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
The physical attributes of a product
features
What is the only reason you could not immediately help a new customer?
You're with another customer and cannot leave them
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
Advantages or rewards of product features
benefits
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
personal need
When customers come to you with complaints, you need to:
Listen carefully, be patient, and get information
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
practical need
What should an employee show when dealing with an angry customer?
Patience/Empathy
As a sales associate, your goal is to:
Satisfy the customer/Keep them coming back
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
value
How soon should you greet a customer after they walk into your store?
30 seconds
The BEST way for a sales associate to show the quality of a product is to:
Demonstrate it