WorksheetsCS Chapter 4 - Selling and Service
Total questions: 14
Worksheet time: 7mins
What is the easiest way to calculate change?
Count up from the purchase total to the amount of money given to you by the customer
Subtract the sale price from the amount the customer paid you
Subtract the amount the customer paid you from the sale price
Start by giving all change in $1 bills, them convert to large bills if necessary
What is NOT something you should do if you get paid with counterfeit money?
Return it to the passer
Delay the passer if possible
Call the police or secret service
Write your initials and date in the white border
What should a salesperson ask of a satisfied customer to help increase their future sales?
Ask for a referral
Ask for the customer's business card
Ask, "Did I do all I can to help you today?"
Ask the customer to request another salesperson if he or she returns
A customer purchases a jacket that costs $100 with a 10% off coupon and a 25% off coupon. What is the new cost of the jacket?
$67.50
$65.00
$77.50
$75.00
Retail industry statistics show that it costs _____ to ______ times more to attract a new customer than to keep an existing one.
Four to six
Two to three
Eight to ten
None of these, there is no difference
When following up with a customer, it is important to _____.
Use a method suited to the customer
Make the process easy on the employee
Make the process a little unpleasant
Keep it in the store's best interest
As a sales associate, your job is to _________.
Explain delivery options
Dictate delivery dates and times
Complete most of thepaperwork
Wait for the customer to call if there is a problem
In the customer pyramid, customers in the lead segment get their name from ______.
Being like a weight and costing the company money
Being the most loyal
The number on the periodic table
Being a solid foundation of reliable customers
The largest percent of retail employees are in which age group?
25-34
16-19
35-44
20-24
Which age group makes up the smallest percentage of part-time employees?
35-44
20-24
25-34
55+
What is NOT an example of a unique selling proposition?
Same products as a well-known competitor
Low prices
Fast delivery
High standard of service
What is the 80-20 rule?
80% of a company's profits come from 20% of their customers
Employees should spend 80% of their time helping customers and 20% learning about products and services
80% of a company's customers come from 20% of their referrals
80% of a company's employees account for 20% of their sales
If we want to seem engaged and sincere, we should ______.
Make eye contact and lean towards the person
Make intense eye contact to let them know we're listening
Touch the person on the arm
Lean away to give the customer space
When trying to overcome customer objections, you should NOT ______.
Force the sale to meet your goals
Talk about warranty options
Discuss the product quality
Provide reassurance about your store's return/exchange policies
