Step 4 Quiz- Learn.Lovesac
15 questions taken from a pool of 30
- 1.
The purpose of the 'transition' is to take away defensive shields and get down to business.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that the purpose of the 'transition' is to remove any defensive shields and focus on the main task at hand. This implies that the transition is meant to eliminate any distractions or barriers that may hinder progress or productivity, allowing individuals or teams to fully engage and concentrate on their work. Therefore, the statement is true as it highlights the intended objective of a transition.Rate this question:
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- 2.
If a guest enters your store and you don't seem to be compatible, the best course of action is to...
- A.
Change your approach and figure out who they want you to be
- B.
Let them know that as they look, you will be available to answer their questions
- C.
Introduce him or her to another Sac’r
- D.
Let them know that you are the face of Lovesac and that they should really be nice to you
Correct Answer
C. Introduce him or her to another Sac’r -
- 3.
The purpose of the 'schmooze' is to maintain customer resistance and to develop skin-deep relationships.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The purpose of 'schmooze' is not to maintain customer resistance but rather to reduce it. Schmoozing involves building genuine and meaningful relationships with customers, which can help in gaining their trust and loyalty. It goes beyond surface-level interactions and aims to establish a strong connection with customers. Therefore, the statement that the purpose of 'schmooze' is to maintain customer resistance is incorrect.Rate this question:
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- 4.
Choose the three basic concepts of the 'shmooze'
- A.
Don’t violate a customer’s personal space
- B.
Resist the urge to get down to business too quickly
- C.
Take every opportunity to hang out and have non-business conversations
- D.
Get as physically close to the guest as possible so that you can create a bond
- E.
Let them know that your mission is to sell them something and that your time is valuable
- F.
Making your guest feel pressured into buying the most functional furniture in the world
Correct Answer(s)
A. Don’t violate a customer’s personal space
B. Resist the urge to get down to business too quickly
C. Take every opportunity to hang out and have non-business conversationsExplanation
The three basic concepts of the 'shmooze' are to not violate a customer's personal space, to resist the urge to get down to business too quickly, and to take every opportunity to hang out and have non-business conversations. These concepts emphasize the importance of building a personal connection with the customer before discussing business matters. By respecting their personal space, taking the time to build rapport, and engaging in non-business conversations, the salesperson can create a comfortable and friendly atmosphere, increasing the likelihood of a successful sale.Rate this question:
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- 5.
The most vital part of selling, and selling again, is to...
- 6.
The five keys to credibility play a role in which phase of the Friedman training?
- A.
Schmoozing
- B.
Quick Tour
- C.
Probing
- D.
Transition
Correct Answer
B. Quick TourExplanation
The five keys to credibility, which include competence, trustworthiness, dynamism, empathy, and likeability, are important factors in establishing credibility during the Quick Tour phase of the Friedman training. This phase involves providing a brief overview of the topic or training content to the audience. By demonstrating competence, trustworthiness, dynamism, empathy, and likeability, the trainer can effectively engage the audience and establish credibility, making the Quick Tour phase more impactful and successful.Rate this question:
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- 7.
The first step to successful probing is open-ended, fact-finding questions (who, what, where, when, why, how and tell me).
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Open-ended, fact-finding questions are crucial in successful probing because they allow for a more detailed and comprehensive response from the person being questioned. These types of questions encourage the individual to provide more information, explain their thoughts or actions, and give a fuller understanding of the situation. By asking who, what, where, when, why, how, and "tell me" questions, the person conducting the probing can gather more accurate and useful information. Therefore, the statement is true.Rate this question:
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- 8.
QAS (Question-Answer-Support) is based on the premise that people’s feelings and opinions deserve to be more than just heard – they deserve to be dismissed because at the end of the day, time is money.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The given statement suggests that QAS is based on the idea that people's feelings and opinions should be dismissed because time is valuable. However, this is not a valid premise for QAS. QAS should be based on the principle that people's feelings and opinions deserve to be heard and respected, not dismissed. Therefore, the correct answer is False.Rate this question:
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- 9.
When gathering information using the concept of QAS (Question-Answer-Support), what is the the best way to build trust with your guest?
- A.
Asking another question after they have answered your original question
- B.
Supporting their answer before asking another question
- C.
Letting them know that Lovesac is going to be around for a long time so they shouldn't have any reservations about purchasing
- D.
Standing as close to them as you can so they understand how serious you are about wanting to be their new best friend
Correct Answer
B. Supporting their answer before asking another questionExplanation
The best way to build trust with a guest when using QAS is to support their answer before asking another question. This shows that you value their input and acknowledge their response. By providing support, you demonstrate that you are actively listening and understanding their perspective, which helps to establish a sense of trust and rapport. This approach encourages open and honest communication, making the guest feel more comfortable and confident in sharing their thoughts and opinions.Rate this question:
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- 10.
One of the basic tenets of sales is: it’s not what you want to sell someone, it’s what they want – and are ready – to buy.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The basic tenet of sales mentioned in the statement is that it is not about selling what you want, but rather selling what the customer wants and is ready to buy. This means that successful salespeople focus on understanding the needs and desires of their customers and tailoring their approach to meet those needs, rather than trying to push products or services that may not be relevant or appealing to the customer. This approach is more likely to lead to successful sales and satisfied customers.Rate this question:
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- 11.
Getting personal with perspective buyers means... (you may choose more than one answer)
- A.
Understanding their hopes, dreams and wants
- B.
Listening carefully, asking questions astutely and actively empathizing
- C.
Being deliberate in your efforts
- D.
Asking them out for coffee the next time they are at the mall
- E.
Conversing about the infection in your big toe you just can't seem to get rid of
Correct Answer(s)
A. Understanding their hopes, dreams and wants
B. Listening carefully, asking questions astutely and actively empathizing
C. Being deliberate in your effortsExplanation
The correct answer is understanding the hopes, dreams, and wants of perspective buyers because it allows you to tailor your approach and offerings to meet their specific needs. Listening carefully, asking questions astutely, and actively empathizing are also important because they help you gather information and demonstrate that you value their input. Being deliberate in your efforts means being intentional and focused in your interactions with perspective buyers, ensuring that you are making the most of each opportunity to connect with them and understand their needs.Rate this question:
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- 12.
What is one of the best ways to establish credibility with perspective buyers?
- A.
Tell you own story, in your own words, about our products in your life
- B.
Introduce them to George to who comes in your store every day to sit during his breaks
- C.
Tell your guests that we've been around for over 10 years if and that's not enough they can go to Pottery Barn
- D.
Be as pushy as possibly with as many guests as possible so they can see what a great saleperson you are
Correct Answer
A. Tell you own story, in your own words, about our products in your lifeExplanation
One of the best ways to establish credibility with perspective buyers is by telling your own story, in your own words, about our products in your life. By sharing your personal experience and how our products have benefited you, it creates a sense of authenticity and trust. This allows potential buyers to relate to your story and see the value in our products. It also demonstrates that you have firsthand knowledge and belief in the quality of our products, which can significantly impact their buying decisions.Rate this question:
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- 13.
Friedman says, "Trust is established through the caring tone of your questions and the empathetic support you give to your customer’s answers."
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
According to Friedman, trust is built by using a caring tone in your questions and providing empathetic support to your customer's answers. This implies that showing genuine concern and understanding towards customers' needs and concerns can help establish trust. Therefore, the statement is true.Rate this question:
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- 14.
How many of the following are important in being able to gain a guest's trust and close a sale?
- A.
Empathy
- B.
Sincere curiosity
- C.
Wisely chosen words
- D.
Close-ended questions
- E.
Active understanding
- F.
Treating each guest exactly the same
Correct Answer(s)
A. Empathy
B. Sincere curiosity
C. Wisely chosen words
E. Active understandingExplanation
Empathy, sincere curiosity, wisely chosen words, and active understanding are all important in gaining a guest's trust and closing a sale. Empathy allows the salesperson to understand and connect with the guest's emotions and needs. Sincere curiosity helps the salesperson ask relevant and engaging questions to better understand the guest's preferences. Wisely chosen words enable effective communication and persuasion. Active understanding involves actively listening and responding to the guest's concerns and feedback. Treating each guest exactly the same may not necessarily build trust as it fails to acknowledge individual needs and preferences.Rate this question:
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- 15.
“No retail company can maintain stock levels with every item available in every size and at any time. The ability to convert a customer from an item you don’t have to one that is in stock is one of the most powerful tools you can develop.”
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement is true because it is not feasible for a retail company to maintain stock levels with every item available in every size and at any time. It would require a significant amount of resources and storage space to stock every possible item. Instead, the ability to convert a customer from an item that is not in stock to one that is in stock is crucial for retail companies. This allows them to fulfill customer needs and preferences even if the exact item requested is not available.Rate this question:
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- 16.
What is the first rule of thumb about an opening line?
- A.
Always make it about Lovesac
- B.
No questions
- C.
Always use the same one so nobody feels discriminated against
- D.
It should be a non-business realted question
Correct Answer
D. It should be a non-business realted questionExplanation
The first rule of thumb about an opening line is that it should be a non-business related question. This means that the opening line should not be directly related to the business or its products, but rather a casual or friendly question that can help establish a rapport with the person or audience being addressed. This approach can create a more relaxed and engaging atmosphere, making it easier to connect with others and initiate a conversation.Rate this question:
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- 17.
No matter what role you fill on your team, your primary job is to sell!
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
In a team, regardless of the specific role one occupies, the ultimate objective is to sell. This does not necessarily mean selling a product or service in a traditional sense, but rather selling ideas, solutions, or collaboration to achieve common goals. Selling involves effectively communicating, persuading, and influencing others to buy into your vision or contribute to the team's success. Therefore, it is true that no matter the role, everyone on the team plays a part in selling.Rate this question:
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- 18.
Which type of salesperson should we strive to be?
- A.
Clerks who answer questions if asked
- B.
Salespeople who do demos and build relationships, but typically leave it to their customers to decide if and when they want to buy
- C.
Hardball closers
- D.
Professionals who consider asking for the sale
Correct Answer
D. Professionals who consider asking for the saleExplanation
The correct answer is professionals who consider asking for the sale. This answer suggests that the ideal salesperson is someone who actively engages with customers, builds relationships, and understands the importance of asking for the sale. This type of salesperson is proactive in their approach and takes the initiative to close the deal, rather than leaving it solely up to the customer to decide.Rate this question:
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- 19.
Which are true about the assumptive add-on close? (you may choose more than one answer)
- A.
You assume the customer is going to buy, then try to sell him more
- B.
Craft language that both ties the add-on item to the main item and ties the customer to the purchase
- C.
A low-key, customer-oriented question [that’s] designed to keep you directly involved with... [your] customer and his or her needs
- D.
Should be a carefully chosen to both convey your expertise and reflect your understanding of the customer’s specific situation
- E.
Is never phrased as a question
- F.
Uses words or phrases that make the customer feel as thought the add-on is trivial and unimportant
Correct Answer(s)
A. You assume the customer is going to buy, then try to sell him more
B. Craft language that both ties the add-on item to the main item and ties the customer to the purchase
C. A low-key, customer-oriented question [that’s] designed to keep you directly involved with... [your] customer and his or her needs
D. Should be a carefully chosen to both convey your expertise and reflect your understanding of the customer’s specific situationExplanation
The assumptive add-on close involves assuming that the customer is going to make a purchase and then trying to sell them additional items. It also includes crafting language that connects the add-on item to the main item and reinforces the customer's commitment to the purchase. Additionally, it involves asking low-key, customer-oriented questions that keep the salesperson engaged with the customer and their needs. The question should be carefully chosen to demonstrate the salesperson's expertise and understanding of the customer's specific situation.Rate this question:
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- 20.
When using a promo to close a sale, never add a date to quotes that include a promotion, outlining when the promotion expires. If a guest doesn't purchase today then we really don't concern oursleves with their future needs as only buying customers really matter.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement in the question suggests that it is not necessary to add a date to quotes that include a promotion. However, this is not true. Adding a date to quotes with promotions is important as it creates a sense of urgency for the customer to make a purchase. It also helps in managing inventory and planning future promotions. Ignoring the future needs of potential customers is not a good business practice, as building long-term relationships and customer loyalty is crucial for success. Therefore, the correct answer is False.Rate this question:
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- 21.
If a guest doesn't apply for the LSCC before leaving, always include an application with their quote and inform them of the great promotions and benefits available exclusively to LSCC holders.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that if a guest does not apply for the LSCC (presumably a loyalty or membership card) before leaving, it is recommended to include an application with their quote and inform them about the exclusive promotions and benefits available to cardholders. This implies that the company values customer loyalty and wants to encourage guests to become members by offering incentives and perks. Therefore, the statement is true.Rate this question:
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- 22.
What are the five basic best practices to follow when clienteling before the first sale?
- A.
Customer Acknowledgement
- B.
Meaningful Conversation
- C.
Learning to Listen After Asking the Right Questions
- D.
Treat Others How They Want to be Treated
- E.
Give them what they want and keep them (their friends and family too) coming back for more!
- F.
Casual, surface conversation
- G.
Ask as many generic questions as possible
- H.
Get to know 'em just enough to close 'em, then move on to the next victim
Correct Answer(s)
A. Customer Acknowledgement
B. Meaningful Conversation
C. Learning to Listen After Asking the Right Questions
D. Treat Others How They Want to be Treated
E. Give them what they want and keep them (their friends and family too) coming back for more!Explanation
The answer provides a list of five basic best practices to follow when clienteling before the first sale. These practices include customer acknowledgement, meaningful conversation, learning to listen after asking the right questions, treating others how they want to be treated, and giving them what they want to keep them coming back for more. The answer emphasizes the importance of building a strong relationship with the customer by acknowledging them, engaging in meaningful conversations, understanding their needs, and providing excellent service to ensure their satisfaction and loyalty.Rate this question:
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- 23.
What are the three basic concepts of the 180 degree passby?
- 24.
Pre-qualifying is about looking for entry points.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Pre-qualifying is not about looking for entry points. Pre-qualifying is a process of assessing potential candidates or clients to determine if they meet certain criteria or requirements. It is typically done before allowing them to proceed further in a selection process or business transaction. It is not specifically related to entry points, but rather a general evaluation process.Rate this question:
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- 25.
Spending the time to establish rapport and empathy with each guest is a key step in becoming successful.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Establishing rapport and empathy with each guest is a key step in becoming successful because it helps to create a positive and comfortable environment. When guests feel understood and valued, they are more likely to have a positive experience and form a connection with the person or business. This can lead to increased customer satisfaction, loyalty, and ultimately, success. By taking the time to establish rapport and empathy, individuals or businesses can build strong relationships with their guests, which can have a positive impact on their overall success.Rate this question:
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- 26.
Statistically, 6 out of 10 retail sales presentations fail because the salesperson never asked for the sale.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The explanation for the given correct answer is that according to statistics, 6 out of 10 retail sales presentations fail because the salesperson never asked for the sale. This means that a significant number of salespeople do not actively seek to close the sale, resulting in a high failure rate. Therefore, the statement that "6 out of 10 retail sales presentations fail because the salesperson never asked for the sale" is true.Rate this question:
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- 27.
Talking about how great our product is and why everyone needs it is the single most important part of building a relationship that will lead to, not just an initial sale, but a lifetime customer relationship.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement suggests that talking about the greatness of a product and why everyone needs it is the single most important part of building a customer relationship. However, this is not necessarily true. While promoting the benefits and features of a product is important, building a strong customer relationship involves various other factors such as understanding customer needs, providing excellent customer service, and maintaining ongoing communication. Therefore, the statement is false.Rate this question:
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- 28.
Buying signals from your guests are always pretty straight forward.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Buying signals from guests are not always straightforward. Guests may express their interest in a product or service in various ways, such as asking questions, showing enthusiasm, or requesting more information. However, interpreting these signals accurately requires careful observation and understanding of individual guest behavior and preferences. Therefore, the statement that buying signals from guests are always straightforward is false.Rate this question:
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- 29.
The most critical step in selling may very well be your...
- A.
Opening line
- B.
Transition question
- C.
Verbal contract
- D.
Probing technique
Correct Answer
A. Opening lineExplanation
The opening line is the most critical step in selling because it sets the tone for the entire interaction with the customer. It is the first impression that the salesperson makes and can determine whether or not the customer will be interested in continuing the conversation. A strong opening line grabs the customer's attention, establishes rapport, and creates a positive atmosphere for the sales pitch. It is the initial opportunity to engage the customer and pique their interest, making it a crucial step in the selling process.Rate this question:
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Current Version
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Mar 19, 2023Quiz Edited by
ProProfs Editorial Team -
Jun 25, 2013Quiz Created by
Michael Chaney
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