The FIRST face-to-face meeting of the customer
and the salesperson is the:
What is approach
100
is how well services are performed.
Shoppers who are willing to pay more, also expect more.
What is service quality
100
“Good afternoon, Ms. Edwards.” is an example of which type of approach?
What is Greeting
100
A salesperson, assisting a customer who appears
ready to purchase, asks “Would you like to use your
store charge account?” Which closing technique is
illustrated?
What is Direct
100
Lisa works for Neiman Marcus, a large upscale
department store. Customers make appointments
with Lisa to tell her of their needs and preferences.
She provides a high level of individualized attention
to her customers and often pulls together their entire
season’s wardrobe. Lisa is a:
What is Personal Shopper
200
A salesperson who explains the fiber content of a
particular fabric has presented a/an:
What is a benefit
200
Which type of customer knows exactly what he/she wants and why.
What is a decided customer
200
The LEAST effective selling approach for creating
actual sales is the:
What is Service Approach
200
The salesperson’s first attempt to get a buying
commitment from the customer is which type of
sales close?
What is Trial
200
Small pieces of ribbon or cloth that are permanently
attached to the insides of garments to provide
product information are:
What is labels
300
The reason a customer hesitates to buy a product is
a/an:
What is objection
300
A salesperson that stands behind a counter, takes
customer orders, and rings up sales is a:
What is a sales clerk
300
Comments/Questions about merchandise
Use when costumer is looking at merchandise
Most Effective
“We just received this shipment of jeans”
What is merchandise approach
300
Add-ons, trading up, special offers, and more-thanone
are techniques for:
What is Suggestion Selling
300
classification of customers who are simply browsing or killing time
What is casual lookers
400
is a method of increasing sales by adding
to the customers’ original purchase.
What is suggestion selling
400
are structured marketing strategies designed to encourage customers to continue to shop at or use the services of businesses associated with each program
What is loyalty program
400
the approach should happen within the first ____ seconds of a customer entering a store.
What is 30 seconds
400
additional merchandise items such as related
items to create complete outfits
“This necklace goes great with this outfit!”
What is add-ons
400
Amy works at the cosmetics counter in a
department store. Each time she performs a
makeover for a customer, she records the
information for future reference. Amy is using
a/an:
What is Client File
500
Give 3 examples of customer service features that stores can offer.
What is gift wrapping, self check out, quick lines, accessible parking, alterations, returns complaints station, product warranties
500
you should always use open ended questions to determine your customers _____ & _____.
What is wants and needs
500
If you think the customer is ready to make a buying decision, you should _____________
What is stop talking about the product
500
A technique of handling an objection by showing one or more features of a good or service. It demonstrates the saying “seeing is believing.”