NEW
Font size
WorksheetsRES - Exam Revision II
Total questions: 30
Worksheet time: 30mins
The moment salespeople see a customer, they must smile and
walk away.
stand upright.
make eye contact.
introduce themselves.
Which one of the following is an element of good greeting?
Immediate recognition.
Say “May I help you?”
Look away from customer.
Make greeting short and sincere.
An example of a need is
bungalow.
laptop.
smartphone.
water.
When salespeople want to influence customers to their way of thinking, they usually ask questions that are
direct.
hard.
leading.
probing.
One way for retailers to present and promote their products is through
displays.
browsers.
customisation.
manufacturers.
One key element of the marketing mix is
Production.
Persuasion.
Preparation.
Physical distribution.
When a retailer focuses constantly on customers’ needs, it is said that the retailer is practising
selling concept.
marketing concept.
excellent customer service.
corporate social responsibility.
Which one of the following is an element of product knowledge?
Distributors.
Competitors.
Delivery service.
Stock availability.
Product knowledge is important in order for salespeople to
discuss with their colleagues.
enhance their job satisfaction.
build trust with potential customers.
decrease the insurance cost of the company
Some retailers are reluctant to rectify a defective item when consumers discover the defects after purchasing them. Which one of the following approach can be used by the consumers to help settle their cases?
Lemon Law.
Reflection Law.
Thermodynamic Law.
Personal Protection Law.
One approach for a salesperson to handle a situation when a customer objects to the price of an item is to
leave them alone.
stress the exclusive features of the item.
pressure the customer to make a buying decision.
recommend the customer to speak to the merchandiser.
BeautyClear is a new player in the skincare industry. In order to convince their customers of the quality and effectiveness of the products, they should
offer samples of their products.
participate in beauty tradeshows.
hire a celebrity brand ambassador.
advertise heavily in sports magazines.
Cross-selling works when customers
are in a hurry.
want to qualify for lucky draws.
feel positive towards the company.
dislike all alternatives from competitors.
The main reason that salespeople are encouraged to cross-sell and up-sell is to
increase the productivity index.
improve store environment.
encourage customer loyalty.
increase the average transaction price.
One buying signal is when the prospect
asks for free gifts.
walks around the store.
agrees with the value of a benefit.
compares with competitors’ products.
One example of a friendly facial expression displayed by customers to show their willingness to buy is by
smiling.
winking.
pursing lips.
furrowing brows.
“Even though this small tube of eye cream costs $380, it is able to last for about 4 months and 90% of our customers will see results within 2 weeks of daily use. Would you like to pay by card or cash?” This is an example of
Trial close.
Combination close.
Direct appeal close.
Summary of benefits close.
When a customer points out what a company is doing poorly and ways to improve it, the company is said to have received a
reply.
suggestion.
partial feedback.
negative feedback.
When a company organizes a group of consumers to share about their impressions, feelings and perspective towards a product or service, they are getting evaluation through
interview.
focus group.
content marketing.
consumer engagement.
A major retailer made changes to their online shopping website for easier navigation after customers’ comments. After launching the new website, their customers had even more suggestions for additional changes. What should the retailer do?
Enroll them as members.
Terminate the online service.
Refine on the earlier changes.
Inform customers about the changes.
A loyalty programme is a valuable marketing tool used for
increasing traffic.
gaining competitors.
getting new customers.
enhancing brand propositions.
Retailers offer incentives to their loyal customers as a way to
get tax refund on their earning.
show off their strengths to their competitors.
motivate customers to increase their spending.
create activities for their marketing department.
Alice, the general manager of an international company flew frequently for both work and leisure. Whenever she flies, she is always allowed admission to the special waiting lounges of the airline that offer grooming services, shower facilities and well-equipped business centres. Alice is given these services because she
has tickets with special offers.
is a famous corporate leader.
has a share in the airline company.
is a member with special access privileges.
Retailers want to build customer loyalty because it allows them to
attract their competitors’ customers.
clear old stocks at the regular prices.
organize more promotional activities at no cost.
lower their expenditure by keeping their existing customers.
Why should customers aim to be members of loyalty programmes?
Better information about other customers.
Enjoy promotions that can lead to savings.
Obtain complimentary drinks during shopping.
Influence retailers to extend their business hours.
Why do some retailers want customers to spend a minimum amount before they can apply to be members of their loyalty programmes?
Loyal customers visit more often and spend more.
Retailers would be guaranteed a regular customer base.
Retailers would be guaranteed a certain level of purchase prior to sign-up.
Profits increase as the customer’s relationship with the company lengthens.
Retailers set sales target to
ensure staff are always working.
give staff something to aim and plan for.
prevent companies from losing suppliers.
assist in the retail operations of the stores.
Which one of the following ins NOT an area to consider when setting targets?
Renewals.
New sales.
Advertisements.
Lapsed customers.
Retailers depend heavily on real time information because
retail staff can better plan replenishment of stocks.
store managers can track competitors’ performance.
retailers are able to predict global economic situation.
customers can be motivated to buy more with better information.
Which one of the following is considered a labour cost to a retailer?
Bus fare.
Overtime rate.
Depreciation cost.
Number of retirees.
