Retail Selling Revision 4

List 2 characteristics of a successful sales professional

• Self-confidence and people motivator

• Self-motivation and selling aptitude

• Multi-tasker and business-maximiser

• Task performer and people-pleaser

Saiful is offering a free Bluetooth headset if the customer wants to buy the Oppa Handphone set that he is selling??. What key element of product knowledge does this belong to?

• Price

• Benefits

• Special features

• Special offers

What kind of objection is Catherine displaying if she does not believe that the product would be able to deliver the benefit it claims to do so?

• Indifference

• Skepticism

• Price situation

• Procrastination

What does CPFTA stands for?

• Consumers Protection Fair Trading Association

• Consumer Protection Fair Trading Act

• Company Protection Fair Trading Act

• Corporate Protection Fair Trading Act

Shahbanu: "I don't believe that this cream can reduce the freckles on my face as advertised."

As a salesperson, what strategy would you take to handle the objection?

• Offer Shahbanu an instalment option

• Give Shahbanu a free gift if she buy the cream

• Tell Shahbanu that you can offer her a discount if she buys from you

• Show her a newspaper research article that highlights the effectiveness of the cream

Which one of the following is NOT an important factor in fostering customer loyalty?

• Customer Service

• Employee Loyalty

• Communication

• Employer profile

What is the meaning of direct appeal close?

• Closing the deal with pressure

• Pleading the customer to close the sale

• Asking for the order in a straightforward manner

• Appealing to colleagues to help close the sale

What are the 2 types of feedback?

• Good and Normal

• Regular and Standard

• Positive and Negative

• Minor and Major

All of the following are methods of obtaining feedback from customers EXCEPT

• survey

• focus group

• mystery shopping

• appraisal

Why is it important to offer after-sales service?

• Builds relationship with customers

• Increase the shelf life of the product

• Improves economy of the company

• Reduce the supplier's complaints