Smart Sales Staffing

Ensuring your sales team stays sharp involves covering all aspects from hiring to sales performance. These 50 essential questions help evaluate knowledge in areas such as interviewing, onboarding, compliance, anonymous feedback, and exit procedures. How well does your team perform?

Question 1:

What is the primary goal of active listening in sales?
a. To control the conversation.
b. To respond quickly with a solution.
c. To understand the customer’s needs. (Correct)
d. To promote the most expensive product.

Active listening helps you identify the customer’s true needs, building trust and rapport.

Question 2:

When approaching a customer, what is the best way to start a conversation?
a. “Can I help you find something today?”
b. “Hi, do you want to buy something?”
c. “We have discounts if you buy now.”
d. “Good afternoon, what brings you in today?” (Correct)

A friendly and open question encourages customers to engage with you comfortably.

Question 3:

What is the most effective way to handle a customer objection?
a. Ignore it and continue with your pitch.
b. Listen, acknowledge, and provide a solution. (Correct)
c. Offer a discount immediately.
d. Argue politely with the customer.

Addressing objections shows you’re listening and helps build customer confidence.

Question 4:

What does “upselling” mean in sales?
a. Selling a higher-value or premium version of a product. (Correct)
b. Selling an alternative product to the customer.
c. Adding unrelated items to the sale.
d. Offering discounts to close the sale quickly.

Upselling involves encouraging customers to consider a premium option to meet their needs.

Question 5:

Under UK consumer law, what is the legal cooling-off period for online or distance sales?
a. 7 days
b. 14 days (Correct)
c. 21 days
d. 30 days

UK law grants customers a 14-day cooling-off period to cancel online or distance purchases and receive a refund.

Question 6:

Why is it important to ask open-ended questions in sales?
a. To make the conversation longer.
b. To close the sale faster.
c. To reduce the need for follow-up questions.
d. To encourage the customer to provide more information. (Correct)

Open-ended questions help uncover valuable information about the customer’s needs and preferences.

Question 7:

What is a key sign that a customer is ready to buy?
a. They ask about product features and benefits. (Correct)
b. They avoid eye contact.
c. They keep looking at other products.
d. They stop engaging in conversation.

Asking detailed questions often signals a customer’s growing interest in purchasing.

Question 8:

What is the best approach for handling a customer who is comparing your prices with a competitor’s?
a. Argue that your competitor’s products are inferior.
b. Emphasize the unique value and benefits of your product. (Correct)
c. Match the competitor’s price immediately.
d. Dismiss their concerns and move on.

Highlighting the unique value of your product can help shift focus away from price alone and reinforce its benefits.

Question 9:

Which of the following best defines cross-selling?
a. Selling an unrelated product.
b. Selling multiple products at full price.
c. Recommending complementary products. (Correct)
d. Promoting premium versions of the same product.

Cross-selling involves suggesting related items that enhance the customer’s experience.

Question 10:

What should you do if a customer says, “I need to think about it”?
a. Ask what concerns they have and offer to help. (Correct)
b. Immediately walk away to avoid pressure.
c. Tell them they need to decide quickly.
d. Suggest they come back next week.

Addressing concerns shows you care about the customer’s decision and can guide them further.

Question 1:

What is the most effective way to handle a customer who requests a price match with a competitor?
a. Immediately match the price to secure the sale.
b. Offer a discount on a different product instead.
c. Decline the request and suggest they purchase from the competitor.
d. Politely explain the store’s price match policy, if applicable, and verify the competitor’s price. (Correct)

Following the store’s price match policy ensures fairness while maintaining customer trust.

Question 2:

How should you respond to a customer who looks unsure or hesitant?
a. Leave them alone until they call for help.
b. Offer assistance with a friendly, open question. (Correct)
c. Ask them to decide quickly.
d. Tell them about the most expensive products.

A friendly, helpful approach can make customers feel comfortable and supported.

Question 3:

If a customer complains about a faulty product, what is your first step?
a. Apologise and listen to their concern. (Correct)
b. Tell them it’s not your fault.
c. Ask them to leave the store.
d. Tell them to contact the manufacturer directly.

Listening and apologising show empathy, which helps de-escalate customer frustrations.

Question 4:

What is the best way to handle a situation where a customer becomes confrontational about a refund policy?
a. Refer them to your manager immediately without explanation.
b. Argue with the customer to defend the store’s policy.
c. Calmly explain the policy and offer alternative solutions if possible. (Correct)
d. Issue a refund regardless of the policy to avoid conflict.

Explaining the policy calmly and offering alternatives demonstrates professionalism and empathy while adhering to company guidelines.

Question 5:

How can you show active listening when a customer is talking?
a. Avoiding eye contact to stay neutral.
b. Interrupting to give your opinion.
c. Looking around the store while they talk.
d. Nodding, making eye contact, and summarising their concerns. (Correct)

Active listening shows you value the customer’s input and understand their needs.

Question 6:

What is the best way to handle a customer who is angry or upset?
a. Stay calm, listen carefully, and resolve their issue. (Correct)
b. Match their tone to show you understand.
c. Ignore them until they calm down.
d. Ask them to come back another time.

Staying calm and focused helps resolve issues while keeping the situation under control.

Question 7:

What does “going the extra mile” mean in customer service?
a. Selling the most expensive product.
b. Providing exceptional service beyond expectations. (Correct)
c. Completing your tasks as quickly as possible.
d. Offering discounts to every customer.

Exceeding expectations builds customer loyalty and leaves a positive impression.

Question 8:

Why is it important to know the products you’re selling?
a. So you can focus only on high-profit items.
b. To push products customers don’t want.
c. To avoid talking to customers for too long.
d. To answer customer questions confidently and accurately. (Correct)

Product knowledge helps you provide accurate information and better recommendations.

Question 9:

How should you handle a situation where a regular customer complains about a lack of recognition or loyalty benefits?
a. Apologize, thank them for their loyalty, and inform them about current or upcoming loyalty programs. (Correct)
b. Offer them a personal discount to resolve the issue immediately.
c. Ignore their complaint to avoid setting expectations for others.
d. Suggest they speak to the manager instead.

Acknowledging loyalty and informing customers about benefits helps maintain their trust and satisfaction.

Question 10:

How can you ensure a positive experience for customers at checkout?
a. Avoid eye contact and focus only on the transaction.
b. Smile, engage politely, and thank them for their purchase. (Correct)
c. Complete the transaction as quickly as possible.
d. Talk to your co-workers while serving the customer.

A friendly, polite checkout experience leaves customers with a lasting positive impression.

Question 1

Which of the following is a legal requirement when selling age-restricted products such as alcohol, tobacco, or lottery tickets?
A) Ask for ID only if the customer looks under 16
B) Only refuse service if you know for certain they are underage
C) Always check ID if the customer appears under 25 (Correct)
D) Serve the item but warn them they should be over 18

The Challenge 25 policy ensures that anyone who looks under 25 must provide valid ID to confirm they are legally old enough to buy restricted products.

Question 2

What should you do if a customer tries to pay with a high-value banknote (£50 or more) and you suspect it might be counterfeit?
A) Hold it up to the light and check security features before deciding (Correct)
B) Politely refuse and explain why you can’t accept it
C) Accept it to avoid conflict
D) Call the police immediately

Checking the note’s security features (such as holograms, raised print, or watermarks) is the correct first step before refusing or accepting payment.

Question 3

Which of the following is an example of ethical sales behaviour?
A) Persuading a customer to buy an expensive item they don’t need
B) Withholding important product details to encourage a sale
C) Refusing refunds under any circumstance, even if the product is faulty
D) Providing accurate product information to help the customer make an informed decision (Correct)

Ethical sales involve honesty, transparency, and prioritising customer needs over pushing unnecessary sales.

Question 4

A customer returns an item and claims it is faulty. What should you do?
A) Immediately give them a full refund without checking
B) Politely check the item and follow the store’s return policy (Correct)
C) Refuse the return and tell them all sales are final
D) Offer a refund only if they buy something else

Consumer rights laws require businesses to refund or replace faulty goods, but store policies may outline specific procedures.

Question 5

What is the best way to prevent theft in a retail store?
A) Watch every customer closely and follow them around the store
B) Ignore customers and let security handle it
C) Politely acknowledge customers and maintain good visibility of stock (Correct)
D) Search customers’ bags if you suspect them of stealing

A customer-focused approach (greeting customers and making eye contact) discourages theft while maintaining a positive shopping experience.

Question 6

What should you do if a fire alarm sounds while you’re on shift?
A) Follow the store’s emergency evacuation procedure immediately (Correct)
B) Continue serving customers until a manager confirms an evacuation
C) Wait to see if it’s a real emergency before reacting
D) Ignore it unless you see smoke

Fire alarms should always be treated as real until confirmed otherwise. Quick and safe evacuation is the priority.

Question 7

Which of these workplace health and safety rules is most important when handling heavy stock?
A) Bend your back as much as possible to lift items
B) Always lift with your legs, not your back (Correct)
C) Ask customers to help if the item is too heavy
D) Ignore safety rules if you’re in a rush

Proper manual handling techniques prevent injuries. Bending at the knees instead of the back reduces strain.

Question 8

A customer is being aggressive and verbally abusive toward you. What is the best way to handle the situation?
A) Ask another customer to intervene
B) Argue back to defend yourself
C) Ignore them and hope they leave
D) Stay calm, avoid escalating the situation, and seek help if needed (Correct)

De-escalation is key. Stay professional, and if necessary, involve a manager or security staff.

Question 9

What should you do if you see a spill on the shop floor?
A) Walk around it and let someone else handle it
B) Immediately clean it up or place a warning sign if you can’t (Correct)
C) Ignore it unless a manager tells you to clean it
D) Wait for a customer to complain before taking action

Slips and trips are a major workplace hazard. If you can’t clean a spill right away, a warning sign should be used to prevent accidents.

Question 10

What is the legal maximum number of hours a sales assistant can work in a single day under standard UK employment law (without voluntary overtime or special agreements)?
A) 8 hours
B) 10 hours
C) 12 hours
D) 13 hours (Correct)

UK working time regulations state that the legal maximum is 13 hours per day, with required rest breaks and a minimum of 11 hours rest between shifts.

Question 1

How well did your training prepare you for your role?
A) Very well – I felt confident from the start
B) Somewhat – but I had to learn a lot on the job
C) Not very well – I struggled with certain aspects
D) Not at all – I felt completely unprepared

Question 2

How supported did you feel by your colleagues and management?
A) Very supported – my team was always there to help
B) Somewhat supported – but I often had to manage on my own
C) Rarely supported – I struggled to get help when I needed it
D) Not at all – I felt completely unsupported

Question 3

What was the biggest challenge you faced in this job?
A) Meeting sales targets and expectations
B) Dealing with difficult customers
C) Managing workload during busy periods
D) Poor communication or lack of leadership

Question 4

Did you feel your work schedule and shifts were fair?
A) Yes – I had a good balance of hours and time off
B) Mostly – but sometimes I felt overworked
C) Not really – I struggled with shift patterns
D) No – I had very little work-life balance

Question 5

Did you feel that your work was valued and appreciated?
A) Yes – I was regularly recognized for my efforts
B) Sometimes – but only when I went above and beyond
C) Rarely – I didn’t feel much appreciation for my work
D) No – I felt like just another number

Question 6

How clear was the communication from management about expectations and store policies?
A) Very clear – I always knew what was expected
B) Somewhat clear – but I occasionally had to ask for clarification
C) Not very clear – I often felt unsure about policies
D) Very unclear – I rarely received important updates

Question 7

Did you feel there were opportunities for growth or promotion within the company?
A) Yes – I saw clear opportunities for advancement
B) Somewhat – but it wasn’t clear how to progress
C) Rarely – promotions were very limited
D) No – there was no real career growth in this role

Question 8

What did you enjoy most about working here?
A) My colleagues – I liked working with the team
B) The customers – I enjoyed interacting with people
C) Learning new skills – I gained useful experience
D) The staff discounts or perks

Question 9

What one thing would have made your experience working here better?
A) More support and better leadership
B) A more flexible or fair work schedule
C) Higher pay or better benefits
D) More career progression opportunities

Question 10

Would you recommend this company as a good place to work?
A) Yes – I had a good experience overall
B) Maybe – it depends on the person
C) Not really – there are things that need improving
D) No – I wouldn’t recommend it based on my experience

Question 1

How well did your training prepare you for your role?
A) Very well – I felt confident from the start
B) Somewhat – but I had to learn a lot on the job
C) Not very well – I struggled with certain aspects
D) Not at all – I felt completely unprepared

Question 2

How supported did you feel by your colleagues and management?
A) Very supported – my team was always there to help
B) Somewhat supported – but I often had to manage on my own
C) Rarely supported – I struggled to get help when I needed it
D) Not at all – I felt completely unsupported

Question 3

What was the biggest challenge you faced in this job?
A) Meeting sales targets and expectations
B) Dealing with difficult customers
C) Managing workload during busy periods
D) Poor communication or lack of leadership

Question 4

Did you feel your work schedule and shifts were fair?
A) Yes – I had a good balance of hours and time off
B) Mostly – but sometimes I felt overworked
C) Not really – I struggled with shift patterns
D) No – I had very little work-life balance

Question 5

Did you feel that your work was valued and appreciated?
A) Yes – I was regularly recognized for my efforts
B) Sometimes – but only when I went above and beyond
C) Rarely – I didn’t feel much appreciation for my work
D) No – I felt like just another number

Question 6

How clear was the communication from management about expectations and store policies?
A) Very clear – I always knew what was expected
B) Somewhat clear – but I occasionally had to ask for clarification
C) Not very clear – I often felt unsure about policies
D) Very unclear – I rarely received important updates

Question 7

Did you feel there were opportunities for growth or promotion within the company?
A) Yes – I saw clear opportunities for advancement
B) Somewhat – but it wasn’t clear how to progress
C) Rarely – promotions were very limited
D) No – there was no real career growth in this role

Question 8

What did you enjoy most about working here?
A) My colleagues – I liked working with the team
B) The customers – I enjoyed interacting with people
C) Learning new skills – I gained useful experience
D) The staff discounts or perks

Question 9

What one thing would have made your experience working here better?
A) More support and better leadership
B) A more flexible or fair work schedule
C) Higher pay or better benefits
D) More career progression opportunities

Question 10

Would you recommend this company as a good place to work?
A) Yes – I had a good experience overall
B) Maybe – it depends on the person
C) Not really – there are things that need improving
D) No – I wouldn’t recommend it based on my experience

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