RES CA Revision IV (Unit 1 & 2)

The first thing a sales assistant can do to set a customer at ease is to

• greet.

• smile.

• shake hands.

• make eye contact

When a sales assistant meets his/her customer in the store for the first time, he/she should

• hug the customer.

• initiate the handshake.

• pat the customer’s back.

• stand ready to take an offered hand.

Eye contact should be made

• immediately.

• after 3 seconds.

• after 5 seconds.

• after 7 seconds.

The following are examples of touchpoints in a department store EXCEPT

• size of fitting rooms.

• daily tabulation of cash.

• cleanliness of merchandise on display.

• queue management at cashier counter.

Creating a good first impression is

• essential.

• not necessary.

• least necessary.

• the job of the customer.

The elements of a good greeting includes

• immediate recognition.

• making the greeting cool.

• starting with “May I help you?”.

• understanding the retail assistant.

Angel is an ITE student. As a student pursuing her education, one of her needs includes owning a/an

• van.

• ezlink card.

• cherry qq car.

• 7 seater family car.

“Are you able to provide me with an example of the design you have in mind?” is an example of

• seeking for clarification.

• checking for understanding.

• beginning the flow of information.

• continuing and redirecting the flow of information.

Open questions are good for

• opening a dialogue.

• seeking specific answers.

• checking for understanding.

• drawing out feelings, attitudes, likes and dislikes

“Blue is a nicer color, do you agree?” is an example of

• open question.

• leading question.

• probing question.

• ambitious question.