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NRF Certification Exam: Questions With Solutions A+
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NRF Certification Exam: Questions With Solutions A+Most experts estimate that a disgruntled customer will tell between _____
people how they were treated. Right Ans - 15-20
What is value? Right Ans - Benefit to customer minus cost to customer
True or false: Reliability of the product is associated with the cost side of the
value equation. Right Ans - False.
What % of customers left a company because of customer service issues?
Right Ans - 70%
What is lifetime value (LTV)? Right Ans - The average amount of money a
customer will spend with your business over the course of their lives.
Average $ spent per month x years (in months) = LTV
What happens to customers who do complain and have their complaints
resolved? Right Ans - Most become loyal customers.
What are the basic components of "Value" to a customer? Right Ans - Price,
quality, and purchase experience
What can you do to improve someone's experience as a customer? Right
Ans - Listen attentively, empathize, follow up in a timely manner, deliver a
solution.
"It is better to underpromise and overdeliver than to overpromise and
underdeliver." What does this mean? Right Ans - Tell the customer that you
will try, be realistic but instill a sense of confidence that their minimum
request will be met. Then meet this minimum request plus bonus benefits.
What are the four essential steps all customer service representatives should
use when a customer calls with a complaint? Right Ans - 1. Listen carefully.
2. Apologize for the problem.
3. Fix the solution.
4. Follow up with the customer.
, What are the three types of customers? Right Ans - Internal customers,
intermediate customers, final customers.
What is an internal customer? Right Ans - People who work for your
organization and carry out functions on the way to the intermediate or final
customers.
What is an intermediate customer? Right Ans - The dealer or distributor
that your product or service passes through.
What is a final customer? Right Ans - People who purchase the product or
service your organization produces or provides.
True or false: Customers are attracted and retained by superior value of a
product or service. Right Ans - True.
What are the three components identified frequently when people define
high-quality customer service? Right Ans - Personal attention, employee
competence, and promptness.
What % of customers rated the quality of service as "excellent" in meeting
customer needs and concerns? Right Ans - Less than 10%
What are the things that you should NOT do if you wanted to provide good
service as a waiter in a restaurant? Right Ans - Walk away and talk to
another waiter while the customer is talking to you, insult the customer by
belittling her complaint, do nothing to remedy the situation
80% of customers would not choose a restaurant based on what reason?
Right Ans - Poor service.
How can you show the customer that you care as a waiter? Right Ans -
Smile, recommend an entree, listen to the complaint and do your best to
remedy, offer a complimentary dessert.
What happens to company profits after a period of good customer satisfaction
results? Right Ans - They rise.
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