WorksheetsCS Ch. 2 - Know Before You Sell
Total questions: 36
Worksheet time: 18mins
A successful sales associate needs to know the major features of only the most popular products in the store.
True
False
People with a growth mindset believe their abilities are developed and can continuously improve.
True
False
As a sales associate you should not attend any of the training offered by your company.
True
False
As a sales associate you should be sure you are “speaking the same language” as your customer. Don't use technical terms they do not understand.
True
False
Knowing the specific features and benefits of the merchandise your company sells can help you better explain to customers how specific products can meet their needs.
True
False
An example of a product feature is 64 gigabytes of storage.
True
False
You should only interrupt a customer when necessary to clarify information.
True
False
As a sales associate, your top priority is to make sure the customer is satisfied that you have done your best only if they buy something.
True
False
Which of the following is the BEST technique for directing a customer to the customer service department?
"Customer service is on the third floor' take the elevator and turn right when you get off."
"You'll have to take this to Customer Service; I can't help you here."
"Someone in Customer Service can help you with that; I'll show you the way."
"Someone in Customer Service can help you with that; Customer Service is on the third floor; take the elevator and turn right when you get off. I'll show you the way."
Benefits of a product are determined by:
the salesperson
the manufacturer
the customer
all of the answer choices are correct
While you are stocking shelves in one of the grocery aisles a customer approaches you and asks where he can find a specific type of printer. You are unsure of where this item is located, but you do know it's in the electronics department. You should...
walk the customer over to the electronics department and find an employee there to help them
point to the direction of the electronics department and tell the customer they should look there
tell the customer you no nothing about printers, so you can't help.
tell the customer your store doesn't sell printers <--Natavious
If a customer asks you a question and you do not know the answer, you should....
make something up to tell the customer.
ask the customer if they have their phone and can google the answer
admit you do not know the answer and find someone who does.
admit you do not know the answer and tell the customer to ask another employee in the store.
The physical attributes of a product (color, size, materials it is made from, function, etc.).
product knowledge
product returns
product benefits
product features
____ answers the questions of "what?"
product knowledge
product returns
product benefits
product features
____ answers the questions of "why"
product knowledge
product returns
product benefits
product features
Lou went to a seafood restaurant and looked over the menu, when the waiter approached the table, Lou asked "Can you recommend your favorite meal?" The waiter can correctly respond by saying...
"I'm sorry, I've never eaten here."
"I don't like seafood, sorry, can't help"
"I haven't had the chance to try much yet, but our most popular is the sampler. You can get a variety, and you have a choice between boiled or fried.""
"Let me ask my boss what he likes."
Customer service starts...
after the customer makes a purchase.
before the customer walks through the doors.
when the customer walks through the door.
when your boss says so
Information learned and used to help customers understand how a product or service will meet their needs.
Features
Benefits
product and service knowledge
testimonials
A customer states, "I want the phone with the most storages, so can save pictures of my grandchildren."
The underlined portion is...
Feature
Benefit
product and service knowledge
testimonials
Retailers use product and service knowledge to...
assist customers in locating products within the store
provide general information to answer customer questions
offer customers extensive information about products and services
all are correct
Which of the following is the most basic level of product/service knowledge?
Product location awareness
Product warranty information
Specific product features
Knowledge of the user manual
Seeing out and fully participating in company provided training opportunities is vital and can...
build your confidence
enhance communication skills
increase your interest and enthusiasm about the retailer's service or products
all are correct
Once you've established what is most important to the customer, you should share ____ feature(s) that support their needs.
all of the
1
2-3
5-6
Acquiring and maintaining product/service knowledge should be done...
once
every year
constantly
every other year
A customer states, "I want a teal phone case because that color makes me happy!"
The underlined portion is...
feature
testimonial
benefit
demand
After working closely with a customer, Joe failed to make a sale. Joe decides that he will never be as good of a sales associate as his coworkers. Joes has a...
growth mindset
messed up mindset
fixed mindset
positive mindset
complete the equation
Customers = ? = wages = employee pay check
liability
revenue/profit
losses
time
Research shows that people tend to make an initial decision about a person...
after 3 minutes
after 5 minutes
after a day
almost instantly
Acknowledging the customer with a genuine smile and a cheerful greeting as well as, using their name are all ways to build
a team
rapport
support
money
Customers should be acknowledged within the first ____ of entering.
minute
45 seconds
second
30 seconds
"What features are you looking for in your new laptop?" is an example of a(n)...
open-ended question
complex question
closed-ended question
simple question
Crossing your arms or turning your body away from the customer could portray (show)...
interest
enthusiasm
disinterest
disgust
Which of the following does NOT describe a product feature?
saves time
sweet and salty flavor
wool material
neon tie dye
Which of the following is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?
The location is on the other side of the store, so it would be a long walk for you
You're not sure exactly where the product is located
You're working with another customer and can't leave your area
The customer doesn't seem likely to be able to afford the product
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
patient listening
foundational listening
passive listening
active listening
Which of the following is an example of a good ice breaker question?
"What is the most important feature you're searching for?"
"Do you prefer Android or iOS?"
"Have you shopped with us before?"
"How old are your kids?"
