3.06 Steps of a Sale

Customers who purchase items quickly are classified as which type of customer?

• Decided

• Casual

• Undecided

• Emotional

An example of the greeting approach used in the retail selling process is:

• “Good afternoon, Mr. Smith".

• “May I help you find a certain size?”

• “We have a great selection of leather handbags.”

• “Which sweater do you like best?”

A decided customer displays which characteristic?

• Knows exactly what he/she wants and why

• Has a need but has not identified a product to meet that need

• Needs the salesperson to make recommendations

• Wants to browse

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?

• Direct denial

• Demonstration

• Question

• Third party

The reason a customer hesitates to buy a product is a/an:

• objection

• argument

• boomerang

• mistake

Mike approached a customer looking at men’s dress suits and said, “These are on sale for 20% off for the next three days.” Which sales approach is Mike using?

• Merchandise

• Greeting

• Opening

This step of a sale occurs after the close: 

• suggestion selling

• thanking the customer

• sales follow-up

• handling objections

This method is also known as ‘translation method’ because it converts the objection in the minds of customers into a reason for making a purchase.

• boomerang

• direct denial

• demonstration

• transitional

A salesperson assists a customer with the purchase of a dress. She explains to the customer that the vertical stripes help make people look taller. This is an example of which action?

• Translating product features into benefits

• Actively involving the customer in the presentation

• Allowing the salesperson to express her opinion

• Questioning to determine customer needs

“May I charge this to your account for you?” is this type of closing technique: 

• direct

• standing-room-only

• which

• service