Meeting the Customer's Needs/Making the Sale

If a customer was about to purchase a soccer ball, which would be the best item to try to cross-sell?

• A basketball

• Soccer shorts

• A soccer goal frame and net

• A baseball bat

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Which of the following is an example of upselling?

• "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"

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Which of the following best defines a loyalty program?

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

• A club for employees of a retailer to join

• A discount coupon or code that's made available to first-time customers

• A discount program aimed at people who shop with a retailer's competitors

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

• Flatter her—tell her she has taste and looks great

• Interact as if you are old friends

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

• Convince her that you know what is best for her to buy

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CCSS.RL.6.3

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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

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CCSS.RI.8.1

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

• Convince the customer he doesn’t need it anyway

• Suggest alternatives that your store does carry

• Immediately refer him to a competitor

• Inform him of the drawbacks of the product he is seeking

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CCSS.RI.8.3

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Where are large bills, such as $50s and $100s, typically placed within a cash register?

• In the compartment with the $20s

• In the compartment with the $10s

• Wherever there's the most room

• Below the cash drawer

Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer).  What is the purpose of this warranty?

• A promise to stand behind the product.

• To show it isn’t the best quality so you need a warranty

• A promise to replace the product no matter what happens.

• To prove you will not need a warranty.

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Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?

• 10-20%

• 30-40%

• 50-60%

• 80-90%

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*What's the term for service that is designed to be tailored to a specific customer's needs and interests?

• Customer service

• Quality Service

• Helpful Service

• Personalized Service

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CCSS.RI.8.2

CCSS.RL.11-12.2

CCSS.RL.7.2

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