CS Unit 4 Test Review

People who hire personal shoppers expect...

• Special discounts

• To save time and effort looking for items themselves

• You to be available at all times

• None of the above

Within how long do you have to greet a customer upon arrival?

• 1 minute

• 30 seconds

• 15 seconds

• 5 minutes

To keep the lines of communication open, the best questions to ask:

• Are direct and to the point

• Begin with who, what, where, when, how, and why

• Are ones that can be quickly answered with “yes” or “no”

• Are ones that are able to direct the customer to a decision

Product features are described as all of the following except:

• Relate to quality of the merchandise 

• Answer the question, “Why?”

• Appeal to senses

• physical (color, size, etc.)

If your store does not offer the specific product your customer is searching for, you should...

• Immediately refer him to a competitor

• Convince the customer he doesn’t need it anyway

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

• Suggest alternatives that your store does carry

Which is not a good example of cross selling?

• Offering a beard comb when the customer purchases beard oil

• Mentioning the delivery service when a customer is purchasing a washer/dryer set

• Offering the deluxe option for the hotel room instead of the standard option

• Encouraging the customer to add the car mats and seat protectors to the purchase of a new car

What is one of the best ways to explain features and benefits to a customer?

• Explain the history of the product

• Show the customer the user’s manual

• Discuss the review of this product

• Demonstrate the product

Which of the following are examples of open-ended questions?

• What features are important to you?

• Is this all for you today?

• Do you like blue or brown?

• Can I help you?

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

• Interact as if you are old friends

• Match what you say and your tone of voice to her personality (unless the customer is rude)

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

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

A good reason for creating an opening for discussion is to:

• Convince the customer how much you know about the product

• Break down the customer’s sales resistance

• Get to know what the customer wants

• Find out how much money they brought with them