Title:

Enabling Objectives Matrix: Understanding open ended questions and

demonstrating product knowledge to meet client needs.
Terminal Objective:
The sales associate will learn the strategies and techniques for connecting and
communicating with clients- Cognitive
Pre-instructional Strategy:
The instructor will provide learners with an overview by posing a problem. The
problem is: the sales associates cannot make effective sales because they are not
taking the right approach towards the client. The instructor will then explain that
asking the right questions, showing knowledge of the merchandise, and by learning
about the client can help solve the presented problem. Instructor will provide
examples of each.
Enabling
Objective

The sales
associate will
be able to
incorporate
effective openended
question
strategies in
order to learn
more about
the client and
their unique
needs, goals.

Level on
Blooms
Taxonomy*

Cognitive:
Comprehensio
n:
The sales
associate will
have to grasp
and
understand the
meaning of an
open ended
question.
Application:
the sales
associate will
apply open
ended
questions to
situational

Fact,
concept,
principle,
rule,
procedure,
interpersonal
, or attitude?
Procedure:
The sales
associate will
ask a series of
questions to
learn more
about the
client. They
will start with a
simple hi, how
are you and go
beyond to
determine
more
information.

Learner
Activity

Delivery
Method

(What would
learners do to
master this
objective?)

(Group
presentation/le
cture, selfpaced, or small
group)

Sales
associate will
participate in
a role-playing
situation
where one is a
client and the
other is the
associate.
They will take
turns and
demonstrate
the ability to
ask open
ended
questions.
They will have
to write down
what they

Small group.
(Role playing
partner activity
where they take
turns being the
associate and
the client,
asking and
answering
questions).

experiences
with clients.

By using
relevant
fashion
terminology,
the sales
associate will
be able to gain
client
confidence by
demonstrating
product
knowledge and
expertise, to
showcase
merchandise
that interests
the client.

Based on the
open ended
dialogue, the
sales associate
will familiarize
themselves
with the clients
overall

Affective:
Receive
phenomenasales associate
listens to client
needs and
remembers
information
Cognitive:
Comprehensi
on:
The sales
associate will
be able to
explain and
share
information
regarding new
products,
materials, etc.
Affective:
Responds to
phenomena:
sales associate
discusses and
presents new
store products
and sales
pieces.

Cognitive:
Analyzing:
The sales
associate will
demonstrate
the ability to
analyze the

determined
the client
needs based
on the
dialogue and
discuss if they
accurately
determined
those needs.

Concept:
The sales
associate will
understand
merchandise
and be able to
group them
based on
similar
characteristics
to
communicate
and present
the info to the
client (i.e. wool
sweaters,
tweed suit
jackets,
cashmere
collection, etc)

Interpersonal
:
The sales
associate will
have to
demonstrate
the ability to

To
demonstrate
product
knowledge,
the learner
could make a
short
presentation,
highlighting
store products
and the key
facts one
should know
about each
product or
collection line.
They could
also take a
short quiz in
which they
have to define
key
characteristics
of each
product.
Sales
associates will
have to talk to
clients,
observe their
behavior, and
brainstorm

Individual
Activity:
student to
prepare
presentation or
quiz.

Group
Activity:
The learners
will have to
share ideas,
strategies, and
examples in a

lifestyle,
shopping
goals, wants,
or needs.

open ended
dialogue to
make
appropriate
assumptions
regarding the
clients needs
and goals.
They will be
able to relate
customer
needs to store
offerings and
explain why or
how they
relate based
on what they
determined
about the
clients
lifestyle,
shopping
goals, etc.

understand
verbal and non
verbal
communicatio
n. They show
ability to ask
the right
questions and
read client
body language
when they
share info re:
merchandise.
Based on the
interpersonal
interaction
they can
determine
what the client
is most
interested in.

what store
merchandise
would be
relevant to
their shopping
goals, wants
or needs.
They will
explain why
they thought
it was
relevant
based on
what was
observed.

group.