NRF Customer Service Study Guide part 2 (Latest Update); Q’s & A’s
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Course
NRF
Institution
NRF
NRF Customer Service Study Guide part
2 (Latest Update); Q’s & A’s
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...
NRF Customer Service Study Guide part
2 (Latest Update); Q’s & A’s
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 ✔✔• 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 ✔✔None of the above
When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the
problem, but
excuse yourself if another customer comes in."
True or False ✔✔False
, NRF Customer Service Study Guide part
2 (Latest Update); Q’s & A’s
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 ✔✔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
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