BOR - Chapter 1-4 -Post Test Practice A

Which category would the following action be categorized in: acknowledge and welcome the customer in a cheerful manner in attempt to establish a rapport?

• Assess Needs and Interest
• Listen and Confirm Customers’ Needs
• Recommend Comprehensive Solutions
• Make a Connection with the Customer

Jack needs a 9-passenger van for a group outing, but the last one was rented 2 hours ago and the nearest available one is 31 miles away. What is the best response?

• I'm sorry but all the 9-passenger vans are all rented out...
• I'm sorry but the 9-passenger van isn't available anymore...

• We have a larger van at another location do you want the number?

• We have a larger van available... Would you like me to check if they have one available?

A customer shopping for gloves is undecided between 2 brands. What should the associate say?

• Both gloves have great reviews. Why don’t you try both...
• You can pick based on the color...
• They’re both great gloves, so both choices are good choices.
• Both gloves have great reviews. Why don’t you try both...

A cake shop wants to promote business and build clientele. What is the MOST effective strategy?

• Send out promo codes to random numbers

• Take pictures of the event and make posters
• Place an ad in the local newspaper
• Ask satisfied customers for feedback, referrals, and events

What competitive relationship exists between Lowes and Home Depot?

• Replacement competitors
• Adjacent competitors

• Indirect competitors
• Direct competitors

An Aunt is looking for a sweet sixteen present for her niece, Kelly. She knows that she wants a certain silver & garnet butterfly ring that Silver & Thangs carries. She asks an employee that works there about this ring. The employee checks the inventory and realizes that the store no longer has the ring in stock. What is the MOST appropriate response to the aunt?

• Explain that the ring is out of stock and offer her a discount if she buys something else.

• Tell her that they think it is available on the store’s website and she should purchase it there.

• Ask the aunt to call her niece and see if she would like a bracelet instead or the ring

• Attempt to locate the ring on the store’s website or at one of the other stores

A business buys hats and stores them here before sending to stores. This is a...

• manufacturer

• Retailer
• Customer
• Distribution Center

What type of competitors offer the same product to the same audience?

• Indirect Competitors
• Partner Competitors
• Varied Competitors

• Direct Competitors

Customer wants dishwasher delivered tomorrow on your day off. What do you do?Cupid has $200 to spend on gifts for his siblings. He can either make his purchases from Macy’s or Nordstrom. What type of competitive relationship exists between these two stores?

• Indirect

• Replacement

• Rival

• direct

Best buy offers a limited warranty on its laptops. A customer complains that the computer she purchased is defective and wants to return it. What should the associate do?

• Call the manager to complete the return

• Immediately offer to replace the product free of charge

• Ask the customer when the purchase was made and how  the computer was operating

• Tell the customer to send the product back to the manufacturer for a full refund