which one of the following would be the best method of learning using observation?

Working alongside an experienced colleague.

Which one of the following is most effective when dealing with customers making complaints?

Ask for a brief version of events

Which one of the following describes a buying signal?

A customer looking around for a salesperson.

The main consequences of contravening retail law for a retail business are

closure of the business and possible imprisonment

Which one of the following best describes the meaning of merchandisable quality?

Goods which are free from faults or defects.

which one of the following best describes diversity in the workplace?

Staff with a range of backgrounds and experiences.

which one of the following best describes how to raise the alarm for a fire?

Break the glass at the nearest manual fire alarm point.

Which one of the following is an example of an open question?

What style did you have in mind?

If a sale has not been closed correctly, the customer is most likely to

change their mind about the initial purchase

The main responsibilities of retailers under the Trades Descriptions Act is that they must

accurately describe the products or services

Which one of the following describes a main obligation under the Data Protection Act?

Data must only be used for the purpose it was collected.

One of the main health and safety responsibilitie in the workplace is

take reasonable care of themselves and others

studbud

retail revision

23 termsStudBud Administration21 plays

revision questions

Flashcards23 cardsFPractice quizPHost liveL

Questions 23

Answers

1
which one of the following would be the best method of learning using observation?
Working alongside an experienced colleague.
Reading a book on the subject.
Searching the internet for information.
Attending a classroom lecture in a college.
2
Which one of the following is most effective when dealing with customers making complaints?
Explain the company’s complaints policy.
Identify important points and facts.
Ask for a brief version of events
Write everything down
3
Which one of the following describes a buying signal?
A customer looking around for a salesperson.
Asking a salesperson for directions to the toilets.
A customer saying goodbye to a salesperson
Asking a salesperson what time the store closes.
4
The main consequences of contravening retail law for a retail business are
legal warning and a reduction in customer loyalty
reduction in profit and an increase in expenses.
closure of the business and possible imprisonment
loss of trade and gaining a poor reputation
5
Which one of the following is the most effective method of approaching customers?
Wait until the customer asks for help.
Observe customer movements but say nothing
Greet them and carry on working
Acknowledge their presence
6
Which one of the following best describes the meaning of merchandisable quality?
Attractive and colourful products.
Goods which are free from faults or defects.
Products which offer value for money.
Products which can be re-sold.
7
Which one of the following is a method of identifying own learning needs?
Creating an initial assessment
Creating staff rotas.
Writing a job description.
Producing a self assessment.
8
Which one of the following falls under legislation for age restricted goods?
Fireworks.
Cleaning products.
Newspapers
Bleach
9
Which one of the following is a main hazard often found on the premises of a retail business?
Oil spills.
Untidy stock.
Poor store layout.
Slippery floors
10
which one of the following best describes diversity in the workplace?
Staff who meet a specific level of skills and experience.
Staff with the relevant qualifications and experience.
Staff of various levels of skills and experience.
Staff with a range of backgrounds and experiences.
11
Which one of the following is the most likely effect of having poor communication skills?
Increase in customer complaints.
Duplication of work.
Reduction in working hours.
Higher sales targets.
12
which one of the following best describes how to raise the alarm for a fire?
Leave the building and call the emergency services.
Break the glass at the nearest manual fire alarm point.
Always use the available equipment to put out the fire.
Call out ‘fire’, leave quickly and stop anyone returning.
13
Which one of the following describes a product benefit for a camera?
Pictures instantly available.
Size of the screen
Available in a variety of colours
Zoom facility.
14
Using effective questioning within the sale process enables the salesperson to
identify customer needs
reduce the amount of time spent with the customer.
find out if they want to be served
put the customer at ease
15
Which one of the following is an example of an open question?
Is this the size you are looking for?
Would you like to see our new product range?
What style did you have in mind?
Can I help you?
16
If a sale has not been closed correctly, the customer is most likely to
change their mind about the initial purchase
insist on a full refund of payment
become confused about the product features
complain about the service provided.
17
The main responsibilities of retailers under the Trades Descriptions Act is that they must
explain the price of the products or services.
accurately describe their trade and occupation
accurately describe the products or services
explain how to use the products or services
18
Which one of the following describes a main obligation under the Data Protection Act?
Only the person collecting the data is authorised to access
Data must only be stored on a secure computer.
Data is not covered if it affects national security.
Data must only be used for the purpose it was collected.
19
One of the main health and safety responsibilitie in the workplace is
take reasonable care of themselves and others
follow the line manager’s instructions.
work as quickly and efficiently as possible
read all relevant literature on procedures
20
Which one of the following describes a main key feature of excellent customer service?
Being courteous to customers
Accepting customer needs.
Exceeding customer needs
Meeting company needs
21
An effective technique for finding out what a customer is looking for is to
form an opinion quickly
summarise what they have said.
ask if they would repeat the question
interrupt them to confirm understanding
22
Which one of the following laws helps to promote equality in the workplace?
Data Protection Act
Health and Safety at Work Act.
Disability Discrimination Act.
Sale of Goods Act.
23
Which one of the following is the most common type of customer complaint?
Faulty goods.
Wrong size
Product label information
Pricing policy

retail revision Flashcards | StudBud