NRF Customer Service Study Guide

NRF Customer Service Study Guide Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above - ✔✔All of the above If the customer isn't shopping alone, you can in ...

NRF Customer Service Study Guide Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above - ✔✔All of the above 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 • Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate • Telling any children to behave themselves while their parent makes this important decision - ✔✔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: • Call over to your sales associates and tell then you have a disabled person to work with, would they please take care of the other customers? • Ask the customer how he would like to communicate • Speak as loudly as you can. speak clearly, and stand very close to his ear while you talk - ✔✔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: • Telling the customer everything you know about your products • Asking the customer thoughtful questions • Deciding the type of products you think the customer should buy - ✔✔Asking the customer thoughtful questions If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached. True or False - ✔✔True Small kindnesses to your customers may include: • 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 • All of the above - ✔✔All of the above Which of the following phrases might be appropriate when discussing clothing size with your customer? • Have you worn this brand before? What size was most comfortable for you? • You look to be about a siz XX. • You wear a bigger size on the bottom than on the top. • How big are you? - ✔✔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 • All of the above - ✔✔All of the above To speed up the customer service process, you should interact more with the accompanying ablebodied person than with the shopper with disabilities. True or False - ✔✔False You should make sure that, in your absence, other sales associates do not have access to information about your special orders. True or False - ✔✔False If you do not have business cards, you can help the customer remember you by: • Asking the customer for something on which to write your name and number • Writing "thank you" on the sales receipt and signing your name • Telling the customer how many sales awards you have won • Using your own name often in the conversation - ✔✔Writing "thank you" on the sales receipt and signing your name One of the most important skills in being a personal shopper is to: • Always guess correctly at what the customer wants • Listen carefully for clues about the customer's preferences • Convince customers to follow your advice - ✔✔Listen carefully for clues about the customer's preferences Your ultimate goal as a sales associate is to: • Satisfy the customer • Provide service to as many customers as you can • Meet your quota each month - ✔✔Satisfy the customer As a sales associate, your goal is to: • Decide who's right or wrong • Keep the returns to a minimum • Keep the customer coming back - ✔✔Keep the customer coming back Even if your company's return policy restricts what you can do for the customer, you should: • Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it • Do what the customer asks; management will have to support your decision • Consider alternatives, such as offering a discount coupon or a free sample - ✔✔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 will spend more time maintaining your records than you do actually serving customers • It should be accessible to anyone who wants to read it • You should constantly refer to it and update it with new information - ✔✔You should constantly refer to it and update it with new information As a sales associate, you can influence a shopper's decision to return to your store by making shopping a more enjoyable experience. True or False - ✔✔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 • Move your in-store customer over by the phone and help both customers at the same time • Tell your in-store customer that you need to get the phone and she should look around for awhile - ✔✔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: • Tell him he is being abusive and call security • Refund his money immediately • Contact your manager - ✔✔Contact your manager When customers enlist you as their personal shopper, they probably should expect: • To save time and effort looking for items themselves • Several discounts • You to be available at all times - ✔✔To save time and effort looking for items themselves The warranty is an excellent tool for you to use to: • Prove that your company has the best price. • Explain your company's return policy. • Reassure the customer about a product's quality. • All of the above - ✔✔Reassure the customer about a product's quality. In your client record system, you should record: • Customer purchases • Customer interests • Follow-up activities • All of the above - ✔✔All of the above 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 or False - ✔✔True The best way to create customer loyalty is to listen carefully, respond to the customer's needs, and give good information. True or False - ✔✔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) • Not risk disappointing a customer by telling him when you cannot make an exception • 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 • A and C - ✔✔B The customer's return policy should always be clearly displayed in writing. True or False - ✔✔True It is appropriate to call the competition to make sure they carry the item the customer is looking for. True or False - ✔✔True Which of the following might be acceptable techniques for directing a customer to the Customer Service department? A). "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you. but I can't leave this area unattended at the moment." B). "You'll have to take this to Customer Service; I can't help you here." C). "Someone in Customer Service can help you with that; I'll show you the way." - ✔✔A and C You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child. True or False - ✔✔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 • Send a handwritten note thanking the customer for his business • Call the customer to make sure he is satisfied with his purchase • Give the customer your business card and encourage him to return to the store • Remember the customer's name and use it when he comes in again - ✔✔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 the products you sell • Learning more about customer needs and interests • Getting to know people in other departments • All of the above - ✔✔All of the above If your company does not supply business cards, you should: • Tell the customer that the company is too cheap to give you business cards • Tell customers that they can find the store number in the phone directory • Check to make sure creating your own will not violate company policy • Tell customers your name and phone number and offer them a pen to write it down - ✔✔Check to make sure creating your own will not violate company policy Once you have sent the product out for repair or ordered a replacement, your work is finished. True or False - ✔✔False You should explain all warranty conditions to your customer at the time of purchase. True or False - ✔✔True Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates. True or False - ✔✔False