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NSW HSC 2009 : RETAIL SERVICES

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2009 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 Services 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 21 Allow about 45 minutes for this section S ection III Pages 15 16 30 marks Attempt Question 22 Attempt ONE other question 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 What type of sales technique is being used when a salesperson suggests a customer purchase a more expensive item than originally selected? (A) Selling up (B) Add-on sales (C) Follow-up sale (D) Consultative selling 2 Jesse responded to a customer by saying, So you are after a gift for your grandmother s birthday? What type of question is Jesse using? (A) Active (B) Open (C) Reflective (D) Rhetorical 3 Which of the following describes sales that occur face to face in a place other than a fixed retail location? (A) E-commerce (B) Hypermarket (C) Direct selling (D) Telemarketing 2 4 A customer wants to purchase a sale item that is currently out of stock. Which of the following should the salesperson offer? (A) Lay-by (B) Raincheck (C) Store card (D) Gift voucher 5 Under supervision you will be required to: Order stock and input information into the store computer system Organise and maintain back dock area What is this an example of? (A) A work plan (B) A work schedule (C) A job description (D) A duty statement 6 Which organisation administers and enforces the Occupational Health and Safety Act within NSW? (A) Australian Retailers Association of NSW (B) NSW Department of Fair Trading (C) Small Business Council of NSW (D) WorkCover NSW 7 What is the main reason for having regular cash clearances from the register? (A) To minimise security risks (B) To undertake daily banking (C) To provide cash for EFTPOS withdrawals (D) To conduct spot checks of the register balance 3 8 How much change will a customer receive from a $50 note, for a purchase of $28.11? (A) $21.85 (B) $21.89 (C) $21.90 (D) $22.89 9 A store conducts random locker checks with the relevant employees present. What is the main aim of this policy? (A) To minimise internal theft (B) To meet OHS requirements (C) To maintain a secure worksite (D) To uphold employees rights to privacy 10 What is the main purpose of a plan-o-gram? (A) To inform retailers of slow selling lines (B) To determine the location of products in the store (C) To organise and schedule deliveries of incoming stock (D) To show how products should be displayed on a shelf 11 Which of the following is the correct sequence for lifting stock? (A) Grip the load, bend your knees, hold the load close to your body, lift steadily (B) Size up the load, move close to the load, bend your knees, raise the load (C) Move close to the load, bend your knees, size up the load, keep your head up, lift the load (D) Move close to the load, bend your knees, size up the load, lift and twist your body to move 4 12 What is the main benefit of the FIFO principle? (A) It minimises loss through shrinkage (B) It ensures shelves are always fully stocked (C) It allows for the monitoring of slow moving lines (D) It enables perishable items to be stored immediately 13 The meat slicer in the delicatessen department of a store has a faulty blade. What is the response to this problem at Level 1 in the hierarchy of risk control? (A) Remove the equipment (B) Replace the blade on the slicer (C) Introduce safe working procedures (D) Notify the delicatessen manager that the slicer is faulty 14 While stocking shelves, a retail employee notices a customer concealing chocolate bars in their clothing. What immediate action should the employee take? (A) Inform the supervisor (B) Offer the customer service (C) Lead the customer from the store (D) Ask the customer to return the goods 15 What is the main advantage of using electronic article surveillance (EAS)? (A) It allows electronic tracking of items. (B) It provides security footage from hidden cameras. (C) It minimises theft of items that are easy to conceal. (D) It completes automatic reordering when stock levels are low. 5 BLANK PAGE 6 BLANK PAGE 7 BLANK PAGE 8 Board of Studies NSW 2009 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Retail Services Centre Number Section II 35 marks Attempt Questions 16 21 Allow about 45 minutes for this section Student Number Answer the questions in the spaces provided. Question 16 (4 marks) (a) Recommend a suitable greeting a retail assistant could use that includes both verbal and non-verbal communication. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Provide an example of how stereotyping can be a barrier to effective communication with customers. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 441 9 2 Question 17 (6 marks) Recommend THREE strategies retailers can use to be environmentally responsible. ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... 10 Board of Studies NSW 2009 6 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Retail Services Centre Number Section II (continued) Student Number Question 18 (4 marks) Australian supermarket shoppers are now able to scan, bag and pay for grocery items themselves using a self-serve checkout. Explain the impact that the introduction of self-serve checkouts can have on retailers. ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... 442 11 4 Question 19 (7 marks) (a) What is the purpose of each of the following signs? Sign 3 Purpose Awaiting Copyright Reproduced with the kind permission of Adept Safety Online BEWARE Reproduced with the kind permission of Adept Safety Online (b) Explain the importance of signs and symbols when managing OHS in the workplace. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 12 Board of Studies NSW 2009 4 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Retail Services Centre Number Section II (continued) Student Number Question 20 (8 marks) Invoice Invoice Number: 281107 Quantity Description Ordered Invoice Date: 29.06.09 Code Unit Price Quantity Delivered BackTotal order (GST inclusive) 50 Alex Action Doll 239 $23.00 45 5 $1035.00 30 Jimbo Clown Mask 271 $1.50 30 0 $45.00 25 Speedy Red Car 810 $9.00 25 0 $225.00 15 Face Paint Set 902 $4.85 15 0 $72.75 Terms of Payment: A discount of 5% applies for all orders paid within 21 days of invoice date. (a) The invoice is paid on 17.07.09. Calculate the total amount to be paid. 2 ............................................................................................................................... ............................................................................................................................... (b) Suggest reasons why five Alex Action Dolls could be on back-order. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (c) Identify procedures that should be followed when there are problems with incoming stock. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 443 13 4 Question 21 (6 marks) Message From: To: Subject: The Manager All Staff Increase in theft *** URGENT *** URGENT *** URGENT *** Dear Staff, There has been an increase in theft occurring in our store after 3pm on weekdays. Staff are reminded that all appropriate action needs to be taken to reduce theft in our store immediately. Regards M. Anager (a) What are TWO limitations of using email as a form of communication in this situation? 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Identify TWO strategies that could be adopted by staff to reduce the incidence of theft in this store. Give reasons for each strategy. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 14 Board of Studies NSW 2009 4 2 009 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Retail Services Section III 30 marks Attempt Question 22 Attempt ONE other question 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 22 (15 marks) Analyse the THREE different types of complaints and how they can be effectively handled to ensure customer satisfaction. Please turn over 444 15 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 General Selling (15 marks) Explain merchandising display techniques that a retailer could use to maximise sales during a special promotion. OR Question 24 General Food Selling (15 marks) Explain the procedures that should be used to store and handle food products hygienically. OR Question 25 Wholesale (15 marks) Explain the sales approaches and techniques used for different customer types in the wholesale industry. End of paper 16 Board of Studies NSW 2009

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Additional Info : New South Wales Higher School Certificate Retail Services 2009
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