Active listening is

• listening while maintaining eye contact with the speaker

• listening and using positive body language

•  listening and responding to the other person in a way that improves understanding

•  listening while staying active by running, jogging, etc.

If a customer walks directly to an item, this may indicate that he: 

• Knows what he wants and would probably appreciate quick, efficient service 

•  Just wants to look at the item and has no interest in buying 

• Is in a hurry and doesn’t want any attention from you 

• Is looking for the least expensive brand

Your ultimate goal as a sales associate is to: 

• Meet your quota each month

• Provide service to as many customers as you can 

• Satisfy the customer 

• Be the top sales associate in your department

You can best determine the customer’s needs by gathering information through careful observation and by:

• Deciding the type of products you think the customer should buy

• Telling the customer everything you know about your products 

• Asking the customer thoughtful questions 

• Studying all literature on the products you sell so you can answer questions.

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

• Are direct and to the point

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

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

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

• Are structured to save the customer’s time 

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

•  Can I help you? 

• What features are important to you? 

• Do you like blue or brown?

• Is this all for you today? 

When fitting the products to the customer, you should: 

• Correct her if she tells you the wrong size 

•  Ask questions that will help her define the right fit 

• Select the approximate size you believe that she is.

• Wait till the customer picks out the right size.

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

• You look to be about a size XX. 

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

• How big are you?

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

How would you handle a situation where a customer wants a brand that you don't carry?

• Convince him that your brands are better

• Get permission from him to show the items you do have that meet his needs

• Tell him that he won't find anything better than what you have

• Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway

• Tell him you don't carry that brand then excuse yourself to serve someone else

If your store does not offer the particular product or service the customer is looking for, your first option should always be to:

• Convince the customer he doesn’t need it anyway 

• Suggest alternatives that your store does carry 

•  Immediately refer him to a competitor

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