RES - Exam Revision II

The moment salespeople see a customer, they must smile and

• walk away.

• stand upright.

• make eye contact.

• introduce themselves.

Which one of the following is an element of good greeting?

• Immediate recognition.

• Say “May I help you?”

• Look away from customer.

• Make greeting short and sincere.

An example of a need is

• bungalow.

• laptop.

• smartphone.

• water.

When salespeople want to influence customers to their way of thinking, they usually ask questions that are

• direct.

• hard.

• leading.

• probing.

One way for retailers to present and promote their products is through

• displays.

• browsers.

• customisation.

• manufacturers.

One key element of the marketing mix is

• Production.

• Persuasion.

• Preparation.

• Physical distribution.

When a retailer focuses constantly on customers’ needs, it is said that the retailer is practising

• selling concept.

• marketing concept.

• excellent customer service.

• corporate social responsibility.

Which one of the following is an element of product knowledge?

• Distributors.

• Competitors.

• Delivery service.

• Stock availability.

Product knowledge is important in order for salespeople to

• discuss with their colleagues.

• enhance their job satisfaction.

• build trust with potential customers.

• decrease the insurance cost of the company

Some retailers are reluctant to rectify a defective item when consumers discover the defects after purchasing them. Which one of the following approach can be used by the consumers to help settle their cases?

• Lemon Law.

• Reflection Law.

• Thermodynamic Law.

• Personal Protection Law.