Retail Customer Service Course: Product knowledge and honest selling

1. Pergunta 1 de 16

   Which statement describes a benefit rather than a feature?

   • A"The jacket has three pockets."
   • B"You'll stay dry walking to work in the rain."
   • C"The jacket is waterproof and has taped seams."
   • D"The jacket is made of nylon."
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   Resposta: B. "You'll stay dry walking to work in the rain."

   A feature is a fact about the product. A benefit is what that feature does for the customer, such as keeping them dry.

2. Pergunta 2 de 16

   A customer asks a product question and you do not know the answer. What should you do?

   • ATell them to search online at home
   • BGive your best guess so the customer doesn't have to wait
   • CSay you'll find out, then check the label or a coworker
   • DChange the subject to another product
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   Resposta: C. Say you'll find out, then check the label or a coworker

   Never guess. A wrong answer can lead to a bad purchase, a return or a complaint.

3. Pergunta 3 de 16

   Which is a good way to build your product knowledge?

   • ALearn only the products that are on sale
   • BWait for customers to ask before learning
   • CRead labels and manuals and ask experienced coworkers
   • DRely on what customers tell you about the products they bought
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   Resposta: C. Read labels and manuals and ask experienced coworkers

   Labels, tags, manuals and experienced coworkers are reliable ways to learn what you sell and how it works.

4. Pergunta 4 de 16

   A customer is buying a battery-powered toy that does not include batteries. Which suggestion is helpful and not pushy?

   • AAdd batteries to the sale without asking
   • BSay the toy will break without the store's extended warranty
   • CKeep offering a gift card until they agree
   • DMention once that batteries are needed and show where
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   Resposta: D. Mention once that batteries are needed and show where

   Suggesting a related item that fits the need is helpful when you offer once, explain why, and accept no without pressure.

5. Pergunta 5 de 16

   According to the Competition Bureau, who can be held responsible for what a salesperson tells customers?

   • AThe business
   • BNo one, if it was only said aloud
   • CThe customer, who should check facts
   • DOnly the product's manufacturer
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   Resposta: A. The business

   The Competition Bureau warns that businesses can be held responsible for what their employees say, so sales staff should know the rules.

6. Pergunta 6 de 16

   A lamp's box shows $49.99, and the in-store display sign shows $44.99. Under the Competition Act's double ticketing rule, what is the most the customer can be charged?

   • A$49.99, the price on the box itself
   • B$47.49, halfway between the two
   • C$44.99
   • DWhatever price the till scans
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   Resposta: C. $44.99

   Section 54 says a product may not be sold for more than the lowest of two or more prices clearly shown, including on an in-store display.

7. Pergunta 7 de 16

   A store advertises a price, then adds a mandatory "service fee" at the till. Under the Competition Act, when is an extra charge like this allowed on top of an advertised price?

   • AOnly if it is a government charge, such as sales tax
   • BWhenever staff mention it at the till
   • CWhenever the fee is printed clearly on the customer's receipt
   • DWhenever the fee is under $5
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   Resposta: A. Only if it is a government charge, such as sales tax

   This is drip pricing. An advertised price must be reachable; only government-imposed charges such as sales tax may be added.

8. Pergunta 8 de 16

   A coworker tells customers a phone case "will survive any drop". What does the Competition Bureau say about claims like this?

   • AThey must be backed by an adequate and proper test
   • BOnly written claims count, not spoken ones
   • CThey are fine as long as most customers seem to believe them
   • DThey are allowed if the fine print disagrees
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   Resposta: A. They must be backed by an adequate and proper test

   Performance claims about a product's performance or lifespan must be based on an adequate and proper test.

9. Pergunta 9 de 16

   When may a store call a price the "regular price"?

   • AWhen the item was at that price for at least one day
   • BWhenever it is the manufacturer's suggested list price, even if the store never charged it
   • CWhen it was offered in good faith for a substantial period, or sold in substantial volume
   • DWhenever the sale price is lower than it
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   Resposta: C. When it was offered in good faith for a substantial period, or sold in substantial volume

   The Competition Bureau says "regular price" must be real, and a manufacturer's suggested list price should not be called the regular price.

10. Pergunta 10 de 16

    What is "bait and switch" under the Competition Act?

    • ACharging the higher of two marked prices
    • BSwapping a customer's item at the till
    • CAdvertising a bargain price without having reasonable quantities
    • DShowing a different colour in the ad than the one the store actually sells
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    Resposta: C. Advertising a bargain price without having reasonable quantities

    Section 74.04 covers advertising a product at a bargain price that the business does not supply in reasonable quantities.

11. Pergunta 11 de 16

    A customer is upset that an advertised sale blender has sold out. Your store offers rain checks. What does the rain check give the customer?

    • AA discount on a blender at another store
    • BA full refund of the flyer price in cash
    • CThe sale price on every other item in the store for the rest of the week
    • DThe same or an equal item at the sale price within a reasonable time
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    Resposta: D. The same or an equal item at the sale price within a reasonable time

    Supplying the same or an equivalent product at the bargain price within a reasonable time to customers who asked is a defence under section 74.04.

12. Pergunta 12 de 16

    Which statement about the Scanner Price Accuracy Code is correct?

    • AIt sets the highest price a store may charge
    • BIt is voluntary and administered by the Retail Council of Canada
    • CIt is a provincial rule for grocery stores only
    • DIt is a federal law, enforced by police, that every store must follow
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    Resposta: B. It is voluntary and administered by the Retail Council of Canada

    Retailers take part voluntarily. The Retail Council of Canada administers the code, and the Competition Bureau has endorsed it.

13. Pergunta 13 de 16

    Your store follows the Scanner Price Accuracy Code. A box of crackers with no price tag is $4.29 on the shelf sign but scans at $4.99. What does the customer get?

    • AThe crackers for $4.29
    • BA $0.70 refund of the difference
    • CThe crackers free
    • D$10 off their whole bill
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    Resposta: C. The crackers free

    Under the code, an untagged item that scans higher than the displayed price is free when its correct price is less than $10.

14. Pergunta 14 de 16

    Your store follows the Scanner Price Accuracy Code. An untagged blender's shelf price is $59.99, but it scans at $64.99. What does the customer pay?

    • A$49.99
    • B$54.99
    • C$59.99
    • D$0.00
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    Resposta: A. $49.99

    When the correct price is more than $10, the customer gets $10 off the correct price: $59.99 − $10 = $49.99.

15. Pergunta 15 de 16

    Under the Scanner Price Accuracy Code, which situation does the free-or-$10-off rule cover?

    • AAny item that scans at a lower price than the price on the shelf
    • BAn item whose sale price ended yesterday
    • CAn item the customer saw cheaper elsewhere
    • DAn untagged item that scans higher than its displayed price
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    Resposta: D. An untagged item that scans higher than its displayed price

    The code's rule applies when an item without a price tag scans at a higher price than the price displayed.

16. Pergunta 16 de 16

    Your store follows the Scanner Price Accuracy Code. What should the customer receive?

    A customer comes back to the till and says: "The shelf sign says $12.49 for this hand soap, but you charged me $13.99. Your store has the scanner code sign at the door."

    The soap has no price tag, and the shelf sign does say $12.49.

    • A$10 off the correct price, so it costs $2.49
    • BA refund of $1.50, the difference between prices
    • CThe soap for free, because it has no price tag
    • D$10 off the scanned price, so it costs $3.99
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    Resposta: A. $10 off the correct price, so it costs $2.49

    The correct price, $12.49, is more than $10, so the customer gets $10 off the correct price: $12.49 − $10 = $2.49.

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