WorksheetsRetail Fundamentals Knowledge Check 2.2
Total questions: 10
Worksheet time: 5mins
Which of the following is NOT a step in the basic selling process?
Make a connection
Recite product features
Personalize service
Assess needs
Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?
A leading question
An open question
An open-ended question
A closed-ended question
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?
A leading question
An open question
An open-ended question
A closed-ended question
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
Active listening
Passive listening
Which of the following is the best way to demonstrate that you have understood a customer?
Restate and summarize their needs
Ask the customer to repeat what they said
Restate the customer's exact words
Ask the customer a follow-up question
Which of the following is an example of upselling?
"I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price--it's on sale!"
"I'm sure you'll love those basketball sneakers. Do you also need any t-shirts or shorts?"
"I love the TV model you're looking at; let me show you a different model with similar features for the same price, so you can see another brand."
"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00."
If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?
A basketball
Soccer shorts
A soccer goal frame and net
A baseball bat
What is recommending additional items that complement a customer's purchase, such as shoe cleaner to go with new leather shoes, called?
mixed selling
upselling
cross-selling
opportunity selling
What is the last step in the customer service process?
listen
greet
deliver
respond
Why do retailers use technology in stores and online?
to identify and increase risks and liabilities
to communicate with customers through in-person conversations
to enhance or simplify their shopping experience and to find information
to offer restricted payment options
