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NSW HSC 2008 : RETAIL SERVICES

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2008 H I G H E R S C H O O L C E R T I F I C AT E E X A M I N AT I O N Retail Operations Total marks 80 S ection I General Instructions Reading time 5 minutes Working time 2 hours Write using black or blue pen Board-approved calculators may be used Write your Centre Number and Student Number at the top of pages 9, 11 and 13 Pages 2 5 15 marks Attempt Questions 1 15 Allow about 15 minutes for this section S ection II Pages 9 14 35 marks Attempt Questions 16 22 Allow about 45 minutes for this section S ection III Page 15 30 marks Attempt TWO questions from Questions 23 25 Allow about 1 hour for this section 440 Section I 15 marks Attempt Questions 1 15 Allow about 15 minutes for this section Use the multiple-choice answer sheet for Questions 1 15. 1 The cost price of a toy car is $20. The retailer marks up the goods by 200%. What is the selling price of the toy car? (A) $22 (B) $40 (C) $60 (D) $80 2 A customer is purchasing a pair of trousers. At the point of sale, the salesperson asks the customer if they would like to purchase a matching belt. Which selling strategy is being used? (A) Selling up (B) Add on sales (C) Consultative selling (D) Reflective questioning 3 Lead time refers to the time between which of the following? (A) Ordering and delivery (B) Dispatch and delivery (C) Stocktake and ordering (D) Manufacturing and dispatch 2 4 Which features are outlined in a duty statement? (A) Hours of work and rates of pay (B) Functions and roles of the position (C) Terms and conditions of the employment contract (D) Conditions of the award and organisational structure 5 Which of the following best describes specialty stores? (A) Large stores that sell a variety of goods and related items (B) Small stores that sell a particular range of goods and related items (C) Large stores divided into many departments selling leading brand names (D) Small stores that focus on convenience and stock a variety of goods and related items 6 What is the main benefit of keeping a minimum amount of stock in storage? (A) It keeps prices at their lowest. (B) It improves the gross profit of the store. (C) It creates an impression of high turnover. (D) It allows more shop floor area to be used for selling. 7 The manager decides to turn off all electronic cash registers during a storm. In this situation what is the manager complying with? (A) A regulation (B) A store policy (C) A code of practice (D) A legislative requirement 3 8 What does the pressing of the Amount Tendered button on a cash register indicate? (A) The total of the sale (B) The amount of change required (C) That a non-cash transaction is taking place (D) That a payment has been made to the operator 9 What might a typical store procedure for minimising theft include? (A) Keeping older stock at the front of displays (B) Checking customers bags upon entry to the store (C) Accepting and processing deliveries one at a time (D) Placing a do not enter sign on the store room door 10 What should a sales assistant do when a customer returns a damaged or broken item to the store? (A) Call the manufacturer (B) Ask to see the warranty (C) Assume the customer is always right (D) Question the customer to gather information 11 A point of sale (POS) operator has notified the store manager that the cash float provided to operate the register is not sufficient for a busy Saturday morning. What action should the store manager take? (A) Open up the register earlier (B) Use more POS operators during busy times (C) Increase the frequency of cash clearings from the registers (D) Monitor the situation and provide more cash when required 12 Which of the following is a benefit provided by offering gift vouchers? (A) It encourages personalised service. (B) It allows for quicker processing of discounts. (C) It encourages new customers to purchase at the store. (D) It allows customers to take more time with purchasing decisions. 4 13 Which strategy would reduce an ergonomic hazard in the workplace? (A) Learning correct manual handling procedures (B) Referral to a counsellor due to work-related stress (C) Closing a door to minimise noise from the delivery dock (D) Applying correct HAZCHEM equipment to clean up a spill 14 A customer has returned a product to the store after changing their mind about a purchase. To maintain customer loyalty what should the store offer the customer? (A) A credit note (B) A gift voucher (C) A raincheck (D) A return slip 15 What is the role of an employer association in an industrial relations system? (A) To approve enterprise agreements and awards that are made (B) To ensure that workers negotiate a fair enterprise agreement (C) To ensure that member organisations are represented in agreements with workers (D) To approve working conditions, including pay rises, without needing to go to court 5 BLANK PAGE 6 BLANK PAGE 7 BLANK PAGE 8 Board of Studies NSW 2008 2 008 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Retail Operations Centre Number Section II 35 marks Attempt Questions 16 22 Allow about 45 minutes for this section Student Number Answer the questions in the spaces provided. Marks Question 16 (4 marks) (a) Outline TWO key functions of retail organisations. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Describe the impact of technology on ONE of the key functions of retail organisations, using a relevant example. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... Question 17 (4 marks) Identify TWO types of customer objections and recommend a strategy to overcome each objection. ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... 441 9 4 BLANK PAGE 10 Board of Studies NSW 2008 2 008 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Retail Operations Centre Number Section II (continued) Student Number Marks Question 18 (5 marks) Refer to the following table to answer parts (a) (d). Product Stock at Number commencement sold of month Cost price Selling price Gross profit Net profit $80.00 $64.00 Bottled Water 200 80 $1.00 $2.00 Chocolate Bars 100 70 $0.50 $1.50 Chewing Gum 50 $0.50 $1.00 (a) $56.00 $20.00 $16.00 Calculate the value ($) of sales turnover of bottled water. 1 ............................................................................................................................... (b) Calculate the gross profit for the sale of chocolate bars. 1 ............................................................................................................................... (c) How many packets of chewing gum were sold? 1 ............................................................................................................................... (d) Explain why the gross profit and net profit figures differ. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 442 11 2 Marks Question 19 (6 marks) (a) Identify FOUR types of non-cash transactions. 2 ............................................................................................................................... ............................................................................................................................... (b) Explain the benefits to retailers of offering a range of non-cash payment options to customers. 4 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... Question 20 (4 marks) Evaluate the effectiveness of TWO strategies a retailer could use to reduce hazards in a retail store. ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... 12 Board of Studies NSW 2008 4 2 008 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Retail Operations Centre Number Section II (continued) Student Number Marks Question 21 (6 marks) (a) Explain the purpose of anti-discrimination legislation. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Describe strategies that a retailer could use to implement anti-discrimination legislation. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 443 13 4 Marks Question 22 (6 marks) (a) A customer wants to purchase a washing machine. The sales assistant needs to place an order as there are no washing machines left in stock. 2 Outline a procedure that the sales assistant could follow to order the product. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Describe methods that a sales assistant could use to develop rapport with customers. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 14 Board of Studies NSW 2008 4 2 008 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Retail Operations Section III 30 marks Attempt TWO questions from Questions 23 25 Allow about 1 hour for this section Answer each question in a SEPARATE writing booklet. Extra writing booklets are available. In your answers you will be assessed on how well you: demonstrate relevant knowledge and understanding communicate ideas and information, using precise industry terminology and appropriate workplace examples organise information in a well-reasoned and cohesive response solve proposed issues or problems Question 23 (15 marks) Evaluate techniques that can be used to close a sale and maximise future sales opportunities. Question 24 (15 marks) Evaluate procedures that a store could use to prepare for and conduct a full stocktake efficiently and accurately. Question 25 (15 marks) Evaluate strategies to prevent error, waste and theft at the point of sale. End of paper 444 15 BLANK PAGE 16 Board of Studies NSW 2008

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Additional Info : New South Wales Higher School Certificate Retail Services 2008
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