Basic Sales Skills Test
Student:
SCORE:
71%PASSED
FAILED
Not Graded
Question
Which of the following best describes the results of our customer survey on what customers want from our sales associates when they are shopping for computers?
Your answer:
Correct answer: 25-30% want full consultation, 25-30% want a sales associate to review their purchasing decisions, and 25-30% want 'guided' self-service.
Question
8Which of the following should you ask yourself when evaluating your ''sales personality''?
Your answer: All of the aboveCorrect answer: All of the above
Question
Which of the following is NOT a personality trait of a successful salesperson?
Your answer:
Correct answer: All of the above are personality traits of successful salespeople.
Question
3True or False: A successful salesperson has a belief that solution selling is a service that most customers want.
Your answer: TrueCorrect answer: True
Question
Which of the following is the minimum recommendation for learning the features, functions, and benefits of new products?
Your answer:
Correct answer: Invest 15 minutes per day in learning the FFBs of new products.
Question
True or False: While product knowledge is something that is ''nice to have,'' it does not really help with organizing a sales presentation or with overcoming a customer's sales resistance.
Your answer:
Correct answer: False
Question
Product knowledge extends beyond knowing the specifications and technologies of a specific item. Which of the following is part of ''product knowledge''?
Your answer:
Correct answer: All of the above
Question
You are advised to ''study what you sell.'' Which of the following, according to this training, should you study?
Your answer:
Correct answer: Price: how it compares to similar products from other manufacturers.
Question
Which of the following is a resource for gaining product knowledge?
Your answer:
Correct answer: All of the above
Question
Step 1: When you approach and greet the customer, if you comment on an item that the customer is looking at, what technique are you using?
Your answer:
Correct answer: Merchandise approach
Question
12Step 1, True or False: Greet and Build Rapport is important because it puts the customer at ease, creates a favorable impression of the associate and Micro Center, and sets the stage for a successful sales presentation.
Your answer: TrueCorrect answer: True
Question
True or False: ''I see you are interested in...'' can be considered to be a ''sales- based'' greeting and approach.
Your answer:
Correct answer: True
Question
Step 2: When you qualify the customer, you need to ask questions and actively listen to the customer's answers. What else should you do in this step of the selling cycle?
Your answer:
Correct answer: All of the above
Question
Step 3, True or False: As you present solutions, you should involve the customer in the product demonstration. Doing so will help the customer develop a sense of ownership and increase the customer's desire for the product and service.
Your answer:
Correct answer: True
Question
Step 3, True or False: As you present solutions, you can continue to ask additional qualifying questions.
Your answer:
Correct answer: True
Question
4Step 3: As you present solutions, continue to actively listen to the customer's comments and responses. What of the following is NOT a guideline for improving your active listening skills?
Your answer: Look disinterested (customers prefer sales associates to just pretend that they are interested).Correct answer: Look disinterested (customers prefer sales associates to just pretend that they are interested).
Question
Step 3: Which of the following is a suggestion for becoming more effective in this step of the Selling Cycle?
Your answer:
Correct answer: Translate product features into customer benefits, get the product into the customer's hands, and involve the customer in the presentation, but do NOT tell the customer you own the product if you do not.
Question
13Step 3: Which of the following should you ask yourself to determine if you truly give a ''feature-function-benefit'' sales presentation?
Your answer: All of the above.Correct answer: All of the above.
Question
9Step 3: Which of the following describes a product's 'function'?
Your answer: Each of the above, depending on the product.Correct answer: It is a performance characteristic or quality that answers the question, 'What does it do?'
Question
1Step 3: Which of the following aligns closely with the ''P'' in ''TEMP''?
Your answer: all of the above, EXCEPT for time savingsCorrect answer: all of the above, EXCEPT for time savings
Question
Step 4: Use a Trial Close immediately upon hearing or seeing a buying signal. Which of the following is an example of a buying signal?
Your answer:
Correct answer: Either the customer picks up the product or says something such as 'I could really use that' (or does both).
Question
14Step 4: 'Would you like to take one home with you today?' is an example of...
Your answer: an Assume-the-Sale CloseCorrect answer: a Direct Close
Question
Step 4: ''Which printer would you like to take with you - the 735 or the 835?'' is an example of...
Your answer:
Correct answer: a Choice Close
Question
Step 4: ''Let's put this one in your shopping cart.'' is an example of...
Your answer:
Correct answer: an Assume-the-Sale Close
Question
5Step 4, True or False: Listing or reviewing the reasons to buy versus the reasons not to buy is an example of the Advantages/Disadvantages Close.
Your answer: TrueCorrect answer: True
Question
10Step 4: ''If you fill out an application for a Micro Center Rewards Visa Card, and are approved, then purchase this system today, you will qualify for an additional $100 savings.'' is an example of...
Your answer: a Direct CloseCorrect answer: a Premium Close
Question
Step 4: ''The promotion on this product ends tomorrow.'' is an example of...
Your answer:
Correct answer: a Last-Chance-To-Buy Close
Question
2Step 4: ''This is a very popular product, and we only have these two remaining in stock.'' is an example of...
Your answer: a Last-Chance-To-Buy CloseCorrect answer: a Standing-Room-Only Close
Question
Step 4,True or False: Using a true story about how another customer has had success with the same product that this customer is considering is an example of using the Narrative or Testimonial Close.
Your answer:
Correct answer: True
Question
Step 4, True or False: Turning the customer's reason NOT to buy into exactly the reason TO buy (and isolating that as the only objection) is an example of using the Objection Close.
Your answer:
Correct answer: True
Question
Step 4,True or False: ''If we include a UPS with your system, you will not only protect your computer from being damaged by surges, but also protect it from power sags.'' is an example of the Suggest-a- Related-Merchandise Close.
Your answer:
Correct answer: True
Question
Step 4: ''Since the total is more than you said you were planning on spending, we could put all or part on one of your credit cards. Another option would be to put all or part of the purchase on the Micro Center Preferred Card or the Micro Center Rewards Visa Card.'' is an example of...
Your answer:
Correct answer: a Credit Close
Question
Step 4: If a customer resists purchasing, it could be due to…
Your answer:
Correct answer: any of the above
Question
Step 4: After you close the sale, if the customer expresses a buying objection, we use the LPRAA ''formula'' to deal with the objection. What does the ''R'' in LPRAA stand for?
Your answer:
Correct answer: Restate (or rephrase) the objection.
Question
6Step 4: After you close the sale, if the customer expresses a buying objection, we use the LPRAA ''formula'' to deal with the objection. What does the second ''A'' in LPRAA stand for?
Your answer: Answer the objection, showing empathy, and then close the sale again.Correct answer: Answer the objection, showing empathy, and then close the sale again.
Question
Step 4,True or False: If the customer's objection is based on incorrect information, soften the customer's emotions as you gently explain that he/she is wrong. Say, ''I understand your concern; however….'' This is an example of the Direct-Denial Method to answer an objection.
Your answer:
Correct answer: True
Question
Step 4: Which of the following is a widely used technique for answering the buying objection because it acknowledges the customer's objection, gives an answer to it, and brings the customer back into the conversation?
Your answer:
Correct answer: 'Yes, But' Method
Question
7Step 4: Which of the following techniques involves the sales associate listening to the objection, admitting that the customer has a good point, and then offering an even better