Exam 12: Customer Service and Retail Selling

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

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?

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

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

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

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

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

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

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

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

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

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

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

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

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:

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

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

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

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

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