NRF Customer Service Exam with complete solutions

Benefits - Answer- Advantages or rewards of product features Closed Ended Question - Answer- Questions that evoke one-word answers May I help you? NO Closed ended questions begin with: Do? Will? Can? Customer Service - Answer- The acting of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the customer's requirements are met. Features - Answer- Those things that are physical in nature Color, size Appeal to the senses Touch, taste, smell, sight and sound Open Ended Questions - Answer- Questions that can not be answered with a yes or no Questions that begin with the words: Who? What? When? How? Why? Politely excuse yourself and answer the phone - Answer- When you are busy helping a customer and the telephone rings, what should you do? Formal Greeting - Answer- "Good afternoon, ma'am," is an example of what type of greeting? Who, What, When, Where, Why, How - Answer- Open-ended questions begin with what common words? Personal need - Answer- involve the customer's need to be treated with respect Practical Need - Answer- those needs that motivated the customer to come to you in the first place. verbal cues - Answer- Speaking, tone of voice, How can I help you? nonverbal cues - Answer- Body language, facial expression keep your composure - Answer- step 1 to the grievance process apologize and thank the customer - Answer- step 2 to the grievance process listen carefully and investigate the situation - Answer- step 3 to the grievance process propose solution option - Answer- step 4 to the grievance process What is one of the best ways to explain features and benefits to a customer? - Answer- demonstrate the product When service is poor, what percent of retail customers refuse to go back to a store? - Answer- 90% What is the equation that shows why customers are important to you as an employee? - Answer- customers=revenue=wages=employees How soon upon a customer's entrance into the store should an associate greet the customer? - Answer- 30 seconds