WorksheetsRES CA Revision II (Unit 1 & 2)
Total questions: 20
Worksheet time: 7mins
Which one of the following is NOT an example of a good greeting?
Immediate recognition.
Look at them in the eye.
Handshakes are optional.
Greeting should be warm and sincere.
Which one of the following is an important factor to exceed customer satisfaction at ‘Touch points’?
Welcome customer.
Put customer at ease.
Acknowledge customer.
Creating a good first impression.
To project confidence and enthusiasm, a salesperson should
stand skewed.
keep head down.
lean against a wall.
keep head straight.
Amy is a sales promoter of SeSe Cosmestics. To put customer at ease she should
ignore the customer.
give them a sincere compliment.
shake customer’s hand immediately.
greet the customer while standing behind the sales counter.
Which one of the following is NOT a purpose of questioning?
Checking for understanding.
Listening to customer responses.
Beginning the flow of information.
Continuing and redirecting the flow of information.
When the customer’s personal space is invaded, the customer could
feel the warmth.
feel uncomfortable.
smile and do handshake.
be closer to the salesperson.
Which one of the following is an example of a closed question?
Do you like shopping?
Why do you like coffee?
Why do you like shopping?
Where did you go for holiday?
Which one of the following is NOT an example of non-verbal communication cues?
Smile.
Talking.
Posture
Facial Expression.
The salesperson looked out of the sales space while serving a customer. Which one of the following negative non-verbal cues is the salesperson projecting?
Hands.
Posture.
Gestures.
Eye Contact.
Facial expression is an important part in
Communication.
Concise.
Consistency.
Contact.
Mary always consults her parents when she needs to purchase products that are above $20. Which one of the following factors influences her buying behaviour?
Cultural.
Personal.
Psychological.
Social.
Which stage of the buying process is the customer at when the customer realizes that the product offered can satisfy his need?
Why should I buy?
What should I buy?
When should I buy?
Where should I buy?
When a customer walks into the store, salespeople should acknowledge the customer by
greeting him warmly.
offering a firm handshake.
smiling and making eye contact.
giving him a sincere compliment.
Desmond, who is a salesperson, understands the importance of good etiquette. Which one of the following is a way of displaying good etiquette?
Speak loudly.
Wear showy clothes.
Project self-confidence.
Remember customer's name.
Which one of the following buying factors is applied when your friend influences you to buy that newly launched handbag?
Cultural.
Personal.
Psychological.
Social.
A salesperson has to be presentable in order to impress customers. Which one of the following is NOT an example of a well groomed salesperson?
Hair is neatly styled.
Nails are well cut and shaped.
Clothes are of high fashioned.
Makeup is subtle and attractive.
Wants are things that you
must have.
need to live.
do not want to have.
desire and like to have.
Probing question is used by a salesperson to
find out more details.
allow customer to talk.
check for understanding.
lead respondent to your way of thinking.
Jenny has received her year-end bonus and is considering buying a 32 inch or 42 inch flat screen TV. Which stage of the buying process is she going through?
What should I buy?
What is a fair price?
When should I buy?
Where should I buy?
Which one of the following is an advantage of closed questions?
Easy to answer.
Time consuming.
Free to response.
May be irrelevant.
