Unit 5 - Fashion Merchandising Post Assessment

An example of verbal communication is:

• active listening

• facial expressions

• hand gestures

• eye contact

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

• Characteristics necessary for positive customer relations

• Free services offered by many companies as a way to encourage sales

• Incentives to build employee relations

• Verbal communication skills

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

• active listening skills

• standards

• the utility principle

• unethical behavior

Successful salespeople should display which characteristic?

• Aggressive towards coworkers in order to gain sales and job promotions

• Forceful in dealing with undecided customers

• Slow to approach customers who are examining merchandise

• Skilled in solving customer problems to create repeat customers

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

• Communication

• Customer-oriented

• High pressure

• Sales-oriented

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

• Emotional

• Impulse

• Patronage

• Rational

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?

• Hanger loops

• Hangtags

• Labels

• Packaging

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

• Ambition

• Durability

• Fear

• Love

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?

• Demonstration

• Direct denial

• Question

• Third party

George helps Roderick select two men's dress shirts. After Roderick decides to purchase the shirts, George shows him matching ties. George is trying to increase the sale by using which feature?

• Add-ons

• More-than-one selling

• Special offers

• Trading up