WorksheetsPractice Exam Questions - Set 1
Total questions: 20
Worksheet time: 10mins
A preferred customer is at the register collecting a gift from a mailed promotion. The next customer in line wants a gift also and is getting angry. What should the associate do?
Process the sale and insert a customer feedback / complaint form in the bag.
Offer a gift to keep it quiet in order to not upset the other customers.
Apologize and complete the sale as quickly as possible.
Explain the qualifications to be a preferred customer and how to receive free gifts.
A customer comes into your store and asks if you carry any types of walking canes and accessories. Knowing that you do not carry canes or accessories, how should you handle the customer?
Explain to the customer that your store serves a different type of client so it does not carry those items.
Explain to the customer that you do not carry canes and accessories at your location, but you know another location that does and will be happy to call them.
Explain to the customer that you do not have a large demand for canes and accessories; therefore, it is not necessary to carry them.
Explain to the customer that you do not make a lot of profit in selling canes and accessories; therefore, you do not carry them.
A customer has a coupon and wants to buy an item that is listed as clearance. The coupon, however, only applies to full priced items. What should the associate do?
Make an exception for the customer and apply the coupon.
Apologize and explain the conditions in which the coupon does and does not apply.
Inform the customer that the item doesn’t qualify for the coupon.
Suggest the customer continue to watch for coupons but check the conditions.
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
Solochannel retailing
Omnichannel retailing
Retailers who offer multiple shopping options in their ecosystem that are not connected are called what?
Omnichannel Retailing
Split Retailing
Multichannel Retailing
Divided Retailing
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 associate do?
Ask another sales associate to help the customer.
Explain that the customer can return the television within 90 days of the purchase date.
Refer the customer to the manufacturer’s toll free number.
Locate a copy of the warranty document and share it with the customer.
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?
You’re opening a new athletic shoe store in your town. Who would you consider to be your direct competitor?
Nike
TJ Maxx
Wal-Mart
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?
Give the customer the pressure washer with the lowest PSI just to be safe.
Look up the answer online.
Ask another associate at the store that might know what the recommended PSI is.
Tell the customer that you don’t know the answer.
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 is the term for companies that seek the same customer’s money, but offer different products that meet different needs?
Replacement competitors
Direct competitors
Indirect competitors
Partner competitors
It’s July 5th and a store has a lot of 4th of July merchandise left. What should they do?
Keep the merchandise in the store until next year.
Leave it on the shelves until customers buy all the merchandise.
Mark down the merchandise.
Donate the merchandise.
A customer is purchasing a new cell phone. What add-on product would be BEST to recommend with that purchase?
A phone case
A tablet keyboard
A tablet
A second cell phone
The shoe salesperson suggests shoe cleaner, socks, and shoe laces to go along with the new athletic shoes a customer is purchasing. What is this practice called?
Visual Merchandising
Upselling
Cross-selling
Cold Calling
Which component is usually the first one in a distribution channel?
Wholesaler
Retailer
Customer
Manufacturer
A customer has $150 to spend on buying a gift. They could make their purchase either at Macy’s or Nordstrom. What type of competitive relationship exists between these stores.
Indirect competitors
Replacement competitors
Rival competitors
Direct competitors
Where does a pet store receive dog toys purchased from different manufacturers to be shipped to their stores for replenishment?
Manufacturer
Distribution Center
Retailer
Storage Room
What is the name of the item identifier that consists of parallel lines that is readable by an inventory tracking device?
POS
UPC barcode
NFC
RFID
What is an example of how retailers use technology?
Use of robots in stores
Customers can buy online and pick up curbside
Self-service checkout
All answers are correct
What should associates know about a product in order to provide quality customer service?
Features and benefits
The location of the product in the store
Comparisons to similar competitor items
All answers are correct
