Sales Assist Compliance

Ensuring sales assistants stay compliant and knowledgeable means covering key areas of retail responsibility. These 50 essential questions test knowledge in customer service, health & safety, data protection, equality, and fraud prevention. How well does your team perform?

Question 1

What is the most important aspect of good customer service?
a) Always trying to make a sale
b) Greeting every customer with the same script
c) Understanding customer needs and providing helpful, friendly service (Correct)
d) Offering discounts to every customer

Good customer service focuses on listening to customer needs and providing assistance in a professional and friendly manner.

Question 2

Under the Consumer Rights Act 2015, what are customers entitled to if they purchase a faulty product?
a) A refund, repair, or replacement depending on the circumstances (Correct)
b) A refund only if they return it within 24 hours
c) A replacement only, regardless of the issue
d) No action unless they have a receipt

Customers are entitled to a repair, replacement, or refund if a product is faulty, not as described, or unfit for purpose.

Question 3

What should a sales assistant do if a customer is dissatisfied with a purchase?
a) Refuse to help if the customer raises their voice
b) Tell the customer that complaints should be taken to head office
c) Ask the customer to come back another day
d) Listen to their concerns, remain professional, and follow the store’s returns policy (Correct)

Remaining calm and professional while addressing complaints helps provide a positive customer experience and resolves issues efficiently.

Question 4

Which of the following is an example of poor customer service?
a) Greeting customers and offering assistance
b) Ignoring customers or providing vague and unhelpful responses (Correct)
c) Being polite and thanking customers for their purchase
d) Following up on a customer’s request for additional product information

Ignoring or being unhelpful to customers leads to dissatisfaction and poor shopping experiences.

Question 5

How should a sales assistant handle a request for a refund outside the store’s return policy?
a) Allow the refund even if it goes against company policy
b) Refuse immediately without explanation
c) Politely explain the policy and offer alternative solutions such as an exchange or store credit if applicable (Correct)
d) Ignore the request and walk away

Handling refund requests professionally while following store policies ensures consistency and fairness for all customers.

Question 6

When should a sales assistant offer additional product recommendations?
a) When it is relevant to the customer’s needs and enhances their purchase (Correct)
b) As soon as the customer walks in
c) Only when the customer is ready to pay
d) Whenever a product is on sale, regardless of customer interest

Making relevant recommendations can enhance the customer’s experience and increase sales without being pushy.

Question 7

What is the legal time frame in which a customer can return a faulty item for a full refund under the Consumer Rights Act 2015?
a) 7 days
b) 14 days
c) 30 days (Correct)
d) 60 days

Customers have a right to a full refund within 30 days if an item is faulty.

Question 8

Which behaviour is most effective when dealing with a difficult or angry customer?
a) Raising your voice to match their tone
b) Staying calm, listening to their concerns, and offering a reasonable solution (Correct)
c) Ignoring the customer until they leave
d) Arguing with the customer to prove a point

Remaining calm and professional helps to de-escalate situations and resolve issues more effectively.

Question 9

If a customer wants to make a complaint, what should a sales assistant do?
a) Ask the customer to call customer service without listening to their issue
b) Refuse to take complaints in-store
c) Tell the customer to email the company without providing details
d) Follow the store’s complaint procedure and inform a manager if necessary (Correct)

Handling complaints properly ensures customers feel heard and issues can be resolved efficiently.

Question 10

What is an example of misleading sales practice?
a) Describing an item accurately and recommending relevant products
b) Claiming a product has features it does not actually have (Correct)
c) Providing honest customer reviews
d) Helping customers compare products fairly

Misleading customers about a product’s features or benefits is unethical and illegal under consumer protection laws.

Question 1

Why is data protection important in a retail environment?
a) To make sure all customer details are available to staff
b) To prevent customer complaints about privacy
c) To protect customer information from misuse or unauthorised access (Correct)
d) To allow businesses to sell customer data for profit

Data protection ensures that personal details, such as payment information and addresses, are handled securely and legally.

Question 2

What is considered personal data under GDPR?
a) Store opening hours
b) A customer’s name, email, and payment details (Correct)
c) The price of a product
d) A store’s weekly sales report

Personal data includes any information that can identify an individual, such as names, contact details, and payment information.

Question 3

What should a sales assistant do if a customer requests access to their personal data?
a) Refer the request to a manager or the data protection officer (Correct)
b) Print out all available customer records immediately
c) Tell the customer that data cannot be shared under any circumstances
d) Ignore the request unless the customer is making a complaint

Under GDPR, individuals have the right to access their data, but such requests should be handled by authorised personnel.

Question 4

Which of the following is an example of a GDPR breach in a retail store?
a) Storing employee payroll details securely in a locked cabinet
b) Asking a customer for their contact details to complete an online order
c) Leaving customer payment receipts visible to the public (Correct)
d) Using an encrypted system to store customer information

Exposing sensitive customer details, such as payment records, is a breach of GDPR and could result in legal consequences.

Question 5

How long should a retail business keep customer data?
a) Indefinitely, for future marketing use
b) Until the customer asks for their data to be deleted
c) A minimum of 10 years, regardless of use
d) Only for as long as necessary for the original purpose (Correct)

GDPR requires businesses to keep personal data only for as long as it is necessary for its intended purpose.

Question 6

What should you do if you receive an email from an unknown sender asking for customer records?
a) Reply with the requested details to avoid conflict
b) Report the email to your manager and do not respond (Correct)
c) Forward the email to colleagues for their opinion
d) Delete the email without informing anyone

Suspicious emails requesting customer data could be phishing attempts, and they should be reported immediately.

Question 7

How can a retail store protect customer data from cyber threats?
a) Keeping all customer records in an open file on the till system
b) Allowing all staff to share login details to speed up work
c) Using strong passwords, encryption, and limiting access to data (Correct)
d) Using customer names and birthdays as passwords for security

Retail stores must implement secure data protection measures, such as encryption and restricted access, to prevent cyber threats.

Question 8

What should happen if a customer requests to have their personal data removed from a store’s system?
a) Their request should be processed in accordance with GDPR’s “Right to be Forgotten” (Correct)
b) The store should deny the request
c) The data should be deleted immediately without checking policies
d) Customers are not allowed to request data deletion

GDPR gives individuals the right to request the deletion of their personal data under certain conditions.

Question 9

Which of the following is a secure way to dispose of physical records containing customer data?
a) Placing them in a general waste bin
b) Leaving them on a desk for collection later
c) Shredding or securely destroying the documents (Correct)
d) Storing them in an unlocked drawer

Physical records containing customer data should always be securely shredded to prevent unauthorised access.

Question 10

What should a sales assistant do if they suspect a data breach has occurred?
a) Assume the issue will resolve itself
b) Wait to see if customers complain before taking action
c) Delete any relevant records to avoid blame
d) Report it immediately to the data protection officer or manager (Correct)

Data breaches must be reported immediately to ensure proper action is taken to minimise risks and comply with GDPR requirements.

Question 1

What is the main purpose of the Equality Act 2010?
a) To ensure all customers pay the same price for products
b) To prevent discrimination and promote fair treatment in workplaces and services (Correct)
c) To encourage businesses to hire only certain types of employees
d) To allow companies to set their own discrimination policies

The Equality Act 2010 protects individuals from discrimination based on protected characteristics in employment and customer service.

Question 2

Which of the following is an example of direct discrimination in a retail store?
a) Offering a discount to all customers
b) Using diverse advertising materials
c) Providing accessible ramps at store entrances
d) Refusing to serve a customer because of their disability (Correct)

Direct discrimination occurs when a person is treated unfairly because of a protected characteristic, such as disability, race, or gender.

Question 3

How can retail staff create an inclusive shopping environment for customers?
a) Providing equal service to all customers, ensuring accessibility, and using inclusive language (Correct)
b) Avoiding interactions with certain customers
c) Offering different levels of service based on appearance
d) Only assisting customers who ask for help

An inclusive environment ensures that all customers feel welcomed, valued, and have equal access to services.

Question 4

Which of the following is a protected characteristic under the Equality Act 2010?
a) Height
b) Hair colour
c) Pregnancy and maternity (Correct)
d) Shopping preferences

Protected characteristics include age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

Question 5

A colleague regularly makes offensive jokes about a customer’s nationality. What should you do?
a) Laugh along to avoid tension
b) Report it to a manager or follow the company’s anti-harassment policy (Correct)
c) Ignore it unless the customer complains
d) Assume it’s just friendly banter

Workplace discrimination and harassment should always be reported and addressed to ensure a respectful environment for staff and customers.

Question 6

What is an example of reasonable adjustments for disabled customers in a retail store?
a) Keeping aisles narrow to maximise shelf space
b) Serving disabled customers only during quiet hours
c) Asking disabled customers to shop online instead
d) Installing ramps, providing assistance, and ensuring accessible changing rooms (Correct)

Retailers must make reasonable adjustments to remove barriers and ensure equal access to goods and services for disabled customers.

Question 7

What should an employee do if they witness a colleague being treated unfairly due to their religion?
a) Speak to a manager or HR to report the incident (Correct)
b) Ignore it to avoid getting involved
c) Tell the colleague to handle it themselves
d) Join in to avoid standing out

Everyone has a responsibility to challenge discrimination and ensure fair treatment in the workplace.

Question 8

Why is unconscious bias a concern in retail?
a) It has no impact on customer experiences
b) It only affects people in senior positions
c) It can affect hiring decisions and customer service without staff realising it (Correct)
d) It is a deliberate act of discrimination

Unconscious bias refers to unintentional preferences or stereotypes that can impact workplace interactions and customer service.

Question 9

Which of the following is an example of inclusive customer service?
a) Using gender-neutral language and treating all customers with respect (Correct)
b) Making assumptions about what customers can afford
c) Offering different levels of service based on a customer’s background
d) Only addressing customers who ask for help

Using respectful and inclusive language ensures all customers feel valued and welcomed.

Question 10

What should a store do to promote an inclusive workplace culture?
a) Focus only on customer service, not employee well-being
b) Avoid diversity discussions to prevent conflict
c) Hire only people from similar backgrounds to maintain consistency
d) Train staff on equality and diversity, encourage open discussions, and implement clear anti-discrimination policies (Correct)

Creating an inclusive workplace involves training, clear policies, and fostering a culture of respect for all employees and customers.

Question 1

Who is responsible for health and safety in a retail environment?
a) Only the store manager
b) Only the health and safety officer
c) Every employee, including sales assistants (Correct)
d) Only head office staff

All employees have a responsibility to follow health and safety procedures and report hazards to keep the workplace safe.

Question 2

What is the purpose of a risk assessment in retail?
a) To assess employee performance
b) To identify potential hazards and prevent accidents (Correct)
c) To ensure customers follow store rules
d) To check stock levels

Risk assessments help identify hazards, allowing businesses to take action to prevent accidents and injuries.

Question 3

What should a sales assistant do if they notice a spill on the shop floor?
a) Warn only staff members, not customers
b) Walk past and assume someone else will handle it
c) Block off the area but take no further action
d) Clean it up immediately or report it to the appropriate person (Correct)

Slips and trips are a common hazard in retail. Spills should be cleaned or reported immediately to prevent accidents.

Question 4

Which of the following is an example of good manual handling practice?
a) Bending at the waist to lift heavy items
b) Keeping a straight back, bending at the knees, and lifting with the legs (Correct)
c) Twisting while carrying a heavy object
d) Carrying multiple heavy boxes at once to save time

Using the correct lifting technique reduces the risk of back injuries and other strains.

Question 5

What is the safest way to store heavy stock in a retail environment?
a) On the highest shelf to save space
b) Spread out randomly in different areas
c) Near the entrance for easy access
d) On lower shelves to prevent falls and injuries (Correct)

Heavy stock should be stored on lower shelves to reduce the risk of falling items and injuries.

Question 6

How should an employee respond to a fire alarm in a store?
a) Follow the fire evacuation procedure and guide customers to the nearest exit (Correct)
b) Ignore it unless there is visible smoke
c) Wait for a manager to confirm the fire before evacuating
d) Quickly return to the stockroom before leaving

Following the store’s fire evacuation procedure ensures a safe and orderly exit for both staff and customers.

Question 7

What should a sales assistant do if they witness a workplace accident?
a) Only report it if the injury is serious
b) Tell the injured person to go home and rest
c) Report it to a manager and ensure it is recorded in the accident log (Correct)
d) Wait until the end of the shift to inform someone

All workplace accidents should be reported and logged, no matter how minor, to maintain safety records and prevent future incidents.

Question 8

What type of signage should be used to warn customers and staff about a wet floor?
a) A yellow “Caution: Wet Floor” sign (Correct)
b) A handwritten note
c) A verbal warning to nearby staff only
d) No sign is necessary if the spill is small

Clear signage warns people of hazards, helping to prevent slips and falls.

Question 9

What should employees do if they experience symptoms of illness while working in a retail store?
a) Take a break and return to work without telling anyone
b) Continue working to avoid disrupting the shift
c) Inform a colleague but not the manager
d) Report their symptoms to a manager and follow sickness policies (Correct)

Employees should report illness to prevent the spread of infections, particularly in customer-facing roles.

Question 10

Which of the following is a key part of fire safety in retail?
a) Placing stock in front of fire extinguishers to save space
b) Locking fire doors to prevent theft
c) Keeping fire exits clear and ensuring all staff know emergency procedures (Correct)
d) Only testing fire alarms once a year

Fire exits should always be clear, and staff should be trained in emergency procedures to ensure safety during a fire.

Question 1

What is the most common type of theft in retail stores?
a) Shoplifting (Correct)
b) Theft by suppliers
c) Robbery at closing time
d) Fraudulent refunds

Shoplifting is one of the most frequent types of theft in retail, where customers attempt to take items without paying.

Question 2

Which of the following is an example of internal (staff) theft?
a) Customers hiding items inside their bags
b) Employees offering excellent discounts to customers
c) Employees taking stock or cash without authorisation (Correct)
d) A supplier failing to deliver items on time

Internal theft occurs when employees take stock, cash, or company property without permission.

Question 3

What should a sales assistant do if they witness a customer attempting to steal?
a) Confront the customer immediately
b) Follow store policy by discreetly informing a manager or security staff (Correct)
c) Physically restrain the customer
d) Ignore the situation to avoid confrontation

Staff should never confront suspected shoplifters directly but must follow store protocols for reporting incidents to management or security.

Question 4

How can a sales assistant help prevent fraud at the checkout?
a) Ignoring suspicious transactions to avoid delays
b) Accepting all forms of payment without verification
c) Allowing large refunds without a receipt
d) Checking banknotes, verifying card signatures, and refusing suspicious payments (Correct)

Being alert to payment fraud helps prevent financial losses and ensures transactions are genuine.

Question 5

Which behaviour might indicate a potential shoplifter?
a) Nervousness, avoiding eye contact, and frequently looking around (Correct)
b) Asking staff for product recommendations
c) Shopping with family members
d) Wearing expensive clothing

While not always conclusive, certain behaviours such as nervousness, excessive loitering, or avoiding staff may indicate potential theft risks.

Question 6

What should a sales assistant do if they notice a fake banknote?
a) Ask the customer to pay with another note without reporting it
b) Accept it to avoid confrontation
c) Follow store procedures, refuse the note, and report it to a manager (Correct)
d) Keep the note and return it at the end of the shift

Retailers must follow strict procedures when dealing with counterfeit notes, including reporting them to the appropriate authorities.

Question 7

Which of the following is an example of return fraud?
a) Exchanging a faulty item for a replacement
b) A customer attempting to return stolen goods for a refund (Correct)
c) Requesting a refund for an item with a valid receipt
d) Returning an unopened item within the store’s policy period

Return fraud occurs when customers attempt to gain refunds or store credit for items they did not purchase legitimately.

Question 8

How can a store reduce the risk of employee theft?
a) Keeping no record of stock movement
b) Trusting all employees without any monitoring
c) Allowing employees to handle cash unsupervised
d) Implementing security cameras, stock checks, and clear loss prevention policies (Correct)

Security measures, including stock checks and monitoring, help prevent internal theft while maintaining trust in the workplace.

Question 9

What should an employee do if they receive a suspicious phone call asking for store financial details?
a) Provide the requested details if the caller sounds professional
b) Refuse to share information and report the call to a manager (Correct)
c) Call the number back after checking online
d) Assume it is safe if the caller claims to be from head office

Fraudsters may attempt to gather sensitive business information through phone scams, so employees must report suspicious calls immediately.

Question 10

Why is it important to regularly check stock levels in a retail store?
a) To detect losses quickly and identify possible theft or fraud (Correct)
b) To avoid ordering new products
c) To ensure employees have less work to do
d) To make the store look tidy

Regular stock checks help identify missing items, track potential theft, and ensure inventory accuracy.

Want a structured way to test and improve your staff’s knowledge? Our tailored quizzes cover all key areas. Get in touch to see how we can help!

Colin King – CEO of HR Quizzes