5.01 Vocab
the total of all enhancements offered to customers.
Customer Service
An employee who assists customers with a level of individualized attention and service beyond what a retail sales associate would offer.
Personal Shopper
Product Knowledge
Prospecting
The Approach
The Needs Assessment
The Presentation
The Close
The Follow-Up
Seven Steps of the retail sales process
A salesperson assists a customer with the purchase of a dress. She explains to the customer that the vertical stripes help make people look taller. This is an example of which action?
Actively involving the customer in the presentation
Allowing the salesperson to express her opinion
Questioning to determine customer needs
Translating product features into benefits
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 performing which role?
Personal shopper
Sales associate
Sales clerk
Stock associate
providing exceptional service and exceeding customer expectations
Customer-Oriented Selling
Payment and benefits for work accomplished
Compensation
This step involves searching for new customers.
Prospecting
Janet assists Lynne with the selection of a blouse for work. Lynne likes the fit and style of the blouse, but hesitates to purchase because it is dry clean only. This objection is based on which purpose?
Need
Price
Features
Store
George helps Roderick select two men’s dress shirts. After Roderick decides to purchase the shirts, George shows him matching ties. George is trying to increase the sale by using which feature?
Add-ons
More-than-one selling
Special offers
Trading up
A function of marketing that involves personalized, two-way communication between the salesperson and the customer in the process of exchanging merchandise for money or credit.
Personal selling
Payment based on a percentage of the dollar amount of sales made by a salesperson.
Commission
This is the step where you begin to build a relationship and the intelligence gathering continues.
The Apporoach
Shari, a sales associate, wants to ensure her customer is aware of the product features. In personal selling, which action is she intending?
Imposing the personal preferences of the salesperson
Involving two-way communication with the customer
Requiring direct experience on the part of the customer
Requiring the salesperson to give personal information
Mike approached a customer looking at men’s dress suits and said, “These are on sale for 20% off for the next three days.” Which sales approach is Mike using?
Combination
Greeting
Merchandise
Opening
Involves:
Removing all distractions, Feeding back what you heard and understand, Listening to the speaker's signs and sound.
Active Listening
The projected volume of sales (units or dollars) assigned to a department or person for a time period.
a speech or talk in which a new product, idea, or piece of work is shown and explained to an audience.
Presentation
An effective sales approach begins within:
30 seconds.
45 seconds.
1 minute.
5 minute
Which is a patronage motive?
Durability
Economy of use
Love
Merchandise assortment
Facial Expression, Tone of voice, Movement, Appearance, Eye Contact, Gestures and Posture
Nonverbal Communication
Contests, prizes, rewards, merchandise and cash bonus awards, days off, trips, and profit-sharing opportunities used to motivate salespeople
Incentives
is about advancing the sales process to ultimately get an order.
Closing
An example of the greeting approach used in the retail selling process is:
“Good afternoon, Ms. Edwards.”
“May I help you find a certain size?”
“We have a great selection of leather handbags.”
“Which sweater do you like best?”
Al bought water-repellent pants, which will need minimal care. Which rational buying motive is he experiencing?
Ambition
Durability
Fear
Love