NRF Preparation - Undecided Customers

Customer: "I like this dress, but it is really more than I should spend. I'm just not sure."

• It looks so good on you and you're worth it, aren't you?

• It does really look nice on you and it is very well made. If you would like to think about it, I can hold it for you for 24 hours while you decide.

• You're right, It is really expensive.

Customer: I think this rug would be perfect for my daughter's room, but I'm afraid that the color may be too dark.

• That's the only color it comes in. Do you want to look at some other styles?

• Okay, I understand.

• Why don't you take it home and try it in the room? You can return it for a full refund as long as you save your receipt.

Customer: I think I might be making a mistake. Just because I like these pans doesn't mean my friend will. She doesn't cook as much as I do.

• Maybe I can help you find something more appropriate. What are some of her hobbies?

• Maybe this gift will inspire her to cook more.

• I think it's nice to give something you like. If she doesn't like it, she can exchange it.

What's the term for service that is designed to be tailored to a specific customer's needs and interests?

• Customer service

• Quality service

• Personalized service

• Helpful service

Which of the following accurately defines 'private-label' products?

• Products available to be purchased only by the store's employees

• Products whose names are not displayed on their packaging

• Products that are sold only to a select group of customers

• Products that are developed by national manufacturers and sold under another brand name and only available at a particular retailer

Which of the following questions is the most appropriate way for a retail associate to understand if a customer prefers inexpensive or expensive brands?

• What clothing brands do you usually prefer?

• How much do you want to spend?

• Do you buy clothes at second hand stores?

• I like higher end brands, don't you?

If a customer was about to buy a soccer ball, which of the following would be the best item to try to cross-sell?

• A basketball

• Soccer shorts

• A soccer goal frame and net

• A baseball bat

Which of the following is an example of upselling?

• "I also have this other laptop that has most of the same features but at a lower price."

• "I'm sure you'll love those basketball shoes. Do you also need t-shirts or shorts?"

• "I love the TV model you're looking at; let me show you a different model with similar features but the same price so you can compare features"

• "Would you like that as a meal? You can get fries and a medium drink for just $2 more"

Which of the following defines a loyalty program?

• A marketing program that provides incentives to repeat customers who are loyal company brand shoppers

• A club for employees of a retailer to join

• A discount coupon or code that's made available to first time customers

• A discount program aimed at people who shop with a retailer's competitors