Fashion Merch Unit 5 Review

1. An example of verbal communication is:

• A. active listening.
• B. facial expressions.
• C. hand gestures.
• D. eye contact.

2. Courtesy, interest, helpfulness, and tolerance are which essential expectations of sales associates?

• A. Characteristics necessary for positive customer relations
• B. Free services offered by many companies as a way to encourage sales
• C. Incentives to build employee relations
• D. Verbal communication skills

3. When a person provides the speaker with feedback indicating the message has been received and is understood, he/she is demonstrating:

• A. active listening skills.
• B. standards.
• C. the utility principle.
• D. unethical behavior

4. Nordstrom department store distinguishes itself from other department stores by providing exceptional service and exceeding customer’s expectations. Nordstrom uses which type of selling?

• A. Communication
• B. Customer-oriented
• C. High pressure
• D. Sales-oriented

5. Successful salespeople should display which characteristic?

• A. Aggressive towards coworkers in order to gain sales and job promotions
• B. Foreceful in dealing with undecided customers
• C. Slow to approach customers who are examining merchandise
• D. Skilled in solving customer problems to create repeat customers

6. A decided customer displays which characteristic?

• A. Has a need but has not identified a product to meet that need
• B. Knows exactly what he/she wants and why
• C. Needs the salesperson to make recommendations
• D. Wants to browses

7. Jason bought a new, designer suit because of how he feels while wearing it. Which buying motive does he experience?

• A. Emotional
• B. Impulse
• C. Patronage
• D. Rational

8. Al bought water-repellent pants, which will need minimal care. Which rational buying motive is he experiencing?

• A. Ambition
• B. Durability
• C. Fear
• D. Love

9. Mary always read the small pieces of ribbon or cloth that are permanently attached to the inside of garments that she purchases. Which item is she reading?

• A. Hanger loops
• B. Hangtags
• C. Labels
• D. Packagings

10. Anthony explained that he likes the khaki slacks, but since they have to be dry-cleaned, he hesitates to purchase them. The salesperson shares that the slacks are made with microfiber, which can be machine washed. Which technique for handling objections did the salesperson use?

• A. Demonstration
• B. Direct denial
• C. Question
• D. Third partys