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