RES CA MCQs

John was told that the ideal hand shake consists of shaking hands

• firmly and offering the whole hand.

• feebly and offering the whole hand.

• firmly and offering only the front half of the fingers.

• feebly and offering only the front half of the fingers.

When Fabian meets his customer for the first time, he should

• clench his fist.

• hug his customer.

• initiate the hand shake.

• stand ready to take an offered hand.

The fourth step to putting customers at ease is to

• take control.

• look at them in the eye.

• allow customers to talk.

• let customers have control.

Samantha can check the needs of her customer by asking which one of the following question?

• Which one do you like the most?

• Which one do you like the least?

• Do you have any budget to consider?

• Could you give me an example of the brand?

“Mrs Ng, when I am shopping for electrical products, I also look out for quality products with the best price.” This is an example of

• imitating the customer’s buying habits

• enhancing the customer shopping experience.

• challenging the customer’s product knowledge.

• letting the customer know that you are just like them.

In Maslow’s Hierarchy of Needs, being promoted to a manager is known as

• esteem needs.

• physiological needs.

• belongingness needs.

• self-actualisation needs.

Hugo prefers to use open questioning techniques when identifying his customer’s needs. One of the advantages of using this technique is that

• there are more insights.

• there are fewer confusing answers.

• it is easier to tabulate and compare.

• respondents are more likely to answer sensitive questions.

Which one of the following is NOT an example of a good greeting?

• Immediate recognition.

• Look at them in the eye.

• Handshakes are optional.

• Greeting should be warm and sincere.

Mary always consults her parents when she needs to purchase products that are above $20. Which one of the following factors influences her buying behaviour?

• Cultural.

• Personal.

• Psychological.

• Social.

Which stage of the buying process is the customer at when the customer realizes that the product offered can satisfy his need?

• Why should I buy?

• What should I buy?

• When should I buy?

• Where should I buy?