NEW
Font size
WorksheetsRES CA Revision IV (Unit 1 & 2)
Total questions: 40
Worksheet time: 13mins
The first thing a sales assistant can do to set a customer at ease is to
greet.
smile.
shake hands.
make eye contact
When a sales assistant meets his/her customer in the store for the first time, he/she should
hug the customer.
initiate the handshake.
pat the customer’s back.
stand ready to take an offered hand.
Eye contact should be made
immediately.
after 3 seconds.
after 5 seconds.
after 7 seconds.
The following are examples of touchpoints in a department store EXCEPT
size of fitting rooms.
daily tabulation of cash.
cleanliness of merchandise on display.
queue management at cashier counter.
Creating a good first impression is
essential.
not necessary.
least necessary.
the job of the customer.
The elements of a good greeting includes
immediate recognition.
making the greeting cool.
starting with “May I help you?”.
understanding the retail assistant.
Angel is an ITE student. As a student pursuing her education, one of her needs includes owning a/an
van.
ezlink card.
cherry qq car.
7 seater family car.
“Are you able to provide me with an example of the design you have in mind?” is an example of
seeking for clarification.
checking for understanding.
beginning the flow of information.
continuing and redirecting the flow of information.
Open questions are good for
opening a dialogue.
seeking specific answers.
checking for understanding.
drawing out feelings, attitudes, likes and dislikes
“Blue is a nicer color, do you agree?” is an example of
open question.
leading question.
probing question.
ambitious question.
Annie cannot make up her mind if she should go to Chinatown or Orchard road to buy birthday present for her mother. Annie is at the stage of the buying process of
"Why should I buy?"
"What should I buy?"
"When should I buy?"
"Where should I buy?"
At work, Steve is a purchasing manager. At home, he is the father to 2 teenage kids. Which social factor is influencing his buying behaviour?
Office.
Family.
Groups.
Roles and status.
The set of basic values, perceptions, wants and behaviours learned by a member of society is referring to
cultural factor.
demographic factor.
geographical factor.
physiological factor.
If a person is retrenched, his/her buying behaviour will be affected by
lifestyle.
occupation.
economic situation.
personality and self-concept.
How many psychological factors affect a consumer’s buying behaviour?
1.
2.
3.
4.
Personal space is known as the physical space
100 meters surrounding someone.
200 meters surrounding someone.
300 meters surrounding someone.
immediately surrounding someone.
When the sales staff invades into a customer’s personal space, the customer will feel
happy.
delightful.
motivated.
uncomfortable.
One of the advantages of using closed questions in a sales presentation is that
it takes longer time.
it is easier to tabulate.
it is more confusing to the customers.
its respondents are more unlikely to answer sensitive questions.
Which one of the following is a step in welcoming customers?
Put customer at ease.
Ensure customer is happy.
Address customer by his/her name.
Initiate handshake with the customer.
Insurance agent needs to make early eye contact as it projects
attractiveness.
power.
sincerity.
youthfulness.
One of the steps in welcoming customers is to
put them at ease.
follow them around the shop.
check that the customers do not touch the goods.
ensure that the customers do not steal the merchandise.
Which one of the following is an importance of exceeding customer satisfaction at ‘Touchpoints’?
Creating a good first impression.
Having a handshake with customer.
Addressing customer by the first name.
Allowing customer to hold the products.
Which one of the following statements is an open question?
Do you normally wear red?
What do you think of your overall look now?
What is the occasion for this dress you are getting?
How old is your niece whom you getting this gift for?
Sally is an insurance agent and likes to ask, “What will happen to your family should you fall sick?”. This is an example of a/an
open question.
closed question.
probing question.
leading question.
Ally moves one step backward when John suddenly leans very close to speak to her. Ally’s reaction is most likely due to
body posture imbalance.
being very fearful of John.
her personal space has been invaded by John.
the weather being too warm and needed some air
circulation.
In Maslow’s Hierarchy of Needs, achieving one’s full potential is an example of
social need.
prestige need.
spiritual need.
self-actualization need,
Which one of the following is NOT a purpose of questioning?
Checking for understanding.
Beginning the flow of transaction.
Explaining the relevant product benefits.
Continuing and redirecting the marketing process.
Which one of the following question helps to identify the customer’s needs for washing machine?
How often do you shop for clothes?
What is your average annual income?
How often do you go grocery shopping?
Do you have many school-going children in your family?
A salesperson has to establish immediate eye-contact with prospects as it projects
attentiveness.
attractiveness.
disinterest.
eagerness.
James, a financial planner, asked a prospect about his average monthly expenditure because he wants to
check for confirmation.
begin the flow of information.
check your family background.
hold on your attention and build trust.
A question like, “Do you like this dress?”, will most likely generate
one-word response.
many words respond.
flow of information from customers.
customer chatting away about her preferences.
A young bachelor lawyer would rather buy a two-door sports car than a 7-seater family sedan car. The following are personal factors that influence his buying behaviour except
age.
lifestyle.
motivation.
occupation.
Which one of the following is NOT an example of “Touchpoint”?
Early closing time.
Speed of checking out.
Cleanliness of fitting rooms.
Efficient queue management.
In the buying process, when the prospect asks, “Why should I buy?”, the salesperson needs to help the prospect to
realize his needs.
match price to benefits.
justify the price of the product.
choose from either wholesaler or retailer.
Lily thinks that pink nail polish is the best colour for teenagers. Her choice of product is influenced by
belief.
learning.
knowledge.
personality.
Which one of the following is the correct etiquette for creating a good 1st impression with customers?
Folded arms.
Slouched posture.
Weak handshake.
Greet and smile at customer.
Which one of the following is an importance of being well groomed?
Impress the customers.
Motivate prospect to buy.
Introduce though word of mouth.
Provide good service to customer.
Which one of the following is NOT a social factor influencing buying behavior?
Family.
Groups.
Perception.
Roles and status.
Why is it important to understand customer’s non-verbal signals?
Recognize their needs.
Identify customer lifestyle.
Influence customer to buy.
Impress customer’s loyalty.
Jake works in a retail store that caters to young and trendy customers. He needs to be well groomed and reflect the appropriate image for his brand. Jake must
polish his nails.
spot an odd hairdo.
apply skincare on his face.
wear the right combination of clothes.
