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WorksheetsRES CA Revision I (Unit 1 & 2)
Total questions: 20
Worksheet time: 7mins
A salesperson should create a professional image as he/she
projects the future.
represents the future.
represents the company.
projects the perceived value.
John was told that the ideal hand shake consists of shaking hands
firmly and offering the whole hand.
feebly and offering the whole hand.
firmly and offering only the front half of the fingers.
feebly and offering only the front half of the fingers.
When Fabian meets his customer for the first time, he should
clench his fist.
hug his customer.
initiate the hand shake.
stand ready to take an offered hand.
Which one of the following is NOT a personal factor that influences the buying behaviour?
Age.
Lifestyle.
Occupation.
Perception.
To project confidence, the sales person should
keep the head tilted and stand straight.
keep the head straight and stand straight.
keep the head tilted and stand tilted to one side.
keep the head straight and stand tilted to one side.
While Fanny waits for her colleague Jeanette to retrieve a dress from the storeroom, Fanny starts to discuss with her customer about the newly opened eatery next door. Fanny is trying to create a
big talk.
low talk.
high talk.
small talk
The moment Iris sees a customer walk into her shop, she should
pout and look away from the customer.
smile and look away from the customer.
pout and make eye contact with the customer.
smile and make eye contact with the customer.
To set any person at ease, what is the best thing to do?
Smile.
Smirk.
Sneer.
Snigger.
Tango’s store motto is to smile at every customer that step into the store. Tango is projecting the impression that they welcome customers into their store and is there to help their customers
in certain ways.
at the check in counter.
at the checkout counter.
in whatever way they can.
An acknowledgement is a/an
verbal greeting.
non-verbal greeting.
judgmental greeting.
non-judgmental greeting.
The fourth step to putting customers at ease is to
take control.
look at them in the eye.
allow customers to talk.
let customers have control.
Samantha can check the needs of her customer by asking which one of the following question?
Which one do you like the most?
Which one do you like the least?
Do you have any budget to consider?
Could you give me an example of the brand?
“Mrs Ng, when I am shopping for electrical products, I also look out for quality products with the best price.” This is an example of
imitating the customer’s buying habits.
enhancing the customer shopping experience.
challenging the customer’s product knowledge.
letting the customer know that you are just like them.
From past working experience, Ace noticed that customers who are at ease will
open their minds and ignore his sales presentation.
close their minds and ignore his sales presentation.
open their minds and listen to his sales presentation.
close their minds and listen to his sales presentation.
Zoe is back to work after her 1 year long holiday. Her memory on etiquette is very vague. Highlight to Zoe, which one of the following is NOT a point to note on etiquette.
Be attentive to habits.
Take a seat immediately.
Remember the buyer’s name.
Thank the prospect for seeing you.
A want is defined as
things that people must have to live.
goods or services that we desire or wish for.
things that people do not need to have to live.
goods or services that we do not desire or wish for.
In Maslow’s Hierarchy of Needs, being promoted to a manager is known as
esteem needs.
physiological needs.
belongingness needs.
self-actualisation needs.
Which one of the following is an example of an open question?
Why do you like to drink tea?
What did you have for dinner?
Where did you go for your holiday?
Who did you go out with yesterday?
Hugo prefers to use open questioning techniques when identifying his customer’s needs. One of the advantages of using this technique is that
there are more insights.
there are fewer confusing answers.
it is easier to tabulate and compare.
respondents are more likely to answer sensitive questions.
Edwin’s son will be turning 21 next month. He cannot decide whether to buy his son a hand phone or to bring his son on a 2 weeks holiday to Europe. Which stage of the buying process is Edwin at?
Why should I buy?
What should I buy?
When should I buy?
Where should I buy?
