NRF Customer Service Study Guide part 2 Latest 2023 Rated A+

NRF Customer Service Study Guide part 2 Latest 2023 Rated A+ Keeping records about customer preferences: • Can help you provide more personalized service to returning customers • Will make customers suspicious of you ...

NRF Customer Service Study Guide part 2 Latest 2023 Rated A+ 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 When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuse yourself if another customer comes in." True or False ✔✔False Which of the following steps will help you keep commitments to customers? • Promising customers you will find the items they request • Calling customers back only when you can find the requested item or information • Immediately stopping whatever you're doing to take care of phone customer requests • Calling customers back in a timely manner ✔✔Calling customers back in a timely manner Three ways to create a positive impression of you an the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and: • Stating that the products in your store are far better than those in other stores • Suggesting that he buy "top of the line" products • Indicating that based on your professional product knowledge, you feel his purchases are worthwhile ✔✔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: • Decide on a general, neutral comment you can make if customers ask you about a warranty • Avoid talking about warranties with your customers • Create your own by making copies of the various product warranties and related information ✔✔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: • Focus all your attention on your current customer • Let the new customer wait his turn until you have completed your current sale • Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him • Help the customer who looks like he will spend the most money ✔✔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 • Dressing in expensive, professional looking clothing • Standing behind your cash register and waiting for the customer to come to you • Shaking the hand of each customer ✔✔Behaving in an alert and courteous manner You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting. True or False ✔✔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 • Tell them they'll have to contact Customer Service for further information • Tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time ✔✔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? • Is this all for you today? • Do you like blue or brown? • What features are important to you? Can I help you? ✔✔What features are important to you? Personal shopping services may be appropriate for which of the following customers? A). A shopper who says she just wants to browse B). A shopper who asks you to help select gift items for the holidays C). A customer who is in a hurry and does not have time to look for specific items ✔✔B). and C). According to market research, what percentage of customers are likely to spend more if the sales associate is helpful? • 25% • 32% • 45% ✔✔45% When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested. True or False ✔✔True When your customer asks you to make an exception to the company policy regarding warranties, you should probably: • Make the exception, but only if the customer promises to make additional purchases • Check with your immediate supervisor or manager • Tell him you do not make exceptions ✔✔Check with your immediate supervisor or manager 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 or False ✔✔True If you find yourself having to resolve a very difficult issue, you may want to: • Get help from a more senior employee • Ask the customer to come back another time • Tell the customer that he is being unreasonable ✔✔Get help from a more senior employee Acting as a personal shopper: • Can add interest and challenge to your job • Should be avoided since it takes you away from other customers • Does not require any special skills or talents ✔✔Can add interest and challenge to your job The company's return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale. True or False ✔✔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 • All of the above ✔✔All of the above To assist your customers in a personal way, you should become familiar with: • Resources in and near your store • Their relatives, special friends, and loved ones • Entertainment centers and movie theaters in the district ✔✔Resources in and near your store When using the T.H.A.N.K.S. method, "S" stands for "Solve the problem, or find someone who can." True or False ✔✔True Your manager should warn you in advance if you will be giving service to a customer with significant disabilities. True or False ✔✔False 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. True or False ✔✔False 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. . . • Is that the only brand you were interested in? • Is ther anything else you were looking for? • We don't recommend that item. May I show you a better product? • All of the above ✔✔We don't carry that specific brand, but may I suggest. . . When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not. True or False ✔✔True 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 or False ✔✔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 • All of the above ✔✔All of the above Customer complaints should be welcomed because they provide an opportunity to: • Do something different for a change • Get customers back to the store so they'll buy more • Learn about problems so improvements can be made • Learn who the potential "problem customers" are ✔✔Learn about problems so improvements can be made You should match your store services with customers who will appreciate them by paying attention to each customer's unique needs and interests. True or False ✔✔True When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: • An excuse for the product's failure • A cup of coffee • Service with a smile ✔✔Service with a smile The best way to talk to a new customer is to: • Flatter her--tell her she has taste and looks great • Interacct as if you are old friends • Convince her that you know what is best for her to buy • Match what you say and your tone of voice to her personality ✔✔Match what you say and your tone of voice to her personality It's a good idea to offer customers several of your business cards and ask them to hand them out to their friends. True or False ✔✔False When fitting the products to the customer, you should: • Ask questions that will help her define the right fit • Correct her if she tells you the wrong size ✔✔Ask questions that will help her define the right fit