NRF Customer Service - Flashcard 5

Front

You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.

Back

True

Front

To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.

Back

False

Front

You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting.

Back

True

Front

You should go out of your way to make customers with disabilities feel like they don't have to do anything.

Back

False

Front

Your manager should warn you in advance if you will be giving service to a customer with significant disabilities

Back

False

Front

You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.

Back

True

Front

What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?

Back

Two-thirds

Front

When working with customers with disabilities be sure to take your time, be patient, and:

Back

Let the customer help you understand his needs

Front

When customers request any of the service "extras" your store offers:

Back

Make a note in your client record system so you can provide more personalized service when those customers return in the future

Front

In preparing a resource list for your customers, you should consider including: Local companies that have complementary services to the products you sell, Phone numbers that customers have requested in the past, such as a taxi service, Information about companies you recommend, such as repair shops

Back

All of the above