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

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

2. The best method for finding the right product for a customer is:

• A. Asking “yes” or “no” questions to move the sale along

• B. Asking open-ended questions

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?”

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

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

8. Shoppers are more likely to buy new food products if:

• A. They can taste them

• B. You provide recipes for using them

• C. You display serving suggestions

• D. Any of the above

10. Benefits of a product are determined by:

• A. The manufacturer

• B. The salesperson

• C. The customer

• D. All of the above

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

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

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

• True

• False