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NRF Customer Service and Sales - Chapter 4 Performing Your Best questions and Answers Latest Update Fully Solved 100% $7.99   Add to cart

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NRF Customer Service and Sales - Chapter 4 Performing Your Best questions and Answers Latest Update Fully Solved 100%

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effective communication - requires you to meet them where they are, rather than where you'd like the conversation to be. Service Recovery - an action the retailer provides to address a service failure. The Four-step Service Recovery Process - 1. Keep your composure, 2. Apologize and thank the c...

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  • August 10, 2024
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  • 2024/2025
  • Exam (elaborations)
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  • NRF Customer Service and Sales - Chapter 4 Perform
  • NRF Customer Service and Sales - Chapter 4 Perform
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ACADEMICMATERIALS
NRF Customer Service and Sales -
Chapter 4 Performing Your Best
effective communication - requires you to meet them where they are, rather than where you'd
like the conversation to be.



Service Recovery - an action the retailer provides to address a service failure.



The Four-step Service Recovery Process - 1. Keep your composure, 2. Apologize and thank the
customer, 3. Listen carefully and investigate the situation, 4. Propose solution options



8% - Amount of retail sales resulting in a return or exchange.



clientele - The collective group of customers that are served by that retailer.



referral - the term for when a person recommends a store or salesperson based on their positive
experiences.



employability attributes - skills that employers look for in potential employees



skill - the ability to do something well



attitude - a way of thinking or feeling about something that is usually reflected in behavior



integrity - being honest and accountable



Initiative - Doing your best work



dependability and reliability - displaying responsible behaviors at work

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