Chapter 4 Test 2

Question 1

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

Answer 1

over 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 purchase?

Answer 4

Verbal Clues

Question 5

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

Answer 5

B. 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

D. Public

Question 7

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

Answer 7

Face

Question 8

You should always ask your customer for their business card so that you could have their contact information…
True or false?

Answer 8

True

Question 9

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

Answer 9

Returns

Question 10

Follow up is necessary for all purchases…

True or 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 a customer…
True or False?

Answer 11

True

Question 12

Credit cards are issued by the customers’ bank…

True or False?

Answer 12

False

Question 13

You should not worry about whether a purchase matches the customers needs. Your job is to sale merchandise…
True or 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 a sign of nervousness…

True or False?

Answer 15

True

Question 16

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

Answer 16

Count in your hand first, then repeat counting it to the customer, place in customers 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 exceed the credit limit

The card has been reported stolen

Question 19

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

Answer 19

Place the 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 one- recognize buying cues
Step two- offer assistance
Step three- suggest an additional service to complement the sale
Step four- close the sale