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WorksheetsChapter 2.2 review
Total questions: 20
Worksheet time: 10mins
Customers who have waited 30 seconds feel like they have waited how many minutes?
10 minutes
1 minute
3-4 minutes
five minutes
Acknowledging the customer’s presence includes:
Not making the customer wait too long
all of these
Making eye contact
Never leaving a customer unnoticed
Projecting a professional and friendly image includes
Dressing in expensive, professional-looking clothes
Shaking every customer’s hand
Behaving in an alert and courteous manner
Standing behind your cash register and waiting for a customer
Which of the following is a direct way to show you are interested and friendly?
Engaging in long conversation
Make extended eye contact
Asking, probing, personal questions about their relationship
Smile
When creating an opening for discussion, never ask a customer “can I help you?” because it can lead to a
Dead-end response
Long boring conversation
Waste of time
Wedding proposal
What percentage of customers say they are likely to spend money if the sales associate is helpful?
90%
10%
45%
20%
What percentage of customers will walk out of the store if they don’t like the attitude of the sales associate?
18%
15%
1%
40%
As the sales associate, you should greet each customer in what type of way
loud and cheerful
natural and relaxed
quiet and clear
nonverbal
This type of question leads to further conversation by gaining more information
Open-ended questions
Closed-ended Questions
Rhetorical Questions
Disjunctive Questions
This type of question tends to end the conversation because it is usually answered in one word or yes/no answers:
Open-ended questions
Closed-ended Questions
Rhetorical Questions
Disjunctive Questions
These questions typically begin with words such as will, can, may, are, & do
Open-ended questions
Closed-ended Questions
Rhetorical Questions
Disjunctive Questions
Active listening requires
Concentration to avoid thinking about what you will say next
Monitoring your body language
Patience not to interrupt the customer unless absolutely necessary
all of these
means that you are hearing and understanding what a speaker is saying and the messages suggested behind the words
Open-ended questions
Active listening
Casual conversation
Breaking the ice
Which of the following is an example of an open-ended question?
Can I help you?
What features are important to you?
Do you like blue or brown?
Is that all for you today?
An example of active listening is when a customer shows up and appears to be upset and on edge, the sales associate should:
tell them to calm down
show empathy in their replies
give them coupons and a refund
call your manager
Which is the best response when trying to determine the customer’s needs?
I have this product in 64 GB and I’ve never run out of storage, it should be fine for you.
Do you want blue or pink?
We’ve got a big selection, what style do you prefer?
Did you do your research on this product before coming into the store today?
Which of the following is the best way to demonstrate that you have understood the customer?
Restate and summarize their needs
Ask the customer to repeat what they said
Restate the customer’s exact words
Ask the customer a follow-up question
Which of the following questions is closed-ended?
Would you like paper or plastic?
How do you go about booking tickets for a flight?
What sights do you expect to see on your vacation?
How did you and your best friend meet?
These questions typically begin with the words: Who, What, When, Where, Why, & How
Open-ended questions
Closed-ended Questions
Rhetorical Questions
Disjunctive Questions
Build customer’s trust by responding to their needs and giving them:
good information
coupons and discounts
whatever they ask for
free samples
