Step 4 Quiz- Learn.Lovesac

20 Questions | Total Attempts: 138

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Step 4 Quiz- Learn.Lovesac

15 questions taken from a pool of 30


Questions and Answers
  • 1. 
    The most vital part of selling, and selling again, is to...
  • 2. 
    The purpose of the 'transition' is to take away defensive shields and get down to business.
    • A. 

      True

    • B. 

      False

  • 3. 
    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

  • 4. 
    The purpose of the 'schmooze' is to maintain customer resistance and to develop skin-deep relationships.
    • A. 

      True

    • B. 

      False

  • 5. 
    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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 17. 
    No matter what role you fill on your team, your primary job is to sell!
    • A. 

      True

    • B. 

      False

  • 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

  • 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

  • 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

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