Chapter 4 - Selling and Service
Quiz by Bernice Broussard
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14 questions
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- Q1What is the easiest way to calculate change?Subtract the sale price from the amount the customer paid youSubtract the amount the customer paid you from the sale priceStart by giving all change in $1 bills, then convert to large bills if necessaryCount up from the purchase total to the amount of money given to you by the customer30s
- Q2What is NOT something you should do if you get paid with counterfeit money?Delay the passer if possibleCall the police or secret serviceReturn it to the passerWrite your initials and date in the white border30s
- Q3What should a salesperson ask of a satisfied customer to help increase their future sales?Ask the customer to request another salesperson if he or she returnsAsk for the customer's business cardAsk for a referralAsk, "Did I do all I can to help you today?"30s
- Q4A customer purchases a jacket that costs $100 with a 10% off coupon and a 25% off coupon. What is the new cost of the jacket?$75.00$67.50$65.00$77.5030s
- Q5Retail industry statistics show that it costs_________ to ___________times more to attract a new customer than to keep an existing one.Eight to 10Two to threeNone of these, there is no differenceFour to six30s
- Q6When following up with a customer, it is important to____________.Make the process a little unpleasantUse a method suited to the customerKeep it in the store's best interestMake the process easy on the employee30s
- Q7As a sales associate, your job is to__________________.Explain delivery optionsDictate delivery dates and timesComplete most of the paperworkWait for the customer to call if there is a problem30s
- Q8In the customer pyramid, customers in the lead segment get their name from______________________.Being a solid foundation of reliable customersThe number on the periodic tableBeing the most loyalBeing like a weight and costing the company money30s
- Q9The largest percent of retail employees are in which age group?35-4416-1925-3420-2430s
- Q10Which age group makes up the smallest percentage of part-time employees?25-3420-2455+35-4430s
- Q11What is NOT an example of a unique selling proposition?High standard of serviceSame products as a well-known competitorFast deliveryLow prices30s
- Q12What is the 80-20 rule?Employees should spend 80% of their time helping customers and 20% learning about products and services80% of a company's employees account for 20% of their sales80% of a company's customers come from 20% of their referrals80% of a company's profits come from 20% of their customers30s
- Q13If we want to seem engaged and sincere, we should________________.Make eye contact and lean towards the personLean away to give the customer spaceMake intense eye contact to let them know we're listeningTouch the person on the arm30s
- Q14When trying to overcome customer objections, you should NOT_______________.Force the sale to meet your goalsTalk about warranty optionsDiscuss the product qualityProvide reassurance about your store's return/exchange policies30s