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WorksheetsPractice Exam Questions - Set 2
Total questions: 25
Worksheet time: 13mins
You purchase soccer shoes online from a large sporting goods retailer. When you receive them, they are too small. Instead of shipping the shoes back, you stop by to return the shoes at the store closest to your home. What is this an example of?
Divided Retailing
Multichannel Retailing
Sociochannel retailing
Omnichannel Retailing
What is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?
Contact the customers with complaints and offer discounts on their next purchases.
Ignore negative comments because unhappy customers often just like to complain.
Encourage the feedback and think of the comments as free market research.
Remove the complaints from social media sites so that other customers will not see them.
Which of the following is the BEST question for sales associates to ask themselves when evaluating their performance after a customer interaction?
A. "Why did or didn’t they buy today?"
B. "Will this customer require a follow-up call or email?"
C. "What other products or services should I have offered?"
D. "What went well, and what could I do better next time?"
John's restaurant sells tacos. Which business is an example of a direct competitor?
Juan's Chinese
Maria's Hamburgers
Victor's Tacos
Susan's Ice Cream
What's the term for companies that seek the same customer's money but offer products that meet different needs?
Replacement competitors
Direct competitors
Indirect competitors
Partner competitors
The shoe salesperson suggests shoe cleaner, socks, and shoe laces to go along with the new athletic shoes the customer is purchasing. What is this practice called?
Visual Merchandising
Upselling
Cross-selling
Cold calling
During back-to-school time, the display of jeans is often heavily shopped. As a retail associate, you notice some empty bins where certain sizes have all been heavily shopped. What's the best next step?
Immediately check the back room for the sold-out items and restock the bins.
Tell your coworker to restock the jeans.
Fill the bins after the store is closed.
Move some other sizes to the empty location so it doesn't look as bare.
Which component is usually the first one in a distribution channel?
Wholesaler
Retailer
Customer
Manufacturer
A retail associate observes a shopper knock over a pyramid of canned goods into an aisle and keep walking. Which of the following is the BEST solution to address the accident?
Call for a custodian.
Pick up the cans.
Question the shopper.
Have the manager paged.
An associate responsible for training sees a new employee leave a jewelry case unlocked. The new employee then leaves the area to help a customer. What should the associate responsible for training do?
Watch the case to make sure customers don't open it.
Lock the case immediately.
Alert the manager about the problem.
Remind the new employee to lock the case.
You are a sales associate in a clothing store. Your store is currently out of a popular ski jacket, and you need to special order more for your customers. You do not normally deal with special orders to vendors. What is the FIRST thing you should do?
Find out who does deal directly with vendors.
Post a sign stating, 'Out of ski jackets until further notice.'
Leave the product book out for patrons.
Find the special order forms to be set up the order.
Sales for cranberry sauce increase during the months of November and December. Inventory arrives in the warehouse four months before shipping to stores. In what month will the warehouse need to start allocating more space for storing cranberry sauce?
June
July
April
September
What is the FIRST thing a retail associate should do if someone spills soda or food onto the sales floor?
Clean up the spill.
Put a barrier around the spill.
Inform the manager about the spill.
Call for a custodian to clean up the spill.
Three customers enter a store together. A sales associate sees them earlier in the week, but none of them made a purchase. The sales associate would like to ensure that they are not shoplifting. What is the BEST approach for the sales associate to take in this situation?
Kindly remind them that you saw them visit the store a few days earlier.
Greet them and offer to help them find what they are looking for.
Immediately call for police and keep an eye on them while they are in the store.
Contact a supervisor to use a prevention vehicle avoiding direct contact with the customers.
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.
You are working as an overnight stocker in a high-volume grocery store and come across three tubs of yogurt with a sell-by date in two days. What should you do?
Walk around the store and ask a few other employees who are also stocking their areas how they would handle this situation.
Move the yogurt to the front of the case, knowing it will sell as soon as the store opens because it is a best seller and it's on sale.
Remove the yogurt from the case and then fill out the paperwork to mark out of stock as they are almost expired and new items have arrived.
Move the tubs to the front of the case and leave your manager a note, asking her to remove the items the next day if they don't sell since they will reach their sell-by date the day after that.
A 24/7 pharmacy wants to conduct physical inventory. When would be the BEST time for them to schedule inventory?
During the weekends
At the beginning of the week
At the end of the week
During slow sales times
A customer is picking up several laundry hampers and putting them back on the shelf. The associate notices that he placed one of the hampers on the edge of the shelf and it could fall. What should the associate do?
Tell the customer to be more careful next time.
Wait until the customer finishes looking at the hampers and move the hamper away from the edge.
Move the hamper away from the edge while the customer is still deciding on a hamper.
Inform the manager that the hamper section isn't safe.
A sales associate sees a shopper leaving a cart full of merchandise behind, including perishable items. Which of the following should the associate do?
Ask the customer to place the items back where they belong before leaving the store.
Inform the manager about the abandoned cart full of merchandise.
Put the items back in the shelves, starting with the perishable items.
Put the cart aside and take care of it at the end of the day.
What term means all of the items that the retailer sells across the enterprise?
Total liabilities
Total assets
Total inventory
Total goods
What is the name of the item identifier that consists of a series of parallel lines that is readable by an inventory tracking device?
Point-of-Sale system
Barcode
RFID technology
Scanner
What is the process of either manually or automatically ordering product to replace items that have been sold called?
Purchasing
Stocking
Inventory replenishment
Discounting
Nancy just got a new job at the local retail store. She's excited for her new role of placing inventory on the sales floor, shelves and other displays to be sold to the customer. What is this role called?
Stocking
Merchandising
Sales
Customer service
What type of fraud involves intentionally pricing items incorrectly and issuing fraudulent gift cards?
Ecommerce fraud
Customer fraud
Employee fraud
Vendor fraud
Which of the following is NOT an action you would take when assisting a customer who cannot find a red shirt in their size?
Use the inventory tracking system to see if their size is in the stockroom.
Use the inventory tracking system to see if their size is available at a nearby store location.
Use the inventory tracking system to see if their size is available at the distribution center.
Use the inventory tracking system to see if a competitor has the shirt in their stockroom.
