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WorksheetsCSS: Chapter 2 and 3 Knowledge Checks
Total questions: 29
Worksheet time: 15mins
Which of the following does not describe a product feature?
Price
Flavor
Texture
Color
Which of the following is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?
The location is on the other side of the store, so it would be a long walk for you.
You're not sure exactly where the product is located.
You're working with another customer and can't leave your area.
The customer doesn't seem likely to buy the product, and is just browsing in the store.
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 coworker 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. A fixed mindset
B. A growth mindset
C. A product mindset
D. A retail mindset
The type of mindset that limits your ability to grow and learn as an employee is called:
A. A fixed mindset
B. A growth mindset
C. A product mindset
D. 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, smiling and making eye contact.
Approach the customer as soon as you see them, anywhere in the store.
Which of the following describes a type of question that cannot reasonably be answered with “yes” or “no”?
A. A leading question
B. An open question
C. An open-ended question
D. 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.
Just say, “I got it!”
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 service
Personalized service
Helpful service
What’s the term for the type of service that includes an extended warranty or service plan at a retailer?
Customer service
Quality service
Personalized service
Add-on services
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?
A. A basketball
B. Soccer shorts
C. A football jersey
D. A baseball bat
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 combo 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.
Which of the following is a good transition statement that can lead to closing a sale?
A. "Are you ready to buy this?"
B. "Do you want to buy this today or come back later?"
C. "Would you like that folded or left on the hanger?"
D. "Are you sure that's the shirt that you want to buy?"
Suppose a customer's purchases total 52.14andthecustomergivesyou 60.25. What's the correct change using the fewest number of bills and coins possible?
A 5bill,2 1 bills, 1 dime, 1 penny.
A 5bill,3 1 bills, 1 dime, 1 penny.
A 5bill,3 1 bills, 11 pennies.
A 5bill,2 1 bills, 11 pennies.
Where are large bills, such as 50sand 100s, 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.
Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?
80-90%
50-60%
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 and defend your case.
Call a supervisor immediately.
Deny the customer's request.
Call security.
According to the 2023 NRF National Retail Security Survey, total reported shrink loss (the loss of inventory from causes other than sales) was around:
$50 million
$75 million
$82 billion
$112 billion
The CRAVED model suggests that shoplifters crave certain products. Which product(s) below do NOT appear on the CRAVED model’s list of most targeted products?
Fast food
Infant care
Electronics
Painkillers
If a POS system detects credit card or debit card fraud, what will it do?
Sound an alarm.
Decline the transaction.
Process the transaction.
Place an automated call to security.
What’s the specific term for the situation in which a customer purchases a new item and then returns an old, damaged, similar item using the new item’s receipt?
Receipt fraud
Switch fraud
Identity theft
Return fraud
Which of the following is NOT an example of employee fraud or theft?
Intentionally pricing items incorrectly.
Giving products away to friends or family.
Chatting with coworkers when there’s stocking to be done.
Taking a coffee break.
What is the best way to discourage shoplifting?
By offering quality customer service and keeping an eye open at all times.
By indirectly and politely confronting potentially suspicious customers.
By directly confronting potentially suspicious customers.
By following customers around the store.
What should a retail employee do if they witness organized looting?
Approach the looters and try to stop them.
Call a manager or security.
Run out of the store.
Sound an alarm.
