chapte 4 tes Flashcards

1
Q

What percentage of department and specialty store purchases are on credit?

A

50%

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2
Q

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

A

the “close”

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3
Q

_________ percent of our message is communicated through body language.

A

60-80%

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4
Q

Occurs when the customer will ask questions or make statements that signal they are ready to make a purchase?

A

verbal clues

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5
Q

All of the following are part of the SMART goal system except:
Specific b.) Maximize c.) Achievable d.) Result-oriented

A

maximun

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6
Q

Touch is one of the eight primary elements of body language. Touch can be divided four ways. Which is not an element of touch?
Friendship b.) professional c.) social d.) public

A

social

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7
Q

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

A

face

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8
Q

What is the most frustrating for sales associates and their customers?

A

a return

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9
Q

You should always ask your customer for their business card so that you can have their contact information. True/False

A

true

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10
Q

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

A

true

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11
Q

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

A

true

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12
Q

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

A

true

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13
Q

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

A

false

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14
Q

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

A

under the drawer of the register

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15
Q

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

A

true

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16
Q

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

A

in their hand

17
Q

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

A

your initials and that its fake

18
Q

Credit card purchases can be denied for a variety of reasons. Name two of those reasons.

A

The creditor is denying credit due to late payment

The card has been reported stolen

19
Q

During a cash transaction, where should you place the cash while giving change?

A

in the customers hand

20
Q

What are the four steps in the sales process?

A

Step 1 - Recognize buying cues
Step 2 - Offer Assistance
Step 3 -Suggest an Additional service to Compliment the Sale
Step 4 - close the sale