Features/Benefits
True or False
Price is an example of a product feature.
False
Questions that can be answered with a simple Yes or No
Closed-Ended
What means focusing the attention on the speaker, listening carefully, and then repeating what you think the speaker just said?
Active Listening
What is the only reason you could not immediately help a new customer?
You're with another customer and cannot leave the area
Which of the following is NOT a product feature?
Color, Size, Price, or Flavor
Price
Name at least 2 examples of product features
Color, size, flavor, scent, volume, texture
These questions begin with What, Why, When, Who, Where, and How?
Open-Ended
What is the act of taking care of the customer's needs by providing & delivering professional, helpful, high-quality service & assistance before, during, & after the customer's requirements are met?
Customer Service
A good reason for creating an opening for discussion is to:
Get to know what the customer wants/needs
True or False
When you are practicing Active Listening with a customer, you should repeat what you think the customer just said.
True
What are product benefits?
The advantages of having certain product features
"Are you happy with your selections?" is an example of which type of question
Closed-Ended
The need to be treated with respect and to feel valued, understood and involved in the decisions that affect them is the definition of _____.
Personal Need
A new customer comes to your department, but you are helping another customer. What should you do?
Acknowledge the customer w/ eye contact and/or a brief comment that you'll be right with them
What is the best way to demonstrate that you have understood a customer?
Restate & Summarize their needs
Product benefits answer the question:
Why?
"What features are you looking for in a running shoe?" is an example of which type of question
Open-Ended
The need that motivates customers to come to you in the first place- to solve problems or to get products or services is the definition of ____.
Practical Need
What should an employee show when dealing with an angry customer?
Empathy/Patience
What are 3 resources that may be available to gain training and product/services knowledge?
-Online courses, videos, search engines or media, -Immersive learning experiences, -Apps & QR codes, -Peer-to-peer learning on the job, -Individual study w/ workbooks, vendor materials, & sources, -Reading products labels and packaging, -Discussions with supervisor, -Customer feedback
Which senses appeal to product features?
touch, taste, seeing, smelling, hearing
When is the only time you should use a Closed-Ended Question?
to limit the scope of conversation, confirm a specific response, or to close the sale
More than just money, a measure of the total benefit is the definition of _____.
Value
How soon should you greet a customer after they walk into your store?
30 seconds
The BEST way to assist a customer locate a product is to:
Physically take them to its location