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Customer Service NRF-Chapter 2 questions and Answers Latest Update Fully Solved 100%
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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 ...

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  • August 10, 2024
  • 7
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • customer service nrf chapter 2

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  • Customer Service NRF-Chapter 2
  • Customer Service NRF-Chapter 2

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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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