WorksheetsNRF Customer Service & Sales: "Explaining Features and Benefits"
Total questions: 15
Worksheet time: 8mins
1. A customer will be more likely to buy a product such as a VCR if you:
A. Show how easy it is to program
B. List every feature the VCR has
C. Open the manual to show how instructions are displayed
2. The best method for finding the right product for a customer is:
A. Asking “yes” or “no” questions to move the sale along
B. Asking open-ended questions
3. Customers most likely need your help when:
A. They are buying a product for the first time
B. They purchase an item frequently
C. An item includes assembly instructions
D. A and C
E. All of the above
4. If you discourage customers from purchasing a product that exceeds their needs, they are most likely to:
A. Appreciate your honesty
B. Resent your interference
C. Buy more than they need anyway
5. Permanent labels in clothing are required by law to include:
A. The city in which the product was made
B. The fiber content, in descending order
C. The size
D. All of the above
6. A successful sales associate needs to know the major features of only the most popular products in the store.
True
False
7. Brand loyal customers:
A. Always purchase from the same store
B. Ask for a particular make by name
C. Either of the above
8. Shoppers are more likely to buy new food products if:
A. They can taste them
B. You provide recipes for using them
C. You display serving suggestions
D. Any of the above
9. It is best to show products:
A. In dim lighting to avoid glare
B. Under artificial lighting to improve color
C. In natural light
10. Benefits of a product are determined by:
A. The manufacturer
B. The salesperson
C. The customer
D. All of the above
11. Increased capacity would be a benefit of which feature?
A. Neutral colors
B. Natural fibers
C. Man-made materials
D. Dimensions
12. If a customer does not have a clear picture of what she wants, the sales associate should:
A. Point out the product that sells the best
B. Ask questions that can be answered “yes” or “no” to quickly narrow the options
C. Demonstrate the sales associate’s personal favorites
D. Ask open-ended questions to determine the customer’s needs
13. When asked, “Is this a good sleeping bag?” a sales associate’s best response is:
A. “Yes, and it’s on sale.”
B. “It’s our best-seller.”
C. “I love mine.”
D. “Can you tell me where you’ll be using it?”
14. The first step in addressing a customer’s objections is to:
A. Try to change the subject
B. Point out ways the product benefits the customer
C. Make sure you understand the objection
D. Try to show alternative products
15. If a customer’s objections don’t seem consistent with what she said before, you should:
A. Point out the inconsistency
B. Dig a little deeper to get to the root of the problem
C. Suggest that you start over
