NRF Customer Service Final Practice

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

When the customer presents you with a problem, you should ask her: How she would like the situation solved, Who is at fault in the situation, If she stops at your store on a regular basis

Back

How she would like the situation solved

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

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

Back

Make some comment to indicate you have read it

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

To keep the lines of communication open, the best question to ask:

Back

Begin with who, what, where, when, how, or why

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

Most customers respond favorably to the hard sell technique because it shows them your belief in the product.

Back

False

Front

Showing the customer that you and your store stand behind the products and services you sell:

Back

Shows a professionalism that builds customer loyalty