1. Which is the ideal method to solve problems and resolve conflicts in a team?

a) Listen with empathyb) Conduct performance appraisalc) Identify issues and negotiate assistanced) Identify issues, negotiate and implement outcomes

2. Which is the cause of Stock shrinkage?a) Incorrect pricing, markdownsb) Theft, wastage, poor handlingc) Poor stock rotationd) Poor signage

3. Robin works in night shift and he feels away from friends. What is the workplace hazard identified here?

a) Biologicalb) Chemicalc) Physicald) Psychological

4. Which is the correct waste disposal practice in Retail outlet?a) Reuse,recycle,replaceb) Reuse,recycle,dispose of safelyc) recycle,dispose of safely, destroyd) Repackage, Reuse, Dispose of safely

5. What is the main purpose of safety audit?a) To identify risks at workplaceb) To highlight staff emergency proceduresc) To eliminate injury in workplaced) To let staff aware of safety and responsibility

6. Which are the sources of knowledge?a) Colleagues and trade journalsb) Trade journals and store policiesc) Union reps and suppliersd) Suppliers and POS Manuel

7. A sales person recommended a brand of gloves for skeiing. But the customer got a frostbite. On what grounds action can be taken on the retailer?

a) Not satisfy stdsb) Contrary to sale of goods actc) Selling an unfit productd) Selling a product of not merchadisable quality

8. A store buys a box for Rs 175 and sells for Rs 325. What is the % markup?

a) 46.15b) 53.84c) 85.71d) 185.71

9. Jesse responded to a customer, ”So you are after a gift for your Grandma’s B’day?” What type of Question Jesse is using?

a) Activeb) Openc) Reflectived) Rhetorical

10. A salesperson motivates a customer to purchase an expensive gift than previously aimed. What sort of sales technique is it?

a) Selling upb) Add-on salec) Follow-up saled) Consultative selling

11. What is the main benefit of FIFO principle?a) It minimises loss thro shrinkageb) It ensures shelves are always fully stockedc) It allows for monitoring slowly moving linesd) It enables perishable items to be stored immediately

12. Cutting blade in a stores is faulty. How to solve this?

a) Remove the equipmentb) Replace the blade of the slicerc) Introduce safe working proceduresd) Notify the store manager

13. A customer wants an item out of stock. Which of the following should a sales person offer?

a) Lay-byb) Rain checkc) Store cardd) Gift voucher

14. What is the purpose of planogram?a) To inform slow selling linesb) To determine the location of products in the storec) To organise and schedule deliveries of incoming stockd) To show how products should be displayed in a shelf

15. While stocking shelves, a retail employee notices a customer concealing chogolate bars in clothing.What should he do?

a. Inform the supervisorb. Offer customer servicec. Lead the customer outsided. Ask the customer to return the goods

16. Under supervision you will be required to-

i. Store input to computerii. Check the back dock

This is an example of-

a) A work planb) A work Schedulec) A job descriptiond) A duty statement

17. What is the purpose of electronic scaning at POS?a. To record ISDN infob. To read the product codec. To link Retailer directly with suppliersd. To gather customer’s credit history

18. Wghile Keith unpacked, he finds a customer dripping on some empty boxed. What should have Keith done to avoid accident?a. Alert customers to empty boxesb. Leave the stock on the floorc. Flatten the boxes and put them to the aisled. Flatten the boxes and place them in the stock trolley

19. Which factors should be considered when manhandling tasks?a. Weight and dimensions of goodsb. Urgency of taskc. Value of merchandised. Capacity and willingness of customer to transport goods

20. What factors motivate car purchase with leather seats and powerful engine?a. Safety and peace of mindb. Comfortand protection of the driverc. Apperance and fuel economyd. Durability and capacity for heavy roads