NRF Customer Service Study Guide Part 1 Latest 2023 Already Passed

NRF Customer Service Study Guide Part 1 Latest 2023 Already Passed A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know ab ...

NRF Customer Service Study Guide Part 1 Latest 2023 Already Passed A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants ✔✔Get to know what the customer wants Which of the following are appropriate reasons for following up with a customer? • You are curious whether a gift your customer purchased was well received • You finally located an item the customer asked for a while back • You want to know why a customer did not make it in for a special sale • You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now ✔✔You finally located an item the customer asked for a while back Customer follow-up is always a good idea, no matter what the situation. True or False ✔✔False How would you handle a situation where a customer wants a brand that you don't carry? • Convince him that your brands are better • Get permission from him to show the items you do have that meet his needs • Tell him that he won't find anything better than what you have • Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway • Tell him you don't carry that brand then excuse yourself to serve someone else ✔✔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 • If she stops at your store on a regular basis • Who is at fault in the situation ✔✔How she would like the situation solved Showing respect for a customer's business card means you should: • Put it in your purse or wallet for safe keeping • Make some comment to indicate you have read it • Never write on it ✔✔Make some comment to indicate you have read it 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 or false ✔✔True You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. True or False ✔✔True When acting as a personal shopper, you should: • Choose a wide selection of items from which the customer can choose • Ignore the customer's bad taste and choose the items that you think she should wear • Select only items that fit her interest ✔✔Select only items that fit her interest To keep the lines of communication open, the best question to ask: • Are the ones that are able to direct the customer to a decision • Are the ones that can be quickly answered with a "yes" or a "no" • Are structured to save the customer's time • Begin with who, what, where, when, how, or why ✔✔Begin with who, what, where, when, how, or why You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences. True or False ✔✔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: • Find your sales book and get it ready for your next sale • Make sure your clothes are neat and you look professional • Tidy up the product display before showing it to the customer • Greet the customer and make him feel welcome ✔✔Greet the customer and make him feel welcome Most customers respond favorably to the hard sell technique because it shows them your belief in the product. True or False ✔✔False Which of the following are good reasons to ask customers for their business cards? • So you can build up your client records with names of potential customers • So you can claim these customers as your own and keep co-workers from making sales to them • To learn more about them so you can suggest items that you think they can afford • When customers show interest in an upcoming event and you offer to remind them ✔✔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 • Encourages customers to return items more frequently • Limits the profit on some items ✔✔Shows a professionalism that builds customer loyalty When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time. True or False ✔✔True 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 or False ✔✔True Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future. True or False ✔✔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 • Just wants to look at the item and has no interest in buying ✔✔Knows what he wants and would probably appreciate quick, efficient service As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties. True or False ✔✔True When using the T.H.A.N.K.S. method, "K" stands for: • "Keep asking what the customer wants, even when the solution is obvious to you" • "Know when to give in to the customer's demands" • "Know a solution if the customer does not suggest one" • "Keep the customer from asking for a refund" ✔✔"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 • Inform him of the drawbacks of the product he is seeking • Convince the customer he doesn't need it anyway • Immediately refer him to a competitor ✔✔Suggest alternatives that your store does carry When working with customers with disabilities be sure to take your time, be patient, and: • When you can, make decisions for the customer • Let the customer help you understand his needs • Speak loudly, using a lot of hand gestures ✔✔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 • Sales associates who look snazzy and take turns helping customers • Free coffee and doughnuts, and a clean restroom ✔✔• An enjoyable atmosphere and super service When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention." True or False ✔✔True 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: • If the customer really liked the deal you gave im • If the customer has any friends that might like the item • That the delivery people were courteous and careful ✔✔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 • All of the above ✔✔All of the above 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 • All of the above ✔✔All of the above You should go out of your way to make customers with disabilities feel like they don't have to do anything. True or False ✔✔False When customers return merchandise, you should: • Treat them with the same respect you would if they were making a purchase • Not worry about how you treat them, because you don't want them to come back again • Make sure they have a good reason for doing so ✔✔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 and may be difficult to perceive? • One-third • Two-thirds • One-fourth ✔✔Two-thirds Keeping records about customer preferences: • Can help you provide more personalized service to returning customers • Will make customers suspicious of your ability to remember details • Requires an expensive computer system ✔✔• 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 • The customer never returning to your store • A lost sales opportunity for you • None of the above ✔✔None of the above