Chapter 4, Quiz 2 Set Flashcards
What percentage of department and specialty store purchases are on credit?
Over 50%
What is the last thing the customer will experience before leaving the store?
The ‘close’
_________ percent of our message is communicated through body language.
Between 60% - 80%
Occurs when the customer will ask questions or make statements that signal
they are ready to make a purchase?
Verbal Cues
All of the following are part of the SMART goal system except:
a.) Specific b.) Maximize c.) Achievable d.) Result-oriented
b.) Maximize
Touch is one of the eight primary elements of body language. Touch can be
divided four ways. Which is not an element of touch?
a.) Friendship b.) professional c.) social d.) public
d.) Public
Which of the eight primary elements of body language is a major source of
expression?
Face
What is the most frustrating for sales associates and their customers?
Returns
You should always ask your customer for their business card so that you can
have their contact information. True/False
True
Follow-up is necessary for all purchases. True/False
False
You will be a true professional sales associate when you can recognize when an item is not right for the customer. True/False
True
Credit cards are issued by the customer’s bank. True/False
False
You should not worry about whether a purchase matches the customer’s needs. Your job is to sale merchandise. True/False
False
When a customer pays with a $50 or $100 bill where should you place it?
Under the drawer
Fidgeting can be considered to be a sign of nervousness. True/False
True