ABCD E FGH 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

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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 Cash Security Visual safety this equipment is used. 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

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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 ABCD E FGH I 2 Sr. No. NOS Code NOS Name Level Question Option 1 Option 2 Option 3 Option 4

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 Staff promotion Advertisement 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 & 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 image gives confidence to the customer that the 16 RAS / N0130 & organisation in the customers Moderate loyal, market , 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 To create a positive image of self 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

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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

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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

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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

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