Quiz about Ch 3 Selling and Service

Question 1

Which display showcases the idea of suggestive selling?

Accepted Answer

A display with a mannequin with a dress, necklace, & shoes on

Answer

A display with hunting gear and ballet slippers.

Answer

A display with different color watches.

Question 2

A customer needs help on how to clean a jacket she just bought. What should you suggest for her to do?

Accepted Answer

Look at the label

Answer

Ask the manufacturer

Answer

Ask a customer

Answer

Ask an employee

Question 3

Private label items:

Accepted Answer

All of the above

Answer

Are often made by famous manufacturers

Answer

May have the same features as a nationally-recognized brand

Answer

Are often less expensive than national brands

Question 4

Which of the following phrases might be appropriate when discussing clothing size with your customer?

Accepted Answer

Have you worn this brand before? What size was most comfortable for you?

Answer

You look to be about a size XX.

Answer

How big are you?

Answer

You wear a bigger size on the bottom than on the top.

Question 5

If your company does not have a manual that describes all the major product warranties, you should:

Accepted Answer

Create your own by making copies of the various product warranties and related information

Answer

Avoid talking about warranties with your customers

Answer

Decide on a general, neutral comment you can make if customers ask you about a warranty

Question 6

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

Accepted Answer

Check with your immediate supervisor or manager

Answer

Make the exception, but only if the customer promises to make additional purchases

Answer

Tell him you do not make exceptions

Question 7

In preparing a resource list for your customers, you should consider including:

Accepted Answer

All of the above

Answer

Local companies that have complementary services to the products you sell

Answer

Phone numbers that customers have requested in the past, such as a taxi service

Answer

Information about companies you recommend, such as repair shops

Question 8

Shoppers are more likely to buy new food products if:

Accepted Answer

Any of the above

Answer

They can taste them

Answer

You provide recipes for using them

Answer

You display serving suggestions

Question 9

A customer will be more likely to buy a product such as a DVD player if you

Accepted Answer

Show how easy it is to program

Answer

List every feature the DVD player has

Answer

Open the manual to show how instructions are displayed

Question 10

Which of the following examples BEST represents cross-selling?

Accepted Answer

Showing the customer a matching scarf and gloves when the customer purchases a winter coat.

Answer

Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes.

Answer

Discussing the benefits of different brands when a customer is purchasing a computer.

Answer

Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas.

Question 11

What is the most effective way to determine a customers price range for an item?

Accepted Answer

Listen closely to the customers responses to questions regarding price

Answer

Ask how much of weekly income the customer can spend on the product

Answer

Watch the customers body language when showing the customer a price tag

Answer

Expect that if the customer like the quality; price will not be an issue.

Question 12

Which of the following BEST defines a guarantee?

Accepted Answer

Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.

Answer

Coverage of the defects described in the information provided by the manufacturer

Answer

Certificate insuring that a product has been properly inspected by the manufacturer

Answer

Service contract that covers products beyond the time frame or conditions stated by the manufacturer

Question 13

A customer is already trying dresses on. A sales associate may assist by

Accepted Answer

Offering 2 sizes stating each brand varies

Answer

Asking what size the customer wants in the locker room

Answer

Asking how much the customer plans on spending

Question 14

When is the BEST time to tell a customer about a product warranty?

Accepted Answer

At the beginning of sales process when discussing benefits

Answer

During check out process

Answer

When the sale is complete

Question 15

Extended warranties are service contract that are not actually warranties b/c it is sold separately at an extra cost. The warranty is provided by the manufacturer. The extended warranty is provided by the:

Accepted Answer

Retailer

Answer

Manufacturer

Answer

Customer

Question 16

A retailer may allow for a more flexible return policy because it

Accepted Answer

Keeps customers from being dissatisfied by allowing them to return or exchange

Answer

Keeps customers from getting angry and yelling at the associate

Answer

Allows teenagers to wear outfits & return them afterwards

Question 17

Information a customer gives you

Accepted Answer

Is not public knowledge but you can share if the customer allows you to share it

Answer

Becomes public knowledge & you may share it with other sales associates

Answer

Becomes public knowledge but you can only share it if the customer allows

Answer

Is not public knowledge

Question 18

A sales associate can limit objections in sales presentations by

Accepted Answer

Building rapport and trust and focus on needs

Answer

Allowing an amount of time for feedback

Answer

Not going over their price limit

Answer

Telling all features

Question 19

In a department store, a $40 dress is marked, "Save 25%." What is the sale price of the dress?

Accepted Answer

$30

Answer

$10

Answer

$50

Question 20

If you discourage customers from purchasing a product that exceeds their needs, they are most likely to:

Accepted Answer

Appreciate your honesty

Answer

Resent your interference

Answer

Buy more than they need anyway

Question 21

By becoming an expert at special orders, you may benefit by:

Accepted Answer

All of the above

Answer

Learning more about the products you sell

Answer

Learning more about customer needs and interests

Answer

Getting to know people in other departments

Question 22

When the sales associate is stocking the shelves, he should FIRST

Accepted Answer

Make sure the product is working

Answer

Read the instructions on the manual to know how to use

Answer

Practice saying the features and/or benefits to a co-worker

Question 23

What is a REBATE and when does the customer receive it?

Accepted Answer

After the customer mails in the receipt and rebate form, he/she will receive money in the mail

Answer

During check out

Answer

When you put a little bit at a time for a product and then when you are finished paying for the product, you get to take it home

Question 24

Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation service for freezers. Which of the following is the BEST response?

Accepted Answer

"Unfortunately, we do not install freezers, but I will show you exactly what you need to do so you can do it yourself."

Answer

"All you have to do is simply plug it in. It does not need any special hook-ups."

Answer

"We offer installation on some items, but freezers are not included."

Answer

"I am sorry for the misunderstanding, but you do not need installation service for this unit."

Question 25

A new line of designer silk scarves has arrived in your store. The scarves have intricate clasps and there are multiple ways to tie. What should the sales associate do before demonstrating the scarves to customers?

Accepted Answer

Try out the multiple ways to tie the scarves so she can better show customers how to wear them.

Answer

Safely unpack the merchandise to minimize damage from handling before putting on display.

Answer

Photocopy an illustration to show the different styles for wearing.

Answer

Check for an inspection sticker on either the merchandise or package to ensure the clasps work properly.

Question 26

Sally works for a sporting goods store and is assigned to treadmills for the time. She completed the product training two weeks prior. What should Sally do to prepare?

Accepted Answer

Demonstrate the treadmill in the store to become familiar with the features.

Answer

Ask her boss to assign her to another department she is more familiar with

Answer

Find the treadmill box and read the information.

Answer

Switch departments with another sales associate.

Question 27

A customer brings a competitor's ad into your store and asks that you meet the advertised price. As a sales associate, what should you do FIRST?

Accepted Answer

Refer to your store's policy on meeting competitor's ads.

Answer

Tell the customer that he or she should go to the store that placed the ad.

Answer

Immediately change the price in your store to meet the competitor's.

Answer

Ask your store manager how to respond to the customer.

Question 28

You are completing a sale in store and another customer calls on the phone. What should you do?

Accepted Answer

Excuse yourself, answer the phone, and ask if you can call the customer back.

Answer

Answer the phone and continue to help the customer at the store at the same time.

Answer

Put the call on hold, excuse yourself, and go find another associate to handle the call

Answer

Excuse yourself, answer the phone, and quickly assist the caller.

Ch 3 Selling and Service

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