WorksheetsRES - Exam Revision I
Total questions: 30
Worksheet time: 30mins
The first step in welcoming customers is
understanding them.
putting customers at ease.
acknowledging customers.
giving them a sincere compliment.
A discussion of topics such as hobbies and sports that are basically unrelated to the sale itself is known as
sales talk.
small talk.
sweet talk.
service talk.
Which one of the following is an advantage of open question?
Quick.
Free response.
Fewer confusing answers.
Give simple response to difficult questions.
Jenny has an interest in floral arrangement and attended short courses over the past few years. She hopes to become a florist on day and has signed up for a Diploma in Floristry. Which one of the following psychological factors has affected her buying decision in signing up for the course?
Beliefs.
Learning.
Motivation.
Perception.
Which one of the following is an internal factor that affects pricing?
Economy.
Competition.
Government.
Marketing objectives.
When a retailer charges a lower price for a product for a limited time, this is known as
display.
special offer.
word of mouth.
public relations.
The last stage in the sales process is
follow-up.
closing sale.
approaching.
dealing with objections.
The Consumer Protection Fair Trading Act came into effect on
March 1, 2004.
March 1, 2014.
September 1, 2004.
September 1, 2012.
The key element of product knowledge in the figure is
benefits.
special offers.
stock availability.
care instructions.
Which one of the following is NOT an approach of Consumer Association of Singapore?
Consumer education.
Working with retailers.
Pushing for legislation.
Negotiating with suppliers.
When a salesperson meets an objection, the salesperson should
avoid the objection.
acknowledge and avoid the objection.
acknowledge and clarify the objection.
acknowledge and address the objection later.
Identify the technique for handling objection based on the conversation below.
Customer: I am not willing to pay so much for this air purifier.
Salesperson: Yes, it is more expensive but this is the only air purifier that eases your allergies.
Direct denial.
Indirect denial.
Head-on method.
Compensation method.
The final goal of upselling and cross-selling is to increase the average
transaction price.
transaction period.
cost of each customer.
satisfaction of each customer.
Each customer spends about $3 when they enter a convenience store. The store owner tries to sell a chocolate bar during each transaction. Each customer spends about $4.50 after that. What is the impact on the sales after the shop owner’s action?
It remains the same
The sales decreases.
The sale of chocolate increases.
The sale of other products decreases.
When a salesperson offers to do a delivery, this is an example of a/ an
self-service.
free upgrade.
repair service.
after-sales services.
When a prospect decides to buy a product, which one of the following is a non-verbal cue that he/she might give?
When the prospect asks for the price.
When the prospect re-examines the product.
When the prospect asks if he is able to pay with credit card.
When the prospect asks about the location of the cashier
counter.
When Sky, a property agent, asks his customer if they can make a 5% down payment for a condominium, what is the technique that he used to close a sale?
Trial close.
Assumption close.
Combination close.
Summary of benefits close.
The figure is an extract from Facebook regarding feedback about a water purifier. Which method is used to collect feedback from the consumers?
Survey.
Interview.
Social Media.
Customer comment cards.
When a group of people are asked about the perceptions, beliefs and attitudes towards a product, it is known as
vocal group.
focus group.
mystery shopping.
anonymous feedback.
Which one of the following is NOT a way how customer feedback is used?
Make changes.
Refine the changes.
Communicate feedback to customers.
Do not inform the staff on his mistakes and fire him.
What do FAQs stand for
Frequently asked questions.
Frequently answered questions.
Frequently appealed quotations.
Frequently accumulated questions.
A structured marketing effort that rewards and encourages loyal buying behavior is known as
benefits.
enrolment.
subscription.
membership.
After dining at SOD café, Mindy was asked to join their loyalty program where she gets a 10% discount every time she dines. In order to qualify as a loyal program, SOD café must
provide Mindy with counselling.
inform Mindy about the benefits.
customize a card specially for Mindy.
invite Mindy for a one-day orientation program to their company.
When a customer spends $80 in Lossini, they are entitled to join their loyalty program. How does it benefit Lossini when they impose an eligibility criterion?
Lossini gets to select its customers.
Lossini will have a regular customer base.
Lossini will be able to bring in new customers.
Lossini will be able to better understand their customers.
Identify the type of benefit to customers in the figure.
The customers will be entitled to loyalty points.
The customers will be invited to promotional events.
The customers get to meet people with the same interest.
The customers have first-hand knowledge of
new products.
What should a retailer do to foster customer loyalty?
Be flexible.
Train the customers.
Employee incentives.
Company awareness.
Machinery and equipment are
capital.
labour.
output.
productivity.
Apart from focusing on new sales, Piffany and Co also targets on renewals. Renewals are also known as
recovering past customers.
retaining existing customers.
re-contracting existing customers.
returning customers who bring new customers.
Bapple produces 1,000 ePhones with 20 workers. Calculate the level of productivity.
50.
500.
1,080.
20,000.
The sales manager of Rold Storage is able to track the sales in all the locations. In this situation, real-time information is useful to the sales manager because he is able to
gain instant visibility into sales.
track inventory and distribution.
consolidate inventory management.
improve information access for all staff.
