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

a) Listen with empathy b) Conduct performance appraisal c) Identify issues and negotiate assistance d) Identify issues, negotiate and implement outcomes 2. Which is the cause of Stock shrinkage? a) Incorrect pricing, markdowns b) Theft, wastage, poor handling c) Poor stock rotation d) Poor signage 3. Robin works in night shift and he feels away from friends. What is the workplace hazard identified here? a) Biological b) Chemical c) Physical d) Psychological 4. Which is the correct waste disposal practice in Retail outlet? a) Reuse,recycle,replace b) Reuse,recycle,dispose of safely c) recycle,dispose of safely, destroy d) Repackage, Reuse, Dispose of safely 5. What is the main purpose of safety audit? a) To identify risks at workplace b) To highlight staff emergency procedures c) To eliminate injury in workplace d) To let staff aware of safety and responsibility 6. Which are the sources of knowledge? a) Colleagues and trade journals b) Trade journals and store policies c) Union reps and suppliers d) 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 stds b) Contrary to sale of goods act c) Selling an unfit product d) 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) 46.15 b) 53.84 c) 85.71 d) 185.71 9. Jesse responded to a customer, So you are after a gift for your Grandmas Bday? What type of Question Jesse is using? a) Active b) Open c) Reflective d) Rhetorical 10. A salesperson motivates a customer to purchase an expensive gift than previously aimed. What sort of sales technique is it? a) Selling up b) Add-on sale c) Follow-up sale d) Consultative selling 11. What is the main benefit of FIFO principle? a) It minimises loss thro shrinkage b) It ensures shelves are always fully stocked c) It allows for monitoring slowly moving lines d) It enables perishable items to be stored immediately 12. Cutting blade in a stores is faulty. How to solve this?

a) Remove the equipment b) Replace the blade of the slicer c) Introduce safe working procedures d) Notify the store manager 13. A customer wants an item out of stock. Which of the following should a sales person offer? a) Lay-by b) Rain check c) Store card d) Gift voucher 14. What is the purpose of planogram? a) To inform slow selling lines b) To determine the location of products in the store c) To organise and schedule deliveries of incoming stock d) 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 supervisor b. Offer customer service c. Lead the customer outside d. Ask the customer to return the goods 16. Under supervision you will be required toi. Store input to computer ii. Check the back dock This is an example ofa) A work plan b) A work Schedule c) A job description d) A duty statement

17. What is the purpose of electronic scaning at POS? a. To record ISDN info b. To read the product code c. To link Retailer directly with suppliers d. To gather customers 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 boxes b. Leave the stock on the floor c. Flatten the boxes and put them to the aisle d. Flatten the boxes and place them in the stock trolley 19. Which factors should be considered when manhandling tasks? a. Weight and dimensions of goods b. Urgency of task c. Value of merchandise d. 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 mind b. Comfortand protection of the driver c. Apperance and fuel economy d. Durability and capacity for heavy roads