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