NRF RISE UP CUSTOMER SERVICE ACTUAL
/NEWEST 2024 WITH WELL SORTED
QUESTIONS AND ANSWERS /GRADED A+/BEST
FOR THAT GOOD GRADE
VERSION 1
A small-business owner explains to a sales associate that he needs a new
computer system to handle the growing business functions. The customer looks
at a few low-cost computers. After talking to the customer, the sales associate
sees that a more expensive computer would be better for the needs of the
businesses continued growth. Which is the BEST strategy for the associate to use
when providing this recommendation to the customer? - ANSWERS-Explain the
features and long-term benefits of the more expensive computer, and how it will
save money in the long-term and allow for future growth
You have arranged samples of a new line of baked goods. Customers are
complaining to you at the register that a child is touching all of the samples. You
don't see the child's parents anywhere. Which should you do? - ANSWERS-Ask
another associate for help in moving the samples out of the child's reach
Which is the BEST reason for a sales associate to know the store's promotions and
advertising? - ANSWERS-To answer customers' questions about price and location
of the sale items
,A wedding coordinator can't meet deadlines and has lost several potential clients.
Which of the following can the coordinator do to help prevent losing future
clients? - ANSWERS-Gather information about your competitors to identify ways
to increase your efficiency
A customer brings in a shoe with a broken strap. Which of the following questions
would be acceptable to determine how to assist the customer? - ANSWERS-What
can I do to make this right?
A customer service representative takes a call from an angry customer. The
customer said he was charged three times for an order. What should the
representative do? - ANSWERS-Listen, empathize (understand) and fix the
problem for the customer.
A customer purchased towels for their new apartment and is considering adding a
monogram (their initials) to the towels. The store policy states that if this is done,
the towels cannot be returned. The customer seems concerned that the color
might not be the exact color they need. What should the sales person say in order
to enforce the store's policy on returns. - ANSWERS-Say "please be aware the
store policy on returns of monogrammed/personalized items, and that they
cannot be returned.
Where is the BEST place to look for vendor- supplied information on a product? -
ANSWERS-The internet
What are the PRIMARY types of retail training for sales associates? - ANSWERS-
Product knowledge and company policies and procedures
,A customer placed a special order for floor tile and was told the order would be
ready in one week. Two weeks passed, and the customer called to check on their
order. What should you do? - ANSWERS-Apologize to the customer for the delay,
get their order information and follow up on the order for them
What is the BEST way to communicate the benefits of a product? - ANSWERS-
Share your personal experiences about using the product
A preferred customer is at the register collecting a gift from a mailed promotion
they received. The next customer in line wants a gift too and is getting angry.
Which should the sales associate do? - ANSWERS-Explain to the angry customer
the qualifications to become a preferred customer and how to receive the free
gifts
A sales associate begins to help a customer he believes was next to be served. A
second customer interrupts saying they should be next in line. The BEST way for
the salesperson to respond is: - ANSWERS-Find another sales associate to help
one of the customers
A customer is to leave on a trip to Europe in three days, but discovers the zipper
on his suitcase is broken. He has found a suitcase on your company's website that
he wants to purchase but your store does not have it in stock. You can order it for
him though. What should you do? - ANSWERS-Tell the customer you can order
the suitcase he wants, and it will be delivered to his home on time if he is willing
to pay for overnight delivery
, As a sales associate, what's the BEST reason to know the competition and be
aware of their promotions? - ANSWERS-To be prepared to answer your
customers' questions
What's the MOST important information a sales associate must get from a
customer in order to have their order shipped to someone as a gift? - ANSWERS-
Name, address and phone number of the recipient who will get the gift
A sales associate sees a customer put a shirt in a bag without paying for it. What
should the associate do? - ANSWERS-Notify management or store security
A mother purchased a new softball bat for her daughter. The bat the sales
associate recommended was too heavy and the mother is now returning it. What
is the BEST course of action for the sales associate to take? - ANSWERS-Apologize,
accept the return and offer to help the mother find the proper size bat
A customer calls and asks a sales person to search for an item. The sales person
knows the item is not in the store. The BEST approach to serve this customer is to:
- ANSWERS-Suggest a similar item and offer to send it to the customer without a
shipping charge
A customer purchased monogrammed table linens, which are a special custom
order shipped direct from the manufacturer. What information should you tell
the customer to allow them to check on the status of their order? - ANSWERS-
Order number, copy of completed paperwork, contact phone number for delivery
updates
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