Exam (elaborations)
NRF Customer Service Study Guide Part 2: Questions & Answers
- Course
- NRF Customer Service
- Institution
- NRF Customer Service
NRF Customer Service Study Guide Part 2: Questions & Answers
[Show more]
Content preview
NRF Customer Service Study GuidePart 2: Questions & Answers
Keeping records about customer preferences:
• Can help you provide more personalized service to returning customers
• Will make customers suspicious of your ability to remember details
• Requires an expensive computer system ✔️Ans -• Can help you provide
more personalized service to returning customers
Referring a customer to a competitor will likely result in:
• The customer seeking you out for future needs
• The customer never returning to your store
• A lost sales opportunity for you
• None of the above ✔️Ans -None of the above
Which of the following steps will help you keep commitments to customers?
• Promising customers you will find the items they request
• Calling customers back only when you can find the requested item or
information
• Immediately stopping whatever you're doing to take care of phone customer
requests
• Calling customers back in a timely manner ✔️Ans -Calling customers back
in a timely manner
Three ways to create a positive impression of you an the store include:
Complimenting the customer's taste; assuring the customer that he is the
expert; and:
• Stating that the products in your store are far better than those in other
stores
• Suggesting that he buy "top of the line" products
• Indicating that based on your professional product knowledge, you feel his
purchases are worthwhile ✔️Ans -Indicating that based on your
professional product knowledge, you feel his purchases are worthwhile
, If your company does not have a manual that describes all the major product
warranties, you should:
• Decide on a general, neutral comment you can make if customers ask you
about a warranty
• Avoid talking about warranties with your customers
• Create your own by making copies of the various product warranties and
related information ✔️Ans -Create your own by making copies of the
various product warranties and related information
A new customer comes into your department, but you are helping another
customer. You should:
• Focus all your attention on your current customer
• Let the new customer wait his turn until you have completed your current
sale
• Acknowledge the new customer's presence with eye contact and/or a brief
comment that you'll be right with him
• Help the customer who looks like he will spend the most money ✔️Ans -
Acknowledge the new customer's presence with eye contact and/or a brief
comment that you'll be right with him
Projecting a professional and friendly image includes:
• Behaving in an alert and courteous manner
• Dressing in expensive, professional looking clothing
• Standing behind your cash register and waiting for the customer to come to
you
• Shaking the hand of each customer ✔️Ans -Behaving in an alert and
courteous manner
You should acknowledge customers with disabilities by making eye contact,
smiling, and extending a greeting.
True or False ✔️Ans -True
When customers request any of the service "extras" your store offers:
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 LeCrae. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for CA$16.10. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
78677 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now