Customer Service & Sales - Chapter 2: Know Before You Sell

It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:

• Make sure your clothes are neat and you look professional

• Find your sales book and get it ready for your next sale

• Tidy up the product display before showing it to the customer

• Greet the customer and make him feel welcome

Answer explanation

Greet the customer and make him feel welcome is crucial for building rapport. A warm greeting sets a positive tone for the interaction, making the customer feel valued and more likely to engage.

A good reason for creating an opening for discussion is to:

• Break down the customer’s sales resistance

• Get to know what the customer wants

• Convince the customer how much you know about the product

Answer explanation

Creating an opening for discussion helps break down the customer’s sales resistance and allows you to understand what the customer wants, fostering a more effective sales conversation.

If the customer isn’t shopping alone, you can include the rest of the party by: a) Telling any children to behave themselves while their parent makes this important decision b) Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate c) Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on

• Telling any children to behave themselves while their parent makes this important decision

• Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate

• Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on

Answer explanation

The correct choice is to show service to others in the party, as it creates a welcoming environment and acknowledges their presence, making the shopping experience more comfortable for everyone.

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

Answer explanation

Asking the customer thoughtful questions allows you to understand their specific needs and preferences, leading to better product recommendations. This approach is more effective than making assumptions or overwhelming them with information.

Which of the following are examples of open-ended questions? a) Can I help you? b) What features are important to you? c) Do you like blue or brown? d) Is this all for you today?

• Can I help you?

• What features are important to you?

• Do you like blue or brown?

• Is this all for you today?

Answer explanation

Open-ended questions encourage detailed responses. 'What features are important to you?' invites elaboration, while the others are closed questions that can be answered with a simple yes/no or choice.

When fitting the products to the customer, you should: a) Correct her if she tells you the wrong size b) Ask questions that will help her define the right fit

• Correct her if she tells you the wrong size

• Ask questions that will help her define the right fit

Answer explanation

Asking questions helps the customer articulate her needs and preferences, leading to a better fit. Correcting her may create discomfort and hinder the fitting process.

Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

• "Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment."

• "You’ll have to take this to Customer Service; I can’t help you here."

• "Someone in Customer Service can help you with that; I’ll show you the way."

• A and C

Answer explanation

Choices A and C provide clear directions and assistance to the Customer Service department, making them acceptable. Choice B is less helpful as it lacks guidance.

Benefits of a product are determined by:

• The manufacturer

• The salesperson

• The customer

• All of the above

Answer explanation

Benefits of a product are shaped by the manufacturer who creates it, the salesperson who promotes it, and the customer who uses it. Therefore, all parties contribute to defining the product's benefits.

A sales associate went to a class to learn about a portable Bluetooth speaker and forgot how long it takes to charge the battery. He should

• Ask another person with a similar portable speaker

• Review online class

• Look on Internet when he goes home

Answer explanation

The sales associate can ask someone with a similar speaker for quick information, review the online class for details, or look it up online later. All options are valid ways to find out the charging time.

WHY should you know about your competition?

• To say we offer a better price

• To explain why our product is better

• To be prepared for questions

• To get a promotion

Answer explanation

Knowing your competition helps you articulate why your product is superior and prepares you for potential questions. Additionally, demonstrating this knowledge can enhance your chances for a promotion.