N2CPCS9-1
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Question 1 of 5
It is important to keep up to date with product knowledge because you will be able to
Go on a training course
Answer customers’ questions
Write organisation procedures
Increase your salary
Customers’ needs can be identified by:
Promoting additional products
Exceeding customer expectations
Giving a positive impression
Using questioning techniques
AIDA is an acronym for:
Attention, Information, Desire, Action
Attention, Interest, Desire, Action
Attention, Interest, Description, Action
Attention, Interest, Desire, Active listening
Cross selling is about selling a:
Related item
Different package
Special promotion
More expensive item
The best time to promote additional products/services is when the customer has:
Asked for a reduction in price
Not made a decision about buying
Asked questions about the product/service
Decided to buy the product/service
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