Which of the following is a good transition statement that can lead to closing a sale? Are you ready to buy this?, Do you want to buy this today or come back later?, Would you like that folded or left on the hanger?, Are you sure that's the shirt that you want to buy?

Would you like that folded or left on the hanger?

Suppose a customer's purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?

1 $5 bill, 3 $1 bills, 1 dime and 1 penny

Which of the following accurately describes "private-label" products? Options: Products that are available to be purchased only by a store's employees, Products whose names are not displayed on their packaging, Products that are sold only to a select group of customers, Products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores

Products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's stores

Which of the following questions is the most appropriate way for a retail associate to understand if a customer prefers inexpensive or expensive brands? Options: "What clothing brands do you prefer?", "How much do you want to spend?", "Do you buy clothes at second-hand stores?", "I like higher-end clothing brands myself, don't you?"

"What clothing brands do you prefer?"

Which of the following is an example of upselling? Options: "I also have this other laptop that has most of the same features as the one you're looking at, but at a lower-price--it's on sale!"; "I'm sure you'll love those basketball sneakers. Do you also need any T-shirts or shorts?"; "I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."; "Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00"

"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00"

In preparing a resource list for your customers, you should consider including:

Local companies that have complementary services to the products you sell, Information about companies you recommend, such as repair shops, Phone numbers that customers have requested in the past, such as a taxi service.

A computer store has a sign posted on the door that says, “No food or drink to be brought into the store.” A sales associate is ringing up a customer and sees that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate’s best response?

Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.

Which of the following best defines a loyalty program?

A marketing program that provides incentives to repeat customers who are loyal company brand shoppers

The best way to talk to a new customer is to:

Match what you say and your tone of voice to her personality

A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase? Your friend could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies? She’ll probably want to do more cooking when she sees these pans! I think it’s nice to give something you like. If she doesn’t like them, she can exchange them. I’m sure she’ll like them just like you do

I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.

What should you do as the sales associate before displaying a new dress from a designer?

Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it.

Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:

Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must

Secure the area and report the situation to management

To keep the lines of communication open, the best questions to ask:

Begin with who, what, where, when, how, or why

When fitting the products to the customer, you should:

Ask questions that will help her define the right fit

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

Suggest alternatives that your store does carry

What question do you ask to get feedback to see if the computer software met expectations of the customer?

How has the software worked for what you were using it for?

What is the purpose of a warranty that provides repair and/or maintenance for a specific time for a car, home, or major appliance?

A promise to stand behind the product.

What is the problem that Bill is facing? Suppose that Bill and JoAnne are sales associates at a retailer. Bill says to JoAnne: "I'm not getting to work the shifts I want - I can't believe that Alexis only gave me 6 hours this week. I don't even think I can make my rent this month if this doesn't change."

He isn't getting assigned enough hours and worries about the financial consequences

Which of the following is a SMART goal? Options: I will improve my sales, I will increase my monthly sales volume by 20% by the end of March, I will increase my sales volume until my manager is happy with my performance, I will increase my monthly sales volume every month

I will increase my monthly sales volume by 20% by the end of March

3.1-4.3 Review NRF

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Specialty

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11th Grade

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FLASHCARD QUESTION

Front

Which of the following is a customer body language cue? A customer rolling his eyes while looking around, A customer asking "Where is the laundry detergent?", A customer asking her friend for the car keys, A customer saying "I wish you still carried the large bottles of Tide."

Back

A customer rolling his eyes while looking around

FLASHCARD QUESTION

Front

When is it an OK time to temporarily leave one customer in order to go help a second customer? Options: When the first customer is being difficult, When the first customer is looking at alternate products, When the first customer doesn't appear likely to buy anything, When the first customer seems likely to make a purchase

Back

When the first customer is looking at alternate products

FLASHCARD QUESTION

Front

What's the specific term for the action a retailer makes to address a service failure?

Back

Service Recovery

FLASHCARD QUESTION

Front

Which of the following is NOT a step you should take as part of the service recovery process? Apologize and thank the customer for bringing the issue to your attention, Listen carefully to the customer's explanation, Tell the customer that they need to do something, such as provide more information, Propose solution options

Back

Tell the customer that they need to do something, such as provide more information

FLASHCARD QUESTION

Front

A collective group of customers served by a particular retailer are referred to as that retailer's:

Back

Clientele

FLASHCARD QUESTION

Front

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees: Reading, Writing, Sales Skills, Math

Back

Sales Skills

FLASHCARD QUESTION

Front

Which of the following describes a communicator who is straight to the point? Options: Analytical, Intuitive, Functional, Personal

Back

Analytical

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