WorksheetsBoR Practice Set 1
Total questions: 49
Worksheet time: 25mins
Name
Class
Date
1.
Entering a product code inaccurately for a purchase will affect which of the following?
a)
Customer's credit rating
b)
Customer's identification records
c)
Inventory tracking records.
d)
Salesperson's ID record
2.
What do retailers most commonly use to predict how well their products will sell?
a)
POS system
b)
RFID technology
c)
Historical data and trends
d)
Stocking
3.
What type of retail ownership describes a business that is owned by shareholders through publicly traded stock, operates many stores, and has centralized decision-making?
a)
Franchise
b)
Private Company
c)
Independent
d)
Corporation
4.
James works in the stockroom, checking in shipments and preparing merchandise to be stocked on the sales floor. A large shipment was received, and James had an invoice with 100 items that he couldn't locate. Because James was in a hurry to finish up before the end of his shift, he mistakenly entered the 100 items as "received". What is this type of loss characterized as?
a)
Vendor Fraud
b)
Employee Theft
c)
Employee Fraud
d)
Operational Error
5.
When using a ladder, which is not a proper safety technique?
a)
Have a coworker hold the ladder while you're climbing to ensure it's stable.
b)
Verify that the ladder is locked in position before use.
c)
Stand on the top step of the ladder.
d)
Maintain three-point contact (two hands and a foot or two feet and one hand) whenever climbing up or down.
6.
As a retail employee, you have a responsibility to your coworkers and customers. Which of the following is NOT an important safety responsibility?
a)
In the event of an emergency, leave the store immediately.
b)
Have an understanding of company emergency procedures and safety procedures.
c)
Report employee or customer injuries immediately.
d)
Know where all emergency exits are and how to escort customers from the store in case of emergency.
7.
Where can you NOT find copies of policies, processes and procedures specific to each individual retail business?
a)
OSHA website
b)
The employee handbook
c)
Company website or intranet site
d)
In-store policy documents
8.
If an employee is injured at work, they may be eligible to file a claim to help them receive partial pay, pay medical bills and receive treatment for injuries. What rule provides this protection?
a)
Whistleblower Protection Act
b)
Family and Medical Leave Act
c)
Fair Labor Standards Act
d)
Workers' Compensation
9.
The protective rubber end of the clothing fixture came off and a customer accidentally scratched her arm after she walked too close to the fixture. What kind of safety procedure does this describe?
a)
Slips, trips and falls
b)
Struck-by injury
c)
Workplace Violence
d)
Whistleblower Act
10.
Why should you make sure all colors, styles, and sizes of jeans are represented on the shelves and that the shelves are regularly straightened?
a)
To discourage customers from picking through the display of jeans.
b)
To decrease sales by discouraging customers from touching the jeans.
c)
To increase sales by helping customers find what they want.
d)
To encourage customers to stay in the store longer.
11.
What do you call devices that are designed specifically to prevent theft, are attached to clothing, require a special tool for removal and release ink if not removed property?
a)
Electronic tags
b)
PLUs
c)
Non-electronic ink tags
d)
SKUs
12.
What type of fraud involves pricing items incorrectly and issuing fraudulent gift cards?
a)
Ecommerce fraud
b)
Customer fraud
c)
Employee fraud
d)
Vendor fraud
13.
What type of fraud occurs when a customer returns a damaged item they already own, keeps the working item, and receives their money back?
a)
Refund fraud
b)
Customer fraud
c)
Employee fraud
d)
Ecommerce fraud
14.
Which system include barcode scanners, registers, card readers, and checkouts?
a)
POD
b)
POE
c)
POS
d)
POC
15.
Ultimately, what factor most often determines final product prices?
a)
Availability of the product.
b)
Government and/or legal regulations.
c)
Prices of the same or similar items at a local competitor.
d)
The amount the company thinks customers will pay.
16.
What is the best way for an associate to help a customer looking for a product that is out of stock on the shelf?
a)
Use an inventory tracking system to check for items throughout the enterprise.
b)
Recommend the customer visit a different retailer to purchase the item.
c)
Tell the customer to look up the item on the retailer's website
d)
Leave the customer to search in the backroom for more inventory.
17.
What should associates know about a product in order to provide quality customer service?
a)
Features and benefits.
b)
The location of the product in the store.
c)
Comparisons to similar competitor items.
d)
All answers are correct.
18.
What does the "S" in MSRP stand for?
a)
Solution
b)
Standard
c)
Store
d)
Suggested
19.
What is the system that connects customers with merchandise and services they want and when, where, and how they want to experience and purchase them called?
a)
Retail passage
b)
Retail opportunity
c)
Retail ecosystem
d)
Retail delivery method
20.
A store pays $13.00 for a backpack and sells it for $20.00. Because of slow movement, they need to mark down (discount) its price. What is the lowest percentage that they can mark down the backpack if they want to still make $3.00 in profit?
a)
10%
b)
15%
c)
20%
d)
25%
21.
What measure is not typically used by retailers for anti-theft purposes?
a)
Mirrors
b)
Non-electronic ink tags
c)
Secret Shoppers
d)
Closed circuit cameras
22.
After conducting a periodic inventory, a small beauty store finds that they have 5 fewer lipsticks than what is shown as being in inventory. How should they associate categorize the 5 missing lipsticks?
a)
Excess inventory
b)
Shrinkage
c)
Out of stock
d)
Safety stock
23.
Which statement is NOT a benefit of a hands-on instructional class at a home improvement store?
a)
Knowledgeable hands-on instructors will be a tool to draw customers to the store to purchase products used in the class.
b)
Instructors can show off the features and potential uses of products that customers can purchase.
c)
Most customers want to try to complete home improvement projects on their own but do not have the time to attend an instructional class.
d)
Customers' confidence in instructors will in turn boost their own confidence that they can complete a project on their own and increase their frequency of visits to the store.
24.
A sales associate just completed a sale on a couch and the customer wants it delivered tomorrow between 1:00 pm and 5:00 pm. Tomorrow is the associate's day off. Which of the following should the sales associate do?
a)
Promise delivery for the specified time to make the customer happy.
b)
Check with the warehouse delivery drivers while the customer is still in the store.
c)
Give the warehouse delivery service's phone number to the customer and have the customer deal with the drivers.
d)
Explain that they have no control over the delivery schedule.
25.
The alarm goes off as a customer is leaving the store. You notice that the customer has a shopping bag but is also wearing an oversized hoodie. What should you do?
a)
Ask the customer to accompany you to a private room to further investigate the issue.
b)
Call security since the customer is likely shoplifting.
c)
Apologize to the customer and politely ask them to look for any sensor that could have been left attached by mistake.
d)
Remove the customer’s shopping bag and ask the customer to take off the hoodie.
26.
A salon owner sold a customer a bottle of conditioner. The conditioner sells for $12.95. She has a $2.00 coupon and state tax is 7%. What will the customer be charged?
a)
$10.88
b)
$10.95
c)
$1.72
d)
$11.86
27.
A sales associate is completing a sales transaction for a television. The customer asks about the warranty, but the sales associate is unsure about how to answer the customer’s question. Which of the following should the sales associate do?
a)
Ask another sales associate to help the customer.
b)
Explain that the customer can return the television within 90 days of the purchase date.
c)
Refer the customer to the manufacturer’s toll free number
d)
Locate a copy of the warranty document and share it with the customer.
28.
When is the BEST time to introduce a customer to additional service programs?
a)
After determining the customer’s price point.
b)
As early in the sales process as possible.
c)
When the customer asks about a service program.
d)
After a transaction has been completed.
29.
If a fast-food restaurant and a daycare business are seeking the same customer’s money but offer products and services that meet different needs, what type of competitors are they?
a)
Partner competitors
b)
Indirect competitors
c)
Replacement competitors
d)
Direct competitors
30.
Julie places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% off the price she paid three weeks ago. The store has a 14-day sales price adjustment policy. She wants a credit for the price difference. What should the sales associate do?
a)
Suggest that the customer return the coat, then buy it again at the discounted price.
b)
Ask the customer to wait while the sales associate asks the manager for approval.
c)
Tell the customer there is nothing the associate can do to help her and move on to the next customer.
d)
Suggest that the customer pay more attention to the sale dates in the future.
31.
A customer is shopping for headphones. She’s been going back and forth between wireless headphones and wired one. You’ve been assisting her for a while, and she seems to like the wireless headphones the best, but she is not sure about making the purchase. Which sales strategy would work BEST to encourage this customer to make the purchase?
a)
Ask the customer to think about it and come back when she’s ready to make a purchase.
b)
Highlight the reasons why you think the wireless headphones are better for her and remind the customer about the return and exchange policy.
c)
Offer the customer to enroll in the store’s loyalty program to collect points for this purchase.
d)
Give the customer space while she decides what she wants
32.
What is a business, whether single, local or part of a large chain, that sells products and/or services called?
a)
An outlet
b)
A retailer
c)
A merchandiser
d)
A distributor
33.
A new pet grooming store is opening in town and wants to promote the business. What is the BEST way to reach the target audience?
a)
Put up "Coming Soon" signs in the store windows indicating the opening date.
b)
Identify pet owners in the area and send a post card with an invitation to the opening and a coupon.
c)
Put an ad in the local newspaper with the opening date and services available.
d)
Give flyers to people walking on the street.
34.
A store wants to sell hats. The lot of 20 hats costs $60, and the retailer wants to make a profit of $10 on each hat. How should the retailer price each hat?
a)
$14
b)
$20
c)
$10
d)
$13
35.
A business makes $4.000 in daily revenue and on average, spends $1.200 on the products sold and $1,700 on employee salary and operating expenses. What's the daily net profit of the business?
a)
$2900
b)
$1500
c)
$1100
d)
$2800
36.
You work in an equipment rental department at a hardware store, and a customer comes looking for a pressure washer to wash the exterior of his house, but isn't sure about what PSI (pounds per square inch) is safe to use. You are new at your job, so you don't know the answer. What would be the BEST thing to do?
a)
Give the customer the pressure washer with the lower PSI just to be safe.
b)
Look up the answer online.
c)
Ask another associate at the store who might know what's the recommended PSI for power washing a house.
d)
Tell the customer that you don't know the answer to that.
37.
What type of competitors are AMC Theaters and McDonald's with each other?
a)
Direct competitors
b)
Replacement competitors
c)
Indirect competitors
d)
Partner competitors
38.
Kayla has a home business and sells homemade candles. Which factor does not directly affect how much Kayla will sell her candles for?
a)
The profit Kayla wants to make on each sale.
b)
The cost of materials.
c)
The price Kayla's competitors sell their candles for.
d)
The color of the candles.
39.
A customer walks into a car rental office looking to rent a Jeep Wrangler, but the last one available was just rented to another customer. The customer seems really interested in that specific car, and the closest car rental office is 8 miles away. What would be the BEST thing to say to the customer?
a)
'I just rented our last Jeep Wrangler five minutes ago. If you would have just arrived 10 minutes before, I could have rented that one to you."
b)
"I'm sorry, but the Jeep Wrangler isn't available anymore. Would you be interested in renting another car?"
c)
"We have similar cars available in case you'd like to consider other options. But if you really want the Jeep Wrangler, we also have an office 8 miles away. Would you like me to check if they have one available?"
d)
"I'm sorry but all the Jeep Wranglers are rented out. In the future, I'd recommend going online to rent the car in advance. Those cars are really popular!"
40.
What are retailers called that offer the same products or services with the goal of selling it to the same audience?
a)
Partner competitors
b)
Indirect competitors
c)
Replacement competitors
d)
Direct competitors
41.
Carefully choosing the right assortment of items to sell that meets the needs of customers and aligns with company brand is what marketing plan component?
a)
Place
b)
Price
c)
Product
d)
Promotion
42.
Laci was excited to open her gourmet lemonade shop. As a small business owner she had to carefully determine what products she would sell, the price of those products, the place or location of her physical store and how she would promote her business. What is Laci creating?
a)
Inventory Plan
b)
Business Model
c)
Marketing Plan
d)
Distribution model
43.
A customer tells a sales associate in a music store that it is confusing to try to find things in the store. After helping the customer find what they are looking for, what should the sales associate do?
a)
Disregard the customer's complaint and leave it up to the company to make improvements to the store.
b)
Tell store management that additional personnel should be assigned to assist customers.
c)
Mention the comment to store management and suggest they install more signage.
d)
Finish your assigned tasks on the sales floor, and listen for other customer complaints.
44.
While the season is changing from winter to spring, a manager asks a sales associate for ideas on a sales strategy that will help clear out the remaining winter merchandise. Which of the following strategies is MOST likely to help reach this goal?
a)
Put up signs throughout the store stating that all winter merchandise is 'while supplies last."
b)
Introduce an employee incentive plan for the salesperson who sells the most winter apparel that week.
c)
Reduce pricing on winter apparel by 50% or more and add incentives for purchasing scarves, hats and gloves.
d)
Suggest shipping the winter merchandise to an outlet store to make room for the spring line.
45.
When should a store mark down its products?
a)
When they aren't selling fast enough.
b)
When sales are low and/or a season has ended.
c)
When its competitor marks down the same product.
d)
When customers complain that the item is too expensive.
46.
A customer is purchasing a new cellphone. What add-on product would be BEST to recommend with that purchase?
a)
A phone case
b)
A tablet keyboard
c)
A tablet
d)
A second cell phone
47.
The stock turnover rate for whole wheat bread is three times higher than for white bread. What does this mean?
a)
Both types of bread are in high demand.
b)
There is a higher demand for white bread than for whole wheat bread.
c)
Bread is a popular product.
d)
There is a higher demand for wheat bread than for white bread.
48.
A new fast food restaurant opened in a mall food court. Since there are a lot of competitors in the same space, they are barely getting any sales. Which marketing strategy would be MOST effective to increase sales?
a)
Create an Instagram page with the most popular items on the menu.
b)
Ask several employees to go around the mall giving flyers to people walking by.
c)
Provide free samples of the most popular items on the menu and a 10% off coupon valid for the first meal.
d)
Offer lower prices than its competitors.
49.
On the first rainy day of the fall season, a sales associate notices that customers are entering the store cold and unprepared for the weather. Currently, tables of golf balls and golf accessories are stationed where the customers enter the store. Which action would be BEST for the associate to take to ensure that the customers' needs are being met?
a)
Inform the department manager that the sales floor is not merchandised properly.
b)
Suggest to the manager that they could create an inviting display of sweaters, scarves and umbrellas at the store entrance.
c)
Pull sales reports on the sale of winter items and show the figures to the store manager.
d)
Direct the customers who appear cold toward the merchandise that interests them.
100 %
