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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
Summarize how the product solves the guest's needs
D
All answers shown are correct
2) The purpose of the Solve Phase is to
A
Find the best deal for the guest
B
Figure out what is wrong with the guest's current mattress so you can solve his/her problem
C
Sell the guest a mattress
D
Find a product that solves the needs of the guest for comfort and price
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
give an incentive to overcome the objection
C
All the answers shown are correct
D
Show a different mattress that better meets the needs of the guest if comfort is the true objection
5) We can move on in the Solve Phase process once we've determine we have a true objection to
A
giving the guest a business card
B
repeating back the true objection to confirm understanding and that we've heard the guest correctly
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
Repeat the new objection back to the guest to confirm understanding
B
empathize with the guest
C
Give the guest an incentive to buy now anyways
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
overcome the objection
D
as a hypothetical question to remove the objection from the picture hypothetically
9) When presented with an objection to our close, what should we always assume?
A
The objection is merely a request for more information and may not even be a true objection
B
The objection is not a true objection
C
We have a price objection
D
All answers shown are correct
10) What is the first step of the Solve Phase in the FirmFive Buying Process?
A
After a guest finds a product he/she likes, show a couple similar product to give the guest options
B
Narrow down the selection to one product and ask the guest to buy
C
connect the needs/wants of the guest to a particular product
D
Ask the customer to buy
*select an answer for all questions
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