ch 4 part 2

Question 1

what percentage department and specialty store purchase?

Answer 1

50%

Question 2

what is the last thing the customer will experience before leaving the store?

Question 3

what percent of our message is communicated through body language?

Answer 3

60-80%

Question 4

occurs when the customer will ask questions or make statements that signal

Answer 4

verbal ques

Question 5

All of the following are part of the SMART goal system except:

Answer 5

maximize

Question 6

Touch is one of the eight primary elements of body language. Touch can be divided four ways. Which is not an element of touch?

Answer 6

public

Question 7

Which of the eight primary elements of body language is a major source of expression?

Answer 7

face

Question 8

Which of the eight primary elements of body language is a major source of expression?

Answer 8

turns

Question 9

Which of the eight primary elements of body language is a major source of expression?

Answer 9

true

Question 10

Follow-up is necessary for all purchases. True/False

Answer 10

false

Question 11

You will be a true professional sales associate when you can recognize when an item is not right for the customer. True/False

Answer 11

true

Question 12

Credit cards are issued by the customer’s bank. True/False

Answer 12

false

Question 13

You should not worry about whether a purchase matches the customer’s needs. Your job is to sale merchandise. True/False

Answer 13

false

Question 14

. When a customer pays with a $50 or $100 bill where should you place it?

Answer 14

under the drawer

Question 15

Fidgeting can be considered to be a sign of nervousness. True/False

Answer 15

true

Question 16

Where you should you place the customers change when counting it back to them?

Answer 16

count it in their hand

Question 17

If you received counterfeit money, what two things should you write in the border of the bill?

Answer 17

intincial and date