Level 3 Certificate in Retail Knowledge

Transcription

1 As part of your Level 3 Certificate in Retail Knowledge you will be required to complete a test. This sample test paper will give you the opportunity to prepare for this test. It consists of 30 questions for which you will be given 40 minutes to complete. You must answer 22 out of the 30 questions correctly in order to receive a pass mark. The questions should be completed in the presence of your VLA under controlled conditions. However, if this is impractical, you may wish to complete and the completed test to your VLA. Understanding customer service in the retail sector 1. A company has recently introduced loyalty cards in all of their stores. Which one of the following would be the main advantage to the business? The number of cash refunds will increase. Improvements in customer service. Goods can be offered at reduced prices. More customers will return to the store. 2. Which one of the following actions is most likely to encourage staff to put forward suggestions for improvements in the store? Place a suggestion box at the payment point. Criticise previous ideas from others. Offer an incentive for the best suggestion. State that staff are welcome to offer ideas. 3. A manager intends to increase their trading hours but has limited budget. Which one of the following best ensures staff coverage over the additional hours during the day? Reduce hours during quite times and overlap hours over busy periods. Pay overtime and increase staff hours during busy times of the day. Close the store during lunch times. Increase staff hours at busy times of the day and employ more staff. 4. Which one of the following best describes the action to take after dealing with a customer s complaint? Check that the customer is satisfied with the outcome. Check that the customer complaint has been recorded by a staff member. Handle the complaint as soon as possible. Investigate the nature of the complaint. 5. A manager discovers many customers are unhappy with the way their complaints have been handled by staff members. Which one of the following would be the most likely explanation for this? Faulty goods and services. Lack of customer complaints staff training. Staff members having poor product knowledge. Breakdown in communication between staff and management. 1

2 6. It is important to ensure, when handling customer complaints, that the customer: Is friendly to the staff dealing with their complaint. Understands the nature of the complaint. Is kept informed on the progress of their complaint. Co-operates with the staff member dealing with their complaint. Understanding the retail selling process 7. A customer questionnaire has revealed that they have no confidence in staff when asking for advice about products. Which one of the following is most likely to be the cause? Customers are unable to locate staff in the store. Lack of staff training on product knowledge. Poor range of products within the store. Staff confuse customers with jargon. 8. Which one of the following best describes the meaning of merchandisable quality? Goods which are: Free from faults or defects. The best value for money. Attractive to the customer. Ideal to display in the window. 9. Which one of the following is the most appropriate point to introduce additional items to a sale? Whilst selling the original item. Immediately after paying for the original item. After confirming the customer s wish to purchase the original item. During the sale of the original item but before reaching the payment point. 10. Which one of the following is the most effective way of maximising sales opportunities? Providing a home delivery service. Promoting the store image. Greeting customers. Up selling. 11. Which one of the following is not a type of feature or benefit? Fashionable. Suitability for purpose. Product or service. Reliability. Understanding the development of personal and team effectiveness in a retail business 12. Which one of the following can best be used to identify the learning needs of an individual? Observation by the line manager. Individual Development Plan. Key Performance Indicators. Work schedules. 2

3 13. Giving constructive feedback to an employee is likely to involve: Giving suggestions on improving performance, without dwelling on shortfalls Summing up performance over a period of time and taking into account several issues. Criticising performance without suggesting possible solutions Building confidence by praising them on what they did well 14. Which one of the following is most likely to develop into conflict within a retail team? Achievement of team targets. A disagreement with a customer. Confusion of responsibilities. Unsatisfactory quality of goods. 15. Which one of the following is a legal requirement relating to the recruitment process? Copyright, Designs and Patents Act. Consumer Credit Act. Disability Discrimination Act. Sale of Goods Act. 16. Which one of the following is the best method of identifying your own development needs? A Training Needs Analysis. Risk assessment. Attending a training course. Cost analysis. 17. Objectives for individuals and teams need to be SMART. Which one of the following is correct? Specific, Memorable, Achievable, Reliable Time specific. Specific, Measurable, Achievable, Realistic, Time specific. Specific, Manageable, Achievable, Reliable, Time specific. Specific, Memorable, Achievable, Realistic, Time specific. Understanding the management of risks to health and safety on its premises 18. Which one of the following is used to identify areas of the premises where improvements to health and safety could be made? Health and safety at work act Control of substances hazardous to health act Accident book. Risk assessment 19. Which two of the following are essential contents within an accident book? 1. Date the accident was reported. 2. Description of the accident. 3. Description of additional witnesses. 4. Location of the accident. a. 1 and 3 b. 2 and 4 c. 3 and 2 d. 4 and 1 3

4 20. According to the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) Any serious work-related, health and safety incidents, accidents resulting in over a 3 day injury, disease or death must be reported to the enforcement authorities within: 10 days of the incident. 5 days of the incident. 3 days of the incident. 15 days of the incident. Understanding security and loss prevention in a retail business 21. There has been an increase in theft in a shopping centre. Which one of the following implications is most likely to affect the profit margins of the stores in the centre? Increased security costs. Decreased wage costs. Lower rental costs. Higher prices. 22. Audits are necessary to identify variances between stock levels and actual records. Which one of the following best describes the reason why stock levels can fluctuate from current records? Theft, till errors and poor quality goods. Incorrect deliveries, theft and giving incorrect change. Poor quality goods, incorrect deliveries and theft. Theft, administrative errors and incorrect deliveries. 23. The definition of product contamination is: Obtaining out of date products for re-sale Making products unfit for use Deliberately damaging goods Storing goods correctly. 24. Which one of the following is most likely to be an internal security threat? Reconciliation fraud. Credit or debit card fraud. Supplier fraud. Returned goods fraud. 25. Which one of the following covers the apprehension of theft offenders by police officers and any person with the duty of investigating criminal offences: Personal and Criminal Apprehension Act (PACA). Police and Criminal Evidence Act (PACE). Powers of Arrest and Custody. Citizens arrest. 26. Which one of the following methods is best used to identify what goods are at risk, and to what extent? Training needs analysis. Annual audit. Risk assessment. Self assessment. 4

5 Understanding how the smooth operation of a payment point is maintained 27. Which one of the following problems can best be reduced through routine monitoring at the payment point? Incorrectly priced goods. Shop floor security. Stock room security. Incorrectly displayed goods. 28. Which one of the following would best describe abnormal operating conditions at the payment point? Busy trading periods of the year. Minor staff shortages on till duty. Cash register not working correctly. Shortage of carrier bags at the payment point. 29. Which one of the following checks are taken when investigating till discrepancies? Check that the date is correct. Check that their is sufficient change. Check for unregistered sales. Check that the till area is tidy. 30. Which one of the following set of tasks are completed when closing the payment point? Take till readings, final cash collection and place change in the till. Take till readings, final cash collection and calculate overs and shortages. Remove waste, tidy payment point and sign onto the till. Remove waste, replenish wrapping and packaging and place the float into the till. WELL DONE, you have now completed the test. Please complete your details below and give to your VLA who will mark it and give you the results. Learner Name Date VLA Name 5 R6332/