1. What should you do if a customer walks in the shop?

A. Ignore them; they're just regular people like you

B. Greet them and ask if you can help them; the polite way

C. Kick them out; you don't want them in the shop

D. Leave them to do their buisness; but smile and greet them in a polite way

2.If a Customer asks you where a tin of beans are, how should you respond?

A. Tell them where the beans are

B. Draw a map that is completley understandable

C. Show the customer where they are and if required, help them carry the items

D. Just say "Leave me alone, i'm off Duty" and shout at them to go away

3. How should you treat the other employees around you?

A. Ignore them and don't bother to become friends

B. Treat them with respect and kindness

C. Share nasty looks at them and envy them

D. Become friends and keep in touch

4.While serving customers at the checkout, should you help them? If yes, how?

A. By Telling them the price of everything and ignoring their comments

B. Helping them pack their bags and promting them to do certain actions (e.g. Enter pin no., Hand over
loyalty card) when accipible

C. Talking to them in a polite and friendly manner and taking ages to complete the sale.

D. Not in any way at all; they didn't ask for help!

5. Retailer is a person who sells the goods in a---------.

a. large quantities

b. small quantities

c. both a & b

d. none of these
6. In retailing there is a direct interaction with-------.

a. Producer

b. customer

c. wholesaler

d. all of these

7. The factor leading to the growth of retailing is ----

a. changing consumer trends

b. technology

c. demographics

d. all the above

8. A multi channel retailer sells merchandise.

a. over the telephone

b. through personal selling and retail store only

c. over the internet

d. through more than one channel

9. A salesgirl at a high-end garment store gives some time to the customers when they walk in and gives
them assistance only when they need. Identify the type of customer with whom this selling approach
will work.

a. Confused customer

b. Casual customer

c. Aggressive customers

d. All of these

10. What question should be asked by the salesman to understand the motive of a customer's visit to the
store?

a. How many kids does the customer have?

b. What is the customer’s occupation?

c. What is the social background of the customer?

d. What brings the customer to the store?

11. Which of the following are the tools for effective pre-sale communication? Mark the option that
applies.

a. Gathering customer details

b. Offering free products

c. Observing the customer

d. Selling add-on products

12. The sales person should do the following once the customer is ready to purchase the merchandise:

a. Maintain poise

b. Ask for agreement

c. Show confidence

d. All of these

13. What is the right time for add-on sales?

a. Before the customer makes payment

b. When the main purchase is done

c. While selling the main product

d. When the customer enquires

14. Which of the following is more important in customer handling?

a. telling

b. sharing

c. selling

d. convincing

15. A salesman can handle the diversity of customers by___________.

a. letting the customer look for the ideal product in the store all by self

b. understanding the customers over long time

c. assisting them satisfactorily and convert a prospect into sale

d. forcing the customer to purchase a product