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WorksheetsFM Unit 5 Test
Total questions: 26
Worksheet time: 13mins
Name
Class
Date
1.
Successful salespeople should display which characteristic?
a)
Forceful in dealing with undecided customers
b)
Slow to approach customers who are examining merchandise
c)
Skilled in solving customer problems to create repeat customers
d)
Aggressive towards coworkers in order to gain sales and job promotions
2.
Courtesy, interest, helpfulness, and tolerance are which essential expectations of sales associates?
a)
Characteristics necessary for positive customer relations
b)
Free services offered by many companies as a way to encourage sales
c)
Incentives to build employee relations
d)
Verbal communication skills
3.
When a person provides the speaker with feedback indicating the message has been received and is understood, he/she is demonstrating:
a)
active listening skills.
b)
standards.
c)
the utility principle
d)
unethical behavior.
4.
An example of verbal communication is
a)
active listening.
b)
facial expressions.
c)
hand gestures
d)
eye contact
5.
A decided customer displays which characteristic?
a)
Has a need but has not identified a product to meet that need
b)
Knows exactly what he/she wants and why
c)
Needs the salesperson to make recommendations
d)
Wants to browse
6.
Nordstrom department store distinguishes itself from other department stores by providing exceptional service and exceeding customer’s expectations. Nordstrom uses which type of selling?
a)
Communication
b)
Customer-oriented
c)
High pressure
d)
Sales-oriented
7.
Janet assists Lynne with the selection of a blouse for work. Lynne likes the fit and style of the blouse, but hesitates to purchase because it is dry clean only. This objection is based on which purpose?
a)
Need
b)
Price
c)
Features
d)
Store
8.
Dan receives pay and benefits for his work accomplished. Which consideration is he receiving?
a)
Commission
b)
Compensation
c)
Insurance
d)
Sales quotas
9.
Dan receives compensation based on the percentage of the dollar amount of his sales. Dan should receive which consideration?
a)
Commission
b)
Overtime
c)
Salary
d)
Wages
10.
Jason bought a new, designer suit because of how he feels while wearing it. Which buying motive does he experience?
a)
Emotional
b)
Impulse
c)
Patronage
d)
Rational
11.
Mary always read the small pieces of ribbon or cloth that are permanently attached to the inside of garments that she purchases. Which item is she reading?
a)
Hanger loops
b)
Hangtags
c)
Labels
d)
Packaging
12.
Customers who purchase fashion items quickly are classified as which type of customer?
a)
Casual
b)
Undecided
c)
Emotional
d)
Decided
13.
Shari, a sales associate, wants to ensure her customer is aware of the product features. In personal selling, which action is she intending?
a)
Imposing the personal preferences of the salesperson
b)
Involving two-way communication with the customer
c)
Requiring direct experience on the part of the customer
d)
Requiring the salesperson to give personal information
14.
Juan is helping a customer with a purchase. The customer cannot decide which item to buy. At this point, Juan’s best course of action to help his customer reach a buying decision would be to:
a)
show the customer more new merchandise.
b)
stop showing additional items.
c)
demonstrate another product.
d)
use the standing-room-only close.
15.
Which is a patronage motive?
a)
Durability
b)
Economy of use
c)
Love
d)
Merchandise assortment
16.
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?
a)
Actively involving the customer in the presentation
b)
Allowing the salesperson to express her opinion
c)
Questioning to determine customer needs
d)
Translating product features into benefits
17.
Al bought water-repellent pants, which will need minimal care. Which rational buying motive is he experiencing?
a)
Ambition
b)
Durability
c)
Fear
d)
Love
18.
The reason a customer hesitates to buy a product is a/an:
a)
argument.
b)
boomerang.
c)
mistake.
d)
objection.
19.
Jill bought a purse after seeing how many compliments her friend received for the same one. Which emotional buying motive did she experience?
a)
Comfort
b)
Prestige
c)
Price
d)
Quality
20.
An effective sales approach begins within:
a)
30 seconds.
b)
45 seconds.
c)
1 minute.
d)
5 minutes.
21.
An example of the greeting approach used in the retail selling process is:
a)
“Good afternoon, Ms. Edwards.
b)
“May I help you find a certain size?”
c)
“We have a great selection of leather handbags.”
d)
“Which sweater do you like best?”
22.
George helps Roderick select two men’s dress shirts. After Roderick decides to purchase the shirts, George shows him matching ties. George is trying to increase the sale by using which feature?
a)
Add-ons
b)
More-than-one selling
c)
Special offers
d)
Trading up
23.
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?
a)
Combination
b)
Greeting
c)
Merchandise
d)
Opening
24.
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?
a)
Demonstration
b)
Direct denial
c)
Question
d)
Third party
25.
Lisa works for Neiman Marcus, a large upscale department store. Customers make appointments with Lisa to tell her of their needs and preferences. She provides a high level of individualized attention to her customers and often pulls together their entire season’s wardrobe. Lisa is performing which role?
a)
Personal shopper
b)
Sales associate
c)
Sales clerk
d)
Stock associate
26.
A premium skin care company will award the sales associate with the highest total sales for the summer a three-day, all-expense-paid trip to Myrtle Beach. The trip is which type of compensation?
a)
Commission
b)
Incentive
c)
Salary
d)
Sales quota
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