Retail Customer Service Course 2026

1. السؤال 1 من 16

   According to the Government of Canada's job description for retail salespersons (NOC 64100), what is the first main duty listed?

   • AGreet customers and discuss what they want
   • BHire and train new cashiers
   • CDesign the store's flyers and window signs
   • DSet the store's prices, sales and weekly discounts
   أظهر الإجابة

   الإجابة: A. Greet customers and discuss what they want

   NOC 64100 starts its list of duties with greeting customers and discussing the type, quality and quantity of products they want.

2. السؤال 2 من 16

   A customer walks in while you are restocking a shelf. What should you do first?

   • AMake eye contact, smile and say hello
   • BFollow them closely around the store
   • CWait for them to come and ask you
   • DFinish restocking, then look for them
   أظهر الإجابة

   الإجابة: A. Make eye contact, smile and say hello

   Acknowledge every customer soon after they arrive. Eye contact, a smile and a short hello tell them they have been seen.

3. السؤال 3 من 16

   Which of these is an open question?

   • A"Do you need a drill today?"
   • B"What will you be using the drill for?"
   • C"Would you like the red one or the blue one?"
   • D"Is this your first drill from our store?"
   أظهر الإجابة

   الإجابة: B. "What will you be using the drill for?"

   Open questions start with words like what, how or tell me, and invite the customer to talk. The others can be answered with yes, no or one word.

4. السؤال 4 من 16

   Why is "Can I help you?" often a weak way to start a conversation?

   • AIt is not allowed under most store policies
   • BIt is easy to answer "No, just looking"
   • CIt always sounds like a sales pitch
   • DIt is too personal for a store
   أظهر الإجابة

   الإجابة: B. It is easy to answer "No, just looking"

   "Can I help you?" is a closed question, so customers often end the conversation with a quick no. An open question invites them to talk.

5. السؤال 5 من 16

   When are closed questions most useful?

   • ATo start a conversation with a brand-new customer
   • BTo confirm details once you understand the need
   • CTo get a customer to describe a problem
   • DTo show empathy during a complaint
   أظهر الإجابة

   الإجابة: B. To confirm details once you understand the need

   Use open questions to learn about the need, then closed questions such as "So you need it by Friday?" to confirm details.

6. السؤال 6 من 16

   A customer asks where the batteries are. You are free to leave your area. What is the best response?

   • ATell them to check the store map
   • BPoint toward the back of the store
   • CSay the aisle number and keep working
   • DWalk with them to the batteries
   أظهر الإجابة

   الإجابة: D. Walk with them to the batteries

   If you can leave your area, walking the customer to the product is better service than pointing.

7. السؤال 7 من 16

   You are serving one customer, and two more are waiting. What should you do?

   • AAsk the first customer to hurry up
   • BIgnore them until you have finished
   • CStop and serve the waiting customers first
   • DLet them know you'll be with them soon
   أظهر الإجابة

   الإجابة: D. Let them know you'll be with them soon

   Acknowledge waiting customers so they know they have been seen, while still giving the current customer your full attention.

8. السؤال 8 من 16

   Which habit makes store staff seem less approachable?

   • AWearing a name tag
   • BKeeping the counter tidy
   • CChatting with coworkers while customers wait
   • DStanding near the entrance during quiet periods
   أظهر الإجابة

   الإجابة: C. Chatting with coworkers while customers wait

   Side conversations and personal phones signal that staff are busy with something else. Stop them when customers are near.

9. السؤال 9 من 16

   A customer in worn work clothes asks about the most expensive TV in the store. What should you do?

   • AAsk how they plan to pay before showing them anything
   • BWatch them in case they steal something
   • CGive them the same full service as anyone else
   • DShow them a cheaper model instead
   أظهر الإجابة

   الإجابة: C. Give them the same full service as anyone else

   Do not judge what people will spend, or whether they are honest, by how they look. Human rights laws protect people from discrimination in services such as stores.

10. السؤال 10 من 16

    A shopper says a store refused to serve them because of their religion. Which law usually covers this?

    • AThe Competition Act
    • BThe federal Canadian Human Rights Act, for every business
    • CThe human rights law of their province or territory
    • DThe Scanner Price Accuracy Code
    أظهر الإجابة

    الإجابة: C. The human rights law of their province or territory

    Stores are covered by provincial and territorial human rights laws. The federal Canadian Human Rights Act covers federally regulated businesses such as banks.

11. السؤال 11 من 16

    The Skills for Success framework describes communication as receiving, understanding, considering and sharing information through what?

    • AReading and writing reports only
    • BUsing digital technology to find and share information
    • CSpeaking, listening and interacting with others
    • DWorking with numbers and symbols
    أظهر الإجابة

    الإجابة: C. Speaking, listening and interacting with others

    Skills for Success defines communication as sharing information and ideas through speaking, listening and interacting with others.

12. السؤال 12 من 16

    A customer says, "I'm looking for a gift for my dad." What is the best next question?

    • A"Have you tried our website?"
    • B"Do you want something cheap, or something nice?"
    • C"What kinds of things does he enjoy?"
    • D"Is he over 60?"
    أظهر الإجابة

    الإجابة: C. "What kinds of things does he enjoy?"

    An open question about the person's interests helps you find out the real need without assumptions about age or budget.

13. السؤال 13 من 16

    What is a good way to finish serving a customer?

    • ACheck they have everything, thank them and invite them back
    • BAsk them to fill in a long survey first
    • CRemind them only of the return limits
    • DHand over the bag and turn straight to the next task in line
    أظهر الإجابة

    الإجابة: A. Check they have everything, thank them and invite them back

    Check that the customer has what they need, thank them and invite them back.

14. السؤال 14 من 16

    Priya, a new cashier, says "Next!" to each customer without looking up from the till. Customers seem rushed and unhappy. What is the best change for Priya to make?

    • AAsk customers to have payment ready
    • BLook up, smile and say hello to each customer
    • CSkip the greeting to save more time
    • DSpeak louder and faster so the line moves more quickly
    أظهر الإجابة

    الإجابة: B. Look up, smile and say hello to each customer

    A greeting with eye contact and a smile tells each customer they matter. Speed alone does not make good service.

15. السؤال 15 من 16

    A customer takes a long time to decide and asks you the same question twice. What should you do?

    • ASuggest they come back once they decide
    • BChoose a product for them
    • CAsk a coworker to take over
    • DAnswer patiently and give them time
    أظهر الإجابة

    الإجابة: D. Answer patiently and give them time

    Some people need more time to speak, move or decide. Patience is part of good service.

16. السؤال 16 من 16

    You cannot leave the paint counter, but a customer asks where the garden hoses are. What is the best response?

    • ATell them you only work in paint
    • BPoint and say it's somewhere near the back of the store
    • CLeave the paint counter to take them
    • DGive clear directions and say who can help there
    أظهر الإجابة

    الإجابة: D. Give clear directions and say who can help there

    If you cannot leave your area, give clear directions and tell the customer who can help them in that part of the store.

لوحة المفاتيح: 1–4 للإجابة، وEnter للسؤال التالي.