Deveroes Pre-interview Assessment

19 Questions | Total Attempts: 43

Settings
Please wait...
Deveroes Pre-interview Assessment

This quiz was designed for recent applicants, applying for a retail sales or Manager in Training (MIT) position at Deveroes. It will test your basic knowledge on the customer service and store management procedures; we are asking to use your knowledge. Carefully read each question and then mark the letter of the correct answer. Please do not skip any question. We are not expecting you to know everything, do your best and good luck! If you have not been informed of the password please email the Human Resources Department, responding to the original email that they sent you. You have 30 minutes to complete as many questions as possible.


Questions and Answers
  • 1. 
    A complaining customer is:
    • A. 

      Always right

    • B. 

      Almost right

    • C. 

      Often lying

    • D. 

      Always the customer

  • 2. 
    Customers who complain want...
    • A. 

      Something for nothing

    • B. 

      To be heard and have their experience validated

    • C. 

      To vent just because

    • D. 

      To be made majority shareholders in the company

  • 3. 
    Customer Care is:
    • A. 

      A managed care medical program for customers

    • B. 

      A cool phrase that looks good in company brochures

    • C. 

      A new program where customers care for themselves

    • D. 

      A philosophy where the customer is cared for by a company--the entire time they're customers

  • 4. 
    For a company to be considered customer service-oriented:
    • A. 

      It must mention customer service in its mission statement

    • B. 

      At least 18.3% of its employee must work in the customer service department

    • C. 

      Its managers must at one time have been customer service or sales associates

    • D. 

      Customer Service must be addressed by all departments

  • 5. 
    Customer Service culture is:
    • A. 

      A new form of yogurt where the lid removes itself for you

    • B. 

      Behavior being analyzed to see if it contagious

    • C. 

      A mythical civilization in which everyone smiles and welcomes you when they meet

    • D. 

      An environment where customer service reflects the thinking of the entire company

  • 6. 
    Which of the follwing is NOT a primary area of accountability for a Retail Manager?
    • A. 

      Research and long-term planning of the merchandise that will be sold in the store

    • B. 

      Selling and service standards to ensure customers are satisfied

    • C. 

      Ensuring that customers receive the right products at the right time and that they are displayed appropriately

    • D. 

      Training employees to prepare them with product knowledge, selling and service skills.

    • E. 

      Making sure the sales floor is recovered, damaged goods are returned, and safety and loss prevention standard are in place

  • 7. 
    There are basic exceptions that most customers have regardless of where they shop, and--expectations that differ according to the type of store.
    • A. 

      Convenience

    • B. 

      Price

    • C. 

      Service

    • D. 

      Product

  • 8. 
    As a Retail Manager, you influence the shopping experience by leading by example. Which of the following is NOT an example of how to lead sales Associates?
    • A. 

      Keep sales Associates informed of all your concerns about the store's sales trends

    • B. 

      Know the service standard for your store and meet them consistently

    • C. 

      Be energetic and enthusiastic with others

    • D. 

      Demonstrate a genuine welcoming attitude toward every customer everyday, and be passionate about customer service

  • 9. 
     Successful retail organizations are recognizing that customer loyalty is a key factor in their success. What does customer loyalty mean to a retail business?
    • A. 

      Loyal customers spend more time when making a purchase and that increases their value to the retailer

    • B. 

      Customer loyalty decreases the amount of advertising a retailer must do to be competitive

    • C. 

      Repeat business from loyal customer's increases a retailer's sales and profit because shoppers buy more often, recommend the retailer to others, and pay more for goods and services

    • D. 

      Customer loyalty increases employee satisfaction and loyalty

  • 10. 
    What is the best way for a Retail Manger to increase productivity and sales growth?
    • A. 

      Effectively selecting, training, coaching and retaining the best Sales Associates

    • B. 

      Telling Associates to recover and merchandise the sales floor

    • C. 

      Posting sales goals for the department and Sales Associates

    • D. 

      Developing a solid merchandise and sales plan

  • 11. 
     When discussing with an Associate how to handle an upset and dissatisfied customer, it is BEST to:
    • A. 

      Coach the associate for the price of the shirt

    • B. 

      Coach the associate to inform the customer to stop being angry

    • C. 

      Coach the associate to allow the customer to vent her anger

    • D. 

      Coach the associate to diffuse the customer's anger first and find out why he/she is upset

  • 12. 
    Which of the following is an indicator that the customer is ready for a sale?
    • A. 

      The customer asks the sales associate for the price of a shirt

    • B. 

      The customer approaches the counter and reaches for her purse

    • C. 

      The customer continues searching through the tie rack for a complimentary tie

    • D. 

      The customer decides to make a call to check on shirt sizes with her husband

  • 13. 
    When the customer gives a "buying signal," what should the sales associate do?
    • A. 

      Determine if the customer needs anything else

    • B. 

      Turn the customer over to a more seasoned sales associate

    • C. 

      Wait to see if the customer wants anything else

    • D. 

      Close the sale before the customer changes his/her mind

  • 14. 
    When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
    • A. 

      True

    • B. 

      False

  • 15. 
     Customers trust you more if they have problems with your product or service and receive a speedy resolution, than if they have no problems with your product at all.
    • A. 

      True

    • B. 

      False

  • 16. 
     The most credible advertising is a satisfied customer.
    • A. 

      True

    • B. 

      False

  • 17. 
     You're helping a fellow store locate some inventory in their computer system. You are helping them over the phone. He/she is just not getting what you are trying to explain. How much time do you spend explaining it to him/her?
    • A. 

      I'd work with him/her as long it takes.

    • B. 

      10 minutes or so; I'd go through it once as quickly as possible and then hang up.

    • C. 

      About half an hour; I'd make sure he/she understands at least the basics.

    • D. 

      None at all; I'd get frustrated the first time he/she says "I don't understand."

  • 18. 
    Two inexperienced employees are assigned to work with you on an important project with a tight deadline. How do you feel?
    • A. 

      Glad, I like mentoring others

    • B. 

      Angry, I don't have time to baby-sit

    • C. 

      Annoyed, I can work faster on my own

    • D. 

      Indifferent, I'll teach them what I can within the deadline

  • 19. 
    You are working on the sales floor, when you notice one of your friends stealing. What do you do?
    • A. 

      Ask you friend, "what are you doing? Put that down! I can get fired!"

    • B. 

      Let your friend walk out the store, and tell them later never to steal from your job again.

    • C. 

      Call the 911

    • D. 

      Take the stolen product back from them yourself and kick them out the store.

    • E. 

      Don't say anything to your friend, contact your Store Manager or Loss Prevention Department immediately and let them handle it.