1. Ch. 4 Review Questions

2. Question
If you want to succeed in offering great personal service to customers, you will rely on ___.

3. Answer
maintaining a record of customer needs and preferences

4. Question
It is important to keep customer records up-to-date and ____.

5. Answer
Accurate

6. Question
Your client records should contain _____.

7. Answer
Name
Telephone Number

8. Question
What are some ways you would want to follow when pertaining to customer privacy:

9. Answer Be careful what you say to others
Never leave customer records where others may see them
Keep customer records stored in a private area

10. Question
Loyalty programs can best be explained as ___.

11. Answer
best customers receive special offers or rewards

12. Question
What can a business gain when customers sign up for a loyalty program?

13. Answer
customers provide useful information that help the retailer treat him/her uniquely

14. Question
A referral is when ___.

15. Answer
a person recommends a store or sales person based on his/her experience

16. Question
What is the BEST means of advertising?

17. Answer
Word-of-mouth

18. Question
Experienced sales associates are expected to become experts on ___.

19. Answer Products in their department Related services offered
Company policies
Relevant industry issues

20. Question
What are some buying motives of customers?

21. Answer
Sales
Clearances
Best value
Convenient location

22. Question
These products are reduced proceed items that the retailer no longer wants to carry in the store:

23. Answer
clearance merchandise

24. Question
These products are new merchandise that has recently arrived in the store:

25. Answer
regular-priced merchandise

26. Question
These products are offered at a lower than typical price:

27. Answer
sale merchandise

28. Question
“Price sensitive “means ___.

29. Answer
the price a customer is willing to pay for a product

30. Question
If a customer claims that the company advertised a lower price in the newspaper than was listed on the shelf, the sales associate should ___.

31. Answer
verify the claim

32. Question
Which of the following is considered body language?

33. Answer
Posture
Gestures
Movement
Appearance

34. Question
What is the last step of the sales process?

35. Answer
closing the sale

36. Question
How can you overcome customer objections about buying a product?

37. Answer
provide reassurances about return/ exchange policy and quality

38. Question
When you are ringing up a sale which includes a delivery, which one of the following should you do?

39. Answer Tell the customer about any additional charges
follow up with the customer after delivery is made

40. Question
A computerized cash register is called a (acronym) ___.

41. Answer
POS (Point of Sale)

42. Question
You have a customer who seems indecisive about purchasing an item. How can you BEST overcome this?

43. Answer
Explain return policy and product quality

44. Question
Travis told Bob, who is interested in purchasing a new fishing pole, about a very helpful sales associate named Tim at Cabella’s. What is the term used when someone recommends a person or business in this situation?

45. Answer
Referral