NRF Customer Service Exam Study Guide

NRF Customer Service Exam Study Guide A good reason for creating an opening for discussion is to: - ✔✔Get to know what the customer wants Which is an appropriate reasons for following up with a customer? - ✔✔You final ...

NRF Customer Service Exam Study Guide A good reason for creating an opening for discussion is to: - ✔✔Get to know what the customer wants Which is an appropriate reasons for following up with a customer? - ✔✔You finally located an item the customer asked for a while back T/F: Customer follow-up is always a good idea, no matter what the situation. - ✔✔False How would you handle a situation where a customer wants a brand that you don't carry? - ✔✔Get permission from him to show the items you do have that meet his needs When the customer presents you with a problem, you should ask her: - ✔✔How she would like the situation solved Showing respect for a customer's business card means you should: - ✔✔Make some comment to indicate you have read it T/F: If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor. - ✔✔True T/F: You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. - ✔✔True When acting as a personal shopper, you should: - ✔✔Select only items that fit her interest To keep the lines of communication open, the best question to ask: - ✔✔Begin with who, what, where, when, how, or why T/F: You should record basic information that allows you to stay in touch with customers & specific information that reminds you of their purchases and preferences. - ✔✔True It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should: - ✔✔Greet the customer and make him feel welcome T/F: Most customers respond favorably to the hard sell technique because it shows them your belief in the product. - ✔✔False What is a good reason to ask customers for their business cards? - ✔✔When customers show interest in an upcoming event and you offer to remind them Showing the customer that you and your store stand behind the products and services you sell: - ✔✔Shows a professionalism that builds customer loyalty T/F: When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time. - ✔✔True T/F: You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience. - ✔✔True T/F: Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future. - ✔✔True If a customer walks directly to an item, this may indicate that he: - ✔✔Knows what he wants and would probably appreciate quick, efficient service T/F: As a sales associate, you can help build trust by making sure customers understand & benefit from the product warranties. - ✔✔True When using the T.H.A.N.K.S. method, "K" stands for: - ✔✔"Know a solution if the customer does not suggest one" If your store does not offer the particular product of service the customer is looking for, your first option should always be to: - ✔✔Suggest alternatives that your store does carry When working with customers with disabilities be sure to take your time, be patient, and: - ✔✔Let the customer help you understand his needs Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: - ✔✔• An enjoyable atmosphere and super service True or False: When using the T.H.A.N.K.S. method, "T" stands for - ✔✔"Thank the customer for bringing the problem to your attention" If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and: - ✔✔That the delivery people were courteous and careful In preparing a resource list for your customers, you should consider including: - ✔✔• Local companies that have complementary services to the products you sell • Phone numbers that customers have requested in the past, such as a taxi service • Information about companies you recommend, such as repair shops T/F: You should go out of your way to make customers with disabilities feel like they don't have to do anything. - ✔✔False Turn your phone interaction into a loyal customer by: - ✔✔• Letting the customer know about sales events • Mentioning services he may not be aware of • Offering to ship items directly to the customer When customers return merchandise, you should: - ✔✔Treat them with the same respect you would if they were making a purchase What portion of the general population may have disabilities which are not obvious & may be difficult to perceive? - ✔✔Two-thirds Keeping records about customer preferences: - ✔✔• Can help you provide more personalized service to returning customers Referring a customer to a competitor will likely result in: - ✔✔The customer seeking you out for future needs T/F: When using the T.H.A.N.K.S. method, "A" stands for: - ✔✔"Apologize for the inconvenience the customer has experienced" Which step will help you keep commitments to customers? - ✔✔Calling customers back in a timely manner Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that she is the expert; and: - ✔✔Indicating that based on your professional product knowledge, you feel his purchases are worthwhile If your company does not have a manual that describes all the major product warranties, you should: - ✔✔Create your own by making copies of the various product warranties and related information A new customer comes into your department, but you are helping another customer. You should: - ✔✔Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him Projecting a professional and friendly image includes: - ✔✔Behaving in an alert and courteous manner T/F: You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting. - ✔✔True When customers request any of the service "extras" your store offers: - ✔✔Make a note in your client record system so you can provide more personalized service when those customers return in the future Which of the following are examples of open-ended questions? - ✔✔What features are important to you? Personal shopping services may be appropriate for which of the following customers? - ✔✔a). A shopper who asks you to help select gift items for the holidays b). A customer who is in a hurry and does not have time to look for specific items According to market research, what percentage of customers are likely to spend more if the sales associate is helpful? - ✔✔45% T/F: When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested. - ✔✔True When your customer asks you to make an exception to the company policy regarding warranties, you should probably: - ✔✔Check with your immediate supervisor or manager T/F: As a customer service professional, the best way for you to remember your regular customers' interests is to keep a written record of the vital information. - ✔✔True If you find yourself having to resolve a very difficult issue, you may want to: - ✔✔Get help from a more senior employee Acting as a personal shopper: - ✔✔Can add interest and challenge to your job T/F: The company's return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale. - ✔✔False If you schedule a personal shopping appointment with a customer, it would be a good idea to: - ✔✔• Call and confirm the appointment the day before • Set aside some items you think the customer will be interested in • Keep your appointment book with you at all times so you don't double-book yourself To assist your customers in a personal way, you should become familiar with: - ✔✔Resources in and near your store T/F: Your manager should warn you in advance if you will be giving service to a customer with significant disabilities. - ✔✔False T/F: If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure you contact the customer on the first try. - ✔✔False T/F: When using the T.H.A.N.K.S. method, "S" stands for: - ✔✔"Solve the Problem or find someone who can" Which of the following are acceptable ways to ask a customer's permission to provide alternatives? - ✔✔We don't carry that specific brand, but may I suggest. . . T /F: When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not. - ✔✔True T/F: The customer has said, "No thank you" when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed. - ✔✔True Your business card or the sales receipt is a good place to make notes for a customer regarding: - ✔✔• Your work schedule so the customer can contact you in the future • The date a special order is due • An upcoming sale Customer complaints should be welcomed because they provide an opportunity to: - ✔✔Learn about problems so improvements can be made T/F: You should match your store services with customers who will appreciate them by paying attention to each customer's unique needs and interests. - ✔✔True When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: - ✔✔Service with a smile The best way to talk to a new customer is to: - ✔✔Match what you say and your tone of voice to her personality T/F: It's a good idea to offer customers several of your business cards and ask them to hand them out to their friends. - ✔✔False When fitting the products to the customer, you should: - ✔✔Ask questions that will help her define the right fit Creating customer loyalty is rewarding for: - ✔✔The store, The sales associate, The customer If the customer isn't shopping alone, you can include the rest of the party by: - ✔✔Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on Communication is important! When providing service to a person who is hearing impaired, you should: - ✔✔Ask the customer how he would like to communicate You can best determine the customer's needs by gathering information through careful observation and by: - ✔✔Asking the customer thoughtful questions T/F: If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached. - ✔✔True • Letting the customer make a local call to verify appropriateness or preference • Consolidating many small packages into one large shopping bag • Bringing merchandise to an older or disabled customer while he sits down • Telling a customer about a lounge where she may tend to her baby's needs - ✔✔small kindnesses to your customers may include: Which phrase might be appropriate when discussing clothing size with your customer? - ✔✔Have you worn this brand before? What size was most comfortable for you? When customers come to you with complaints, you need to: - ✔✔Listen carefully, Be patient, Get information T/F: To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities. - ✔✔False T/F: You should make sure that, in your absence, other sales associates do not have access to information about your special orders. - ✔✔False If you do not have business cards, you can help the customer remember you by: - ✔✔Writing "thank you" on the sales receipt and signing your name One of the most important skills in being a personal shopper is to: - ✔✔Listen carefully for clues about the customer's preferences Your ultimate goal as a sales associate is to: - ✔✔Satisfy the customer As a sales associate, your goal is to: - ✔✔Keep the customer coming back Even if your company's return policy restricts what you can do for the customer, you should: - ✔✔Consider alternatives, such as offering a discount coupon or a free sample Which of the following statements best describes why a client record system is called a "living" record? - ✔✔You should constantly refer to it and update it with new information T/F: As a sales associate, you can influence a shopper's decision to return to your store by making shopping a more enjoyable experience. - ✔✔True When balancing service between phone customers and those you may already be helping in the store, you should: - ✔✔Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone If a customer becomes abusive, you should probably: - ✔✔Contact your manager When customers enlist you as their personal shopper, they probably should expect: - ✔✔To save time and effort looking for items themselves The warranty is an excellent tool for you to use to: - ✔✔Reassure the customer about a product's quality. In your client record system, you should record: - ✔✔Customer purchases, Customer interests, Follow-up activities T/F: If a customer's business card includes a pager, e-mail address, or fax number, ask him how he would prefer to be contacted. - ✔✔True T/F: The best way to create customer loyalty is to listen carefully, respond to the customer's needs, and give good information. - ✔✔True To help build customer loyalty, you should: - ✔✔• Say what you'll do and be very clear on what you are promising; make notes so you will remember (your response)• Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices T/F: The customer's return policy should always be clearly displayed in writing. - ✔✔True T/F: It is appropriate to call the competition to make sure they carry the item the customer is looking for. - ✔✔True What might be acceptable techniques for directing a customer to the Customer Service department? - ✔✔B). "Someone in Customer Service can help you with that; I'll show you the way." T/F: You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child. - ✔✔True Which of the following items would NOT be an appropriate finishing touch to your service? - ✔✔Send a postcard thanking the customer for letting you help him select a gift for his wife By becoming an expert at special orders, you may benefit by: - ✔✔• Learning more about products you sell • Learning more about customer needs & interests • Get to know people in other departments If your company does not supply business cards, you should: - ✔✔Check to make sure creating your own will not violate company policy T/F: Once you have sent the product out for repair or ordered a replacement, your work is finished. - ✔✔False T/F: You should explain all warranty conditions to your customer at the time of purchase. - ✔✔True T/F: Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates. - ✔✔False