NRF Customer Service and Sales - Chapter 4 Performing Your Best questions and answers secure the highest grade possible.
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Course
National Retail Foundation Certification
Institution
National Retail Foundation Certification
Body language cues >> Answer conscious or unconscious gestures and movements that
express feelings or intentions.
Eight Primary Elements of Body Language >> Answer face, eyes, posture, gestures,
voice, movement, touch, appearance
Service Recovery >> Answer an action the retail...
NRF Customer Service and Sales - Chapter 4
Performing Your Best questions and answers
secure the highest grade possible.
Body language cues >> Answer conscious or unconscious gestures and movements that
express feelings or intentions.
Eight Primary Elements of Body Language >> Answer face, eyes, posture, gestures,
voice, movement, touch, appearance
Service Recovery >> Answer an action the retailer provides to address a service failure.
The Four-step Service Recovery Process >> Answer 1. Keep your composure, 2.
Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Propose
solution options
8% >> Answer Amount of retail sales resulting in a return or exchange.
clientele >> Answer The collective group of customers that are served by that retailer.
referral >> Answer the term for when a person recommends a store or salesperson based
on their positive experiences.
employability attributes >> Answer skills that employers look for in potential employees
skill >> Answer the ability to do something well
attitude >> Answer a way of thinking or feeling about something that is usually reflected
in behavior
integrity >> Answer being honest and accountable
Initiative >> Answer Doing your best work
dependability and reliability >> Answer displaying responsible behaviors at work
Adaptability >> Answer being open to change
self-control >> Answer ability to maintain composure
Respect for Diversity >> Answer appreciate differences
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