NRF Customer Service 100; Questions with Complete Solutions
4 views 0 purchase
Course
NRF
Institution
NRF
NRF Customer Service 100; Questions with
Complete Solutions
When balancing service between phone customers and those you may already
be helping in the
store, you should:
• a) Excuse yourself courteously from your in-store customer saying that you'll
be right back and
answer the phone
...
NRF Customer Service 100; Questions with
Complete Solutions
When balancing service between phone customers and those you may already
be helping in the
store, you should:
• a) Excuse yourself courteously from your in-store customer saying that you'll
be right back and
answer the phone
• b) Move your in-store customer over by the phone and help both customers at
the same time
• c) Tell your in-store customer that you need to get the phone and she should
look around for
awhile ✔✔a) 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:
• a) Tell him he is being abusive and call security
• b) Refund his money immediately
, NRF Customer Service 100; Questions with
Complete Solutions
• c) Contact your manager ✔✔c) Contact your manager
When customers enlist you as their personal shopper, they probably should
expect:
• a) To steer customers towards slow-moving merchandise
• b) to decrease returns
• c) to answer questions and satisfy customer needs ✔✔a) To answer questions
and satisfy
customer needs
The warranty is an excellent tool for you to use to:
• a) Prove that your company has the best price.
• b) Explain your company's return policy.
• c) Reassure the customer about a product's quality.
• d) All of the above ✔✔c) Reassure the customer about a product's quality.
In your client record system, you should record:
• a) Customer purchases
, NRF Customer Service 100; Questions with
Complete Solutions
• b) Customer interests
• c) Follow-up activities
• d) All of the above ✔✔d) All of the above
Which is the BEST way to communicate the benefits of a product?
a) Compare the product to a competitor`s product
b) Refer the customer to the product label
c) Share personal experience about using the product
d)Ask the store manager to demonstrate the product ✔✔c) Share personal
experience about the
product
To become familiar with products, you should:
• a) Read labels, spend time with other sells associate and ask questions
• b) Ask the customer to read the manual
• c) Attend company trainings
• d) A and C ✔✔d) A and C
, NRF Customer Service 100; Questions with
Complete Solutions
One of the best ways to turn the customer into a loyal customer is to treat the
customer with high
quality customer service.
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
Which of the following items would NOT be an appropriate finishing touch to
your service?
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller TheeGrades. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $15.49. You're not tied to anything after your purchase.
