Question 1

Retailers should concentrate all of their customer-service programs around pretransaction elements.

Accepted Answer

A) True 
 B)False

Question 2

When using layaway,the customer retains physical possession of the item(s)purchased,but must pay in installments to maintain possession.

Accepted Answer

A) True 
 B)False

Question 3

Today,some retailers are using the Internet to provide consumers with information aids about their store.

Accepted Answer

A) True 
 B)False

Question 4

If a retailer cannot offer the same services as its competitors:

Accepted Answer

A)   it should not worry about competitors' services.
B)   it should no longer consider them to be competitors.
C)   it could move to a different trading area.
D)   it could discontinue offering any services.
E)   it could offer lower prices.F) B) and E)
G) B) and D)

Question 5

The function of the customer service and sales enhancement audit is to suggest new things to management that customers want.

Accepted Answer

A) True 
 B)False

Question 6

When the customer has well-defined,explicit choice criteria,the best selling strategy is to illustrate how a specific product fits these criteria.

Accepted Answer

A) True 
 B)False

Question 7

The central complaint department is the least efficient method for handling and solving customer problems.

Accepted Answer

A) True 
 B)False

Question 8

_____ are services provided to the customer prior to entering the store.

Accepted Answer

A)   Promotional management
B)   Pretransaction services
C)   Advertising expenditures
D)   Posttransaction services
E)   Promotional servicesF) B) and D)
G) B) and C)

Question 9

A salesperson should illustrate how a certain product fits a customer's already-defined criteria when the customer has what kind of choice criteria?

Accepted Answer

A)   Choice criteria in conflict
B)   No active product choice
C)   Inadequate choice
D)   Explicit choice
E)   Vague choiceF) D) and E)
G) A) and D)

Question 10

A customer-service and sales-enhancement audit can easily be performed by the retailer's own staff.

Accepted Answer

A) True 
 B)False

Question 11

Last week,the Card Shop had 600 shoppers enter the store.Of those 600 shoppers,120 actually made purchases.What would be the conversion rate for the store's sales staff?

Accepted Answer

A)   2.0 percent
B)   20 percent
C)   25 percent
D)   200 percent
E)   250 percentF) A) and B)
G) A) and E)

Question 12

Which of the following would be a good approach statement for a salesperson to use?

Accepted Answer

A)   Can I help you find something?
B)   How may I help you?
C)   Are you looking for anything in particular?
D)   Hello, welcome to our store.
E)   Would you be interested in applying for our credit card? You can save 10 percent, today!F) D) and E)
G) B) and E)

Question 13

What three elements should be used as the basis for designing customer service programs?

Accepted Answer

A)   In-store, post-purchase, and transient
B)   Product selection, product availability, and time spent looking
C)   Pretransaction, transaction, and posttransaction
D)   Product availability, searching time, and price
E)   Repair, personal selling, and warranty servicesF) None of the above
G) A) and B)

Question 14

Consumers that desire to purchase a Porsche Boxster because of its reputation for speed and status but also want to keep their insurance premiums down are experiencing:

Accepted Answer

A)   explicit choice criteria.
B)   well-defined choice criteria.
C)   no active product choice criteria.
D)   inadequate or vague choice criteria.
E)   choice criteria in conflict.F) B) and D)
G) A) and C)

Question 15

Which of the following is NOT one of the typical choice criteria situations that a salesperson may face when in dealing with customers?

Accepted Answer

A)   No active product choice criteria
B)   Product known but money/credit lacking
C)   Inadequate or vague choice criteria
D)   Choice criteria in conflict
E)   Explicit choice criteriaF) A) and D)
G) A) and E)

Question 16

During which stage of the selling process does the retail employee have the opportunity to "set the mood" for a sale?

Accepted Answer

A)   Approach
B)   Sales presentation
C)   Prospecting
D)   Suggestion selling
E)   Closing the saleF) C) and E)
G) B) and D)

Question 17

_____ are services provided to customers after they have purchased merchandise or services.

Accepted Answer

A)   Transaction services
B)   Informational aids
C)   Posttransaction services
D)   Personal selling
E)   Pretransaction servicesF) A) and D)
G) B) and E)

Question 18

A retailer seeks to ensure that the indoor temperature is within the highest standards of comfort.This policy is an example of:

Accepted Answer

A)   price management.
B)   building and fixture management.
C)   promotion management.
D)   credit management.
E)   environmental management.F) A) and D)
G) B) and E)

Question 19

When telling a customer about a product,the salesperson should:

Accepted Answer

A)   give the customer all the technical information needed to understand how the product works.
B)   stress the features that are the product's outstanding qualities.
C)   tell the customer the price is right.
D)   suggest that the customer do some comparison shopping before making the purchase decision.
E)   not let the customer handle the product until the salesperson has finished the presentation.F) B) and D)
G) B) and C)

Question 20

The key to a successful sales presentation is to get the customer to want to buy your product or service.

Accepted Answer

A) True 
 B)False

Exam 12: Customer Service and Retail Selling

Last week,the Card Shop had 600 shoppers enter the store.Of those 600 shoppers,120 actually made purchases.What would be the conversion rate for the store's sales staff?

Correct AnswerverifiedShow Answer

A retailer seeks to ensure that the indoor temperature is within the highest standards of comfort.This policy is an example of:

Correct AnswerverifiedShow Answer

The function of the customer service and sales enhancement audit is to suggest new things to management that customers want.

Correct AnswerverifiedShow Answer

Today,some retailers are using the Internet to provide consumers with information aids about their store.

Correct AnswerverifiedShow Answer

The central complaint department is the least efficient method for handling and solving customer problems.

Correct AnswerverifiedShow Answer

A customer-service and sales-enhancement audit can easily be performed by the retailer's own staff.

Correct AnswerverifiedShow Answer

Consumers that desire to purchase a Porsche Boxster because of its reputation for speed and status but also want to keep their insurance premiums down are experiencing:

Correct AnswerverifiedShow Answer

During which stage of the selling process does the retail employee have the opportunity to "set the mood" for a sale?

Correct AnswerverifiedShow Answer

Which of the following would be a good approach statement for a salesperson to use?

Correct AnswerverifiedShow Answer

Retailers should concentrate all of their customer-service programs around pretransaction elements.

Correct AnswerverifiedShow Answer

A salesperson should illustrate how a certain product fits a customer's already-defined criteria when the customer has what kind of choice criteria?

Correct AnswerverifiedShow Answer

If a retailer cannot offer the same services as its competitors:

Correct AnswerverifiedShow Answer

The key to a successful sales presentation is to get the customer to want to buy your product or service.

Correct AnswerverifiedShow Answer

_____ are services provided to the customer prior to entering the store.

Correct AnswerverifiedShow Answer

When using layaway,the customer retains physical possession of the item(s)purchased,but must pay in installments to maintain possession.

Correct AnswerverifiedShow Answer

When the customer has well-defined,explicit choice criteria,the best selling strategy is to illustrate how a specific product fits these criteria.

Correct AnswerverifiedShow Answer

_____ are services provided to customers after they have purchased merchandise or services.

Correct AnswerverifiedShow Answer

What three elements should be used as the basis for designing customer service programs?

Correct AnswerverifiedShow Answer

Which of the following is NOT one of the typical choice criteria situations that a salesperson may face when in dealing with customers?

Correct AnswerverifiedShow Answer

When telling a customer about a product,the salesperson should:

Correct AnswerverifiedShow Answer

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