Communication is a key part of being a good salesperson. In addition to having
product knowledge, a sales associate should be able to find out valuable information
about the customer to maximize sales potential. Complete the chart below by
identifying the demonstrated skill for the given scenario. (5 points)
scenario one: Michael works for an electronics store.
A potential customer is looking to
upgrade his computer. Michael asks the
potential customer, "What types of
activities do you do with your
computer? Do you plan on using it for
work, school, gaming, or something
else?"
scenario two: A frustrated customer comes into the
pet store where Maria works to
complain about the cat food she just
bought that made her cat sick. Maria
patiently waits for the woman to finish
venting her frustration before she
proposes a solution.
scenario three: Tisha works at a jewelry store and
explains to a first-time customer why
spending more on a real diamond is
worth the price since it will be a lifetime
investment.
scenario four: As Jill straightens up the racks within
her department store, she smiles at
customers who are perusing the aisles.
scenario five: Tiffany was promoted to sales lead
and is now responsible for doing a
demo for a new carpet cleaning product
at a large furniture store.
scenario one: Active listening
scenario two: Patience and empathy
scenario three: Persuasion
scenario four: Customer service
scenario five: Presentation skills