Be an Authority – (GEM)
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8 Questions
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- Question 1 of 8
1. Question
When is it ok to let a guest tan twice in one day?
CorrectThat’s right! Abide by the guidelines about time required between tanning sessions.
IncorrectNot quite. There must be appropriate time between sessions.
- Question 2 of 8
2. Question
Of the Seven Steps in the Sales Process, what are Steps 5, 6 and 7?
CorrectThat’s right! Overcome objections, Close the sale, and Follow up are the last three of the Seven Steps in the Sales Process.
IncorrectThat’s not quite right. The last three steps in the Sales Process are Overcome objections, Close the sale, and Follow up.
- Question 3 of 8
3. Question
Which of the following is NOT an action-oriented phrase?
CorrectGood job! “I’ll call you later” is a phrase that does not help the guest feel as though you’re taking action to solve their problem.
IncorrectNo, that’s not quite it. “I’ll call you later” is a phrase that does not help the guest feel as though you’re taking action to solve their problem.
- Question 4 of 8
4. Question
True or false: If a guest perceives their skin will not get any darker, they do not recognize the existence of their tanning plateau.
CorrectThat’s right. But regardless of what the guest perceives, we must abide by policy.
IncorrectActually, it is perception. But regardless of what the guest perceives, we must abide by policy.
- Question 5 of 8
5. Question
Which approach is better?
CorrectYes! This is key to fostering guest loyalty.
IncorrectThat’s not it. Finding the “yes” in the “no” is essential to building good guest relationships and fostering loyalty.
- Question 6 of 8
6. Question
What should you do when price is an objection?
CorrectThat’s right! Remain confident and offer the guest more value for their time and money.
IncorrectNot quite. Remain confident. Offer the guest more value for their time and money.
- Question 7 of 8
7. Question
To soothe an irate guest, which procedure is recommended?
CorrectThat’s right! The recommended procedure is to listen without interruption, show empathy, guide the conversation with open-ended questions, write down essential information, thank the guest for the complaint, and stay with the guest.
IncorrectThat’s not quite right. The recommended procedure is to listen without interruption, show empathy, guide the conversation with open-ended questions, write down essential information, thank the guest for the complaint, and stay with the guest.
- Question 8 of 8
8. Question
Which of the following is an example of offering the guest an “alternate of choice” of membership programs?
CorrectGood job! When closing a sale, always give the guest an alternate of choice between items.
IncorrectNo, that’s not quite it. When closing a sale, always give the guest an alternate of choice between items.
