chapter 4

Question 1

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

Answer 1

50%

Question 2

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

Answer 2

. The “close” is the last thing the customer will experience before leaving the store. What you say or do will determine if the customer will return and whether they will recommend you to a friend.

Question 3

_________ 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
they are ready to make a purchase?

Answer 4

Verbal clues

Question 5

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

Answer 5

B

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

D

Question 7

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

Answer 7

Face

Question 8

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

Answer 8

Returns

Question 9

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

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 up when giving change. Count in your hand first, then repeat counting it to the customer. Place in the customer’s hand.

Question 17

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

Answer 17

Write your initials and date in the white border area of the bill

Question 18

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

Answer 18

The customer has exceeded the credit limit. The card had been reported stolen

Question 19

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

Answer 19

Place their cash on the ledge of the drawer until you have given the customer their change.

Question 20

What are the four steps in the sales process?

Answer 20

Step 1 – Recognize buying cues
Step 2 – Offers assistance
Step 3 – Suggest an additional service to compliment the sale
Step 4 – Close the sale