NRF Rise Up - Customer Service and Sales Review #1

Front

To keep the lines of communication open, the BEST questions to ask: Are ones that can be quickly answered with a “yes” or a “no”, Begin with who, what, where, when, how, or why, Are ones that can direct the customer to a decision, Are structured to save the customer’s time

Back

Are ones that can direct the customer to a decision

Front

Policies that are open to interpretation by store employees

Back

Customer satisfaction

Front

Which of the following is a benefit? The comforter is white., The comforter is versatile., The comforter is queen size., The comforter has a high thread count.

Back

The comforter has a high thread count.

Front

A sales associate can limit objections in sales presentations by: Allowing an amount of time for feedback, Not going over their price limit, Telling all features, Build rapport and trust and focus on needs

Back

Build rapport and trust and focus on needs

Front

The BEST follow-up by the sales associate after a washer & dryer are bought & are to be delivered the next day is to:

Back

Call the day before the delivery

Front

A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?

Back

Call or email to check if the delivery was received on time and items not damaged

Front

A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?

Back

Apologize for the inconvenience & give the refund unless the prefer an exchange or store credit.

Front

A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what she is looking for?

Back

How will you be using your phone, for example business or personal use?

Front

A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. Sales associate’s BEST response is: I understand, let me get someone to assist you.

Back

I understand, let me get someone to assist you

Front

Why should a sales associate read a flyer about a competitor’s price?

Back

Be knowledgeable of prices when informing customer