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Retail Operations and Customer Service Worksheet (Grade 12)

Total questions: 75

Worksheet time: 38mins

Name
Class
Date
1.

Best way to keep fragrance tables stocked all day?

a)

Restock as needed at tables

b)

Restock only at night in the backroom

c)

Wait for the weekly delivery to replenish

d)

Stock once at opening and leave until closing

2.

Best way to keep floral customers returning?

a)

Seasonal coupons only

b)

Rewards program

c)

Free samples at checkout

d)

Post more on social media

3.

Rotating perishables so older items sell first is called?

a)

Last In, First Out

b)

Just-in-time rotation

c)

First In, First Out

d)

Random shelf rotation

4.

Cheerfully greeting customers to build rapport is called?

a)

Upselling

b)

Make a connection

c)

Inventory control

d)

Suggestive selling

5.

Best response to negative customer feedback online?

a)

Ignore the reviews

b)

Delete the comments

c)

Argue publicly with the reviewer

d)

Use feedback as research

6.

Entering wrong product codes affects what?

a)

Sales associates' schedules

b)

Store lighting settings

c)

Employee uniforms

d)

Inventory records

7.

Choosing items that fit brand and customer needs is which P?

a)

Price

b)

Product

c)

Place

d)

Promotion

8.

Retail model with licensed locations owned by others?

a)

Sole proprietorship

b)

Franchise

c)

Cooperative

d)

Partnership

9.

Best time for a 24/7 pharmacy to do inventory?

a)

Peak evening rush

b)

Holiday weekends

c)

Immediately after deliveries

d)

Slow sales times

10.

Retail goal for supply compared to demand?

a)

Greater than

b)

Equal to

c)

Less than

d)

Unpredictable

11.

Customer scratched by fixture describes what hazard?

a)

Slip-and-fall

b)

Electrical shock

c)

Chemical exposure

d)

Struck-by injury

12.

Ordering items to replace sold products is called?

a)

Clearance markdown

b)

Planogram reset

c)

Product bundling

d)

Inventory replenishment

13.

Cranberry sauce sells Nov–Dec, ships 4 months early. Start when?

a)

May

b)

June

c)

July

d)

August

14.

Jacket marked from 125to125 to 75. Markdown amount?

a)

$40

b)

$50

c)

$60

d)

$25

15.

Retail tactics to encourage purchases are called?

a)

Regulations

b)

Promotions

c)

Depreciation

d)

Forecasting

16.

20 hats cost 60.Add60. Add 10 profit per hat. Price?

a)

$13

b)

$15

c)

$20

d)

$18

17.

Revenue 4,625,COGS4,625, COGS 3,150. Gross profit?

a)

$1,475

b)

$1,275

c)

$1,350

d)

$1,525

18.

Child slips but seems okay. What comes first?

a)

File an incident report immediately

b)

Clean the floor first

c)

Call corporate

d)

Ask if the child is okay

19.

First component in a distribution channel?

a)

Retailer

b)

Manufacturer

c)

Consumer

d)

Wholesaler

20.

Increase average purchase from 14to14 to 20. Best strategy?

a)

Raise base prices across the board

b)

Reduce store hours

c)

Limit product selection

d)

Bundle items

21.

Best way for new flower shop to build loyalty?

a)

Offer no returns

b)

Reduce staff to cut costs

c)

Eliminate advertising

d)

Ask for referrals

22.

15% off $39.99 lamp saves how much?

a)

$5.15

b)

$6.00

c)

$4.50

d)

$5.75

23.

SUV unavailable. Best customer response?

a)

Say nothing and hope inventory arrives

b)

Tell the customer to wait a month

c)

Cancel the order outright

d)

Check nearby location

24.

Promoting and selling via ads is called?

a)

Auditing

b)

Marketing

c)

Sourcing

d)

Warehousing

25.

Law requiring protective gear for workers?

a)

ADA

b)

OSHA

c)

EPA

d)

FTC

26.

Utilities and rent costs are considered?

a)

Capital investments

b)

COGS

c)

Accounts receivable

d)

Operating expenses

27.

Customer wants return under limited warranty. First step?

a)

Refuse the return

b)

Offer store credit without proof

c)

Throw away the product

d)

Ask purchase date and issue

28.

Products placed on sales floor after arrival is called?

a)

Merchandising

b)

Stocking

c)

Auditing

d)

Invoicing

29.

System connecting customers to products is called?

a)

Supply bottleneck

b)

Retail ecosystem

c)

Warehouse protocol

d)

Payroll system

30.

When should products be marked down?

a)

When stock first arrives

b)

During peak demand

c)

Right after full-price launch

d)

After season ends or slow sales

31.

Abandoned cart with perishables. Best action?

a)

Leave the cart until closing

b)

Discard everything in the cart

c)

Move items to clearance

d)

Return items starting with perishables

32.

Any 2 items for $5 deal is which pricing strategy?

a)

Penetration pricing

b)

Skimming

c)

Dynamic pricing

d)

Bundle pricing

33.

Customer hides unpaid item. What should associate do?

a)

Confront the customer loudly

b)

Ignore the behavior

c)

Allow the customer to check out

d)

Notify security or management

34.

Cold customers enter golf area. Best fix?

a)

Raise prices on golf gear

b)

Move golf to the back of the store

c)

Increase staffing in that area

d)

Create weather-appropriate entrance display

35.

Revenue 2,150,COGS2,150, COGS 850. Gross profit?

a)

$1,250

b)

$1,300

c)

$1,200

d)

$1,100

36.

Unsold neon shirts at season end is example of?

a)

Price fixing

b)

Shrinkage

c)

Premium positioning

d)

More supply than demand

37.

Missing inventory after count is called?

a)

Overstocks

b)

Break-even

c)

Turnover

d)

Shrinkage

38.

Businesses selling same products to same customers are?

a)

Complementary partners

b)

Direct competitors

c)

Distributors

d)

Stakeholders

39.

FIFO ensures which items are in front?

a)

Newest arrivals

b)

Most expensive items

c)

Slow sellers

d)

Soonest-to-expire items

40.

Best example of merchandise adjacency?

a)

Car tires next to bakery

b)

Office chairs near frozen foods

c)

Sunglasses next to motor oil

d)

Baby clothes near diapers

41.

Retail owned by shareholders with many stores is?

a)

Sole proprietorship

b)

Corporation

c)

Cooperative

d)

Franchise

42.

Fraud by staff mispricing and issuing fake gift cards?

a)

Shoplifting

b)

Vendor error

c)

Data breach

d)

Employee fraud

43.

Barcode scanners and registers are part of which system?

a)

POS

b)

ERP

c)

CRM

d)

WMS

44.

Jewelry case left unlocked. Trainer’s first action?

a)

Lock the case

b)

Notify store manager

c)

Call security

d)

Post a warning sign

45.

Best tool to predict product sales?

a)

Customer testimonials

b)

Competitor ads

c)

Social media likes

d)

Historical data

46.

Returning damaged item for refund while keeping good one is?

a)

Price matching

b)

Customer fraud

c)

Product recall

d)

Return to vendor

47.

Companies competing for the same money but serving different needs are?

a)

Direct competitors

b)

Substitute products

c)

Indirect competitors

d)

Channel partners

48.

Best way to measure new merchandising success?

a)

Count foot traffic only

b)

Compare before-and-after sales

c)

Survey employees

d)

Check social media comments

49.

Best way to clear winter inventory?

a)

Hold prices until next year

b)

Move to back room storage

c)

Restrict purchases to loyalty members

d)

Deep discounts and bundles

50.

The “S” in MSRP stands for?

a)

Standard

b)

Special

c)

Seller

d)

Suggested

51.

Holiday items remain as the next holiday arrives. Do what?

a)

Leave them at full price

b)

Donate immediately

c)

Mark them down

d)

Order more of the same

52.

First step when a spill happens on the sales floor?

a)

Call maintenance

b)

Block the area

c)

Look for the source later

d)

Warn on the store intercom only

53.

Best way to promote a new pet grooming store?

a)

Buy national TV ads

b)

Offer employee discounts only

c)

Target pet owners with coupons

d)

Run a storewide clearance

54.

Formula for gross margin percent?

a)

(Revenue−COGS)÷Revenue×100(\text{Revenue} - \text{COGS}) \div \text{Revenue} \times 100

b)

COGS÷Revenue×100\text{COGS} \div \text{Revenue} \times 100

c)

(Revenue+COGS)÷Revenue×100(\text{Revenue} + \text{COGS}) \div \text{Revenue} \times 100

d)

(Revenue−COGS)×100(\text{Revenue} - \text{COGS}) \times 100

55.

A pallet blocks an emergency exit. Is this a hazard?

a)

No, it’s temporary

b)

Yes, the exit is blocked

c)

Only if customers notice

d)

Only during peak hours

56.

Using suggested price to prevent competition is called?

a)

Vendor pricing

b)

Dynamic pricing

c)

Penetration pricing

d)

Loss-leader pricing

57.

Watching body language and eye contact is which step?

a)

Listen and confirm needs

b)

Close the sale

c)

Discuss warranties

d)

Upsell accessories

58.

Best approach with an unhappy customer?

a)

Avoid questions to reduce conflict

b)

Refer them to corporate only

c)

Ask open-ended questions

d)

Offer a coupon immediately without listening

59.

Best way to prevent shoplifting?

a)

Post more signs

b)

Limit store hours

c)

Greet and assist customers

d)

Hide high-value items only

60.

Revenue minus COGS equals?

a)

Operating income

b)

Net profit

c)

Gross profit

d)

Contribution margin

61.

Law covering pay and medical care after injury?

a)

Workers’ Compensation

b)

Fair Labor Standards Act

c)

OSHA

d)

Family and Medical Leave Act

62.

Best time to introduce service programs?

a)

At grand opening only

b)

Before setting prices

c)

After price point is known

d)

After the product is discontinued

63.

Store alarm sounds as a customer exits. Best step?

a)

Ignore to avoid confrontation

b)

Immediately call the police

c)

Block the door

d)

Politely check the receipt and tag

64.

Friends-and-family discount is which technique?

a)

Public relations

b)

Sales promotion

c)

Dynamic pricing

d)

Product placement

65.

Why keep the back room clean and organized?

a)

To impress visitors only

b)

To meet aesthetic standards

c)

To reduce payroll

d)

Safety and efficiency

66.

Law protecting workers who report misconduct?

a)

Title VII

b)

Whistleblower Act

c)

ADA

d)

FMLA

67.

Jewelry is out of stock. Best next step?

a)

Locate the item at another store

b)

Apologize and end the interaction

c)

Offer no alternative

d)

Suggest waiting until next season

68.

Gym versus meal service competing for health customers are?

a)

Direct competitors

b)

Indirect competitors

c)

Complementary partners

d)

Monopolistic competitors

69.

A backpack costs 13andsellsfor13 and sells for 20. What is the lowest markdown to earn a $3 profit?

a)

10%

b)

15%

c)

20%

d)

25%

70.

Law protecting workers with disabilities is?

a)

FLSA

b)

OSHA

c)

ADA

d)

EEOC

71.

Best KPI to measure store revenue?

a)

Inventory turnover

b)

Average transaction time

c)

Sales per square foot

d)

Customer satisfaction score

72.

The sold-out mannequin draws traffic. What should you do?

a)

Leave it as is to show demand

b)

Cover it until stock returns

c)

Change to in-stock items

d)

Move the mannequin to storage

73.

First step when broken glass is found?

a)

Sweep immediately without warning

b)

Wait for maintenance

c)

Announce it later

d)

Block the area

74.

Cutting operating expenses increases what?

a)

Gross margin percent

b)

Revenue

c)

Net profit

d)

COGS

75.

Shampoo priced at $10.95 is marked down 15%. What is the new price?

a)

$9.31

b)

$9.55

c)

$9.75

d)

$8.95

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