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Management

Store Manager Test: Team, KPIs and Control

Who it is for
Store managers and directors, assistant managers, shift leads and manager candidates
When to run
On appointment, after manager training and once a year
Size
17 questions · ~15 min
Pass mark
80%
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A manager is responsible not for a single task but for the whole store: understanding why revenue dropped, staffing peak hours, onboarding newcomers, dealing with stock shortages and acting calmly when something happens on the floor. The test checks the basic management decisions without which a store runs on luck.

The KPIs in the test are explained in plain language, so it suits both experienced managers and senior associates being prepared for promotion. KPI formulas may differ slightly between chains, so check them against your chain's reports. Two questions are marked as critical, on a customer injury and on the emergency exit: people's health and the store's liability depend on these decisions. Add questions about your own reports and chain standards.

Answered 0 of 17

Store KPIs

  1. 1
    How is the average ticket calculated? Choose one answer
    Answer: c. The average ticket shows how much a customer spends on average per purchase. The formula may differ slightly between chains: for example, returns or voided receipts are excluded. The average ticket grows when associates suggest complementary items and better-suited models, and falls when customers buy only the bare essentials.
  2. 2
    What does store conversion show? Choose one answer
    Answer: b. Conversion is usually calculated as the number of receipts divided by the number of visitors from the door counter, multiplied by 100%. Details vary between chains: for example, staff are subtracted from visitors, or entries and exits are counted separately. If many people come in but few buy, the problem is usually advice, product availability, prices or checkout lines.
  3. 3
    The number of receipts is unchanged, but "units per transaction" (how many items there are on average in one purchase, also called UPT or basket size in reports) has dropped. What does this point to first? Choose one answer
    Answer: d. The number of purchases is the same; only their content has changed. Usually the reason is that associates stopped suggesting complementary items, or those items are not on the shelf. Traffic and checkout speed do not directly affect this KPI.
  4. 4
    Weekly store revenue has fallen by 10%. What is sensible to check first? Select all correct answers. Choose all correct answers
    Answer: a, b, c. Revenue is the result of several KPIs: how many people came, what share bought and how much they spent. By breaking the drop into parts, the manager sees the cause and knows what to fix. Cutting staff before the cause is clear is risky: if the problem is service, it will only get worse.
  5. 5
    If revenue is growing, you don't need to look at other KPIs. True or false?
    Answer: False. Revenue can grow because of price increases or the season while conversion and customer numbers fall. Such growth hides problems that will show up later. That is why KPIs are reviewed together.

Team and schedule

  1. 6
    What is the right way to build a shift schedule? Choose one answer
    Answer: c. Customers don't arrive evenly: there are more in the evenings and at weekends, fewer on weekday mornings. The schedule is built on hourly traffic and sales data, allowing for breaks and time for receiving deliveries. Employees' wishes are taken into account, but covering peak hours matters more.
  2. 7
    How should a new sales associate be onboarded? Choose one answer
    Answer: a. A newcomer without a mentor and a clear plan learns from mistakes that customers and the store pay for, and is more likely to quit in the first month. An onboarding plan, an assigned mentor and a knowledge check before working independently save the whole team's time.
  3. 8
    Put the steps of a conversation with an employee about their mistake in the correct order. Put in the right order
    Answer: d → c → b → a. A private conversation removes unnecessary tension, and specific facts help the employee understand what went wrong instead of getting defensive. By listening, you learn the cause: they may lack knowledge or a process may be getting in the way. An agreement without follow-up is soon forgotten, so the follow-up date is set at once and kept.
  4. 9
    It is more useful to reprimand an employee on the spot in front of customers and colleagues so they remember it better. True or false?
    Answer: False. A public reprimand humiliates the employee, undermines their authority with customers and triggers defensiveness instead of improvement. Praise in public, review mistakes in private. If the situation requires immediate intervention, do it calmly and have the conversation later.
  5. 10
    What is the right way to delegate a task to a senior associate? Choose one answer
    Answer: c. Delegation works when the employee understands what result is needed, by when and what they can decide on their own. A checkpoint lets you correct the work in time without taking the task away. Redoing the work for them or hovering over them means not delegating at all.

Stock, cash and shrinkage

  1. 11
    A stock count shows a shortage in one category that is well above normal. Where do you start? Choose one answer
    Answer: a. A shortage is a symptom; the cause may be receiving errors, mis-picks, unrecorded damaged goods or theft. If the count is in doubt, a control recount is done, but the result is not adjusted to fit the records. Until the cause is found, the shortage will recur. Deductions from employees are governed by the law of your country and the liability agreement: splitting the amount "equally" without an investigation is not allowed.
  2. 12
    What does a manager check regularly to maintain cash discipline? Select all correct answers. Choose all correct answers
    Answer: a, b, c. Most cash fraud goes through voids and refunds, so they are approved by a senior employee and regularly reviewed by the manager. Surprise counts quickly reveal discrepancies, and personal logins show who carried out each transaction.
  3. 13
    Write-offs of perishable goods in the store are rising. What should you check first? Choose one answer
    Answer: a. Write-offs rise when more is ordered than sells, when fresh stock is placed in front of older stock and when refrigeration equipment does not hold temperature. Empty shelves reduce sales, and selling expired goods is prohibited and dangerous.

Customers, safety and incidents

  1. 14
    What does a manager check during the walk-through before opening the store? Select all correct answers. Choose all correct answers
    Answer: a, b, d. The pre-opening walk-through shows the store through the eyes of the first customer and reveals problems while they can still be fixed without lines and complaints. A blocked exit, a broken till or an empty shelf in the first hour costs more than ten minutes of checking.
  2. 15
    A customer asks to see the manager and complains that an associate was rude. What should you do? Choose one answer
    Answer: d. The customer needs to be heard and to have the problem they came with solved. Don't deal with the associate in front of the customer: the conversation happens later and in private, after hearing both sides. Referring the customer to head office instead of resolving the issue means passing on something you can solve yourself; if the customer wants to leave written feedback, of course help them do so.
  3. 16
    A customer slipped on the sales floor, fell and complains of severe pain in their leg. What should you do? Choose one answer Critical question
    Answer: a. The person's health comes first: don't lift them abruptly, and if there is severe pain or a suspected injury, call an ambulance on your local emergency number. Then the spot where they fell is cordoned off so no one else gets hurt, and the incident is recorded according to company rules: time, witnesses, cause. Asking them to sign a waiver of claims is inappropriate and does not protect the store.
  4. 17
    The emergency (fire) exit may be locked with a key during opening hours to stop goods being taken out through it. True or false? Critical question
    Answer: False. An emergency exit must open from the inside without a key at all times while there are people in the store. In a fire, a locked door can cost lives, and such a violation carries serious liability. To prevent theft, use door alarms and cameras.
Your result

· Pass mark is 80%. Correct answers and explanations are shown below. A mistake in a critical question fails the test regardless of the score.

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Use the test as a starting point and align answers with your standards and local regulations.

Answer key · Store Manager Test: Team, KPIs and Control

  1. c
  2. b
  3. d
  4. a, b, c
  5. False
  6. c
  7. a
  8. d → c → b → a
  9. False
  10. c
  11. a
  12. a, b, c
  13. a
  14. a, b, d
  15. d
  16. a
  17. False

jeCheck · https://jecheck.io/en/templates/tests/store-manager

Frequently asked questions

The test has 17 questions and takes about 15 minutes. The pass mark is 80%; a mistake in either of the two critical questions means the test is failed.

Yes, it works well as a check before promotion: it shows whether the candidate understands store KPIs and how they will behave with the team and in difficult situations.

In jeCheck, the test is assigned to the Store Manager position in all stores, and the results are compared with the outcomes of manager inspections and mystery shopper visits. This shows where knowledge is lacking and where control is.

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