chapter 4 test 2

Question 1

what percentage of department and specialty store purchases are on credit

Answer 1

50%

Question 2

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

Answer 2

the “close” what you say or do will determine if the customer will come back

Question 3

what percent of our message is communicated through body language

Answer 3

60-80%

Question 4

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

Answer 4

verbal cues

Question 5

All below are smart goals exept?

A)specific B)maximize C)Achievable D)result-orientation

Answer 5

B)maximize

Question 6

touch is one of the * primary elements of body language. touch can be divided into four ways. which is not an element of touch?
A)friendship B)professional C)social D)public

Answer 6

D) public

Question 7

which of the 8 elements of body language is a major source of expression?

Answer 7

face

Question 8

what is the most frustrating for sales associates and customers?

Answer 8

returns

Question 9

you should always ask your customer for their business card so you can have there contact information
true or false

Answer 9

true

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 is not right for a customer
true or false

Answer 11

true

Question 12

credit cards are issued by the customers bank

true of 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

in the customers hand

Question 17

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

Answer 17

initials and date

Question 18

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

Answer 18

customer exceed the credit limit
The card has been reported stolen
The customer has placed certain restrictions on the cards use
The creditor is denying credit due to late payments

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