Lauren McNeill
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Assessment of Employee Standards and Problem solving within a Retail business.

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Lauren McNeill
Created by Lauren McNeill over 7 years ago
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Employee Standards and Problem Solving within a Retail Business.

Employee Standards and Problem Solving within a Retail Business.

Question 1 of 12

1

Choose a problem a customer may have within a retail business.

Select one of the following:

  • No stock on the shop floor

  • Rude Staff

  • Air conditioning too cold

  • Having to wait to be served

  • All the answers are correct

Explanation

Question 2 of 12

1

If a customer becomes abusive how do you deal with this problem?

Select one of the following:

  • Stay calm, Try to talk clearly to the customer and call your manager

  • Refuse to serve them

  • Call for security to have them removed from the building

  • Tell them to leave and close the shop

Explanation

Question 3 of 12

1

You come across a young child who is alone in your retail store what do you do?

Select one of the following:

  • Phone the Police

  • Take the child into your back office/warehouse

  • Inform your manager so they can make the correct decision on what to do

  • Ignore them as their parent will come along soon.

Explanation

Question 4 of 12

1

Someone has taken ill in your retail store and fallen what do you do?

Select one of the following:

  • Find out what is wrong and call an ambulance if needed.

  • Perform First Aid even without being trained

  • Leave them for your manager to sort.

  • Give them a glass of water

Explanation

Question 5 of 12

1

A man with a visible disability is struggling to carry the items he is buying around the store. What should you do?

Select one of the following:

  • Offer to help him.

  • Take the items off him and take them to the till

  • Tell your manager

  • Ignore him if he needs help he will ask

Explanation

Question 6 of 12

1

Select from the dropdown lists to complete the text.

Problems can occur within a retail team, fill in the blanks from the following problems with how to solve the issues.

1. If you don't get on with your team members you should tell a ( manager, different staff member )
2. A team member is not pulling their weight you should speak to them ( politely, on the shop floor )
3. A team member is leaving you out of social events you should speak ( to your manager, Your friends )
4. A team member is not completing a job properly you should ( show them the right way., Tell on them, Make fun of them )
5. Some one is blaming you for work not being completed you should ( speak to your manager, Speak to the staff member, Start blaming them )

Explanation

Question 7 of 12

1

If you are provided with a staff uniform you can choose if you want to wear it or not.

Select one of the following:

  • True
  • False

Explanation

Question 8 of 12

1

Appropriate dress code consists of

Select one of the following:

  • Uniform, name badge, messy hair

  • Clean Uniform, Name badge, Clean shoes, professional hair

  • Your own clothes

  • Leggings/ tights/ skinny jeans/ trainers and a hoodie

Explanation

Question 9 of 12

1

Select from the dropdown lists to complete the text.

The correct attitude when working in retail is ( upbeat, sad, bad, good )
The correct skills when working in retail are ( confidence, Balancing skills, Knife skills, Initative )
The correct behaviours to display in retail are ( professional, spoilt, bored )

Explanation

Question 10 of 12

1

Effective communication can help with your customer service?

Select one of the following:

  • True
  • False

Explanation

Question 11 of 12

1

All retail stores will have a code of conduct which must be followed and it is your responsibility to read these?

Select one of the following:

  • True
  • False

Explanation

Question 12 of 12

1

Select from the dropdown list to complete the text.

If a customer asks you for help and advice it is your job ( To give them stock, To offer them help and advice, To offer them what they need, To do it )

Explanation

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