When making a great impression it is important to have a...

• Be loud

• Positive attitude

• Not listen

• Negative attitude

Which picture below shows a professional appearance of a retail worker?

• 
• 
• 
• 

Which image shows good body language?

• 
• 
• 
• 

What is an example of body language?

• Speaking

• Being nice

• Communication

• Eye contact

What is the first step of the selling process?

• Assess customer's needs/wants

• Make a connection with the customer

• Personalize the service

• Complete the sale

What is one way to build rapport with customer?

• Ignore

• Watch

• Wait

• Acknowledge

When handling multiple customers the first step you need to do is...

• Ask for permission to help

• Ignore them

• Say thank you

• Make them wait

Questions that cannot be answered with a yes or no...

• Probing

• Closed ended

• Clarifying

• Open ended

Questions that aim to get you a short yes/no answer...

• Probing

• Open ended

• Clarifying

• Closed ended

Means that you are hearing and understanding what a speaker is saying out loud...

• Active listening

• Speaking

• Assessing

• Communication