In retail, asking a customer, "Can I help you?", will most likely result in the answer, "I'm just looking." Which is a better approach?

You may mark only one answer

1. "Can I help you find what you're looking for?"

2. "Are you looking for something special?"

3. "Just help yourself, and call me if you need something."

4. "Thank you for coming in I'll give you a moment to look and then answer any questions you may have."

5. "Are you looking for something for yourself, or a gift?"

6. "Let me show you where the sale merchandise is at."

7. None of the above.

2. After giving a customer a demonstration of an item, the customer inquires, "Do you have one in a box?" You know you have several, you should reply:

You may mark only one answer

1. "I may have just one left in a box, do you want it?"

2. "Yes, I think I do, let me go and check." This gives the customer time to think of other questions they may have.

3. "Yes, we have several, would you like me to get one?"

4. "Would you like one in a box?" When they answer "Yes", write up the sale.

5. "Yes we do. Will that be cash or charge?"

3. In a retail environment, why should a salesperson promptly acknowledge every customer's presence?

You may mark more than one answer

1. It's a good business practice.

2. It's the polite and courteous thing to do.

3. It can deter a potential shoplifter.

4. It's a good ice-breaker for when you later offer them your assistance.

5. All of the above.

4. Why do people buy things?

You may mark more than one answer

1. Keep up with the competition.

2. To improve their self-image.

3. Keeping up with the Jones'.

4. Pride of ownership.

5. To make their company operate more efficiently.

6. They simply need it.

5. When referring to the price of an item, instead of using the word "cost" a better word to use would be:

You may mark only one answer

1. The "consideration" for this merchandise is $19.95.

2. The "outlay" for this merchandise is $19.95.

3. The "pay out" for this merchandise is $19.95.

4. The "investment" for this merchandise is $19.95

5. The "payment" for this merchandise is $19.95.

6. To "QUALIFY" a buyer indicates that you:

You may mark only one answer

1. Have determined their needs.

2. Have checked to see that their credit card is valid.

3. Have decided that you are showing them merchandise that does not exceed their financial resources.

4. Have determined that they have the authority to make the purchase.

5. Have a product in your line that will meet their requirements.

7. A customer would like to see a piece of merchandise that you have on sale. You just sold the last unit about 2 hours before. What should you tell the customer?

You may mark only one answer

1. "You wouldn't have cared for that particular model anyway, let me show you something else."

2. "Let me check our other stores to see if they have one available."

3. "That item really was an excellent bargain, and we sold out quickly, but we will be getting more in soon."

4. "I'm sorry they went so quickly, I'll be happy to order a unit for you, however, I do have a similar unit with added features, which I would like to show you.

8. There are two identical stores located at opposite ends of a town. One of the stores does twice the business of the other. What's the most likely explanation for this difference in sales?

You may mark only one answer

1. The top store has more people living by it.

2. The top store has better sales people.

3. The top store displays merchandise more attractively.

4. The top store has better customer flow.

9. If a customer asks "Does your company offer a service contract on this product?" A good response would be:

You may mark only one answer

1. "Yes, we have one of the best service contracts in the industry."

2. "Yes, but it costs extra."

3. "I can check and see, do you want a service agreement if we have one available?"

4. "Is having a good service agreement important to you?"

5. "Yes, but this product is made so well you probably won't even need one.

10. A customer is thinking about adding text messaging to his cell phone service, but is hesitant. He offers the objection that he doesn't think most people really like to text. Your response to this objection should be:

You may mark only one answer

1. "Everyone that I have ever sold text messaging to was happy they bought it; you will be too."

2. "Your friends and business associates who really have an important message for you, will appreciate your thoughtfulness in providing them with a way to stay in touch."

3. "If you add text messaging, I personally guarantee you're going to like it."

4. "Add text messaging and try it. If you don't like it you can always cancel the service and get a refund."

5. "Owning a cell phone with text messaging, will give you peace of mind. You will never worry about missing a really important call again."

11. There are a number of reasons to ask customers questions during your sales presentation. What answer(s) below best reflect the reason(s) why you should ask your customer questions?

You may mark more than one answer

1. Promotes customer involvement in the presentation.

2. Maintains interest in your sales presentation.

3. Helps you determine the needs of the customer.

4. Helps you qualify the customer.

5. Only answers 1. and 2.

12. A "condition" of sale is a valid reason why a person cannot go ahead with a purchase. He may need a particular item that you do not carry and that you have no substitute for. An "objection" is different, which description below best defines what an objection is?

You may mark only one answer

1. An objection is really a request for more information and should be handled as such.

2. An objection is a negative reaction to your sales approach.

3. They don't like the way a particular product looks or performs or both.

4. An objection is a rung in the ladder to making a successful sale.

5. An objection may indicate the customer doesn't understand how the product will suit his needs.

13. You are busy with a customer who is considering making a major investment in a quality three carat diamond ring for his wife. A new customer enters the store, and is waiting for you to finish with your present customer. Your best approach is to:

You may mark only one answer

1. Simply ignore the customer until you close your major sale. Then give the new customer your undivided attention.

2. Tell the new customer you'll be with him/her in a minute, that he or she will just have to wait their turn.

3. Give your present customer some literature on how to judge the quality of diamonds. Then, tell him you will be back in a minute after you wait on the other customer.

4. Say to the present customer, "Would you be kind enough to excuse me for a minute?" Then ask the new customer if you can direct him/her to the merchandise he/she is looking for.

5. Simply acknowledge the new customer's presence, and advise him that you will be happy to help him as soon as you finish helping your present customer with his selection.

14. There are some common "rejection words" that a salesperson might use, that trigger fear in a customer or reminds them that you are trying to sell your product. Which word(s) below is/are an example of the rejection word(s)?

You may mark more than one answer

1. Cost

2. Investment

3. Contract

4. Buy

5. Own

15. A customer is very interested in a fork lift for use in her warehouse. The problem is, this fork lift costs about $1600 more than the customer wanted to spend. To overcome this objection you should say:

You may mark only one answer

1. "Well, you could wait till it's on sale, it would be a little cheaper then."

2. Lightheartedly tell her, "It's only money you can't take it with you." Customers like humor.

3. "Do you have a Visa or Master Card?"

4. "In using this fork lift over the following years, we are really only talking about an investment of pennies a day to own the extra quality, features and versatility that you really want to safely handle your merchandise."

5. "Would you like me to check on an easy monthly payment plan for you?"

16. You have just "closed" a business customer on owning a top of the line personal computer tablet. You would also like to interest her in the unlimited data plan. How would you bring up the subject to the customer?

You may mark only one answer

1. "By the way, I don't suppose you would be interested in the "unlimited data plan," it's priced very reasonably."

2. "You strike me as a person who doesn't like surprises, you could make this tablet worry free, if you would buy the unlimited data plan."

3. "If I could interest you in the unlimited data plan it would only be another $350 a year. That's pretty cheap, 'cause it's like on sale if you commit for a year."

4. "By the way, a nice feature of this tablet is a selection of data plans. Most people choose the unlimited data plan; would that be of interest to you?"

5. "Are there ever times when you worry about exceeding the data limitation on your cell phone? With our unlimited data plan on your new tablet you would not be bothered with that aggravation. Should we add that for you."

17. It is said that customers buy "emotionally" then "justify or rationalize" their purchase logically. Given this theory, what would be the best approach to use in attempting to sell a business executive a new German car?

You may mark only one answer

1. "A high level executive, such as yourself, understands that you get what you pay for, wouldn't you agree? This investment is fine German craftsmanship will insure you many years of trouble-free driving performance."

2. "As a key executive in your organization, it's important not only for you to be successful, but to look successful. This beautiful automobile will make a statement. Your customers will know that because you demand quality, you probably run your business the same way!"

3. "Do you know of any of your business friends or associates whose business sense you really admire?" If they answer "Yes" say "How many of them would like to own a car like this? Doesn't that tell you something?"

4. "This is the most prestigious car on the market. Anyone who is anyone has got one. You don't want to be the last one to join the crowd do you?"

5. "Have you ever been embarrassed to use the family car to drive an important client around town?" Your investment in this fantastic example of German technology will ensure that you are never ashamed of your car again!"

18. When you ask a "closing" question, you should immediately:

You may mark only one answer

1. Summarize all the key features quickly to refresh their memory before they say "NO".

2. Ask if you did a good job in presenting the product.

3. Ask if the product is out of their price range.

4. Re-emphasize quickly that this is the best product for the price on the market.

5. Say you will leave to give them a few minutes to consider their answer.

6. Shut up.

19. A prospective client says the home you have just shown her and her husband is exactly what they have been looking for. She says the home has all the features they want, and they are impressed with the quality of the construction. However, the linen closet is not as big as in most homes they have looked at. What would you say?

You may mark only one answer

1. "The other homes you have seen are not built nearly as good as this one."

2. Simply ignore the comment and continue to point out the other positive features this home offers.

3. "The first concern of our architects was to design this home for years of enjoyment."

4. "On what will you base your final decision to own a home, the linen closet, or the overall features, and quality of the construction of the home itself?"

5. None of the above.