NRF Customer Service -Chapter 2 Exam Questions with 100% Correct Answers
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Course
NRF
Institution
NRF
NRF Customer Service -Chapter 2 Exam
Questions with 100% Correct Answers
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
Benefits - Ad...
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
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