Ch 3 Selling and Service

Which display showcases the idea of suggestive selling?

• A display with hunting gear and ballet slippers.

• A display with a mannequin with a dress, necklace, & shoes on

• A display with different color watches.

A customer needs help on how to clean a jacket she just bought. What should you suggest for her to do?

• Ask the manufacturer

• Look at the label

• Ask a customer

• Ask an employee

Private label items:

• Are often made by famous manufacturers

• May have the same features as a nationally-recognized brand

• Are often less expensive than national brands

• All of the above

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1. 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.

How would you handle a situation where a customer wants a brand that you don’t carry?

• Convince him that your brands are better

• Get permission from him to show the items you do have that meet his needs

• Tell him that he won’t find anything better than what you have

• Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway

• Tell him you don’t carry that brand then excuse yourself to serve someone else

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If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

• Convince the customer he doesn’t need it anyway

• Suggest alternatives that your store does carry

• Immediately refer him to a competitor

• Inform him of the drawbacks of the product he is seeking

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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

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The warranty is an excellent tool for you to use to:

• Prove that your company has the best price

• Explain your company’s return policy

• Reassure the customer about a product’s quality

• All of the above

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If your company does not have a manual that describes all the major product warranties, you should:

• Avoid talking about warranties with your customers

• Create your own by making copies of the various product warranties and related information

• Decide on a general, neutral comment you can make if customers ask you about a warranty

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When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

• Check with your immediate supervisor or manager

• Make the exception, but only if the customer promises to make additional purchases

• Tell him you do not make exceptions