NRF: Customer Service Practice Test

Front

A good reason for creating an opening for discussion is to:

Back

Get to know what the customer wants

Front

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

Back

You finally located an item the customer asked for a while back

Front

How would you handle a situation where a customer wants a brand that you don't carry?

Back

Get permission from him to show the items you do have that meet his needs

Front

Customer follow-up is always a good idea, no matter what the situation

Back

False

Front

Showing respect for a customer's business card means you should:

Back

Make some comment to indicate you have read it

Front

If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.

Back

True

Front

You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.

Back

True

Front

You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.

Back

True

Front

It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should:

Back

Greet the customer and make him feel welcome

Front

Which of the following are good reasons to ask customers for their business cards?
So you can build up your client records with names of potential customers,
So you can claim these customers as your own and keep co-workers from making sales to them,
To learn more about them so you can suggest items that you think they can afford,
When customers show interest in an upcoming event and you offer to remind them

Back

When customers show interest in an upcoming event and you offer to remind them