Educate the Customer, Gain Commitment and Close the Sale

Front

What question should sales associates ask themselves when studying competitors' products and services?

Back

Why would I buy my own company's product or service over a competitor's?

Front

You are ringing up a customer's order when the customer notices that the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to see if there is a sale sign, and find that there is an old, expired sale sign in front of the product. Which of the following is the MOST appropriate course of action?

Back

Remove the sale sign, apologize to the customer, and give the sale price to the customer.

Front

A customer has a question about the care of a sweater. What is the BEST way for a sales associate to find information on this topic?

Back

Check the fiber content and care label on the sweater.

Front

Why is it important for sales associates to test or sample the products they will be selling?

Back

Customers are likely to ask questions about the products.

Front

Why is a customer's complaint helpful to a retailer?

Back

It provides feedback that can help lead to improvements in its products, services, or policies.

Front

Which method is BEST for avoiding the loss of a sale when considering the customer's budget constraints? Options: Continue discussing the product's benefits until the customer agrees to buy., Wait until the end of the sale to mention the total cost., Offer only what is needed and suggest future items., Review all accessories and services that can be bought together.

Back

Review all accessories and services that can be bought together.

Front

What should a sales associate do first if a customer is leaving the store after viewing some merchandise?

Back

Approach the customer and offer assistance.

Front

When a feature of a laptop is not working, what should the customer service associate do FIRST?

Back

Check if there is a technical issue with the laptop.

Front

Why should a sales associate special order an item that the store does not carry?

Back

It provides additional service and builds customer loyalty.

Front

A customer is looking into purchasing a new sofa and has decided upon a particular style, but it is only available in white. The customer hesitantly states "I really like the clean look of a white sofa, but I'm afraid it will be quickly soiled by my children and dogs. Which of the following is the sales associate's BEST response to help the customer make a good decision?"

Back

May I show you some of the washable slipcovers available for the sofa?