Customer Service NRF-Chapter 2 questions and Answers Latest Update Fully Solved 100%
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Course
Customer Service NRF-Chapter 2
Institution
Customer Service NRF-Chapter 2
problems - You know when you have all the information you need to successfully sell the products
in your store when you can Solve routine ______.
Benefits - Advantages or rewards of product features
Customer Service - The acting of taking care of the customer's needs by providing and delivering
...
Customer Service NRF-Chapter 2
problems - You know when you have all the information you need to successfully sell the products
in your store when you can Solve routine ______.
Benefits - Advantages or rewards of product features
Customer Service - 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 - Those things that are physical in nature
Color, size
Appeal to the senses
Touch, taste, smell, sight and hearin
Open Ended Questions - Questions that can not be answered with a yes or no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
Personal Needs - Involve the customers need to be treated with respect feel valued, understood
and involved in decisions that affect them
Practical Needs - Those needs that motivated customers come to you to in the first place:
a. To solve a problem
, b. To get a service
c. To get a product
Value - More than just price
Value is a measure of total benefit
Customer Service Values -
Critical thinking - Customer service is Problem solving, Decision making &
Skill - 2. It is NOT a
Active Listening - A structured form of listening and responding that focuses attention on the
speaker.
The listener must pay attention to the speaker
Repeat in own words what he/she thinks the speaker said
Customer - Great customer service occurs when you: Consistently give the ___________ more
than they are expecting
experience - Great customer service occurs when you: Deliver an __________ they will want to
share with others
trainings - As a retail employee, you are responsible for Attending _________offered
Closed Ended Question - Questions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
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