D
An example of verbal communication is:
A) Active listening.
B) Hand gestures.
C) Facial expressions.
D) Eye contact.
A) Active listening.
Successful salespeople should display which characteristic?
A) Skilled in solving customer problems to create repeat customers
B) Aggressive towards coworkers in order to gain sales and job promotions
C) Slow to approach customers who are examining merchandise
D) Forceful in dealing with undecided customers
A) Skilled in solving customer problems to create repeat customers
Nordstrom department store distinguishes itself from other department stores by providing exceptional service and exceeding customer’s expectations. Nordstrom uses which type of selling?
A) Customer-oriented
B) High pressure
C) Communication
D) Sales-oriented
C) Communication
Jason bought a new, designer suit because of how he feels while wearing it. Which buying motive does he experience?
A) Impulse
B) Emotional
C) Rational
D) Patronage
B) Emotional
Dan receives pay and benefits for his work accomplished. Which consideration is he receiving?
A) Insurance
B) Compensation
C) Sales quotas
D) Commission
B) Compensation
Courtesy, interest, helpfulness, and tolerance are which essential expectations of sales associates?
A) Verbal communication skills
B) Characteristics necessary for positive customer relations
C) Incentives to build employee relations
D) Free services offered by many companies as a way to encourage sales
B) Characteristics necessary for positive customer relations
A decided customer displays which characteristic?A) Knows exactly what he/she wants and why
B) Needs the salesperson to make recommendations
C) Wants to browse
D) Has a need but has not identified a product to meet that need
A) Knows exactly what he/she wants and why
Dan receives compensation based on the percentage of the dollar amount of his sales. Dan should receive which consideration?
A) Overtime
B) Commission
C) Salary
D) Wages
B) Commission
Anthony explained that he likes the khaki slacks, but since they have to be dry-cleaned, he hesitates to purchase them. The salesperson shares that the slacks are made with microfiber, which can be machine washed. Which technique for handling objections did the salesperson use? A) Direct denial
B) Question
C) Demonstration
D) Third party
A) Direct denial
The reason a customer hesitates to buy a product is a/an:
A) Argument
B) Mistake
C) Objection
D) Boomerang
C) Objection
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?
A Special offers
B) Add-ons
C) Trading up
D ) More-than-one selling
B) Add-ons
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?
A) Questioning to determine customer needs
B) Allowing the salesperson to express her opinion
C) Actively involving the customer in the presentation
D) Translating product features into benefits
D) Translating product features into benefits
Juan is helping a customer with a purchase. The customer cannot decide which item to buy. At this point, Juan’s best course of action to help his customer reach a buying decision would be to:
A) demonstrate another product
B) use the standing-room-only close
C) Show the customer more new merchandise
D) stop showing additional items.
D) stop showing additional items
When a person provides the speaker with feedback indicating the message has been received and is understood, he/she is demonstrating:
A) Unethical behavior
B) The utility principle
C) Active listening skills
D) Standards
C) Active listening skills
Shari, a sales associate, wants to ensure her customer is aware of the product features. In personal selling, which action is she intending?
A) Imposing the personal preferences of the salesperson
B) Requiring direct experience on the part of the customer
C) Involving two-way communication with the customer
D) Requiring the salesperson to give personal information
C) Involving two-way communication with the customer
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?
A) Store
B) Features
C) Price
D) Need
B) Features
Mary always read the small pieces of ribbon or cloth that are permanently attached to the inside of garments that she purchases. Which item is she reading?
A) Hanger loops
B) Labels
C) Packaging
D) Hangtags
B) Labels
Which is a patronage motive?
A) Love
B) Economy of use
C) Merchandise assortment
D) Durability
C) Merchandise assortment
A premium skin care company will award the sales associate with the highest total sales for the summer a three-day, all-expense-paid trip to Myrtle Beach. The trip is which type of compensation?
A) Commission
B) Sales quota
C) Incentive
D) Salary
C) Incentive
An effective sales approach begins within:
A) 5 minutes
B) 30 seconds
C) 45 seconds
D) 1 minute
B) 30 seconds
Al bought water-repellent pants, which will need minimal care. Which rational buying motive is he experiencing?
A) Ambition
B) Love
C) Durability
D) Fear
C) Durability
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?
A) Opening
B) Greeting
C) Combination
D) Merchandise
D) Merchandise
Jill bought a purse after seeing how many compliments her friend received for the same one. Which emotional buying motive did she experience?
A) Prestige
B) Price
C) Quality
D) Comfort
A) Prestige
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?
A) Stock associate
B) Sales associate
C) Sales clerk
D) Personal shopper
D) Personal shopper
An example of the greeting approach used in the retail selling process is:
A) “We have a great selection of leather handbags.”
B) “Good afternoon, Ms. Edwards.”
C) “Which sweater do you like best?”
D) “May I help you find a certain size?”
B) “Good afternoon, Ms. Edwards.”