The Retail Sales and Service Simulation is for entry-level retail positions in which employees are expected to generate sales while providing exceptional customer service. Before you invest the time and money to train a new employee, test your applicants for skills like:
- Directing a conversation to a sale
- Focus on meeting customer needs
- Provide options the customer wants
This test provides the answers you need to make informed decisions.
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The Retail Sales and Service Simulation measures the ability of a candidate to choose effective sales and service techniques while interacting with customers. Situations are presented to the candidate via computer-based animation, and the candidate is offered a set of behaviors from which to choose the most and least effective responses. The behaviors vary in the extent to which the sales associate may: direct a conversation toward a commitment or sale, listen carefully to customers and provide options that address what they really need/want, put aside work to assist a customer, and focus on meeting customer needs. Responses are tracked and compared against expert ratings of effectiveness. The test produces an overall score, as well as scores on two subscales, Customer Service Effectiveness and Sales Effectiveness.
Job Levels: Entry Level
Job Family/Title: Retail Salespersons
Approximate Completion Time: 10 minutes
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Animation-based scenario followed by 4 response options from which candidate chooses Most and Least Effective
Retail Sales and Service Effectiveness: This measures the extent to which the candidate uses effective customer service techniques while focusing on maximizing sales. This is characterized by: putting customers at ease, asking the right questions to identify customers’ wants and needs, making appropriate product recommendations that match customer requirements, and finding opportunities to maximize sales.