The first step in welcoming customers is

• understanding them.

• putting customers at ease.

• acknowledging customers.

• giving them a sincere compliment.

A discussion of topics such as hobbies and sports that are basically unrelated to the sale itself is known as

• sales talk.

• small talk.

• sweet talk.

• service talk.

Which one of the following is an advantage of open question?

• Quick.

• Free response.

• Fewer confusing answers.

• Give simple response to difficult questions.

Jenny has an interest in floral arrangement and attended short courses over the past few years. She hopes to become a florist on day and has signed up for a Diploma in Floristry. Which one of the following psychological factors has affected her buying decision in signing up for the course?

• Beliefs.

• Learning.

• Motivation.

• Perception.

Which one of the following is an internal factor that affects pricing?

• Economy.

• Competition.

• Government.

• Marketing objectives.

When a retailer charges a lower price for a product for a limited time, this is known as

• display.

• special offer.

• word of mouth.

• public relations.

The last stage in the sales process is

• follow-up.

• closing sale.

• approaching.

• dealing with objections.

The Consumer Protection Fair Trading Act came into effect on

• March 1, 2004.

• March 1, 2014.

• September 1, 2004.

• September 1, 2012.

The key element of product knowledge in the figure is

• benefits.

• special offers.

• stock availability.

• care instructions.

Which one of the following is NOT an approach of Consumer Association of Singapore?

• Consumer education.

• Working with retailers.

• Pushing for legislation.

• Negotiating with suppliers.