display tables had been empty well before the close of business for the past few days. Which solution would be MOST effective for ensuring that the product is visible and available at all times?
Keep stock reserves of fragrance under the tables
Increase the number of tables for fragrance displays
Have associates at the tables offer samples and restock as needed
Place as much fragrance as possible on the tables at the start of each day
At Jalyn’s favorite shoe store, the salesperson asked if she’d like to share her email address and phone number to receive loyalty points that could be redeemed for merchandise purchase and also to receive special promotions and coupons via their mobile app. What is this type of program called?
Targeting advertisement
Digital Signage
Social Media Program
Loyalty and rewards program
Rick pours a pile of postcards, letters, and flyers onto the associate's counter from the company’s corporate office. He complains of receiving too much junk mail. He wants to be removed from the company’s mailing list. What should the associate do?
Toss all the mail in the trash and tell Rick, “It is all taken care of!”
Suggest that Rick contact the customer service/marketing department and ask that his name be removed from their mailing list
Suggest that Rick just ignore the mail
Ask an associate to screen Rick’s mail. Take Rick’s contact information and ask marketing to remove his address
You are opening a small online retail shop and are trying to decide how to price your products. You'll be operating the business yourself. What would you take into consideration for setting retail price?
The price set by competitors on the same or similar products
The cost of products, website service fees, competitors’ prices, and the money you want to make on each item.
The amount of money you want to make on each item.
Customers’ price preferences
What is the process of rotation of perishable items that may expire so that the newest items are behind the older items?
Stocking
Cross-Selling
Upselling
First In, First Out
A sales associate’s job in an electronics store is to move large items from the storeroom to the store shelves. The associate is able to move several large items at a time, but she is not using the back brace that she was trained to use when moving heavy objects. Is the sales associate managing her responsibilities wisely?
Yes- The associate is the best guest because of her ability to handle large loads.
Yes- By picking up large batches at a time, the associate is working efficiently and getting the job done in a shorter period of time
No - The associate could seriously injure herself
No- It would probably be wise for the associate to transfer smaller armloads even though it would take her a bit longer and involve more trips to the stockroom.
The new small children’s clothing store. Which category would the following action be categorized in: acknowledge and welcome the customer in a cheerful manner in an attempt to establish a rapport?
Make a Connection with the Customer
Assess Needs and Interest
Listen and Confirm Customers’ Needs
Recommend Comprehensive Solutions
The inventory life cycle is disrupted when
merchandise arrives on time
supply equals demand
merchandise is stolen or broken
the customer has a clean, inviting environment to shop in
_________ is a drawing or schematic diagram created to visually represent the store and the way the merchandise should be displayed on the sales floor.
Marketing plan
Planogram
Store layout
Aerial view
Sarah sells 18 cakes for $18.00 each and the cost of each cake is $5.00. What is Sarah's gross profit?
$319
$90
$234
$324
Who is typically first in a distribution channel?
Retailer
Wholesaler
Manufacturer
Customer
All retailers strive for supply to be _______ to demand
equal to
less than
greater than
balanced with
When lifting a heavy box, which of the following is incorrect?
Feet should be close together
Lift close to your body
Keep your back straight
Bend your knees
In order to take action against an alleged shoplifter, you must see all of the following take place except:
Customer looks at the item
Customer picks up the item
Customer conceal the item
Customer intentionally leaves the store without paying for the item
Which of the following does (OSHA) Occupational Safety and Health Administration not require employers to do?
Inform employees of potential hazards
Record all accidents or hazards
Train employees how to respond when an accident occurs
Encourage employees not to report accidents
The machine readable series of parallel lines that combine to create a unique item identifier on a product is the _______.
RFID
PLU
Excess Inventory
Barcode
Folding clothing so that it looks nice when you display it for customers is part of ___________.
Personal selling
Visual merchandising
Stockroom maintenance
Planograms
What is NOT included in a planogram
Sample products
Product descriptions, including drawings and images
Model numbers, SKU, and UPC
Precise placement locations of signs and labels
Which of the following does NOT directly contribute to the evaluation of a retailer's financial health
Preventing theft and fraud
Forecasting future product sales
Sales Reconciliation
Monitoring labor laws
The best way to prevent shoplifting is to :
Offer quality customer service and greet all customers
Video tape every customer that enters the store
Follow every customer around and never take your eyes off them
Check the receipt and every customers bag when they leave to verify what they purchased is on their receipt
An associate witnesses a customer slipping on the floor and getting back up immediately, without any visible injuries. Should the associate write an incident report ?
Yes, if the customer complains about the incident
Yes, if someone calls
Yes, if the manager asks for an incident report
Yes, no matter how small the incident was
What is NOT a component of a marketing plan?
Price
Place
Photo
Product
The name of the law or the federal agency to which an employee can report unlawful or unsafe practices is ________.
Unsafe Practices Act
Whistleblower Protection Act
Americans with Disabilities Act
Family and Medical Leave Act
What is the primary purpose of workers' compensation?
To provide health insurance for employees
To compensate employees for work-related injuries
To offer retirement benefits
To provide unemployment benefits
Which of the following channels of distribution allows the producer to retain the tightest control over the distribution process?
Producer to agent to retailer to consumer
Producer to wholesaler to retailer to consumer
Producer to consumer
Producer to retailer to consumer
You are a sales associate at a sporting goods store and the manager has noticed that green socks are not selling very fast. The manager challenges you to sell 15 green pairs of socks for $3.00 each. Which of the following is the BEST action to achieve this goal?
Decorate the store with a green theme
Offer them to each customer while ringing them up
Let the customer use the green socks to try on shoes.
Ask the customers if they need green socks.
Which of the following refers to the difference between revenue and all expenses, including the cost of goods sold and operating expenses?
Net profit
Profit margin percentage
Gross profit
Profit margin
What measure is not typically used by retailers for anti-theft purposes?
Mirrors
Non-electronic ink tags
Secret Shoppers
Closed circuit cameras
What is an example of how retailers use technology ?
Use robots in stores
Customers can buy online and pick up curbside
Self-Service Checkout
All answers are correct
What is the best way for an associate to help a customer looking for a product that is out of stock?
Use an inventory tracking system to check for items throughout the enterprise
Recommend the customer visit a different retailer to purchase an item
Tell the customer to look up the item on the retailer's website
Leave the customer to search in the backroom for more inventory
There are many pricing strategies. Which one describes Keystone pricing?
Double the cost of an item in order to determine the retail price
Choose a price that ends in an odd number
Use your store's predetermined markup amount.
Use the manufacturer's suggested retail price
Which is not a type of preventable loss?
Operational Errors
Proper Product Placement
Shoplifting
Employee Theft
