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CS Workbook #5 (Explaining Features and Benefits)

Total questions: 25

Worksheet time: 13mins

Name
Class
Date
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
d)
None of the choices are best.
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
c)
Let the customer do all of the talking and not asking any questions
d)
Run the other way when you see a customer
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)
They are buying a product for the first time AND An item includes assembly instructions
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
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
6.
A successful sales associate needs to know the major features of only the most popular products in the store.
a)
True
b)
False
7.
Brand loyal customers: 
a)
 Always purchase from the same store
b)
Ask for a particular make by name
c)
Either of the choices
d)
Neither of the choices
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 choices 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

10.

Benefits of a product are determined by:

a)

The manufacturer

b)

The salesperson

c)

The customer

d)

All of the above

11.
Increased capacity would be a benefit of which feature? 
a)
 Neutral colors 
b)
Natural fibers
c)
Man-made materials
d)
Dimensions
12.

If a customer does not have a clear picture of what she wants, the sales associate should:

a)

Point out the product that sells the best

b)

Ask questions that can be answered “yes” or “no” to quickly narrow the options

c)

Demonstrate the sales associate’s personal favorites

d)

Ask open-ended questions to determine the customer’s needs

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?”
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

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

16.
A layaway option could satisfy a customer’s objection regarding:
a)
Warranty
b)
Capacity
c)
Affordability
d)
Delivery time
17.
If an item is going to go on sale next week, you should tell the customer.
a)
True
b)
False
18.
If a customer wants an item that is out-of-stock, you should do all of the following except: 
a)
Find out when the next shipment is due to arrive
b)
Contact other stores in your chain to see if they have it in stock
c)
 Check with the warehouse and see how quickly it can be transferred to your store
d)
Take the customer’s phone number but don’t promise to call by any specific date
19.

Private label items:

a)

Are often made by famous manufacturers

b)

May have the same features as a nationally-recognized brand

c)

Are often less expensive than national brands

d)

All of the above

20.

If you do not have a product that meets all of a customer’s needs, your best course of action is to:

a)

Sell a product you have that satisfies most of the customer’s needs

b)

Point the customer toward a nearby competitor that sells exactly what they’re looking for

c)

Avoid waiting on the customer

21.
A customer says, “I know this is a popular line, but this is an awful lot to pay for a simple white T-shirt.” The best option for the sales associate is to:
a)
Provide more information 
b)
Make it easier to buy
c)
Suggest an alternative
d)
None of the above
22.
If a customer ends up disappointed with a purchase, there is no value to the customer’s feedback.
a)
 True
b)
False 
23.
You should contact your customer for feedback when: 
a)
Their items are being delivered
b)
They purchase expensive items
c)
They give you permission to call
d)
 All of the above
24.

Customers are most likely to complete feedback surveys if:

a)

The forms are placed near the cash register

b)

They are happy with your service

c)

You ask them to

d)

None of the above

25.
Encouraging feedback from customers is the best way to build sales.
a)
True
b)
False

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