Customer Relations – Floriculture Certification

  1. How is the salesperson supposed to perceive each new customer?
  2. As a new victim
  3. As a new customer
  4. As the next paycheck
  5. As their new boss
  1. What does a salesperson need in order to be successful?
  2. A nice car
  3. A good product
  4. Lots of customers
  5. A Core Value
  1. What is the number one reason that customers take their business elsewhere?
  2. Doesn’t like products
  3. Attitude of indifference from an employee or owner
  4. Cost
  5. Convenience
  1. Most dissatisfied customers just never return; expect to hear complaints from about ____%
  2. 25
  3. 15
  4. 65
  5. 4
  1. What is the primary goal of a flower shop?
  2. To make money
  3. To help people share their feelings through flowers
  4. To give customers a good value
  5. To set floral trends
  1. What advantage would a customer have in going to a boutique instead of a warehouse?
  2. Better prices
  3. More selection
  4. Quality customer service
  5. Fresher flowers
  1. A warehouse is a business that
  2. Buys and sells in quantity
  3. Has a no frills approach
  4. Has a low price approach
  5. All of the above
  1. What are good characteristics of a salesperson’s appearance?
  2. Well dressed and polite
  3. Appropriate body language
  4. Smiling
  5. All of the above
  1. What is Not an important aspect of a salespersons speech habits?
  2. Tone of voice
  3. Articulation
  4. Rate of words spoken
  5. Nemo’ Rules of speach
  1. Communication is said to be
  2. 20% appearance, 40% voice tone and 40% hand gestures
  3. 10% words, 40% voice tone and 50% body language
  4. 15% rate, 30% pace, 20% inflection, 35% articulation
  5. All in how you say it
  1. Good sales techniques include:
  2. Being a fast talker
  3. Being very persuasive
  4. Clear and accurate communication
  5. Having a great product
  1. Good advice to salespeople is ‘Don’t ______people, help them______”
  2. Frown at / get out
  3. Interrupt / buy somewhere else
  4. Sell / buy
  5. None of the above
  1. The customers’ behavior is ______if they aren’t in a rush to close the sale.
  2. Responsive
  3. Reserved
  4. Reliable
  5. Releaved
  1. Effective techniques for greeting customers include:
  2. Smiling
  3. Using the customers name (if known)
  4. Allowing “personal space between you and the customer (1-3 Feet)
  5. All of the above
  1. This type of customer is reserved, cautious, and detailed, you use logic and reasoning to sell your product’s advantages to a customer, also needs things in writing, you are probably dealing with a ______.
  2. Relater
  3. Thinker
  4. Socializer
  5. Director
  1. A customer who is responsive behavior and indirect information management, is shy, easy to please hard to make decisions, discuss options rationally, don’t rush give time decide is likely which customer type?
  2. Relater
  3. Thinker
  4. Socializer
  5. Director
  1. A hurried customer who mostly controls the sales presentation is a ______customer type.
  2. Relater
  3. Thinker
  4. Socializer
  5. Director
  1. The customer who gets along with everyone! Spontaneous, quite fast paced, details are not important. Fit in suggestions to his needs.
  2. Relater
  3. Thinker
  4. Socializer
  5. Director
  1. A greeting should occurs with in the first ______
  2. 5 seconds
  3. 30 seconds
  4. 1 minute
  5. 5 minutes
  1. A technique called ______allows the salesperson to relate the product features and benefits within the sales pitch that help fit the customer’s needs.
  2. Cramming
  3. Statistical Selling
  4. Nemo’s Theory
  5. Suggestive Selling
  1. The customer who manages information______will likey control the conversation with you.
  2. Indirectly
  3. Directly
  4. Quickly
  5. Slowly
  1. The most important thing to determine when identifying customer needs is:
  2. The occasion, style of the sender and recipient
  3. How much they are willing to spend
  4. What the most important thing is they want
  5. What color of flowers they don’t like
  1. Descriptive selling technique is most likely done:
  2. Over the internet
  3. At the counter in the store
  4. For Nemo’s theory
  5. Telephone sales
  1. The best thing to do with a complaint is to:
  2. Welcome it
  3. Berate the complaint with a witty comeback
  4. Tell them to come back when the manager is available
  5. None of the above
  1. Welcome any complaint, it will bring consumer______.
  2. A new greeting
  3. Dissatisfaction
  4. Loyalty
  5. Honesty
  1. What type of close are you using if you ask many small questions to get a big answer?
  2. Assumptive close
  3. Minor and major close
  4. Compromise close
  5. None of the above
  1. This type of close is often used when money is an issue. It usually involves selecting a price between the highest and the lowest price.
  2. Assumptive close
  3. Minor and major close
  4. Compromise close
  5. None of the above
  1. After you have the customer’s commitment to the purchase your product, the sale does not have to end. The part of the sale that comes up while you write up the order is known as?
  2. Extra Sales
  3. Impulse sales
  4. Add-on sales
  5. None of the above
  1. Wrap-up contains major components, they are:
  2. Reassurance and Money taking
  3. Education and Money-taking
  4. Education and Descriptive selling
  5. Education and Reassurance
  1. What is the most important thing you can do when taking a wire order
  2. Listen
  3. Get a current address
  4. Check spelling
  5. Call filling shop
  1. What kind of complaint should be welcome?
  2. Only complaints about service
  3. All complaints
  4. Only legitimate complaints
  5. Only complaints about design work
  1. What can be good about customer complaints?
  2. They point out areas that need improvement
  3. Give a second chance to provide great service
  4. Give an opportunity to strengthen customer loyalty
  5. All of the above
  1. A close technique that takes a series of minor questions that equal up to one major question is
  2. Assumptive Close
  3. Minor and Major Close
  4. Compromise Close
  5. All of the above
  1. Examples of add-on sale items include which of the following
  2. Plush items
  3. Cards
  4. Containers
  5. All of the above
  1. Sales that are best done by appointments in a relaxed, thoughtful manner are
  2. Wire Orders
  3. Walk in’s
  4. Sympathy
  5. Special Events
  1. A selling style that is sympathetic and low keyed is used for which of the following events?
  2. Sympathy
  3. Special Events
  4. Weddings
  5. All of the above
  1. When accepting personal checks make sure:
  2. Numbers match written amount on check
  3. Verify that the person writing the check and make sure check signed
  4. Make sure check is made out to your store
  5. All of the above
  1. Veteran salespeople know objections are just requests for more______.
  2. Creative selling
  3. Close of sale
  4. Information
  5. Discounted price
  1. Each successful sale will have seven tasks for you to accomplish they are all Except:
  2. Greeting, Determining buying needs, suggestions
  3. Get to manager to approve of sale.
  4. Handling objections, the close
  5. Add-ons, and wrap up
  1. As the salesperson at a flower shop the customer is your______.
  2. Boss
  3. Creative Sales tool
  4. Most important paycheck
  5. The person which will buy you flowers
  1. There are four main types of buying styles of customer you can cater to… they are all Except:
  2. Director
  3. Socializer
  4. Relater
  5. Assumptive
  1. All of the following is a guideline to handling a complaint except:
  2. Take the complaint seriously
  3. Get top management involved
  4. Ignore the “dumb” complaints
  5. Learn from you mistakes