NRF Customer Service & Sales: "Explaining Features and Benefits"

13. When asked, “Is this a good sleeping bag?” a sales associate’s best response is:

• A. “Yes, and it’s on sale.”

• B. “It’s our best-seller.”

• C. “I love mine.”

• D. “Can you tell me where you’ll be using it?”

4. If you discourage customers from purchasing a product that exceeds their needs, they are most likely to:

• A. Appreciate your honesty

• B. Resent your interference

• C. Buy more than they need anyway

15. If a customer’s objections don’t seem consistent with what she said before, you should:

• A. Point out the inconsistency

• B. Dig a little deeper to get to the root of the problem

• C. Suggest that you start over

1. A customer will be more likely to buy a product such as a VCR if you:

• A. Show how easy it is to program

• B. List every feature the VCR has

• C. Open the manual to show how instructions are displayed

14. The first step in addressing a customer’s objections is to:

• A. Try to change the subject

• B. Point out ways the product benefits the customer

• C. Make sure you understand the objection

• D. Try to show alternative products

6. A successful sales associate needs to know the major features of only the most popular products in the store.

• True

• False

11. Increased capacity would be a benefit of which feature?

• A. Neutral colors

• B. Natural fibers

• C. Man-made materials

• D. Dimensions

5. Permanent labels in clothing are required by law to include:

• A. The city in which the product was made

• B. The fiber content, in descending order

• C. The size

• D. All of the above

9. It is best to show products:

• A. In dim lighting to avoid glare

• B. Under artificial lighting to improve color

• C. In natural light

3. Customers most likely need your help when:

• A. They are buying a product for the first time

• B. They purchase an item frequently

• C. An item includes assembly instructions

• D. A and C

• E. All of the above