2016 Retail HSC
Quiz by Benjamin
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14 questions
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- Q1When ordering a coffee, a customer is offered a refill for an extra 50 cents. Which selling technique is being used by the coffee shop?UpsellingSuggestive sellingOffering alternativesTop-down selling30s
- Q2While unpacking new stock on a supermarket floor, a retail worker notices that the empty boxes are blocking the aisle. What should the retail worker do?Unpack the rest of the boxes quickly and then remove them allRemove the empty boxes before continuing to unpack the new stockMove the empty boxes to another aisleClear a pathway for customers to walk through30s
- Q3A customer approaches a shop assistant in a busy furniture store to complain about a delivery experience. What is the first step that the shop assistant should take to deal with the complaint?Ask the customer to return at another timeCall for the supervisor to assist the customerListen to the customerTake down the customer’s phone number for a follow-up call30s
- Q4While a family is deciding whether to buy a new television set, a salesperson reminds them that the discounted price is only available on that day. Which technique is being used by the salesperson to try to close the sale?AlternativeDirect orderDifficultySteps30s
- Q5How could a salesperson best provide good customer service when obtaining information from a customer?Following industry codes of practiceDisplaying knowledge of the latest trends in product developmentAsking questions to determine the needs of the customerSpeaking clearly and politely30s
- Q6On a particular day, the total cash sales are $751 and the total non-cash sales are $1322. If the float for the day is $350, how much money should be in the cash register drawer at the end of the day?$2073$1101$2423$40130s
- Q7What is the primary role of professional associations in the retail services industry?To maintain relationships between employers and unionsTo maintain standards and represent the industryTo negotiate enterprise agreements and awards for the industryTo establish minimum qualifications for employment and training30s
- Q8At a checkout in a large supermarket, a retail assistant has given change from $20, but the customer believes that a $50 note was tendered. The retail assistant is confident that the correct amount of change has been given but the customer demands the extra change. Which of the following is the most appropriate strategy to help the retail assistant resolve the problem?Close the terminal and ask other customers to move to another registerAsk for the video camera at the cash register to be checkedOffer the customer a credit voucher for the next purchaseApologise for the error and give the customer the extra change30s
- Q9Which of the following strategies would most effectively help retail employees maintain a balance between work and life?Applying flexible rostered hoursProviding mentoringIntroducing job rotationImplementing equal employment opportunity30s
- Q10This statement was obtained from a workplace document. "Our aim is to provide customers with the highest standard of service and ensure that the store consistently meets the expectations of customers." What type of document would be most likely to contain this statement?Mission statementRole statementOrganisational statementGoal statement30s
- Q11Which of the following is NOT covered by Australian consumer law?Lay-by agreementsProduct safetyDoor-to-door salesPoint-of-sale procedures30s
- Q12What is the main reason for reporting accidents in a retail workplace?To minimise insurance costsTo provide statistical data for WorkCoverTo improve hazard identificationTo identify the employee responsible30s
- Q13In which of the following areas is e-retailing most likely to benefit retail services industries?Reducing advertising costsImproving customer serviceBroadening the market baseStrengthening security of payment30s
- Q14Which document should a retail assistant consult to ensure the correct handling of specific cleaning chemicals?Work Health and Safety policyWorkplace planIndustry code of practiceSafety data sheet30s