Typecasting LAP Quiz

A salesperson can try to identify customers' personality types by

• observing customers' actions.

   

• giving efficient service.

•   serving customers quickly.

   

• asking personal questions.

Salespeople should handle each customer as a

 

• routine transaction.

•   possible problem.

   

• part of the crowd.

•   unique individual.

A customer asks, "How does this microwave oven compare with the one in the display?" This type of question is often asked by a(n) __________ customer.

•   informed

   

• decisive

• fact-finder

   

• impulsive

When a customer appears to be in a hurry, the salesperson should quickly find the item requested in order to

 

• suggest a substitute.

   

• show other goods.

•   be courteous.

•   complete the sale.

A customer says, "I'll take this bracelet that I just saw in a display. I know it's expensive, but my wife will love it." What customer personality type is this?

 

• Fact finder

   

• Decisive

• Impulsive

   

• Practical

What is a characteristic of the decisive customer?

 

• Wants purchases to be noticed

•   Wants the best

•   Asks for specific items

•   Challenges the salesperson

Which of the following questions would be asked by a practical or frugal customer:

•   "Which of these coats is the latest style?"

•   "Will the fabric in this coat wear well for several seasons?"

   

• "Do you have the coat that's in the window in blue?"

   

• "Why don't you ever have any of the coats I like in my size?"

A customer who requests a particular brand and model of a product because it received a very high rating by a consumer magazine is a(n) __________ customer.

•   informed

   

• impulsive

   

• practical or frugal

•   fact-finder

Successful salespeople know that the only reason for their being employed is to provide __________ to customers.

 

• opinions

•   answers

• service

•   advice

Which of the following is a guideline for successfully handling all customer personality types:

•   Avoid asking customers open-response questions

   

• Limit the amount of time customers may browse

• Tell customers what a product will do for them

•   Use technical terms when describing products