Know Your Role
What is the purpose of the daily huddle?
A. Fill time before opening
B. Align the team on goals, sales, and service focus
C. Review schedules exclusively
D. Replace all individual coaching
B. Align the team on goals, sales, and service focus
Huddles create alignment, focus, and accountability.
What tool is used to check customers into the store?
A. GUEST Observation Form
B. Celestial Store Space Wait Time Tool
C. T-Chart
D. Daily Sales Call Recap
B. Celestial Store Space Wait Time Tool
Celestial is used to check customers in and support the wait-time process.
What does a Team Greeting look like?
A. One employee greets while everyone else ignores the customer
B. All team members greet entering customers in unison with energy and eye contact
C. The Floor Coach greets only
D. A wave without speaking
B. All team members greet entering customers in unison with energy and eye contact
The whole team helps create an energetic, welcoming first impression.
Why is Situational Awareness important?
A. To monitor only your own sales
B. To support customer experience, safety, and loss prevention
C. To avoid helping other consultants
D. To shorten every interaction
B. To support customer experience, safety, and loss prevention
Everyone shares responsibility for awareness of the sales floor and the environment.
A consultant closes a sale but misses an opportunity to improve their approach. How can the team address it?
Use Quick Coaching to recognize what went well and coach improvements, then use QRP to practice the tactic.
What should the opening huddle include?
A. Only the daily schedule
B. Only yesterday's NPS
C. The daily sales call recap, prior-day performance, and today's targets and daily play call
D. Only recognition
C. The daily sales call recap, prior-day performance, and today's targets and daily play call
The recap establishes accountability and gives the team clear targets for the day.
When should the T-Chart be used?
A. Only for mobile sales
B. Only when a customer asks about pricing
C. With all customers
D. Only for internet customers
C. With all customers
The T-Chart is expected with every customer interaction. Even cancellations.
What is a Warm Handoff?
A. Sending a customer to another consultant without explanation
B. Introducing the customer to a consultant, recapping needs, and giving a positive endorsement
C. Asking the customer to wait again
D. Transferring the customer to customer service
B. Introducing the customer to a consultant, recapping needs, and giving a positive endorsement
A warm handoff maintains trust and ensures the next consultant understands the customer's needs.
What should you do when a customer is waiting longer than expected?
A. Avoid eye contact
B. Wait until they complain
C. Reset the Clock with a brief, appreciative update
D. Tell them to check back later
C. Reset the Clock with a brief, appreciative update
A consultant has completed a T-Chart but has not reviewed it with a leader. What must happen before presenting the solution?
Review the T-Chart with a leader first.
How many team huddles should take place at a minimum each day?
A. One
B. Two — pre-open and mid-shift
C. Three
D. Only when sales are low
B. Two — pre-open and mid-shift
Huddles align the team on goals, sales performance, and service priorities.
If you are not available deleigate to management team.
What is the purpose of the GUEST Observation Form?
A. Track employee attendance
B. Document sales behaviors and execution
C. Check customers into Celestial
D. Record inventory returns
B. Document sales behaviors and execution
It documents the consultant's sales behaviors so leaders can coach and recognize performance.
What does 'Resetting the Clock' mean?
A. Restarting the store's opening checklist
B. Checking in with waiting customers, updating them, and showing appreciation
C. Resetting a phone
D. Changing the customer's appointment
Correct answer: B. Checking in with waiting
B. Checking in with waiting customers, updating them, and showing appreciation
Brief updates reassure customers that the team has not forgotten about them.
What should a Referral Pitch include?
A. Asking for referrals, offering business cards, and collecting contact information when possible
B. Asking only if the customer is unhappy
C. Offering a discount without asking for a referral
D. Skipping the pitch if the store is busy
A. Asking for referrals, offering business cards, and collecting contact information when possible
Referrals help build future business and should be part of the customer interaction.
A customer walks in while the team is busy. What should the team do?
Provide an energetic Team Greeting, maintain situational awareness, and ensure the customer is checked into Celestial and connected with the appropriate consultant.
When should the Floor Coach be active?
A. Only during the opening huddle
B. Only when a manager requests help
C. During customer hours
D. Only at closing
C. During customer hours
The Floor Coach should actively support sales and service while customers are in the store.
Who should review the T-Chart before the solution is presented?
A. Another customer
B. A leader /You
C. The customer alone
D. No one
B. A leader / YOU!!!
Leader review before presenting the solution helps ensure the recommendation is sound.
What is Quick Coaching?
A. A fast post-sale debrief to recognize wins and coach improvements
B. A performance review every six months
C. A customer check-in
D. A sales call recap
A. A fast post-sale debrief to recognize wins and coach improvements
Quick Coaching reinforces successful behaviors and identifies immediate opportunities to improve.
A consultant finishes a sale. What is the best next step for improvement?
A. Immediately forget the interaction
B. Participate in a Quick Coaching debrief and practice opportunities through QRP
C. Skip coaching if the sale closed
D. Only review the transaction if it failed
B. Participate in a Quick Coaching debrief and practice opportunities through QRP
Every interaction is an opportunity to recognize wins, reinforce behaviors, and improve.
A consultant is struggling to overcome a customer's objection. What two behaviors could help?
Team Selling and/or Mid-Sale Coaching to develop a strategy and address the objection.
What is the primary responsibility of the Floor Coach?
A. Handle every customer personally
B. Drive sales, observe behaviors, and support team performance
C. Manage inventory only
D. Focus only on customer complaints
B. Drive sales, observe behaviors, and support team performance
The Floor Coach stays active during customer hours, coaching behaviors and driving results.
How many GUEST observations are expected per consultant daily?
A. One full observation only
B. One full or partial observation
C. One per week
D. Only when a consultant misses goal
B. One full or partial observation
Each consultant should receive at least one full or partial observation daily.
What is Mid-Sale Coaching?
A. A lengthy coaching session after closing
B. A quick step-away consultation between employees to plan strategy or solve a problem
C. A customer complaint form
D. A team huddle
B. A quick step-away consultation between employees to plan strategy or solve a problem
A brief consultation helps consultants align on the best next step during a sale.
What is the purpose of the NPS Pitch?
A. Guarantee a perfect survey score
B. Explain the NPS survey and encourage customer participation
C. Ask the customer to complain to a manager
D. Replace the thank-you process
B. Explain the NPS survey and encourage customer participation
A customer has been waiting for 10 minutes, and the consultant helping another customer is still busy. What should happen?
Reset the Clock by checking in, providing an update, and thanking the customer for their patience.