A&w Furniture Sales Training Quiz
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The A&W Furniture Sales Training Quiz assesses knowledge on furniture sales, covering warranty specifics, brand features, and care instructions. It equips sales personnel with essential product and policy understanding, enhancing customer service and sales effectiveness.
- 1.
Our Protection Plan covers all in the warranty with the exception of what?
- A.
Stains
- B.
Seam separation
- C.
Scrapes/Cuts
- D.
Labor
- E.
Pet Damage
- F.
Nail Polish Remover
- G.
These things are ALL covered
Correct Answer
G. These things are ALL coveredExplanation
Our Worry Free plan does not cover tears, cuts, scrapes, holes or scratches.Rate this question:
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- 2.
What brand has the highest rated spring seating system in an upholstery brand?
- A.
England Furniture
- B.
Flexsteel
- C.
Ashley
- D.
Jackson
Correct Answer
B. FlexsteelExplanation
Flexsteel is the only brand we carry with a state of the art Blue Steel Spring Seating System within its frame. It is the strongest built seating system of any of our upholstery brands.Rate this question:
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- 3.
Which of the following is NOT something customers who purchase mattresses from us should expect?
- A.
Expect some middle sagging
- B.
Must provide adequate frame and center support under mattress
- C.
Warranty will be void if there are any stains on mattress, use mattress pads
- D.
Expect some body impressions
Correct Answer
A. Expect some middle saggingExplanation
Customers who purchase mattresses from us should not expect any middle sagging. Middle sagging refers to the sinking or indentation in the middle of the mattress over time, which can affect comfort and support. A good quality mattress should have proper support and should not sag in the middle.Rate this question:
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- 4.
True or False? The proper care for a wood dining table would be to wipe it clean with a damp cloth.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The proper way to care for a dining table is to wipe it down (possibly with a damp cloth) then ALWAYS wipe the top and edges DRY. Failure to wipe a table dry will result in peeling finishes. Using a good furniture polish is also recommended (preferably one without silicone in it).Rate this question:
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- 5.
All of the following are selling features of our Amish made furniture except one of the following. Which one is not a selling feature?
- A.
Available with laminate tops through special order
- B.
Solid 1" thick oak tops
- C.
Catalyzed lacquer finish
- D.
Heirloom quality
Correct Answer
A. Available with laminate tops through special orderExplanation
The selling features of our Amish made furniture include solid 1" thick oak tops, catalyzed lacquer finish, and heirloom quality. However, the option "Available with laminate tops through special order" is not a selling feature because laminate tops are not typically associated with high-quality, Amish made furniture.Rate this question:
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- 6.
You shouldn't need to change the price of an item in our computer to match the sale tag on the floor.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Normally, our price tags are different than what defaults with each item in our computer. You need to pay close attention to what the price tag says and what you enter the price as.Rate this question:
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- 7.
The sale price and the finance price are normally the same.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
NEVER. The finance price will always be more than a cash/check/credit card sale price. Depending on how long people finance, we are charged by the finance company.Rate this question:
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- 8.
If you need to find out if you can special order from a company or what a company's minimum is where do you look in our computer system?
- A.
Inventory Lookup
- B.
Merchandising, Vendor Maintenance
- C.
Merchandising, Model Maintenance
- D.
Sales order input
Correct Answer
B. Merchandising, Vendor MaintenanceExplanation
The correct answer is to click on the Merchandising Header, then scroll down to "Vendor Maintenance".Rate this question:
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- 9.
What is considered a standard body impression and is not deemed as a defect if it falls within that range?
- A.
5+
- B.
3-5"
- C.
2-4"
- D.
1-2"
Correct Answer
D. 1-2"Explanation
A standard body impression refers to the depth or indentation that a person's body makes on a mattress. If the body impression falls within the range of 1-2 inches, it is considered normal and not a defect. This means that the mattress is designed to accommodate such impressions and still provide comfort and support to the sleeper.Rate this question:
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- 10.
True or False? If we make 2 trips to a customers home for delivery and deliver their sale at two separate times we charge 2 full price delivery charges.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If a customer has a sale that they want in stock merchandise delivered right away and their special order delivered at a different date (for instance) we will charge a full delivery fee the 1st trip and 1/2 a delivery fee the 2nd trip.Rate this question:
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- 11.
What is our furniture return policy on non-closeout, non-special order merchandise?
- A.
We do not allow any furniture returns
- B.
1 week
- C.
2 weeks
- D.
48 hours or send back on the truck
- E.
30 days
Correct Answer
D. 48 hours or send back on the truckExplanation
In most instances we will allow return of furniture within 48 hours after the approval of management. However, if the furniture has been reordered because the customer took from our warehouse stock and we cannot cancel the order with the manufacturer, restocking fees may be applied to the customer. We expect customers who have committed to purchasing with us to follow through with the purchase. We replenish our stock accordingly.Rate this question:
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- 12.
True or False? If a customer special orders something and doesn't like it, they automatically lose 30% and then they're allowed to return it.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Most special orders are NOT returnable. They are ONLY returnable if a manager allows a return. Then and only then will they be allowed to return it, and they will lose 30% and the remaining balance they may have put down will remain as a store credit.Rate this question:
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- 13.
Name 1 American made bedroom set we carry?
- A.
Klaussner
- B.
Ashley
- C.
Coaster
- D.
Yoder's Woodworking
Correct Answer
D. Yoder's WoodworkingExplanation
Yoder's Woodworking is an American made bedroom set that the company carries.Rate this question:
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- 14.
What does B.A.D.A.S.S. stand for?
- A.
Buyer, Availability, Decision Maker, Accessibility, Shopping, Sketching
- B.
Budget, Availability, Decision Maker, Ability to Buy, Shopping, Sketching
- C.
Buyer, Availability, Decision Maker, Ability to Buy, Seriousness, Sketching
- D.
Budget, Availability, Decision Maker, Access, Shopping, Sketching
Correct Answer
B. Budget, Availability, Decision Maker, Ability to Buy, Shopping, Sketching -
- 15.
Which of the following is NOT an example of the personality type "Influencer?"
- A.
Decision make take a long time to reach
- B.
Bold colors in accessories
- C.
Likes to visit
- D.
Enthusiastic
Correct Answer
A. Decision make take a long time to reachExplanation
The personality type "Influencer" is characterized by being bold, enthusiastic, and liking to visit places. However, taking a long time to reach a decision does not align with this personality type. Influencers are typically known for being decisive and having the ability to persuade others.Rate this question:
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- 16.
Which of the following is a trait of the Dominant personality type?
- A.
Open to communication
- B.
Wears bright, flashy colors
- C.
Typically likes short and sweet bullet point information
- D.
Take a long time to make decisions
Correct Answer
C. Typically likes short and sweet bullet point informationExplanation
The trait of liking short and sweet bullet point information is associated with the Dominant personality type. This type of personality prefers concise and to-the-point information that can be quickly understood and processed. They value efficiency and effectiveness in communication, which is why they prefer bullet points over lengthy explanations or details. This trait aligns with their direct and decisive nature, as they prioritize getting straight to the point and making efficient decisions.Rate this question:
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- 17.
What is the warranty on Flexsteel's fabric?
- A.
1 Year
- B.
5 years
- C.
10 years
- D.
Lifetime
Correct Answer
A. 1 YearExplanation
The warranty on Flexsteel's fabric is 1 year.Rate this question:
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- 18.
True or False? When voiding a sales order from a previous day it is not necessary to do any other work other than void it in the computer and take care of any balance due issues.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
A crucial and often missed step is that you must also remember that the warehouse has a copy of all sales, if you voided or changed anything on a sale including telephone numbers, etc. you must inform them of the changes. Also voided sales must be pulled from the customer pick up drawer or delivery drawer.Rate this question:
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- 19.
True or False? Because Amish made furniture has a catalyzed lacquer finish, customers don't have to worry about fading as much as traditional finished tables.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Every type of material is subject to fading. All fabrics, woods, etc. will fade if left in the sun.Rate this question:
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- 20.
True or False? Contrary to popular belief, it is better to put veneers on solid wood rather than on MDF.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
False, veneers got a bad wrap when they used to be used over solid wood. The solid wood would expand and contract, then popping the veneers. MDF reduces this risk. Consumers should be made aware that veneers have come a long way and are considered standard in the industry.Rate this question:
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- 21.
What are the measurements of a standard queen size mattress?
- A.
52x70
- B.
58x72
- C.
60x80
- D.
62x82
Correct Answer
C. 60x80Explanation
The correct answer is 60x80. A standard queen size mattress typically measures 60 inches in width and 80 inches in length.Rate this question:
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- 22.
What is the standard upcharge for a split queen boxspring?
- A.
$125
- B.
$150
- C.
$200
- D.
There is no upcharge
Correct Answer
B. $150Explanation
The standard upcharge for a split queen boxspring is $150.Rate this question:
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- 23.
What is the standard upcharge for a low profile boxspring?
- A.
There is no upcharge
- B.
$50
- C.
$100
- D.
$150
- E.
$200
Correct Answer
A. There is no upchargeExplanation
The standard upcharge for a low profile boxspring is stated as "There is no upcharge." This means that there is no additional cost or fee associated with choosing a low profile boxspring option.Rate this question:
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- 24.
Which of the following is not a selling feature of England furniture?
- A.
LaZBoy Company
- B.
You can put sleepers in any sofa frame
- C.
Self healing zippers
- D.
Air vents on cushions
Correct Answer
B. You can put sleepers in any sofa frameExplanation
The correct answer is "You can put sleepers in any sofa frame." This means that England furniture does not offer the feature of being able to put sleepers in any sofa frame. Sleepers are typically sofa beds or convertible sofas that can be used for sleeping purposes.Rate this question:
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- 25.
True or False? White marks caused by heat and steam are covered under warranty by table manufacturers.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
White marks caused by heat and steam are not covered by manufacturers. Customers should use trivets, placemats, hot pads, etc. White heat marks are difficult to remove if not impossible. Manufacturers and A&W Furniture will not honor this under warranty defects.Rate this question:
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- 26.
What fabric is the weakest when by itself, but one of the strongest when combined with another?
- A.
Rayon
- B.
Polyester
- C.
Cotton
- D.
Denim
Correct Answer
A. RayonExplanation
Rayon is the correct answer because it is a synthetic fabric made from cellulose fibers, which are weak on their own. However, when combined with another fabric, such as polyester or cotton, it can enhance the strength and durability of the resulting material. Therefore, while rayon may be weak by itself, it becomes one of the strongest when combined with another fabric.Rate this question:
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- 27.
True or False? We will match all competitors quotes, the only thing required is a written quote.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
In order to price match, we must verify the legitimacy of the quote (written, fax or a phone call to the competing store). We will need to verify dollar to dollar if the quote matches up including delivery, shipping and taxes. We DO NOT MATCH online retailers quotes if they do not have an actual brick and mortar store. If the quote doesn't meet all those criteria we will not be expected to meet the quote.Rate this question:
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- 28.
What kind of protective finish do most bedroom furniture pieces have?
- A.
Lacquer
- B.
Polyester
- C.
Catalyzed Lacquer
- D.
Natural Wax Finish
Correct Answer
A. LacquerExplanation
Most bedroom furniture pieces have a protective finish of lacquer. Lacquer is a durable and glossy finish that provides protection against scratches, moisture, and daily wear and tear. It is commonly used on furniture because it enhances the natural beauty of the wood while providing a smooth and shiny surface. Lacquer is also easy to clean and maintain, making it a popular choice for bedroom furniture. Polyester and catalyzed lacquer are also used as protective finishes, but lacquer is the most commonly used one. Natural wax finish, on the other hand, is not as commonly used for protective finishes on bedroom furniture.Rate this question:
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- 29.
What percentage of the world's leather is good enough to use for furniture?
- A.
5%
- B.
20%
- C.
35%
- D.
65%
- E.
80%
Correct Answer
C. 35%Explanation
35% of the world's leather is considered good enough to use for furniture. This suggests that a significant portion of the leather produced globally does not meet the quality standards required for furniture manufacturing. Factors such as imperfections, durability, and overall appearance may contribute to the exclusion of a majority of the leather. It highlights the selectivity and high standards set by the furniture industry when it comes to sourcing leather materials.Rate this question:
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- 30.
True or False? Veneers over MDF make a stronger furniture piece than solid wood could.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
True, when multiple veneers are rotated 90 degrees on top of one another they are actually stronger than a solid wood piece.Rate this question:
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- 31.
What is the fabric content of microfiber?
- A.
100% Rayon
- B.
50% Rayon, 50% Polyester
- C.
100% Polyester
- D.
50% Polyester, 50% cotton
Correct Answer
C. 100% PolyesterExplanation
Microfiber is a type of fabric that is made from synthetic fibers, specifically polyester. Polyester is a durable and lightweight material that is known for its moisture-wicking and quick-drying properties. It is often used in the production of microfiber because it creates a soft and smooth texture. Therefore, the correct answer is 100% Polyester.Rate this question:
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- 32.
True or False? Microfiber is warrantied against staining.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Although microfiber is highly resistant to staining, it is not warrantied to prevent staining.Rate this question:
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- 33.
True or False? A&W does not warranty closeouts.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
True. The simple answer is "no" there is no warranty on closeouts. When a customer purchases a closeout, they are buying an "as is" piece generally at wholesale cost. A&W is not obligated to provide any warranty. If the manufacturer still provides warranty, we will sometimes try to pass that on, however, labor, freight expenses or any charges incurred are at the customer's expense.Rate this question:
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- 34.
What kind of base must a table generally have to have in order to self store leaves?
- A.
Trestle Base
- B.
Single Pedestal
- C.
Any table can be made into a self storing as long as the design allows.
- D.
Leg table
Correct Answer
A. Trestle BaseExplanation
A table must generally have a trestle base in order to self store leaves. A trestle base consists of two or more supports connected by a horizontal beam, providing stability and allowing for the leaves to be stored underneath the table when not in use. This design feature allows for easy access and convenient storage of the leaves, making it a suitable base for self-storing tables.Rate this question:
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- 35.
True/False? When a table stores 4 leaves, all 4 will have the aprons on them.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
In order for most tables to self store, only 2 will have aprons and 2 will not. Some tables however, have fold down aprons allowing for all to be stored.Rate this question:
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- 36.
True/False? If a customer purchases a dining room table and a few years down the road wants additional leaves ordered, that is possible through special ordering with some manufacturers.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
It is not possible to order additional leaves for any table.Rate this question:
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- 37.
Out of the 4 possible choices, all but 1 manufacturer has upholstery that can generally be ordered in other fabrics.
- A.
Klaussner
- B.
Flexsteel
- C.
England
- D.
Ashley
Correct Answer
D. AshleyExplanation
Among the four manufacturers listed, Ashley is the only one that does not offer upholstery options in other fabrics. This means that when purchasing furniture from Ashley, customers are limited to the fabric options available for each specific item. In contrast, Klaussner, Flexsteel, and England all provide the flexibility for customers to choose from a variety of fabrics for their upholstery, allowing for more customization and personalization.Rate this question:
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- 38.
What does the "Latitude" collection signify from Flexsteel?
- A.
That you are in a collection with flexible special order options
- B.
Smaller scale furnishings
- C.
In a division of Flexsteel with a shorter warranty time.
- D.
Imported product, cut and sewn, few special order options. Generally leather pieces.
Correct Answer
D. Imported product, cut and sewn, few special order options. Generally leather pieces.Explanation
The "Latitude" collection from Flexsteel signifies that it consists of imported products that are cut and sewn. This collection offers limited special order options and generally includes leather pieces.Rate this question:
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- 39.
What does MDF stand for?
- A.
Manufactured Dense Fibers
- B.
Manufactured Density Furniture
- C.
Medium Design Furniture
- D.
Medium Density Fiberboard
Correct Answer
D. Medium Density FiberboardExplanation
Veneers are generally placed on this type of core board.Rate this question:
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- 40.
In our B.A.D.A.S.S. training, what's the most important factor in the "Budget" question in your sales approach?
- A.
Get a number
- B.
Don't ask for customer's budget, it may be considered offensive
- C.
Always try to increase customer's budget
- D.
Let them think about it after seeing the product, ask for it on the be-back visit.
Correct Answer
A. Get a numberExplanation
If you do not get a number, you have no direction and they can use it against you in the end when dealing on pricing.Rate this question:
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- 41.
True/False? The following is an example of a type of note that can be used under the tab "Delivery Notes" when entering sales: "Deliver Friday, Sept. 19th per Mike"
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
False, this type of note should be used under "invoice notes" because it is SPECIFIC to the sale. Any notes entered under "Delivery notes" will come up on every sale the customer ever purchases from that point on. Delivery notes should only include directions on how to get to the customer's home.Rate this question:
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- 42.
True/False? It is fine for your table's leaves to be in any room in the customer's home as long as they're stored upright rather than flat.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
False, table's leaves especially in our Minnesota climate should be stored as close to the table as possible ensuring similar humidity/dryness levels for both. Additionally storing the table's leaves upright could cause warping. They should try to be stored flat.Rate this question:
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- 43.
True/False? When ordering Flexsteel, virtually every fabric on the Flexsteel wall can be applied to a fabric sofa from Flexsteel.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Flexsteel special orders, as well as most other special orders will typically take 8-12 weeks to order. ALWAYS make sure your customers sign off on this fact.Rate this question:
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- 44.
True/False? When selecting different grades of fabric, the higher the grade the better the fabric as a general rule of thumb.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
False, just because a fabric has a higher grade does not mean it will last longer or is "better". It generally means that the manufacturer had to pay more for it from a specific mill due to "name brand" factors or perhaps they didn't buy as much of that particular fabric in bulk therefore not getting as good a price on it as another.Rate this question:
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- 45.
True/False? When you know a customer is going to purchase something and take it home with them it's best not to call the warehouse to get it ready until the customer is up at the counter, paying for the item and you know no changes are going to made to the order.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Best practice would be as soon as you know the customer is committed, get the warehouse working on pulling the item and ensuring satisfactory condition. If you wait until the customer is at the counter you are requiring them to wait as well until the warehouse is ready which could be lengthy.Rate this question:
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- 46.
All of the following are characteristics of "Traditional Style" design elements except one, which one is not typically found with "Traditional" design styles?
- A.
Rolled arms in upholstery
- B.
Carved Legs
- C.
Button tufting, pleats
- D.
Prints in floral, chintz, toile, strips, plaids
- E.
Polished chrome or nickel
Correct Answer
E. Polished chrome or nickelExplanation
"Polished chrome or nickel" is not typically found with "Traditional" design styles. Traditional design styles often feature more ornate and classic elements such as rolled arms in upholstery, carved legs, button tufting, pleats, and prints in floral, chintz, toile, stripes, and plaids. Polished chrome or nickel is more commonly associated with modern or contemporary design styles.Rate this question:
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- 47.
When a customer asks if they can introduce a new tone of wood into a room that doesn't match anything else our recommendation would be "Absolutely! Just repeat the new tone in the room through picture frames, accessories, more furniture pieces, etc approximately how many times?
- A.
Repeat the new tone at least once.
- B.
Repeat the new tone 2-3 more times
- C.
It's not necessary to repeat the new tone, eclectic styling is "in!"
- D.
Need to repeat the new tone in at least 5 more places.
Correct Answer
B. Repeat the new tone 2-3 more timesExplanation
The correct answer suggests that the new tone should be repeated 2-3 more times in the room. This is recommended in order to create a cohesive and balanced look, ensuring that the new tone is not isolated and stands out in a mismatched way. By repeating the new tone through picture frames, accessories, and more furniture pieces, the room will have a harmonious design where the new tone is integrated and complemented by other elements.Rate this question:
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- 48.
The best way to describe the design style "Transitional" is how?
- A.
Practical styles that can be dressed up or down with accents, comfortable, easy looks, simple styles that are easy to blend with most anything.
- B.
Clean, sleek lines, no frills, no fuss, minimalist looks
- C.
Blending many different styles to create a unique eclectic look.
- D.
Brave, daring looks
Correct Answer
A. Practical styles that can be dressed up or down with accents, comfortable, easy looks, simple styles that are easy to blend with most anything.Explanation
Transitional design style can be described as practical and versatile, allowing for easy customization with accents. It offers comfortable and effortless looks that can be dressed up or down. The style is characterized by simplicity and the ability to blend seamlessly with various elements, making it adaptable to different tastes and preferences.Rate this question:
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- 49.
When space planning for a client on sketching or our room planner software, how much space should you typically allow for a walkway between furniture?
- A.
3 feet
- B.
18"
- C.
4 feet
- D.
2 feet
Correct Answer
A. 3 feetExplanation
When space planning for a client on sketching or room planner software, it is typically recommended to allow a walkway of 3 feet between furniture. This amount of space ensures that there is enough room for comfortable movement and prevents any potential obstacles or congestion. It allows individuals to easily navigate through the room without feeling cramped or restricted.Rate this question:
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- 50.
All of the following describes what 'Mission" or "Arts n Crafts" styling could be except for one. Which one does not fit Mission styling.
- A.
Bow tie inlays
- B.
Straight lines
- C.
Typically warm woods
- D.
Bright colors
- E.
Earthy colors
Correct Answer
D. Bright colorsExplanation
Mission styling is characterized by its emphasis on simplicity, functionality, and natural materials. It often features straight lines, typically warm woods, and earthy colors. Bow tie inlays can also be seen in Mission-style furniture as a decorative element. However, bright colors do not fit the aesthetic of Mission styling, as it tends to favor more muted and natural tones. Therefore, bright colors do not fit Mission styling.Rate this question:
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Nov 29, 2023Quiz Edited by
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Aug 28, 2010Quiz Created by
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