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2016 Retail HSC

Quiz by Benjamin

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14 questions
Show answers
  • Q1
    When ordering a coffee, a customer is offered a refill for an extra 50 cents. Which selling technique is being used by the coffee shop?
    Upselling
    Suggestive selling
    Offering alternatives
    Top-down selling
    30s
  • Q2
    While 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 all
    Remove the empty boxes before continuing to unpack the new stock
    Move the empty boxes to another aisle
    Clear a pathway for customers to walk through
    30s
  • Q3
    A 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 time
    Call for the supervisor to assist the customer
    Listen to the customer
    Take down the customer’s phone number for a follow-up call
    30s
  • Q4
    While 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?
    Alternative
    Direct order
    Difficulty
    Steps
    30s
  • Q5
    How could a salesperson best provide good customer service when obtaining information from a customer?
    Following industry codes of practice
    Displaying knowledge of the latest trends in product development
    Asking questions to determine the needs of the customer
    Speaking clearly and politely
    30s
  • Q6
    On 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
    $401
    30s
  • Q7
    What is the primary role of professional associations in the retail services industry?
    To maintain relationships between employers and unions
    To maintain standards and represent the industry
    To negotiate enterprise agreements and awards for the industry
    To establish minimum qualifications for employment and training
    30s
  • Q8
    At 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 register
    Ask for the video camera at the cash register to be checked
    Offer the customer a credit voucher for the next purchase
    Apologise for the error and give the customer the extra change
    30s
  • Q9
    Which of the following strategies would most effectively help retail employees maintain a balance between work and life?
    Applying flexible rostered hours
    Providing mentoring
    Introducing job rotation
    Implementing equal employment opportunity
    30s
  • Q10
    This 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 statement
    Role statement
    Organisational statement
    Goal statement
    30s
  • Q11
    Which of the following is NOT covered by Australian consumer law?
    Lay-by agreements
    Product safety
    Door-to-door sales
    Point-of-sale procedures
    30s
  • Q12
    What is the main reason for reporting accidents in a retail workplace?
    To minimise insurance costs
    To provide statistical data for WorkCover
    To improve hazard identification
    To identify the employee responsible
    30s
  • Q13
    In which of the following areas is e-retailing most likely to benefit retail services industries?
    Reducing advertising costs
    Improving customer service
    Broadening the market base
    Strengthening security of payment
    30s
  • Q14
    Which document should a retail assistant consult to ensure the correct handling of specific cleaning chemicals?
    Work Health and Safety policy
    Workplace plan
    Industry code of practice
    Safety data sheet
    30s

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