Fashion Merch Unit 5 Review

Front

An example of verbal communication is:

Back

active listening.

Front

Courtesy, interest, helpfulness, and tolerance are which essential expectations of sales associates?

Back

Characteristics necessary for positive customer relations

Front

When a person provides the speaker with feedback indicating the message has been received and is understood, he/she is demonstrating:

Back

active listening skills.

Front

Nordstrom department store distinguishes itself from other department stores by providing exceptional service and exceeding customer’s expectations. Nordstrom uses which type of selling?

Back

Customer-oriented

Front

Successful salespeople should display which characteristic? A. Aggressive towards coworkers in order to gain sales and job promotions, B. Foreceful in dealing with undecided customers, C. Slow to approach customers who are examining merchandise, D. Skilled in solving customer problems to create repeat customers

Back

Skilled in solving customer problems to create repeat customers

Front

A decided customer displays which characteristic? Options: A. Has a need but has not identified a product to meet that need, B. Knows exactly what he/she wants and why, C. Needs the salesperson to make recommendations, D. Wants to browse

Back

Knows exactly what he/she wants and why

Front

Jason bought a new, designer suit because of how he feels while wearing it. Which buying motive does he experience?

Back

Emotional

Front

Al bought water-repellent pants, which will need minimal care. Which rational buying motive is he experiencing?

Back

Durability

Front

Mary always read the small pieces of ribbon or cloth that are permanently attached to the inside of garments that she purchases. Which item is she reading?

Back

Labels

Front

Which technique for handling objections did the salesperson use when Anthony hesitated to purchase khaki slacks because they need to be dry-cleaned, and the salesperson explained they are made with microfiber and can be machine washed?

Back

Direct denial