NRF Customer Service Study Guide Part 1 Latest (Latest Update); Q’s & A’s
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Course
NRF
Institution
NRF
NRF Customer Service Study Guide Part
1 Latest (Latest Update); Q’s & A’s
A good reason for creating an opening for discussion is to:
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Get to know what the customer wants Get to ...
NRF Customer Service Study Guide Part
1 Latest (Latest Update); Q’s & A’s
A good reason for creating an opening for discussion is to:
• Break down the customer's sales resistance
• Convince the customer how much you know about the product
• Get to know what the customer wants ✔✔Get to know what the customer
wants
Which of the following are appropriate reasons for following up with a
customer?
• You are curious whether a gift your customer purchased was well received
• You finally located an item the customer asked for a while back
• You want to know why a customer did not make it in for a special sale
• You haven't seen the customer in a long time and are wondering if she is
shopping somewhere
else now ✔✔You finally located an item the customer asked for a while back
Customer follow-up is always a good idea, no matter what the situation.
True or False ✔✔False
, NRF Customer Service Study Guide Part
1 Latest (Latest Update); Q’s & A’s
How would you handle a situation where a customer wants a brand that you
don't carry?
• Convince him that your brands are better
• Get permission from him to show the items you do have that meet his needs
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand; show him
your items
anyway
• Tell him you don't carry that brand then excuse yourself to serve someone else
✔✔Get
permission from him to show the items you do have that meet his needs
When the customer presents you with a problem, you should ask her:
• How she would like the situation solved
• If she stops at your store on a regular basis
• Who is at fault in the situation ✔✔How she would like the situation solved
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