Making the Sale

Which of the following is a good transition statement that can lead to making a sale?

• "Are you ready to buy this?"

• "Do you want to buy this today or come back later?"

• "Would you like that folded or left on the hanger?"

• "Are you sure that's he shirt that you want to buy?"

What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?

• Escalate your tone to match the customer's tone.

• Call a supervisor immediately.

• Deny the customer's request.

• Call security.

What is one of the best ways to explain features and benefits to a customer?

• Explain the history of the product

• Show the customer the user’s manual

• Discuss the review of this product

• Demonstrate the product

If the customer isn’t shopping alone, you can include the rest of the party by:

• Telling any children to behave themselves while their parent makes this important decision

• Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate

• Giving other service to those in the party, such as offering a chair or a cup a refreshment

• Remind the customer of the kids’ zone area

Which of the following phrases might be appropriate when discussing clothing size with your customer?

• You look to be about a size XX.

• Have you worn this brand before? What size was most comfortable for you?

• How big are you?

• You wear a bigger size on the bottom than on the top

Cheryl works at Sears and is assigned to sell an elliptical training machine.  Cheryl completed the product training a week ago.  What should Cheryl do to better prepare?

• Find the elliptical training machine box and read whatever information came with it.

• Demonstrate the elliptical machine in the store with customers until she is familiar with its features.

• Ask her boss to assign her to another department she is more familiar with.

• Switch departments with another sales associate.

A customer comes into your store with an ad from another store showing its advertised price which is lower than your price.  As a sales associate, what should you do first?

• Refer to your store’s policy on meeting competitor’s ads

• Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment

• Immediately change the price in your store to meet the competitor’s price.

• Ask your store manager how to respond to the customer

Dominque is shopping for a new winter coat.  With the help of a salesperson, she has narrowed it down to 2 coats.  Which is the best way for the sales associate to continue the conversation?

• Ask “How much do you want to spend?”

• Say “Do you want the red coat or the blue one?”

• None of these are appropriate to continue.

• Ask “Why does she want this type of coat?”

Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?

• We do not offer installation services, but I will give you the number of a company that will come install the set for you.

• We offer installation on some items, but washers and dryers are not included.

• Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.

• I am sorry for the misunderstanding, but we do not install these items.

Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?

• We don’t carry that specific brand, but may I suggest …

• Is that the only brand you were interested in?

• Is there anything else you were looking for?

• We don’t recommend that item. May I show you a better product?

• All of the above