Question 1

Which category would the following action be categorized in: acknowledge and welcome the customer in a cheerful manner in attempt to establish a rapport?

Accepted Answer

Make a Connection with the Customer

Answer

Listen and Confirm Customers’ Needs

Answer

Assess Needs and Interest

Answer

Recommend Comprehensive Solutions

Question 2

Jack a customer who needs a 9-passenger van to bring his son’s basketball team to a Dave & Busters for a group outing. He goes into the nearby vehicle rental office looking to rent a 9-passenger van, but another customer rented the last one available 2 hours earlier. Jack seems really needs that type, and the closest rental office with this type of vehicle is 31 miles away. What is the sales associate’s best response?

Accepted Answer

We have a larger van available in case you’d like to consider other options. But if you really want the 9-passenger van, we also have an office 31 miles away. Would you like me to check if they have one available?”

Answer

“I just rented the last 9-passenger van 2 hours ago. If you just would have gotten here earlier, I could have rented that one to you.”

Answer

“I’m sorry but all the 9-passenger vans are all rented out. In the future, Next time go online to rent the van in advance. We only have a few of those types and they are really popular.”

Answer

“I’m sorry but the 9-passenger van isn’t available anymore. Would you be interested in renting a 7-passenger van?”

Question 3

A customer shopping for gloves is undecided about which brand to buy. She narrowed her options down to 2 popular brands, what should the associate say to help the customer decide?

Accepted Answer

“Both gloves have great reviews. Why don’t you try both and see how they feel on your hands?”

Answer

“If you’re undecided, you can get both, and I can give you a 20% discount.”

Answer

“You can pick based on the color. Which color do you like best?”

Answer

“They’re both great gloves, so both choices are good choices.”

Question 4

A cake shop completed its first big party. The shop wants to promote additional business and create a loyal clientele. Which is the MOST effective way to do this?

Accepted Answer

Ask satisfied customers for feedback, referrals, and opportunities to serve their upcoming events.

Answer

Create attractive cake displays and signs for customers who visit.

Answer

Take pictures of the event and make posters for the shop.

Answer

Place an ad in the local newspaper, showing the shop’s address, telephone number, and site address.

Question 5

A customer has $100 to spend on buying a gift. They could make their purchase either at Cabela’s or at Bass Pro. What competitive relationship exists between these two retailers?

Accepted Answer

Direct competitors

Answer

Rival competitors

Answer

Indirect competitors

Answer

Replacement competitors

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