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WorksheetsMaking the Sale
Total questions: 20
Worksheet time: 10mins
Which of the following is a good transition statement that can lead to making a sale?
"Are you ready to buy this?"
"Do you want to buy this today or come back later?"
"Would you like that folded or left on the hanger?"
"Are you sure that's he shirt that you want to buy?"
What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?
Escalate your tone to match the customer's tone.
Call a supervisor immediately.
Deny the customer's request.
Call security.
What is one of the best ways to explain features and benefits to a customer?
Explain the history of the product
Show the customer the user’s manual
Discuss the review of this product
Demonstrate the product
If the customer isn’t shopping alone, you can include the rest of the party by:
Telling any children to behave themselves while their parent makes this important decision
Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
Giving other service to those in the party, such as offering a chair or a cup a refreshment
Remind the customer of the kids’ zone area
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XX.
Have you worn this brand before? What size was most comfortable for you?
How big are you?
You wear a bigger size on the bottom than on the top
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?
Find the elliptical training machine box and read whatever information came with it.
Demonstrate the elliptical machine in the store with customers until she is familiar with its features.
Ask her boss to assign her to another department she is more familiar with.
Switch departments with another sales associate.
A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?
Refer to your store’s policy on meeting competitor’s ads
Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
Immediately change the price in your store to meet the competitor’s price.
Ask your store manager how to respond to the customer
Dominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?
Ask “How much do you want to spend?”
Say “Do you want the red coat or the blue one?”
None of these are appropriate to continue.
Ask “Why does she want this type of coat?”
Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?
We do not offer installation services, but I will give you the number of a company that will come install the set for you.
We offer installation on some items, but washers and dryers are not included.
Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.
I am sorry for the misunderstanding, but we do not install these items.
Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?
We don’t carry that specific brand, but may I suggest …
Is that the only brand you were interested in?
Is there anything else you were looking for?
We don’t recommend that item. May I show you a better product?
All of the above
The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an item with a price tag of $9.78?
$0.93
$9.86
$10.70
$10.71
Which of the following scenarios shows the proper use of a business card? The Salesperson says,
I’m glad I was able to help you find what you needed today. Here are a few of my cards—be sure to tell your friends and family about me.
We don’t have business cards here, but if you’ll give me yours I will call you whenever something interesting comes in.
If you change your mind and do want some help, here’s my card. Just tell the other salespeople that I am already helping you.
I’ve enjoyed helping you with your gift selection. Here’s my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.
Referring a customer to a competitor will likely result in:
A lost sales opportunity for you
The customer seeking you out for future needs
The customer never returning to your store
None of the above
The collective group of customers served by a particular retailer is referred to as that retailer's
competitors.
employees.
clientele.
management.
Susan is working with a customer named Cassandra in the perfume department. Which is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled?
Susan says, “That fragrance smells very nice on you.”
After Cassandra smells the perfume, Sally says, “I can see you like a fragrance with notes of gardenia in it.”
Based on how Cassandra is dressed, Susan says, “I don’t think that perfume will fit your personality.”
Susan looks at Cassandra and says, “You have great tastes as that is our number 1 seller!”
When is an OK time to temporarily leave one customer in order to go help a second customer?
When the first customer is looking at alternate options
When the first customer doesn't appear to really be likely to buy anything
When the first customer seems likely to make a purchase
When the first customer is being difficult
A customer comes into your store and you greet them. Now that you’ve make a connection, what is your next challenge?
Find out how much time he/she has to shop.
Ask if he/she has shopped in the store before.
Determine exactly what the customer needs.
When balancing service between phone customers and those you may already be helping in the store, you should:
Since your customer is in the store, wait on the customer and ignore the phone until you have time
Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone
Move your in-store customer over to by the phone and help both customers at the same time
Tell your in-store customer that you need to get the phone and she should look around for awhile
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
Good inventory and easy checkout
Sales associates who look snazzy and take turns helping customers
Free coffee and doughnuts and a clean restroom
An enjoyable atmosphere and super service
You work in a men’s store and see a customer looking at a rack of men’s suits. What would be the best thing to say as you approach this customer?
The blue suits are very popular. You take a size 40 regular, right?
We have some great fabric and pattern choices. What colors do you prefer?
I see you are interested in our suits.
I have some great suits on sale. May I should you a few?
