Chapter 2 , Test 2

Question 1

You can build customer confidence by incorporating the following techniques. (Name 3)

Answer 1

let the customer speak , demonstrate interest by maintaining a “you” attitude , make eye contact and listen

Question 2

What are the three stages to approaching customers?

Answer 2

greeting stage, service stage, benefit stage

Question 3

Name three important things that make a positive impression on you and the store.

Answer 3

you’ve complimented the customers taste, you’ve assured the customer he is the expert, you’ve shown your own product knowledge

Question 4

What term is used to describe creating an opening for discussion with a customer?

Answer 4

icebreaker

Question 5

Customers have two basic kinds of needs. What are these needs?

Answer 5

personal needs, practical needs

Question 6

In building customer loyalty, it is not necessary to provide ongoing support after the sale.

Answer 6

false

Question 7

You should always give the customer breathing room.

Answer 7

true

Question 8

Studies show that customers who are greeted within 30-40 seconds spend more money.

Answer 8

true

Question 9

Closed ended questions evoke one word answers such as “yes” or “no”.

Answer 9

true

Question 10

High performers tend to experience greater job satisfaction and have a higher percentage of loyal customers.

Answer 10

true

Question 11

With better customer service skills, you will be better able to satisfy customers consistently.

Answer 11

true

Question 12

Because loyal customers are the most profitable customers, it is not necessary to follow up on sales with these customers.

Answer 12

false

Question 13

The goal of open-ended questions is to limit the conversation with your customer.

Answer 13

false

Question 14

The service you provide to your customers is critical to the success of the organization.

Answer 14

true

Question 15

One of the most effective ways to show that you are listening to your customers is to make eye contact.

Answer 15

true