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FirmFive: Phase IV. Solve
Test Description: This game is design to help associates master the Solve Phase of the FirmFive Buying Process.
Instructions: Answer all questions to get your test result.
1) What are some moments of truth for the Solve Phase of the FirmFive Buying Process?
A
Minimize you closing script
B
Treat all guests as is they have the same buying ability
C
All answers shown are correct
D
Summarize how the product solves the guest's needs
2) The purpose of the Solve Phase is to
A
Find the best deal for the guest
B
Sell the guest a mattress
C
Find a product that solves the needs of the guest for comfort and price
D
Figure out what is wrong with the guest's current mattress so you can solve his/her problem
3) If the guest has indeed chosen his/her product but wants to wait to buy, you should
A
create urgency by providing a unique reason or incentive to buy today
B
Give the guest a business card and ask them to come back to you when ready to buy
C
provide reasons for why a guest should not buy at another retailer due to their lack of service of bad products
D
use our happiness guarantee to close, saying the guest can always return the mattress for a full refund
4) Once we have a true objection and have confirmed understanding and empathized with the guest we should
A
All the answers shown are correct
B
Show a different mattress that better meets the needs of the guest if comfort is the true objection
C
provide a Mattress Firm advantage to overcome the objection
D
give an incentive to overcome the objection
5) We can move on in the Solve Phase process once we've determine we have a true objection to
A
repeating back the true objection to confirm understanding and that we've heard the guest correctly
B
giving the guest a business card
C
overcoming the objection
D
empathizing with the guest
6) What do we do when the guest says no to our hypothetical question and gives us a new objection?
A
Give the guest an incentive to buy now anyways
B
empathize with the guest
C
Repeat the new objection back to the guest to confirm understanding
D
overcome the new objection
7) When do we know we have a true objection?
A
When the guest gives us the same objection twice
B
When the guest answers yes to our hypothetical question
C
When the guest says the price is too high
D
When the guest leaves without buying
8) What is the first step we take when presented with an objection
A
anticipate the objection and empathize with the guest
B
repeat the objection back to the guest to confirm understanding
C
as a hypothetical question to remove the objection from the picture hypothetically
D
overcome the objection
9) When presented with an objection to our close, what should we always assume?
A
All answers shown are correct
B
The objection is not a true objection
C
We have a price objection
D
The objection is merely a request for more information and may not even be a true objection
10) What is the first step of the Solve Phase in the FirmFive Buying Process?
A
Narrow down the selection to one product and ask the guest to buy
B
After a guest finds a product he/she likes, show a couple similar product to give the guest options
C
Ask the customer to buy
D
connect the needs/wants of the guest to a particular product
*select an answer for all questions
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