test 4 continued Flashcards
What percentage of department and specialty store purchases are on credit?
50%
What is the last thing the customer will experience before leaving the store?
the close
—— percent of our message is communicated through body language.
60-80%
Occurs when the customer will ask questions or make statements that signal they are ready to make a purchase?
verbal clues
All of the following are part of the SMART goal system except:
a.) Specific b.) Maximize c.) Achievable d.) Result-oriented
maximize
Touch is one of the eight primary elements of body language. Touch can be
divided four ways. Which is not an element of touch?
a.) Friendship b.) professional c.) social d.) public
public
Which of the eight primary elements of body language is a major source of expression?
face
What is the most frustrating for sales associates and their customers?
return
You should always ask your customer for their business card so that you can have their contact information. True/False
true
Follow-up is necessary for all purchases. True/False
false
You will be a true professional sales associate when you can recognize when an item is not right for the customer. True/False
true
Credit cards are issued by the customer’s bank. True/False
false
You should not worry about whether a purchase matches the customer’s needs. Your job is to sale merchandise. True/False
false
When a customer pays with a $50 or $100 bill where should you place it?
under the drawer
Fidgeting can be considered to be a sign of nervousness. True/False
true
Where you should you place the customers change when counting it back to them?
in the customers hand
If you received counterfeit money, what two things should you write in the border of the bill?
initials and date
Credit card purchases can be denied for a variety of reasons. Name two of those reasons.
the customer has exceeded their limit or the creditor is denying credit due to a late payment
During a cash transaction, where should you place the cash while giving change?
on the ledge of the drawer
What are the four steps in the sales process?
recognize buying cases
offers assistance
suggest an additional service to compliment the sale
close the sale
