RASCIRetailSalesAssociateQuestionBank PDF

A B C D E F G H I
1 THEORY MCQs
2 Sr. No. NOS Code NOS Name Level Question Option 1 Option 2 Option 3 Option 4
Immediately make full Defer payment against Make payments in easy

To process credit applications for Rajeev wants to buy a fridge but is unable to make the full Make payments at their
1 RAS / N0114 Easy payment additional purchases instalments
purchases payment at one time. The credit facility will help him to______ convenience
3
To process credit applications for A customer's credit worthiness is decided on the basis of
2 RAS / N0114 Easy financial credit bank purchase
purchases customer's financial capacity and past _________ history.
4
Match the documents with the
The Manager has asked you to receive the stocks of your Don't waste your time
Ask housekeeping to bring the stock received to ensure that Ask you Manager to count the
3 RAS / N0120 To help keep the store secure Easy section. How will you ensure inventory shrinkage doesn’t happen checking documents, just keep
stocks correct and accurate stock is stock before you receive it.
? an eye on the stocks
5 received
Identify this equipment used for

security measures.
4 RAS / N0120 To help keep the store secure Easy Metal Detector Alarm Sensors Barcode Scanner Closed Circuit Television
To help maintain healthy and

5 RAS / N0122 Easy What should you use while lifting and transporting heavy object? Trolley Metal Stairs Plastic Bags Big Bags
safety
7
To help maintain healthy and Identify the purpose for which

6 RAS / N0122 Easy this equipment is used. Sales Cash Security Visual
safety
8
Match the features and Present benefits with demo While demonstrating ask
To demonstrate products to While product demonstration, what should be done to show and Provide product brochures with
7 RAS / N0125 Difficult benefits with some real life and ask customers to confirm customer to take feedback from
customers convince customer the utility for the product ? pictures of how it can be used
utility examples from other staff other customers
9
It means make customer It means making customer It means understanding

To help customers choose right It means agreeing with customer
8 RAS / N0126 Moderate What does it mean to empathise with the customer ? understand that we have to agree to your each and every customer's feelings, situations
products on his each and every point
adhere to our policies point and emotions.
10
b. Builds customer trust and c. Makes customer change d. Creates a positive customer
a. Help closing sale positively
respect their mind experience
11 To help customers choose right What is the importance of product knowledge in customer
9 RAS / N0126 Moderate
products service and sales ?
a, b, c a, b, d b, c, d a, c, d
12
To provide specialist support to Which of the following skill should a Sales associate specialize Both Product as well as
10 RAS / N0127 Moderate Product Knowledge Technical Knowledge Only General Knowledge
customers facilitating purchases in, to give a Smartphone features demonstration? Technical knowledge
13
To provide specialist support to Which of the following information gives a clear picture about the
11 RAS / N0127 Moderate Warranty Period Mode of Payment available Product Features & Benefits Product Options available
customers facilitating purchases after sales service of a product ?
14
A B C D E F G H I
To maximise sales of goods & Selling a Bluetooth device with a smartphone, is an example of
12 RAS / N0128 Moderate Suggestive Selling Add - on Selling Down Selling Up - Selling
services ______________ technique.
15
Which of the following is designed to be used as a short term

To maximise sales of goods &
13 RAS / N0128 Moderate way of boosting sales and convincing a potential customer to buy Display promotion Staff promotion Advertisement promotion Sales promotion
services
a product ?
16
To provide personalised sales & To give loyal customer a delightful experience, which of the past personal history , bank past bank history, spouse past purchase history, past spouse history, purchase
14 RAS / N0129 Easy
post-sales service support following is essential for a sales associate to know ? details details personal details details
17
To provide personalised sales & For providing after-sales service, with whom the sales associate The technical or installation The Marketing & Promotion
15 RAS / N0129 Difficult The customer service team The sales & operations team
post-sales service support should share the customer details ? team Team
18
To create a positive image of self

A positive brand image gives confidence to the customer that the
16 RAS / N0130 & organisation in the customers Moderate loyal, market premium, vision focused, marketing sincere, vision
brand is _______ and is clear in its ________.
mind
19
a. Customer Purchase b. Customer Engagement c. Customer Experience d. Customer Retention

20 What are the benefits of providing personalized customer service
17 RAS / N0130 & organisation in the customers Moderate
?
mind
a, c, d b, c, d a, b, d a, c, d
21
b. Follow-up and thank c. Listen to your customer d. Empathize and apologize for
a. Offer and execute a solution
customer complaint the situation
22 Arrange the following according to steps taken to resolve
18 RAS / N0132 To resolve customer concerns Moderate
customer concerns ?
a, b, c, d c, d, a, b d, b, c, a b, c, a, d
23
a. Opportunity to target b. Best way to measure c. Give insights to improve d. Helps to improve customer
potential customers customer satisfaction customer experience retention
24
19 RAS / N0132 To resolve customer concerns Moderate Why is customer feedback important ?
a, c, d a, b, d b, c, d a, b, c
25
c. Get back to the first

b. Ask permission from the first d. Restate where they were in
a. Greet the other customer customer quickly and thank
customer the sale
them for waiting
26 To organise the delivery of reliable Arrange the following as per steps to be taken to attend 2
20 RAS / N0133 Difficult
service customers at the same time ?
b, a, c, d a, b, c, d b, c, a, d d, a, c, b
27
A B C D E F G H I
What is the correct way for the sales associate to explain

21 RAS / N0134 To improve customer relationship Easy customer, the reason why he/she is not able to resolve a Negatively, Rudely Straight, Unclear Neutral, Ignorant positively, sensitively
customer issue due to store policies?
28
How many options should be provided to customer, to ensure he

22 RAS / N0134 To improve customer relationship Easy single multiple zero Strictly 2 and not more than that
can choose and be satisfied with the resolution ?
29
Handing over shopping bag to Escorting customer to the cash Arguing with customer for Offering chair to an elderly
23 RAS / N0134 To improve customer relationship Easy Pick the odd one out.
customer counter exchange customer to sit
30
Smiling and apologising to Assist them in time of

24 RAS / N0134 To improve customer relationship Easy Which of the following should a sales associate avoid ? Delaying in giving resolution Inform them about store policies
customer confusion
31
To build a customer's trust and respect, it is very essential that

Store policies, customer customer income, stock Marketing promotion, security
25 RAS / N0134 To improve customer relationship Easy the sales associate should be aware about _______________, discounts & offers, store layout
preferences inventory measures
product & services, and ___________.
32
To monitor and solve service How should the sales associate respond to customer's concerns
26 RAS / N0135 Easy moderately positively negatively ignorantly
concerns and problems ?
33
To monitor and solve service With whom should a sales associate share his suggestions, if he
27 RAS / N0135 Easy Someone who has personality Someone who has confidence Someone who has authority Someone who has knowledge
concerns wants to bring any change in the organisational procedure?
34
To promote continuous Which of the following is important, to ensure the service

28 RAS / N0136 Easy employee retention employee instructions employee incentive employee training
improvement in service changes planned, gets implemented in the right way ?
35
A continuous improvement approach of employee, leads to

To promote continuous
29 RAS / N0136 Easy benefits like increased productivity, improved quality, and behaviour communication satisfaction attrition
improvement in service
improved employee _________
36
What should a sales associate do, in case if he has any doubt leave task aside and continue ask your colleagues to give complete task based on your ask for clarification from
30 RAS / N0137 To work effectively in your team Easy
pertaining to the task assigned by the manager ? with other work suggestions understanding Manager
37
How planning and organising daily work schedule can effect you
31 RAS / N0137 To work effectively in your team Easy better individual incentive better job understanding better job performance better salary increment
in your work ?
38
To work effectively in your What should a sales associate do if he finds that a colleague is
32 RAS / N0138 Easy blame the colleague guide the colleague avoid the colleague discourage the colleague
organisation struggling to adjust in the team ?
39
To work effectively in your What should the sales associate ask from the supervisor, to
33 RAS / N0138 Easy timely feedback job assistance Salary increase job appreciation
organisation improve his performance ?
40
A B C D E F G H I
To work effectively in your To work effectively in an organisation, why colleagues should

34 RAS / N0138 Easy To learn and understand work To insult other groups To obey you To bully others
organisation help each other ?
41
To process credit applications for A customer has approached sales associate asking for credit Ask customer for bank Explain features and conditions
35 RAS / N0114 Easy Ask customer for documents Check customer credit limit
purchases facility. What should be the first step of the sales associate ? statement of the credit facility
42
To co-ordinate with senior for

To process credit applications for What is the importance of verbal skills for sales associate while To initiate casual conversation To communicate terms and To approach colleagues asking
36 RAS / N0114 Easy any issue related to credit
purchases handling credit facility process ? with the customer conditions clearly to customer for help on credit facility
facility
43
Which of the following personnel patrols the store in order to

37 RAS / N0120 To help keep the store secure Easy prevent shoplifting and catching customer in the process of Customer Care Team Inventory Management Team Loss Prevention Team Cash Management Team
shoplifting ?
44
38 RAS / N0120 To help keep the store secure Easy Identify the type of security tag ? Hard Tags Clothes Tags Soft Tags Loop Tags
45
To help maintain healthy and Identify this sign

39 RAS / N0122 Easy Plus Sign First Aid Sign Emergency Aid Sign Cross Sign
safety related to health
46 and safety?
Identify this
To help maintain healthy and emergency symbol In case of fire, Do not use
40 RAS / N0122 Easy Emergency Exit In case of fire, Use Lift In case of fire, Use Stairs
safety used in evacuation stairs
47 plan?
a. Thorough product b. Setting the demo area c. Knowing product terms and d. Gaining knowledge about
knowledge and working ahead of demonstration conditions product packing
48 To demonstrate products to What points should you keep in mind while preparing for Product
customers demonstration?
b, c, d a, c, d a, b, d a, b, c
49
When customer budget does

To help customers choose right When does the customer gets convinced to purchase a product When customer requirement When customer expectation When customer's utility of
42 RAS / N0126 Moderate not match with the product
products or service ? matches with product benefits matches with the product look product matches with features
pricing
50
a. Avoid customer and walk b. Let customer share all his c. Listen customer d. Try to solve the problem or get
out from there concerns empathetically help
51 To help customers choose right What points to be considered while handling an angry customer
products ?
a, c, d a, b, d b, c, d a, b, c
52
By providing satisfactory
To provide specialist support to By forcing customer to By offering discounts from his
44 RAS / N0127 Moderate How can an executive facilitate customer's Purchase ? resolution to all his doubts
customers facilitating purchases purchase own side By meeting the customer in
and queries .
53 person
A B C D E F G H I
To provide specialist support to What kind of skill it is to be able to convince and sell to the most
45 RAS / N0127 Moderate Product Skills Selling Skills Technical Skills Service Skills
customers facilitating purchases difficult customer ?
54
Ignoring customer concerns

To maximise sales of goods & Which of the following can create a negative image of the store . Listening to the customer Assuring customer to help and Take feedback about customer
46 RAS / N0128 Moderate and only explaining store
services in front of customer ? patiently and effectively resolve issue experience
policies
55
To maximise sales of goods &

47 RAS / N0128 Moderate Selective Selling Upselling Online Selling Under Selling
services Which out of these will help maximise sales of goods and
56 services at your store ?
To provide personalised sales & What happens if the customer gets personalized shopping They become interested
48 RAS / N0129 Easy They become repeat buyers They become irate customers They become complex buyers
post-sales service support experience ? customers
57
To provide personalised sales & Customers are willing to buy from retailers that use their names,
49 RAS / N0129 Difficult details, profession information, financial capacity preferences, purchases recommendations, preferences
post-sales service support provide personal ___________, and know their ___________.
58
c. Listening effectively and d. Taking a feedback from

a. Remembering and referring b. Asking several irrelevant
empathetically to customer customer about previous or
customer by his / her name questions to the customer.
To create a positive image of self Which of the following are the 3 basic essential points, a sales requirements and concerns current purchase
59
50 RAS / N0130 & organisation in the customers Moderate associate can use to make the customer's experience delightful
mind ?
b, c, d a, b, d a, c, d a, b, c
60

How can the sales associate identify that the customer is He smiles and appreciates He shares positive feedback He is accompanied by friends He starts explaining his problem
dissatisfied ? your service about you and the store and family in detail
mind
61
a. Online on the website b. Visiting or Calling store c. Through feedback box d. At competitor store
62 Which of the following are ways in which a customer can register

/ share his concern ?
a, b, c b, c, d a, c, d a, b, d
63
a. Poor Customer Service a. Bad Customer Service a. Good Return / Exchange a. Poor Merchandise Display
b. Low quality products & b. Timely issue resolution policies b. Unavailability of stock
Which of the following are the basic reasons for customers to
53 RAS / N0132 To resolve customer concerns Moderate services c. Good quality product & positive Store environment c. Alteration timelines d. Poor
complain ?
c. Not keeping up commitment service c. Good Marketing promotions credit policies e.
64 d. Rude or avoidance d. Bad promotions & offers and discounts Unavailability of exclusive offers
a. Find most highlighted

b. Ignore in case you feel its c. Find out customer d. Make changes in process,
problem that can affect
not important expectations product or service
business
65 To organise the delivery of reliable How to use customer feedback to improve service and business
service ?
a, b, c a, b, d a, c, d b, c, d
66
A B C D E F G H I
What are the traits that customers look for in a sales associate
55 RAS / N0134 To improve customer relationship Easy avoiding, stubborn responsive, creative rude, effective clear, unhelpful
while seeking help to resolve issues ?
67
56 RAS / N0134 To improve customer relationship Easy Communicate to the customer

What will you do if you are unable to deliver a customer some and assure/inform him the Avoid communicating with the Ask a colleague to handle the
68 service on time due to a backend/internal constraint ? new timeline customer Make False promises customer
Which out of these is an example of exceeding customer's Arranging out of stock product
57 RAS / N0134 To improve customer relationship Easy Being courteous and polite
expectations ? specially for the customer
69 Resolving customer query Demonstrating Product
More customer feedbacks, drives __________, lower decrease sales, customer loyalty, higher sales, increased walk-ins, customer
58 RAS / N0134 To improve customer relationship Easy
_____________ . product sales store walk-ins product returns conversion
70
To build effective relationship with customers, it is essential to

59 RAS / N0134 To improve customer relationship Easy communicate ____________, exceed ___________, ask for slowly, timelines effectively, expectations rudely, service standards continuously, limitations
feedback, and show appreciation.
71
To monitor and solve service

60 RAS / N0135 Easy
concerns What will you do if you are unable to solve customer problem
72 within your authority ? Escalate to a senior Refuse the customer Make False commitments Ignore the customer
To monitor and solve service What should you do to ensure that the changes made in store
61 RAS / N0135 Easy Ask for customer decision Ask for customer voting Ask for customer intervention Ask for customer feedback
concerns policy or procedures have a positive implication on customers ?
73
Employees, especially the floor staff who directly interacts with

62 RAS / N0136 Easy customers, play a very important role in the _____________ of implementation decision planning execution
changes in services / policies.
74
Which of the following is essential, in order to identify

To promote continuous promote the changes and wait execute the changes and wait monitor the changes and observe and analyse the reaction
63 RAS / N0136 Easy opportunities for further improvements in the store policy /
improvement in service for customer appreciation for response make judgements to changes
procedure changes ?
75
Having proper guidelines for Appreciating person for work Strict rules regarding work Criticising a person constantly in
Which of the following can be identified as bullying at your workplace behaviour done timings front of others
76 workplace.
To plan and organise your work, it is important to take

65 RAS / N0137 To work effectively in your team Easy ___________ and clarity from your supervisor for the work to be opinion priorities instructions workload
done.
77
To work effectively in your To work as a team, which of the following should team members
66 RAS / N0138 Easy Being Helpful Being Insulting Being Respectful Being Polite
organisation avoid ?
78
To work effectively in your What kind of feedback colleagues should provide each other ,to
67 RAS / N0138 Easy complimenting critical negative constructive
organisation help improve each others performance?
79
A B C D E F G H I
While explaining details about the task, in which way the

To work effectively in your
68 RAS / N0138 Easy instructions should be given, so that there is clarity among team clear and logical complex and unclear unorganised and confused illogical and negative
organisation
members ?
80
To process credit applications for Which of the following can be a reason to decline credit facility to Customer having a bad past Customer has been regular Customer has a good bank Customer already has a credit
69 RAS / N0114 Easy
purchases a customer ? credit history with payments balance facility
81
To process credit applications for What is the importance of explaining customer about the terms Customer should get aware Customer can make decision The sales associate can get The sales associate can move
70 RAS / N0114 Easy
purchases and conditions of the credit facility ? about the risk involved based on details relieved of his role with the process
82
71 RAS / N0120 To help keep the store secure Easy What is the full form of EAS in store security ? Easy Article System Electronic Article System Electronic Article Surveillance Easy Article Surveillance
83
Someone who steals Someone who enters the back
A person who steals A person who steals goods from
merchandise from the display office of the store posing as
72 RAS / N0120 To help keep the store secure Easy Who is a Shoplifter ? merchandise from the stock displays of a retail store and
of the store and pose as a staff and steals cash from
room posing as a customer pose as a customer
84 staff there
Which of the following procedures are important for employees

To help maintain healthy and
73 RAS / N0122 Easy to know, to protect lives and property during emergency at stock outward evacuation plan stock inward Demo Process
safety
workplace ?
85
A security measure to A security measure to prevent

To help maintain healthy and To make it easy for cashier to To support sales associate to
74 RAS / N0122 Easy Why it is important to attach security tags to merchandise ? encourage theft of theft of merchandise and
safety bill the merchandise or product sell the merchandise or product
merchandise and product product
86
b. Makes it easier for customer c. Makes the product

a. Make easier for the d. Makes it easier for customer
to compare products and understanding, features and
associate to sell the product to find the right product
decide benefits clear
87 To demonstrate products to
75 RAS / N0125 Difficult What are the benefits of product demonstration ?
customers
b, c, d a, b, c a, c, d a, b, d
88
Which of the following is most important point to be kept in mind

To help customers choose right Ask customer the mode of Ask customer to take time and Ask customer to check the Let customer get experience by
76 RAS / N0126 Moderate before closing the pitch, so that the customer can make a
products payment he will pay make decision price online using the product
decision ?
89
To help customers choose right

products Which out of these must be communicated or done to create the
90 interest of the customer in the product ? Explain Features and Benefits Explain features only Discuss price only Show a Demo Only
When the sales associate
When can the knowledge of an entire sales process create a When the sales associate When sales associate is aware When sales associate is willing
To provide specialist support to doesn’t give customer enough
78 RAS / N0127 Moderate lasting impression on customer's mind by helping them in pressurizes the customer to about documentation and to offer extra discounts to
customers facilitating purchases time to decide and make
purchase completion ? purchase by creating urgency process involved to close sale customer from his end
91 purchase
a. By gaining and applying b. By improving customer c. By attending trainings of d. By making less efforts
product knowledge service and technical skills different skills towards approaching customer
92 To provide specialist support to
79 RAS / N0127 Moderate How a sales associate can create his own specialization ?
A B C D E F G H I
79 RAS / N0127 Moderate How a sales associate can create his own specialization ?
customers facilitating purchases
a, b, c b, c, d a, b, d a, c, d
93
a. Give customer the space he b. Give product details while c. Approach and offer help to d. Inform customer that you are
wants he is looking at a product customer there to help
94 To maximise sales of goods & What can you do to engage a customer who conveyed that he is
services 'just browsing' ?
a, c, d b, c, d a, b, c a, b, d
95
a. Ask customer to pay b. Ensure to maintain eye c. In between, ask customer if d. Use real life examples to
attention contact with customer he has any doubt create interest
96 To maximise sales of goods & How can you keep a customer engaged during product
services demonstration ?
a, b, d a, c, d b, c, d a, b, c
97
To provide personalised sales &

82 RAS / N0129 Easy
post-sales service support How will you encourage the client to tell you about their buying By probing into his financial
98 needs and preferences ? By asking relevant Questions By asking personal questions By communicating less details
When the sales associate is aware about the customer's
To provide personalised sales & preferences and past buying history, it becomes easier to
83 RAS / N0129 Difficult Up-selling and Cross-Selling Offers and promotions merchandise and offers promotions and services
post-sales service support increase store sales by recommending ___________ and
99 ___________.
a. Walks around the store b. Change their mind and find c. Check the price tags of d. Explains exactly what they are
directionless it difficult to decide each product looking for
100
84 RAS / N0130 & organisation in the customers Moderate What are the visual signs of a confused customer ?
mind
a, c, d b, c, d a, b, d a, b, c
101
a. By providing them with a b. By recommending them c. By asking them to share

d. By offering them good deals
personalized chat window to products based on their past their personal and
on special occasions
To create a positive image of self clear their doubts purchases professional details
102 How can an online shopping website create personalized
shopping experience for customers buying online ?
mind
a, b, d a, b, c b, c, d a, c, d
103
Ask colleagues to give Ask customer to think about Offering customer 2 to 3 Telling customer that the
While resolving customer issue, which of the following you can
86 RAS / N0132 To resolve customer concerns Moderate suggestions on resolving options which he feels can options of resolution and let resolution which will be provided,
follow to ensure customer satisfaction ?
customer issue and choose resolve the issue him decide will be final
104
What should the retail associate do, if he is not able to resolve a Ask colleague to handle the Avoid the customer and move Take help from senior to Ask customer to come later for a
customer issue ? customer from there handle customer resolution
105
A B C D E F G H I
Let customer come to you and Inform customer about the Keep a feedback drop box in Wait and observe if there
To organise the delivery of reliable How will you analyse whether the action taken on customer
88 RAS / N0133 Difficult give a feedback on the changes done and ask for which the customers can happens to be any change in
service feedback is effective or not ?
changes made feedback provide feedback. business
106
89 RAS / N0134 To improve customer relationship Easy Which of the following is the key to long term sales success ? Customer churn Customer Complaint Customer Dissatisfaction Customer Loyalty
107
Which of the following is the best way to gain Customer Loyalty Consistently meeting and
? exceeding customer
108 Selling at cheap prices Customer Feedback Criticizing Competition expectations
What kind of solutions do customers look for, to solve problems

91 RAS / N0134 To improve customer relationship Easy innovative Expensive complicated temporary
?
109
Building and improving relationships with customers can benefits increasing expenses, customer loyalty, increase in walk - ins, increase in revenue, low
the store business by ___________ and ______________. decreasing walk - ins word-of-mouth marketing. increase in exchanges customer loyalty
110
Which of the following is the most important aspect of

93 RAS / N0134 To improve customer relationship Easy Creating Urgency Creating Disinterest Creating Value Raising discounts
negotiating with customer, while selling a product or service ?
111
When the customers are raising service concerns it is better that

94 RAS / N0135 Easy the sales associate should listen ___________, instead of carefully, defensive angrily, comfortable violently, patient jokingly, concerned
concerns
getting __________
112
To monitor and solve service Which of the following is mandatory to be followed, while solving
95 RAS / N0135 Easy Own guidelines Store procedures Competitors guidelines General guidelines
concerns any service related concerns ?
113
To promote continuous Why is it important for sales associate to evaluate the changes to take the credit for the to identify any further to learn how to make changes To get appreciation from the
96 RAS / N0136 Easy
improvement in service made in store ? implementation improvements required in store floor manager
114
Before presenting suggestion for bringing changes in a service /

To promote continuous Other alternatives of the Only Disadvantages of the Only Advantages of the Advantages & Disadvantages of
97 RAS / N0136 Easy procedure, which of the following things should the sales
improvement in service required changes required changes required changes required changes
associate consider ?
115
98 RAS / N0137 To work effectively in your team Easy Which of the following leads to a good team work ? Defined Goals Undefined roles in team Poor Communication General conflict
116
99 RAS / N0137 To work effectively in your team Easy Communicate the same him
What will you do if you are unable to provide the help you and check if any alternative Ask him to seek help Make false Commitments to
117 promised to your colleague ? help is possible elsewhere Escalate to the Senior impress him
To work effectively in your Which of these activities would be considered a waste of time
100 RAS / N0138 Easy Discussing about targets Discussing about work policy Discussing about product Discussing about movies
organisation during work hours?
118
A B C D E F G H I
To work effectively in your Which of the following helps in building trust among team
101 RAS / N0138 Easy
organisation members ?
119 Supporting them Competing with them Complaining about them Discouraging them
To work effectively in your While assigning task to team members, how should the sales
102 RAS / N0138 Easy partially fairly favourably untimely
organisation associate distribute work ?
120
121 VIVA MCQS
As a sales associate you have assisted a customer to apply for

To process credit applications for Keep the application into Contact your senior and ask Ask a colleague to resolve the Tell customer that its not
1 RAS / N0114 Easy credit facility, but you are facing problem in processing the
purchases pending cases for help issue possible
application. What should you do in this situation ?
123
A customer wants to buy a washing machine on credit facility.
Explain the terms and Tell the customer that he does
To process credit applications for While checking his bank balance and financial ability, it seems Tell the customer to come later Ask your colleague to handle the
2 RAS / N0114 Easy conditions related to the not have enough money to
purchases that the customer is not eligible. What should the sales associate and meantime you will check customer and you leave
eligibility criteria buy
124 do in such situation ?
You observe that there is a customer who is roaming in store

Ask security to throw that Keep a watch on person and Ask security to keep a watch Follow the person throughout the
3 RAS / N0120 To help keep the store secure Easy and was caught shoplifting in past. What will you do in such
person out of store inform Manager on the person store
situation ?
125
Its peak time, and suddenly the power supply goes out. It will Keep a very close watch on
Go out of store to see what Warn customers to stand Walk out of the store till power
4 RAS / N0120 To help keep the store secure Easy take sometime for the power backup to function. What should the movement of people near
has happened wherever they are comes back
you do in such situation ? your section
126
There is electric short circuit happened in store. As a sales

To help maintain healthy and Inform Store Manager and Switch on all the lights of the Immediately leave the store Ask the security to shut all the
5 RAS / N0122 Easy associate you don’t have any authority to take any action. What
safety alert the security store and run doors
will you do in such situation ?
127
Aim the nozzle towards the fire Aim the nozzle at the top of the Aim the nozzle at the bottom of
To help maintain healthy and Lift the nozzle up in the air
6 RAS / N0122 Easy How to use the fire extinguisher nozzle to put out the fire ? and sweep it from top to fire and keep it focused on one fire and sweep it from side to
safety and sweep it from side to side
bottom point side
128
You had prepared yourself for the demonstration, however the Tell customer that you are not Give customer any answer Apologize to customer and
To demonstrate products to Avoid customer query and move
7 RAS / N0125 Difficult customer raised a query for which you were not aware of. What aware about it and continue which you feel can satisfy his ask colleague or senior to
customers forward with your demonstration
should you do in such situation ? with demo query help
129
You observe that a customer is reading the product manual and

To help customers choose right Approach customer and start Approach customer and offer Go and stand beside him and See if customer looks at product
8 RAS / N0126 Moderate description and also seems to be looking around for someone.
products pitching for product him assistance wait for him to ask and then approach
What should you do in such situation ?
130
Explain the customer about
A customer has decided to buy a Split AC after considering the Collect documents from the Explain the customer about the Explain the customer the credit
To help customers choose right post sales service and help
9 RAS / N0126 Moderate features and benefits as well as the payment options. What is customer and direct them to other products available in options and about post sale
products him to complete the billing and
the last step you will perform to close the sale ? cash counter store service
131 payment
A new product has been launched and has come to store. As its
Read through the product
To provide specialist support to peak season, the product training has not been scheduled. How Just discuss with your Read through the manual and Wait till the organization
10 RAS / N0127 Moderate manual and take help from
customers facilitating purchases will you keep yourself updated with the product without the colleagues try your hand on the product schedules a product training
senior
132 training?
A B C D E F G H I
Explain about the ingredients

To provide specialist support to While selling a premium cosmetic soap, how will you show Giving False statement about Giving customer the product Use testimonials of customer to
11 RAS / N0127 Moderate and its benefits to the
customers facilitating purchases customer its value ? a celebrity using this product brochure show value
customers
133
To maximise sales of goods & Customer has finalised on the smartphone he wants to By showing him other By pitching him to become a By showing him other mobile By giving him discount / offer
services purchase. How will you use this opportunity to increase sales ? smartphone options loyal member accessories coupons
134
A customer is looking for an LED under a specific budget. There Persuade the customer by Force him to buy Home Show him how he can get the
To maximise sales of goods & Tell customer to buy Home
13 RAS / N0128 Moderate are festive offers going on Home Theatre. How will you convince suggesting him additional Theatre as it’s a limited time home theatre at best price with
services Theatre and let him decide
the customer to buy Home Theatre ? discounts offer all the features & benefits
135
Tell customer that it is not Arrange to check on the Ask customer to come later
To provide personalised sales & A customer has come with a complaint that he is not getting any Tell customer to check with
14 RAS / N0129 Easy possible for you to check the system and update the and resolve the issue at
post-sales service support updates regarding his accumulated points. What will you do ? network operator
points customer customer service desk
136
A customer has bought a refrigerator and needs a post sales Apologize to customer, Apologize to customer, Apologize to customer, Apologize the customer,
To provide personalised sales & installation. The same day you come to know that due to some explaining him the problem explaining him the reason and explaining him the reason and explaining him the reason, and
post-sales service support internal issues, the technical team will not be working for few and assuring him you will take suggest he can get it done telling him nothing can be asking him if he wants he can
137 days. How will you handle this situation ? it on priority from outside done wait
Ask customer to browse new

Greet and welcome customer Check his previous purchase Take a feedback for products
collection and you will assist
referring him by his name to get an idea of his taste purchased on his last visit
To create a positive image of self A customer has entered the store, whom the sales associate has him later
138
16 RAS / N0130 & organisation in the customers Moderate serviced last time. How will you provide personalized service to
mind the customer by using basic guidelines ?
a, b, d b, c, d a, b, c a, c, d
139
To create a positive image of self You see that a family has entered the store and is accompanied
Let other team member assist Wait for the customer to ask Offer the lady a chair to sit Avoid as other team member is
17 RAS / N0130 & organisation in the customers Moderate by an elderly lady who is finding it difficult to stand for long. What
them and offer for a chair and ask for water attending them
mind will you do ?
140
Customer has bought a packaged fruit juice and while billing the
product he finds that it is expired. He checks and finds that most Apologize to customer and get Apologize to the customer Apologize to customer and Get the stock removed and offer
18 RAS / N0132 To resolve customer concerns Moderate of the items of the product are near to expiry. Customer is the product replaced and take while getting stock removed explain him that it has customer discount on his
agitated and questioning the quality standards of the store. How help from manager if required and leave him alone happened by mistake purchase
141 will you handle this customer ?
Persuade the customer to buy Stand quietly and give Match the benefits of each
A customer seems to be confused on deciding on which option Ask customer to come later
19 RAS / N0132 To resolve customer concerns Moderate the product that gives you customer enough time to product with customer
to buy. How will you help the customer to make a decision? once he makes his decision
higher returns decide requirements
142
Ask customers to move aside Manage queue at cash counter Take an opportunity to Take a manual bill book and
You find that during peak hours customer walk-ins increase, due
To organise the delivery of reliable and wait for their turn as its ensuring only the customer approach customers with start doing manual billing for
20 RAS / N0133 Difficult to which it becomes difficult to manage queue on the cash
service getting crowded at the cash who wants to bill is present in merchandise and pitch for add customer having less than 3
counter. How can you reduce the rush at billing counters?
143 counter queue on sales items
Its closing time and a customer has come requesting that he Tell customer to come in
Welcome customer in store Allow customer to enter store Let customer enter store and
21 RAS / N0134 To improve customer relationship Easy wants to buy a shirt as he has a conference next day morning. morning as the store has
and assist him to buy shirt but tell him to hurry up follow him while he is in store
What will you do in such situation ? closed
144
A customer is fond of the T-Shirts collection, and keeps visiting As the customer keeps Keep one piece of his size from
Don’t display the stock, till the Call the customer and invite
22 RAS / N0134 To improve customer relationship Easy store weekly to check for new options. The store has received visiting, wait for the customer each option aside for the
time the customer doesn’t visit him informing about new stock
new T-Shirt collection. What will you do ? to visit customer
145
A B C D E F G H I
A home delivery went wrong, as the delivery person is not able
Ask delivery person to come
to find the address and contact number given by customer is not Scold the sales associate and Ask the delivery person to
back and reschedule the Ask the delivery man to come
23 RAS / N0134 To improve customer relationship Easy reachable. This happened because the sales associate made inform the Manager about the come back and wait for
delivery with correct customer back and cancel the order
mistake while writing the number. How will you handle the mistake customer to call
146 details
situation ?
You are attending to a foreign customer but not able to Ignore the customer and ask Try to persuade customer to Let customer browse and Use non-verbal communication
understand his language. What will you do in such situation ? a colleague to take over buy whatever you show make fun with colleagues to connect
147
Your shift time is over and you are leaving shop floor. A Walk past the customer Tell customer that your shift Escort customer to the
Tell customer that your shift is
25 RAS / N0134 To improve customer relationship Easy customer approaches you asking for a particular product. What without responding as you are time is over and ask colleague product section and ask
over, ignore him and walk away
will you do in such situation ? off duty to assist him colleague to assist him
148
You resolved a customer issue. After the customer left, you find Call customer to apologize Call the customer and show your
To monitor and solve service Tear the page of the negative Curse the customer for writing
26 RAS / N0135 Easy that he has given negative feedback about the way you handled and find out reason for the displeasure at the negative
concerns feedback and throw it a negative feedback
his issue. What should be your action ? feedback feedback.
149
An angry customer has called on store landline and is shouting

To monitor and solve service Tell customer to wait and Put the call on hold and Tell customer to stop shouting Apologize to customer and take
27 RAS / N0135 Easy on phone, as nobody has turned at his place to install the LED
concerns disconnect the call handover it to colleague so that you can help the details
which he had bought. How will you handle the customer ?
150
To promote continuous You have got a great idea for service improvement. What will Discuss the idea with the Share it with colleagues and Start implementing it Don’t share with anyone till
28 RAS / N0136 Easy
improvement in service you do ? Manager implement immediately someone asks
151
The store has just completed with renovation. Customers are Ask the security to keep Share this feedback with Ignore the feedback as with Ask each colleague to stand at
29 RAS / N0136 Easy sharing concern with you that they are finding it difficult to find guiding each customer about Manager and suggest for Store time the customers will get entrance and take customers to
different sections. What will you do ? the store layout Directory comfortable sections
152
You are getting delayed in completing the task assigned to you. Approach a colleague and ask Leave the task in-between and Ask your colleague to help Let the delay happen and
What will you do in this situation ? for help go and leave complete the task
153
You have just come from a product training for which you were Boost about your knowledge Tell them whenever they need Share the knowledge with the Share how you enjoyed the
nominated. How will you help team with the learning ? but ignore sharing with them help they can come to you team and give a presentation training with other staff members
154
To work effectively in your The Manager had given a task to a colleague, which is getting Blame colleague for the Wait for colleague to come to Let him complete the task on You along with other team
32 RAS / N0138 Easy
organisation delayed. What will you do ? delaying the task you for help his own members help him
155
Ignore as the customer is Leave your work and

To work effectively in your One of your colleague is talking on phone while a customer is Tell your colleague to Approach the customer for help
33 RAS / N0138 Easy waiting for your colleague to approach manager to
organisation standing besides him. What should you do ? disconnect and help customer and talk to your colleague later
finish his call complain
156
The Manager has assigned your colleague a task, but your Gather your colleagues and
To work effectively in your Tell him to complete the task Encourage him to talk to the Ignore him and let him handle
34 RAS / N0138 Easy colleague has some doubts regarding the same. He has shared discuss suggestions on his
organisation according to his understanding Manager and clear his doubts this situation himself
this concern with you. How will you assist him? doubts
157
Customer is not getting convinced and is carrying doubts about Tell customer that you have Take help from your colleague Ask the customer to come Take the help of your senior to
To process credit applications for
35 RAS / N0114 Easy the credit facility. The sales associate has tried best to explain. tried your best to convince and to convince and clear later to meet and you will clear convince the customer and clear
purchases
What should the sales associate do in such situation ? now he should decide customer doubts all his doubts his doubts
158
A B C D E F G H I
To process credit applications for You are taking a document for processing and find that certain Fill the details yourself and Call the customer asking for Don’t submit form and wait for Submit the form as it is and see
36 RAS / N0114 Easy
purchases fields in the form are left blank. What will you do ? submit for processing details and fill the form customer to come if it gets processed
159
Check carton and packing Ask and confirm from security Ask and confirm from the Thinking that it must have been
The housekeeping is removing the cartons and packing from
37 RAS / N0120 To help keep the store secure Easy material properly for product or personnel if he has checked it housekeeping if he has checked let him remove the
your section. How will you avoid pilferage?
store asset or not checked it or not material
160
You come to know that one of your colleague has taken a female
Ignore him as it is not related Inform Manager about the Warn colleague that you will
38 RAS / N0120 To help keep the store secure Easy customer's number and is calling her. How will you handle this Get along with him to have fun
to you colleague complain
situation ?
161
A customer comes to you agitated on a product defect. He is not

To help maintain healthy and Get into the scuffle and hit the Call the security personnel and Call the police and get him Try to calm him down and call
39 RAS / N0122 Easy ready to listen and tries to hit you. What will you do in such
safety customer throw him out arrested manager
situation ?
162
A new housekeeping personnel has joined and he is manually Ask the housekeeping to use a Give a hand to the Call housekeeping supervisor
To help maintain healthy and Ignore him as the housekeeping
40 RAS / N0122 Easy transferring parts of new mannequins to the stock room. What trolley to avoid damage to housekeeping helping him and tell him to train
safety knows what he is doing
will you do ? mannequin transfer the mannequin housekeeping staff
163
You are giving a demonstration of washing machine to a couple.
Ask customer to pay attention Stop the demonstration and Maintain eye contact and use Continue with your
To demonstrate products to You find that the husband is distracted and is looking other
41 RAS / N0125 Difficult to the demonstration as you tell customer to get free and real life scenarios to keep demonstration, ignoring the
customers products. How will you ensure to keep the customer engaged in
will not repeat then will start them interested customer and ask for doubts
164 demonstration ?
A customer has come with a blazer and is looking for a co- Show him shirts based on his Ignore the customer and let Leave customer to browse and
To help customers choose right Tell customer that this is all
42 RAS / N0126 Moderate ordinating shirt The customer is not liking anything from the requirement and suggest for him think if he wants to buy or ask him to call you if he needs
products the range that you can offer
collection. How will you convince the customer? trial not help
165
A female customer who belongs to a NGO visits regularly during
To help customers choose right festive season for purchasing small gifts for the NGO kids. You Ensure to inform customer Enter customer details in As the customer comes Keep the stock aside for the
products have attended this customer few times. How will you help the during festive season customer data always no need to inform customer
166 customer to get right products at the right time?
A customer is looking for a particular smartphone model which Present him with your Show him both the models
Show him the model he is Present the features, benefits
someone has recommended him based on his requirement. suggested model explaining telling him to go through the
To provide specialist support to looking while presenting the and advantages with sample
44 RAS / N0127 Moderate While asking him about his expectations, the sales associate him the features, benefits and product description and
customers facilitating purchases features, benefits advantages piece of both the models
realizes that there is a better option. How should you use you advantages mapping with his handover him the sample
167 and let him decide mapping with his requirement
expertise to convince customer for the other model ? requirement piece to decide
An old couple has come to buy a smartphone as gift to their Ask your colleagues to handle Handover the product Use features of their normal Ignore their repeated queries
To provide specialist support to grandson. As they are not tech savvy, they are finding it difficult them and move aside to brochures to them and ask phone to explain the and persuade them to buy
customers facilitating purchases to understand the technical features of the smartphone. What attend other customer in the them to decide by going advancement and benefits of smartphone which you are
168 should you do ? store through the brochures the same in simple terms suggesting
Inform the Manager that the

To maximise sales of goods & The merchandise under the promotional offer is not giving sales Focus on selling non - Try to make the display more Suggest Manager to increase
46 RAS / N0128 Moderate sales are low and action as
services as expected. What will you do ? promotional merchandise attractive on daily basis the offer
per his instructions
169
To maximise sales of goods & A customer has bought a good amount of jewellery for her Thank the customer for Thank and invite customer to Ask customer to check the Offer membership and explain
services wedding. How will you ensure to make her a regular customer ? making the purchase the store again other collection also benefits
170
To provide personalised sales & A customer is looking around for assistance and your colleague Apologize to customer and Let the other team member Tell your colleague to go and Wait for the customer to call you
48 RAS / N0129 Easy
post-sales service support has just ignored him. What you will do ? offer assistance assist him assist him for help
171
A B C D E F G H I
Apologize and ask customer to
Customer has brought smartphone which he had brought last Apologize to the customer and Take the details of the
To provide personalised sales & visit the brand service centre Inform customer that we are into
49 RAS / N0129 Difficult week. The smartphone is getting hung in between. How will you say that you cannot help with customer and tell him that we
post-sales service support for the same as it is a selling and not servicing
handle this issue ? this issue will call
172 technical issue

You see that a customer is not feeling well and seems to be Contact mall customer desk Wait for the customer to ask Ask her to sit and offer her Ask the security guard to look
feeling weak. What will you do ? and ask them to come for help some water or juice after customer
mind
173
To create a positive image of self A customer wants to know about the loyalty membership and he Ask a colleague to handover Approach customer and explain
Approach the customer and Ignore the customer and wait
51 RAS / N0130 & organisation in the customers Moderate is waiting for the cashier to respond. The cashier is busy the membership brochure to in detail the features and
ask him to wait for sometime for the cashier to respond
mind handling other customer. What will you do ? the customer benefits
174
A customer has approached you with a complaint of your

Ignore the complaint of the Apologize to the customer and Join your colleague in Speak to your colleague and
52 RAS / N0132 To resolve customer concerns Moderate colleague whose behaviour he found rude. How will you handle
customer offer him help harassing the customer make him realise his mistake
the situation ?
175
There are negative feedbacks coming regarding the exchange

Inform Manager about the Discuss about it with your Make changes in the Ignore as you don’t have
53 RAS / N0132 To resolve customer concerns Moderate procedure. The customers are finding it very confusing and time
customer feedback colleagues exchange procedure authority to make changes
consuming. What will you do in such situation ?
176
A customer is looking for snacks and eatables which are not Explain the customer Escort the customer to the Ignore the customer and tell Tell customer to check for
To organise the delivery of reliable
54 RAS / N0133 Difficult fried and low in sugar content. How will you assist this customer directions to go to the snacks baked and sugar free snacks him to ask the staff at snacks himself as you are busy in some
service
? counter and check counter counter work
177
A customer had a bad experience in another store. And this is

Listen to his experience and Listen to him and join him in Smile and start pitching for Ignore what he is saying and
55 RAS / N0134 To improve customer relationship Easy the first time he is visiting your store. How will you build a
welcome him in store bad mouthing the other store products pitch for products
relationship with him ?
178
A customer is holding 6 to 7 pieces in his hands, and looking for Tell him to go to the other end
Ignore the customer and wait Take a shopping basket and Wait for team member standing
56 RAS / N0134 To improve customer relationship Easy shopping basket. The shopping basket bin near him is empty. of the store where there are
for him to call for help help him to put the pieces near him to help
What will you do ? empty baskets
179
A customer has suggested to bring the return and credit note Thank the customer and ask Ignore the suggestion of the Thank the customer and ask Call the manager and ask
57 RAS / N0134 To improve customer relationship Easy counter next to cash till, to save customer time on returns. What him to write his suggestion in customer though assuring him him to write it directly to the customer to share his suggestion
will you do with this suggestion ? the feedback book to share it with manager senior management with him
180
One of the colleague is continuously ignoring a customer. What Ignore the customer as he is Ask your colleague to attend Approach the customer and Complain the Manager about
will you do ? not in your section customer offer help your colleague
181
A customer's child is crying continuously. The customer is very Ask customer to take her child Ignore as you don’t know how Ask customer if she needs Tell her that the child is
disturbed. What will you do in this situation ? out of store to handle children any help disturbing the environment
182
Customer had bought a wrist watch and comes back to get it
To monitor and solve service repaired. As the purchase exceeds the guarantee period, you will Apologize and tell him that you Inform customer that service Tell the customer to get it Ignore and tell him to contact
60 RAS / N0135 Easy
concerns not be able to serve the customer. How will you handle this will not be able to help will incur charges serviced from outside customer care
183 situation ?
Customer has lost his baggage token, and the security is not Arrange for a duplicate token Don’t get into the matter and Tell customer to search token Ask customer to describe the
61 RAS / N0135 Easy willing to handover the baggage. How will you handle the and handover the bag to the let the security personnel as its not possible to handover bag and its contents, check and
concerns
situation ? customer handle it the bag handover
184
A B C D E F G H I
The store is under renovation but is operational in day time. Due Suggest Manager to co- Display the old stock lying in Apologize and inform
To promote continuous Send customer to other stores if
62 RAS / N0136 Easy to the renovation, stock have not been ordered. What will you do ordinate with other stores to the stock room to fill the stock customer that due to
improvement in service they don’t find what they want
? help for stock requirement gaps renovation stock is less
185
Customers are not getting alteration on time. Due to which the Inform the Manager and Inform colleagues to ask the
Tell the tailor to do his work Tell customer that they can write
To promote continuous customers are showing dissatisfaction. You come to know that encourage the customers to tailor about the time required
63 RAS / N0136 Easy properly and on time otherwise their concerns in the feedback
improvement in service the tailor is under pressure. What will you do to improve service get their alterations done from and then commit accordingly
you will complain to Manager book and we will check
186 ? another shop to the customer
A new member in team is finding it difficult to approach

Tell him to go for a training Help him by assisting him in Tell Manager that he is not Ignore and let him learn things in
64 RAS / N0137 To work effectively in your team Easy customer, due to which he is not able to do any sales. What will
and then come on floor customer service capable of doing sales his own way
you do ?
187
One of your team member got hurt while doing some work. What Give him first aid and ask him Ask him to go take a leave and Tell your colleague to get back Tell colleagues to take him to the
will you do at the first place ? to sit for a while go home to work as it’s a small injury doctor
188
To work effectively in your You find that one of your colleague is bullying a female colleague Tell other colleagues about his Ignore as it is not of your Get into a fight with the Inform Manager about his
66 RAS / N0138 Easy
organisation of your team. What will you do? deed concern colleague behaviour
189
Take suggestions from Make your colleagues redo the Assign each colleague with an Don’t inform colleagues and take
To work effectively in your New season has been launched and manager has asked your
67 RAS / N0138 Easy colleagues and assign task as entire display while you area and instruct them to work the responsibility to complete the
organisation team to make changes in display. How will you plan it ?
per team member interest supervise the work as per their choice task
190
One of your colleagues doesn’t allow the security to frisk him

To work effectively in your Warn your colleague about Scold the security for not Inform Manager about the Ignore it as you are following the
68 RAS / N0138 Easy while making exits for breaks and at end of shift. How will you
organisation informing Manager frisking colleague rules
handle this situation?
191
The sales associate has shared all details pertaining to the credit
Leave him and ask your
To process credit applications for facility with the customer and has cleared all his doubts. Acknowledge it and share your Show your displeasure to the Acknowledge the customer and
69 RAS / N0114 Easy colleague to be with the
purchases Customer is asking for some time and will come back later. How contact details with customer customer for taking your time. ask him to come later
customer
192 should the sales associate handle this situation ?
A customer is looking for a credit facility on a smartphone. He is Ask customer whatever

To process credit applications for Ask for proof of ID, Address, Tell customer that its not Tell customer to come later and
70 RAS / N0114 Easy self employed and belongs to other city. How will you help the documents he can arrange
purchases income and bank statement possible for him to help him you will check how can you help
customer? will suffice
193
Handover the wallet to Open wallet and search for Keep it with you, wait for Handover the wallet to security
71 RAS / N0120 To help keep the store secure Easy A customer forgot his wallet in your section. What will you do ?
Customer service desk customer details customer to come back personnel
194
The security personnel is not checking the bills of all customer Ignore as the security knows Discuss this with your Bring it to the notice of the Escalate the matter to head
72 RAS / N0120 To help keep the store secure Easy
during the exit. What will you do ? his job well colleagues security manager cashier
195
To help maintain healthy and One of your colleague is suffering from viral cold. What should Ask him to take medicine and Ask colleagues to stay away Let him work till the time he Ask him to meet the manager
73 RAS / N0122 Easy
safety you do to ensure maintain health in store ? rest in staff room from him asks for leave and request for a leave.
196
To help maintain healthy and You find that the fire extinguisher in your section is rusted and Let the weekly checklist gets Bring it into notice of security Remove it from your section Let it be there as fire accidents
74 RAS / N0122 Easy
safety possibility has a leakage. How will you handle the situation. rolled and you will update head and Manager and keep it in stock room rarely happens
197
A B C D E F G H I
a. Read through the product b. Take help from senior and c. Make arrangements in the d. Ask your colleague to assist
descriptions colleagues demo area in advance you during demo
You have been shifted to the TV / LCD / LED section. And the
198 To demonstrate products to
75 RAS / N0125 Difficult manager has asked you to put a demonstration of the product in
customers
the section. How will you plan for arranging the demonstration ?
a, b, c b, c, d a, b, d a, c, d
199
A customer has brought a traditional attire and wants to buy

To help customers choose right Ask her to try the entire attire Tell her that both jewellery sets Insist her to buy the premium Stand quietly and let her make a
76 RAS / N0126 Moderate matching jewellery with it. She is confused between 2 options.
products with the sets alternatively are good on her higher price jewellery set decision which one to buy
How will you help her ?
200
Suggest customer semi formal
A customer wants to gift a wrist watch to his fiancé. He gave an Show him the exclusive Suggest him to browse the Tell customer all the collection
To help customers choose right watches which she can use
77 RAS / N0126 Moderate idea that she loves travelling and usually travel due to work. He premium range and pitch it as range by himself and to call and range which you have is as
products for travel as well as at
is looking for a economical budget. How will you help customer ? the most trendy range you when he needs assistance per his requirement
201 workplace
A customer has come to purchase a foundation cream. She Suggest her a foundation Suggest her a product that Suggest the most expensive
Show her a slow moving
To provide specialist support to explains that she is a working women and her skin is very which matches her skin tone, you feel will suit her skin and product from premium category
78 RAS / N0127 Moderate product that you need to sell in
customers facilitating purchases sensitive to sun. How will you use your expertise to suggest her has UV protection SPF and is persuade her to buy a and to maximise sales suggest
order to meet your sales target
202 right product ? long lasting with clean finish concealer for clean finish her to go for a face wash
Explain customer the features, Inform customer about the

To provide specialist support to A customer has bought a kitchen chimney. As a specialist what Offer to come and install the Explain customer the mode of
79 RAS / N0127 Moderate benefits and advantages of the post sales service and
customers facilitating purchases should you do to give customer specialist support ? same for him payment and how he is paying
product arrange for the same
203
b. Talk to customers about

a. Use samples to c. Distribute product d. Approach customers who are
your personal preferences in
demonstrate the benefits brochures to customer browsing other herbal range
cosmetics
204 To maximise sales of goods & You have been assigned to sell the new launched herbal product
services range in cosmetics. How will you ensure to do good sales ?
b, c, d a, b, d a, b, c a, c, d
205
A customer came to buy mobile phone and the sales associate
To maximise sales of goods & managed to sell the a phone cover and a blue booth speaker
81 RAS / N0128 Moderate Upselling Cross-selling Multiple selling Personal Selling
services along with the phone. What selling technique did the sales
206 associate use?
A customer had bought a hair dryer a week ago and has come
Ask customer how she has
To provide personalised sales & complaining that its not working. The user manual states that it Blame customer that she must Tell her that it depends on the Don’t ask any questions and give
82 RAS / N0129 Easy used it and when it stopped
post-sales service support should not be used for long hours. How will you handle this issue have used it for long hours usage and you cannot help an exchange to customer
working
207 ?
Ask and suggest options to the

Customer looking for a bedroom set which can fit and match the Tell customer to browse the Show the biggest bedroom set Suggest and persuade him to
To provide personalised sales & customer as per his bedroom
83 RAS / N0129 Difficult bedroom. How will you provide a personalized support to collection and decide which which you feel will match his buy the new bedroom set which
post-sales service support measurement, wall colour and
customer ? bedroom set he wants to buy requirements is of premium category
208 budget
To create a positive image of self You are attending a customer who is physically challenged with Suggest that he brings Tell him to browse collection
Ask a colleague to attend him Assist him in selecting, taking
84 RAS / N0130 & organisation in the customers Moderate no hands. He has come to purchase shirts for himself. How will someone else with him to and the one he likes, you will
as you are finding it difficult trial and completing purchase
mind you help this customer ? assist in shopping take it out
209
To create a positive image of self A customer has come to you complaining that your colleague is Tell customer to escalate the Go and discuss it with your Apologize to the customer and
Ignore the customer concern as
85 RAS / N0130 & organisation in the customers Moderate not maintaining hygiene. And he is very disappointed. What will concern to the Manager and colleague and tell him to assure him that you will take
you know your colleague well
mind be your first step in this situation ? move aside maintain hygiene care of it
210
A B C D E F G H I
The retail associate has found a child who is lost and searching
Make an announcement in Take the child and let him sit in Start searching for his parents Take the child to the mall office
86 RAS / N0132 To resolve customer concerns Moderate for his parents in store. What should the sales associate do in
store for his parents back office in store and leave
such situation ?
211
A customer has opened a sealed pack of undergarment to check
Follow the customer in store Ask security to frisk the
the quality and colour options available in it. As per the store Tell the customer that as per Tell customer as he has opened
87 RAS / N0132 To resolve customer concerns Moderate and ask security to keep a customer as the pack is
policy the packing should not be opened. How will you handle store policy its not allowed the pack he has to pay for it
watch opened
212 this situation ?
A female customer is nervous as she has lost her credit note and Make the customer relax and Tell the customer that you will Apologize to the customer that Tell customer to relax and make
To organise the delivery of reliable
88 RAS / N0133 Difficult don’t know what to do. She has approached you for help. As a request the manager / head help her and will provide a you will not be able to help her clear that store doesn’t provide
service
sales associate, how should you handle such a situation ? cashier for help copy of the credit note at all another copy
213
Send customer to mall Guide the customer to the Ask customer to take her baby
A female customer is looking for a place to feed her baby and Provide customer a chair in
89 RAS / N0134 To improve customer relationship Easy information desk to enquire nearest feeding room out of store as it disturbing the
the baby is crying. How will you help the customer ? back office to feed her baby
about place available in the mall environment
214
You have been trying to explain customer the reason for lapse of
Ignore the customer
90 RAS / N0134 To improve customer relationship Easy points from his membership card, but he is not convinced. What Tell him to contact Head Office Take help from a junior Take help from Manager/senior
completely
will you do ?
215
A couple has come and the wife wants to buy a gift for her
husband, who is a very loyal customer. On the basis of their Give the husband birthday Persuade the wife to buy and Smile and continue attending Arrange for cake and bouquet for
conversation you come to know that its husband's birthday. wishes gift more the couple customer
216 What will you do ?
Customer has done a good amount of shopping. But he forgot to Call and tell customer to visit Call the customer and offer to Call him and ask him how the Keep it aside as till can be used
collect his discount coupons. What will you do ? store and collect it personally deliver the coupons coupons to be sent elsewhere
217
Offer to make her sit and
An old lady has come for an exchange. As exchange process Guide her about the exchange Ask the security personnel to
provide assistance to Wait for your other colleagues
93 RAS / N0134 To improve customer relationship Easy takes time, she is finding it difficult to move across the store. process across the store and assist her in completing the
complete her entire exchange to approach her for assistance
How will you help her ? offer to get her a wheel chair exchange
218 process
Customer had given a trouser for alteration, and he has come to Apologize and tell customer
To monitor and solve service Ignore the customer and Try to convince customer that Shout on the tailor for not doing
94 RAS / N0135 Easy collect it. But, the trouser is not ready. The customer is agitated. that you will look into it
concerns check with the tailor the status it happens sometimes the alteration on time
How will you handle this customer ? personally
219
To monitor and solve service Customer had bought a toy two days back, and now its not Tell customer to come later to Tell customer that his child Don’t ask any question and Apologize the customer and ask
95 RAS / N0135 Easy
concerns working. What you will do ? get it checked must have damaged it give an exchange for the details
220
Thank the customers and Implement the suggestion on Share the suggestions with the
To promote continuous Few customers have given a suggestion on queue management Ignore as you know how tough
96 RAS / N0136 Easy share the suggestion with floor by yourself and see the colleagues and discuss with
improvement in service for peak hours. How will you consider customer feedbacks ? it is to manage crowd
Manager result them
221
a. Apologize to customer and b. Tell customer that we will c. Check in the camera find d. Contact that customer and
take the details pay him for his loss details of customer in data ask to return the bag
By mistake, the security personnel has given the customer's
222 To promote continuous
97 RAS / N0136 Easy baggage to another customer. Now, the customer is agitated.
How will you handle this situation ?
b, c, d a, c, d a, b, c a, b, d
223
A B C D E F G H I
A colleague is not feeling well and is suffering from fever. What Give her a paracetamol and Suggest that she applies for Give her a paracetamol and Ignore as there is lot of work
will you do ? ask her to take rest sick leave and goes home ask her to work pending
224
Welcome him and start Welcome him and take him

A new staff has joined and is browsing through the products to Get friendly with him and start Ignore him as he should come
99 RAS / N0137 To work effectively in your team Easy discussing about the store through the section giving
learn about it. How will you help him ? knowing his personal details and ask you for help
issues information
225
To work effectively in your One of your colleague is not following the rules and makes an Ignore it as you don’t want to Warn your colleague to Bring this to the notice of your Scold the security for not
100 RAS / N0138 Easy
organisation exit from the customer entry / exit for breaks. What will you do ? ruin your image complain to Manager supervisor following rules
226
In the morning meeting the Manager has brought to notice that Organise a meeting with your Put up a notice in the staff Post meeting discuss this issue
To work effectively in your Tell Manager to put up a rule
101 RAS / N0138 Easy staff is not keeping the staff room clean. How should you ensure colleagues and share your room giving each staff with team and make a collective
organisation to fine whoever creates mess
that as a team you and team members adhere to it ? views instructions effort
227
Your sales performance has been very good and hence your Start giving tasks and
To work effectively in your Take help of senior or Convey your colleague that Start making changes among the
102 RAS / N0138 Easy supervisor has recommended a promotion for you. What will be instructions to the team
organisation manager to make a work plan you will be their senior assigned task to team members
your action plan for the coming year? members
228
A loyal customer who has bought products in past on credit, Make the customer understand
Refuse the customer bluntly To keep the customer loyal Get it reported to manager
wants to buy a refrigerator, and ask the sales associate to that as it’s a fresh purchase, we
To process credit applications for saying that he has to submit and happy, sales associate and tell manager or senior to
103 RAS / N0114 Easy consider the previous submitted documents for processing the will be needing necessary
purchases relevant documents, otherwise should make adjustments from handle the customer, as he is
present credit facility. How can a sales associate handled this documents to process his credit
229 its not possible. his/her end. a loyal customer.
situation? facility.
The sales associate observes that a person who has various
Tell him to keep the product in Report to the security Follow the customer to the cash
items in his cart has picked up a bottle of after shave and kept it Customer looks well groomed,
104 RAS / N0120 To help keep the store secure Easy the cart and ensure he does personnel of the incident and till & observe whether he bills for
in his pocket, the RSA is worried that this could be a case of unlikely to steal, so ignore
the same ask him to take action the item
230 theft. How should the RSA handle this situation?
Customer had bought a shirt and came back with a colour fading Tell customer that it can be a
Apologize to the customer and Ask the customer about the
To monitor and solve service problem. He was given an exchange, but he again came back fault of the way the shirt was Make it clear to customer, that it
105 RAS / N0135 Easy consult with the supervisor for washing procedure he used to
concerns with the same problem. How should a retail associate handle this washed or the detergent what cannot be exchanged
resolving the issue wash the shirt
231 situation? he is using
A customer wants to purchase furniture on EMI. While going

Consult with the Manager or Gently tell the customer that as Without consulting anyone, Tell the customer that you
To process credit applications for through his credit score, the sales associate realizes that the
106 RAS / N0114 Easy the Bank representative and his credit score is low, hence process the credit facility from cannot help him/her and he can
purchases customer's credit score is low? How should the sales associate
follow the SOP process he cannot avail the EMI facility your end. check in some other store
232 resolve this issue?
Tell the security personnel to

It’s a peak hour, and there is rush in the store. Suddenly, the Focus on the work and sales, Let the sensor beep, and go Escalate the matter to the
turn off the sensors for
107 RAS / N0120 To help keep the store secure Easy sensors at the entry/exit point starts beeping continuously. How and let the sensor keep and man the entry / exit points supervisor and follow the SOP
sometime as there is technical
should the sales associate handle this situation? beeping along with the security process
233 issue
A customer has kept her child in the shopping trolley, and is Approach the customer and
Keep a watch on the
moving around in store. The sales associate feels that it can explain her politely that it can Ignore the situation as the Immediately, report to the
To help maintain healthy and customer, wait in case an
108 RAS / N0122 Easy cause an accident and is not safe for the child. How should the be dangerous for the child, parents is responsible for the Manager, and ask him / her to
safety accident happens, and take
sales associate communicate it to the customer for the child's and request her to take out her safety of the child take necessary action
234 necessary actions.
safety? child from trolley
Ask the security to place a
The display rack seems to be little shaky, due to damaged Inform the security and the Escalate the matter to the
To help maintain healthy and Stand near the rack and keep signage mentioning the same
109 RAS / N0122 Easy wheel. How should the sales associate ensure safety of sales associate has done Manager and be relaxed that it
safety warning people passing by as well as arrange queue
customers and staff? his/her job will be taken care
235 manager
Apologize to the customer,
Tell the customer it is not Explain the customer about the
While giving demonstration, the product started giving Apologize to the customer and make them aware about the
To demonstrate products to working, and hence will not be trouble completely and explain
110 RAS / N0125 Difficult operational issues. How should the sales associate handle the tell them to wait while the product, and arrange for
customers able to show the product them that these kind of troubles
situation? problem gets sorted out. another piece for
236 demonstration completely. are common
demonstration.
A B C D E F G H I
A lady customer has walked in, and is looking for an attire for a
particular occasion. The sales associate has helped her with Move back and leave the Start showing her other Finding it difficult to handle Highlight features & benefits.
To help customers choose right
111 RAS / N0126 Moderate different options. The customer has got completely confused. customer to look at the options options which have not been customer, handover the Make customer look at the outfit
products
How should the sales associate guide the customer, so that the and decide for herself shown to her before customer to colleague again on her
237 sales doesn't get lost?
After a sales pitch, the customer is finding the product good, but
Try to convince customer for Tell the customer that the Highlight the features and
To help customers choose right is comparing it with a competitor brand, which has similar Let the customer take his own
112 RAS / N0126 Moderate the product by repeating the competitor product is of inferior benefits as well as know the
products features & benefits. How should the sales associate convince time to make decision
detail of the product quality details of competitor product
238 the customer for the product?
A customer is looking for a mobile, and needs a demo piece for Tell the customer that as there Try to arrange for a demo Tell the customer, that it will take
Open a new piece of the
To provide specialist support to checking the features. Currently, the store doesn’t have a is no demo piece, hence piece, or give a complete time to arrange for the demo
113 RAS / N0127 Moderate product and show it to the
customers facilitating purchases demonstration piece. How should the sales associate provide cannot help him/her for the presentation on the features piece, and ask them to wait for
customer.
239 service to customer? product. and benefits to the customer. few days.
Approach and greet customer, Ask any of the colleague to

A customer has come to store to just have a look, and is not Leave the customer to browse Start explaining customer
To provide specialist support to and give him a brief attend the customer, and you are
114 RAS / N0127 Moderate interested in buying anything. How should the RSA communicate through the products, and let about the products, while he is
customers facilitating purchases introduction about the brand not interested in entertaining the
and convince the customer to buy? him leave the store not willing to listen
240 and products customer
c. By suggesting
a. By informing the customer b. By showing the customer d. Letting the customer and
merchandise to the people
about the promotion matching options for the shirt family browse themselves
A customer has come with family, and is looking for a shirt for accompanying him
241 To maximise sales of goods &
115 RAS / N0128 Moderate himself. There are promotions going in store. How can the sales
services
associate use concept selling to increase the sales?
Option 1. a,c,d Option 2. b,c,d Option 3. a,b,c Option 4. a,b,d
242
Using Suggestive & Cross
Forcing customer to buy some Leave the customer as it is, as
To maximise sales of goods & A customer has bought a T.V unit. How the sales associate can selling technique to suggest Ask the customers to refer his
116 RAS / N0128 Moderate products which can be co- the sale has already been done,
services use selling technique to increase the sale? customer for surround system friends and family to the store
ordianted with the T.V. Unit hence its not important
243 to coordinate with T.V
Making it clear to customer

A customer has bought grocery and wants a same day delivery, Request the customer to wait, Take the details from Without checking from back
To provide personalised sales & that its not possible as there
117 RAS / N0129 Easy as he is going out of town. What should be the action plan of the consult the Manager and take customer, and tell her that the office or Manager, commit the
post-sales service support are already pending deliveries
sales associate? it on priority basis store team will get back to her customer that it be done.
244 to happen.
Run to the back office and
A fellow colleague has made mistake while attending a Let the fellow colleague Lend support to the fellow
Approach fellow colleague and report the incident to the
To provide personalised sales & customer, due to which the customer felt insulted. The customer handle the customer, and let colleague, and apologize the
118 RAS / N0129 Difficult take advantage of the situation Manager, and be happy that
post-sales service support is very furious. How should a sales associate handle this the supervisor handle the customer. Take the issue on
to take the customer with you you have made a complain of
245 situation and not loose the customer? situation priority
the colleague
The RSA is busy attending a customer, when he sees another Ask permission from the present
To create a positive image of self Ignore the new customer and Let the other customer browse Leave this customer without
customer walk-in and there is no one to attend the customer. customer to wait, approach
119 RAS / N0130 & organisation in the customers Moderate concentrate on the sales with around, and keep a watch on informing anything and
The customer is looking for assistance. What should the sales another customer, greet her and
mind the present customer her approach the new customer
246 associate do? welcome her
Its festive time, and there is lot of rush in store. It is observed By going to security personnel
To create a positive image of self Using a queue manager to Standing there and observing By shouting on customer to
that the billing process is taking too much time. Also, customers and asking them to guard the
120 RAS / N0130 & organisation in the customers Moderate channelize customers, and what is going on, and enjoying stand properly in a queue and
are breaking the queue to get their billing fast. How can the sales cash counter and ensure no one
mind requesting them to be patient the chaos and confusing not break the line
247 associate lend support in such situation? breaks the queue
Make a note of it, and let the Go and check in back store if Ask the customer that you No need to say anything to
While a customer is taking trial of a product, you notice that the
customer buy the product. In another piece is available or want to check the product, customer. The customer is
product is slightly damaged from a corner, which the customer
121 RAS / N0132 To resolve customer concerns Moderate case if he/she comes back not. If yes, then tell the and show the customer that it taking a trial, in case he finds
has not noticed. How should the sales associate handle such
with the complaint then will customer about the product is damaged. Apologize and then will resolve the issue
248 situation so that customer doesn’t raise any concern later?
take necessary action damage, otherwise let it be request him/her to wait while otherwise let him/her buy the
122 RAS / N0132 To resolve customer concerns Moderate A customer needs some help but since he has a stammering Patiently handle the customer Try and complete the customers
problem it is taking a lot of time to complete the sentences. You and give him time he needs to Move on to the next customer Ask your colleague to help questions by guessing what he is
249 would ___________. formulate his questions. as it is taking time you manage the situation looking for
A B C D E F G H I
Apologize to the customer and
A customer has come with his family and has ordered a pizza. Explain the customer that due Explain the reason to the Tell the customer to go home as
convince him that his order will
To organise the delivery of reliable As it’s a weekend, it took time to serve the order, and due to to the rush it must have customer, tell them to wait for it will take time for his order to
123 RAS / N0133 Difficult be taken on priority and the
service miscommunication, he is served with a wrong pizza topping. happened. Request him to the order as it will take time to get prepared, and it will be home
sales associate will give a
250 How should the sales associate handle this situation? adjust with the served order. serve him. delivered
personalized service
A customer is happy with the service and assistance provided by Agree with the customer
Requesting customer to give a Don’t bother about the customer,
the sales associate, but was not able to find the particular Thank the customer for visiting about the lack of product
124 RAS / N0134 To improve customer relationship Easy feedback and his/her as he/she will come again to
product which he wanted. How should the sales associate and let him/her leave the store choices and suggest he shop
requirement store
251 ensure to let customer feel important? elsewhere
Show the customer whatever Ask the customer what exactly

A customer wants to purchase a gift for his wife. How should the Tell the customer to see for Ask your colleague to help the
125 RAS / N0134 To improve customer relationship Easy options are available and let he is looking for and help the
sales associate ensure to provide best customer service? himself what he wants customer, and move aside
the customer decide customer with right options.
252
Keeping the Manager in loop,
A customer has bought a dress and while conversing, he shared co-ordinate with the courier Tell the customer to find a Search for the nearest courier Don’t utter anything to the
126 RAS / N0134 To improve customer relationship Easy that he wants to courier it to his sister in another city. How the agency and ensure the pick up courier agency from his end agency, and provide the customer, and let him bill the
sales associate can help the customer in the best possible way? is done. Update customer and let him take care of it agency details to the customer dress and leave the store
253 once done.
Smile and tell the customer No need to worry about the
A customer has walk -in store and he just asks for a particular Greet the customer and give Ignore the customer as he is a
that you are not aware about customer, the way he entered
127 RAS / N0134 To improve customer relationship Easy address, as he is new to the city. How should the sales information about the waste of time and will not
the address. Ask him to find it the store, he will also make an
associate react to the situation? addressif you are aware of it purchase anything
254 himself exit
As it is a delicate matter and
Keep the wallet and valuables Inform the Head Cashier and Give it to security asking them to
A customer has forgotten a bag of valuables and wallet at store. valuables are there in bag, go
with you, as you know the Manager about the same, and keep it safe, and whenever the
128 RAS / N0134 To improve customer relationship Easy How can sales associate handle such delicate situation, and submit it to Mall
customer well, and if he comes hand it over, making an entry customer will come hand it over
following SOP? management, rest they will
255 you will return the same in Lost & Found Register to him
take care
Take details of the customer,
Should tell the customer, that Apologize and Request the
A customer has come complaining that he did not got the benefit and tell customer to wait for Apologize to customer, and take
To monitor and solve service as it is a week old purchase, customer to wait for sometime,
129 RAS / N0135 Easy of the ongoing offers on a product which he bought a week back. few days, the store him to the cashier and provide a
concerns hence nothing can be done and escalate the matter to the
What process should the sales associate follow? management will get back to refund.
256 now. Manager
you.
Explain the customer that Tell the customer that as it Apologise to the customer, take
A loyal customer enters the store complaining that his last time Ask the customer for whatever
nothing can be done from our has been days now that the whatever details he can
To promote continuous purchase has not be added to his loyalty membership, hence he details he, and ask the
130 RAS / N0136 Easy end, give him contact details purchase was made and he remember, check at backend
improvement in service wants to add it now. He is not carrying any details of the last customer to have patience and
of backend process and ask doesn’t have any details sales details, and process it as
257 purchase. How can sales associate help him sort this problem? wait, we will get back to him
him to contact directly hence will not be able to help per SOP
Check with the tailor, maybe
It has been observed that in last few weeks there has been Inform the senior about the As you have never faced any Write a mail to the senior and
wrong commitments are been
To promote continuous delays happening in garment alteration and finishing. There has issues and leave the matter such complaints or situation, HR explaining them about the
131 RAS / N0136 Easy given to customers and tailor is
improvement in service been a lot of complaints. As a sales associate, how should you thinking that the senior will hence you don’t have to worry situation, and request them to
not getting enough time to alter
258 resolve this issue? take care of it. about it look into this matter.
garments properly
Approach the senior and Apologize and explain that
Consider that it is part of work,
Due to some misunderstanding, one of the colleague feels that explain what has happened, there has been Apologize to the colleague, and
and such things keep on
132 RAS / N0137 To work effectively in your team Easy you have taken credit for her work. How should the sales and ask if he can talk to the misunderstanding. If required, explain that it was not your fault,
happening, hence tell the
associate handle this keeping the work values in mind? colleague as he is not let the senior know that the if the senior gave the credit.
259 colleague to not feel bad
behaving with you properly work was done by your
There are internal exams to be held in organization for next level. Tell the colleague that you Why you need to be bothered, Tell him/her that you don’t
Ask him/her to consult to the
A colleague has approached stating that he/she is finding some will help him/her as well and as it’s a competition and you have time, you already have
133 RAS / N0137 To work effectively in your team Easy senior or study himself/herself,
problem in understanding some topic. Based on team work value ask him/her to take out some want to win, hence why to help loads of work to do as well as
and not to disturb others
260 how can the sales associate help the colleague ? time to prepare together. him/her prepare for yourself
Once the colleague comes,
One of the colleague is frequently coming late to work. Because Complaint this to senior stating Once the colleague has come, Don’t talk to anyone, and start
ask the colleague about the
To work effectively in your of which the sales associate has to do his/her work also. Looking that because of him/her you go and fight with him/her, coming late to work so that the
134 RAS / N0138 Easy reason, and explain that it can
organisation at the organizational cultural and values, how the sales associate are having a problem and accusing of unnecessary same problem he faces and
cause disciplinary action
261 should handle this situation? requesting to take action creating problems for you realizes
against him/her
By letting others do whatever By practicing the values laid by By escalating each and every Not required to do anything, the
To work effectively in your How should a sales Associate ensure that organisational
135 RAS / N0138 Easy they want, and just be the organization and setting matter to senior whether it is management is there to drive it
organisation culture spreads across the team?
concerned about oneself example in front of others of importance or not across
262
A B C D E F G H I
As it is nowhere related to you,
As he/she is a good colleague, As he/she is a good Escalate this matter to senior
One of the colleague seems to be involved in unethical practice. hence why to bother, the
To work effectively in your you also join him/her in doing colleague, you don’t feel like stating that you feel the
136 RAS / N0138 Easy As per the organizational values and SOP, how the sales management is there to take
organisation unethical practice and hiding informing anyone, otherwise colleague is involved in unethical
associate should respond to such situation? care and take necessary
from others he/she will loose his/her job practice
263 action

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A B C D E F G H I

Immediately make full Defer payment against Make payments in easy

Identify this equipment used for

To help maintain healthy and

To help maintain healthy and Identify the purpose for which

It means make customer It means making customer It means understanding

Which of the following is designed to be used as a short term

To create a positive image of self

a. Customer Purchase b. Customer Engagement c. Customer Experience d. Customer Retention

c. Get back to the first

What is the correct way for the sales associate to explain

How many options should be provided to customer, to ensure he

Smiling and apologising to Assist them in time of

To build a customer's trust and respect, it is very essential that

To promote continuous Which of the following is important, to ensure the service

A continuous improvement approach of employee, leads to

To work effectively in your To work effectively in an organisation, why colleagues should

To co-ordinate with senior for

Which of the following personnel patrols the store in order to

To help maintain healthy and Identify this sign

When customer budget does

Ignoring customer concerns

To maximise sales of goods &

c. Listening effectively and d. Taking a feedback from

To create a positive image of self

62 Which of the following are ways in which a customer can register

a. Find most highlighted

56 RAS / N0134 To improve customer relationship Easy Communicate to the customer

To build effective relationship with customers, it is essential to

To monitor and solve service

Employees, especially the floor staff who directly interacts with

Which of the following is essential, in order to identify

To plan and organise your work, it is important to take

While explaining details about the task, in which way the

Which of the following procedures are important for employees

A security measure to A security measure to prevent

b. Makes it easier for customer c. Makes the product

Which of the following is most important point to be kept in mind

To help customers choose right

To provide personalised sales &

a. By providing them with a b. By recommending them c. By asking them to share

What kind of solutions do customers look for, to solve problems

Which of the following is the most important aspect of

When the customers are raising service concerns it is better that

Before presenting suggestion for bringing changes in a service /

121 VIVA MCQS

As a sales associate you have assisted a customer to apply for

You observe that there is a customer who is roaming in store

There is electric short circuit happened in store. As a sales

You observe that a customer is reading the product manual and

Explain about the ingredients

Ask customer to browse new

An angry customer has called on store landline and is shouting

Ignore as the customer is Leave your work and

A customer comes to you agitated on a product defect. He is not

Inform the Manager that the

To create a positive image of self

A customer has approached you with a complaint of your

There are negative feedbacks coming regarding the exchange