Exam (elaborations)
NRF Customer Service Study Guide Part 3: Q&A
NRF Customer Service Study Guide Part 3: Q&A
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NRF Customer Service Study Guide Part 3: Q&ACreating 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 able-bodied 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
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