WorksheetsRES CA Revision III (Unit 1 & 2)
Total questions: 20
Worksheet time: 7mins
Then moment you see a customer, the first thing you should do is to
smile.
shake hand.
greet the customer.
look at them in the eye.
Which one of the following is not a physiological need?
Food.
Friends.
Sleep.
Warmth.
We cannot satisfy all our wants due to
Wealth.
Limited money.
Unlimited means.
Good self-control.
“Sir, would you like to have water or milk?’’ is a/an
open question.
close question.
probing question.
leading question.
Simon notices that the customer was smiling when he was looking at the briefcase on display. This is an example of
good posture.
satisfied customer.
verbal communication cues.
non-verbal communication cues.
Customers’ needs can be identified through the following ways EXCEPT
analysis.
listening.
observation.
asking questions.
During the questioning process, why would the salesperson continue and redirect the flow of information?
To check for logic of the prospect’s statement.
To seek more specific answers of a prospect’s statement.
To recognize the inconsistencies of the prospect’s statement.
To ask for a more detailed explanation of a prospect’s statement.
The following are important touch-points at retail shop EXCEPT
spacious fitting room.
prominent cashier counter.
excellent customer service.
long queue at the cashier counter.
Ivan is the President of the Platinum Golf Club. He is also an active member of the community club. According to Maslow’s Hierarchy Pyramid, at which of the stage of the pyramid is he at?
Safety needs.
Social needs
Esteem needs.
Self-actualisation.
Which one of the following is considered a need?
Plain water.
Evian mineral water.
Watson’s distilled water.
Mineral water from the alps.
Which one of the following is a positive non-verbal cues?
Avoid eye contact.
Furrowing of brow.
Shoulders turned away.
Hands touching the product.
Early eye contact projects the following EXCEPT
attentiveness.
hostility.
honesty.
sincerity.
“Mdm, this bag is the latest arrival from Italy. It is made of high quality leather and we are having a 30% discount on this item. Would you like to purchase it?” is a/an
open question.
close question.
probing question.
leading question.
“Madam, we have various collections of bags for students. May I know how old is your son?” is a/an
close question.
open question.
probing question.
leading question.
Last month, Annie was promoted to the store manager. Hence, she wants to buy a Prada bag to reward herself. Which stage of the buying process is she at?
Why should I buy?
What should I buy?
When should I buy?
Where should I buy?
Which one of the following is not a want?
Van.
BMW car.
BMX bicycle.
Harley Davidson motorbike.
What is the first step in welcoming customers?
Thank customer.
Welcome customer.
Put customer at ease,
Acknowledge customer.
Which one of the following etiquette is NOT appropriate?
Be attentive to habits.
Remember the buyer’s name.
Thank customer for coming by.
Address the customer by the first name.
Closed questions are useful for the following EXCEPT
Opening a dialogue.
Checking for understanding.
Encouraging interaction with reserved customers.
Drawing out feelings, likes and dislike of the customer.
The advantages of open questions are the following EXCEPT
more insights.
free responses.
Responses may be irrelevant.
Unlimited number of possible questions.
