Sales Associates Competitor Analysis Quiz

What question should sales associates ask themselves when studying competitor’s products and services?

• What is misleading about the competitors’ prices or services?

• What can I tell customers about competitors that will make my company sound better?

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

• How can I convince customers that the competitors do not offer good customer service?

Answer explanation

The correct question, 'Why would I buy my own company’s product or service over a competitor’s?', encourages sales associates to identify unique selling points and understand their product's value, which is essential for effective selling.

A customer returns to the store with a suitcase that was purchased last month. It was only used a few times for travel, but the wheels are not working properly. Which of the following actions should the sales associate take to best remedy the situation?

• Ask the customer if the suitcase was overstuffed because extreme pressure on the wheels may have caused the problem. Offer to show the customer a more durable line of suitcases.

• Ask the customer what you can do to make the situation right, and then determine if the proposed solution is in line with the store’s policy. If not, ask a manager for help.

• Ask the customer what caused the wheels to stop working properly, and determine if the malfunction was the customer’s fault or a product defect. Then follow company policy.

• Let the customer know that the malfunction appears to be a defect which the store is unequipped to fix. Provide the customer the manufacturer’s contact information.

Answer explanation

The best approach is to ask the customer what can be done to resolve the issue, ensuring customer satisfaction while adhering to store policy. This shows empathy and willingness to help, which is crucial in customer service.

Which of the following methods is the best way to resolve a customer complaint?

• Actively listen to the complaint, ask questions, and let the customer have input into the solution.

• Apologize to the customer that the merchandise didn’t work out and refund the cost according to store policy.

• Ask the manager to handle the situation so the customer feels like a priority regardless of the outcome.

• Figure out how to make the customer happy before he or she gets angry and the store loses the customer’s business.

Answer explanation

The best way to resolve a customer complaint is to actively listen, ask questions, and involve the customer in finding a solution. This approach fosters understanding and collaboration, leading to a more satisfactory resolution.

A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the best way for sales associates to prepare for the launch?

• Acquire knowledge about the cosmetics by reading product labels once they are on the shelves.

• Ask co-workers if they have used the cosmetics and ask what was liked or disliked about each product.

• Obtain information from the vendor’s promotional brochures and demonstration videos about the cosmetics.

• Research technical terms associated with the cosmetic in order to speak like an expert when interacting with customers.

Answer explanation

Obtaining information from the vendor’s promotional brochures and demonstration videos ensures sales associates are well-informed about the eco-friendly cosmetics, enabling them to effectively communicate product benefits to customers.

The store has just introduced a new line of home theater speakers, and the sales associates have no experience with the brand. What is the best way for the associates to gain knowledge on the new vendor’s product line?

• Complete all new training and review vendor supplied information on the features and benefits of the products.

• Get feedback from other vendors in the same product line, and compare and contrast the new products’ features with existing vendors’ products.

• Research industry websites that contain expert reviews, comparisons, and customer feedback on the products.

• Schedule time with a supervisor to get training on the new products so that insight can be gained on where the new products will be positioned in the department.

Answer explanation

Completing all new training and reviewing vendor supplied information ensures associates gain comprehensive knowledge about the product features and benefits directly from the source, which is essential for effective sales.

Julie places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% off the price she paid three weeks ago. The store has a 14-day sales price adjustment policy. She wants a credit for the price difference. The associate should:

• Suggest that the customer return the coat, then buy it again at the discounted price.

• Ask the customer to wait while the sales associate asks the manager for approval.

• Tell the customer there is nothing the associate can do to help her and move on to the next customer.

• Suggest that the customer pay more attention to the sales dates in the future.

Answer explanation

The correct choice is to ask the customer to wait while the associate consults the manager. This respects the store's policy and shows willingness to assist, rather than dismissing the customer's request or suggesting a return.

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

• Ask another sales associate about caring for the sweater.

• Ask the store manager where to find the information.

• Check the fiber content and care label in the sweater.

• Check the manufacturer’s website with the customer.

Answer explanation

The best way to find care information for the sweater is to check the fiber content and care label. This label provides specific instructions tailored to the material, ensuring proper care.

Which answer best describes when a sales associate knows all of the information needed to successfully sell a product in the store?

• The sales associate can show a customer how to assemble or use a product without reading the instructions.

• The sales associate has completed all of the training courses assigned by the manager or corporate office.

• The sales associate can discuss the product with other sales associates on the team and show them how it works.

• The sales associate can confidently and intelligently answer all of the customer’s questions about a product and solve routine problems with the product.

Answer explanation

The correct choice highlights that a sales associate must confidently and intelligently answer customer questions and solve problems, indicating comprehensive product knowledge essential for successful sales.

What are the primary types of retail training for sales associates?

• Accounting procedures and stock management

• Product knowledge and company procedures

• Special orders and delivery scheduling

• Vendor relationships and site locations

Answer explanation

The primary types of retail training for sales associates focus on 'Product knowledge and company procedures' to ensure they understand the products they sell and the policies of the company, which are essential for effective customer service.

A customer comes into a store and heads straight to a display. After handling the merchandise for a few minutes, the customer begins to leave the store. The sales associate should do which of the following?

• Let the customer go as she did not find anything she wanted to purchase.

• Go over and straighten the merchandise that the customer handled to prepare for your next customer.

• Since the customer appeared to be leaving in a hurry, alert security that the customer may have just stolen something.

• Approach the customer and say “I’m sorry you didn’t find what you were looking for. Perhaps I can help you?”

Answer explanation

Approaching the customer shows attentiveness and offers assistance, which can enhance the shopping experience. This proactive approach may help the customer find what they need, unlike the other options that lack engagement.