Chapter 2.2 review

Customers who have waited 30 seconds feel like they have waited how many minutes?

• 10 minutes

• 1 minute

• 3-4 minutes

• five minutes

Acknowledging the customer’s presence includes:

• Not making the customer wait too long

• all of these

• Making eye contact

• Never leaving a customer unnoticed

Projecting a professional and friendly image includes

• Dressing in expensive, professional-looking clothes

• Shaking every customer’s hand

• Behaving in an alert and courteous manner

• Standing behind your cash register and waiting for a customer

Which of the following is a direct way to show you are interested and friendly?

• Engaging in long conversation

• Make extended eye contact

• Asking, probing, personal questions about their relationship

• Smile

When creating an opening for discussion, never ask a customer “can I help you?” because it can lead to a

• Dead-end response

• Long boring conversation

• Waste of time

• Wedding proposal

What percentage of customers say they are likely to spend money if the sales associate is helpful?

• 90%

• 10%

• 45%

• 20%

What percentage of customers will walk out of the store if they don’t like the attitude of the sales associate?

• 18%

• 15%

• 1%

• 40%

As the sales associate, you should greet each customer in what type of way

• loud and cheerful

• natural and relaxed

• quiet and clear

• nonverbal

This type of question leads to further conversation by gaining more information

• Open-ended questions

• Closed-ended Questions

• Rhetorical Questions

• Disjunctive Questions

This type of question tends to end the conversation because it is usually answered in one word or yes/no answers:

• Open-ended questions

• Closed-ended Questions

• Rhetorical Questions

• Disjunctive Questions