NRF retail overview

The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business​ ​ (a)  

• company brand
• brand promise
• company culture
• customer service

The unique way that the organization's employees interact with each other and with customers

• company brand

• brand promise

• company culture

• customer service

Reorder the following (from start to finish)

The correct steps for customer loyalty life cycle

• the customer has a good customer service experience and purchases from the retailer again and tells others about their experience

• the customer has a want or need

• the customer either likes or does not like their shopping experience

• the customer chooses a buying option-either at a store or online

• the customer considers different purchases

Reorder the following from beginning to end

The Customer Service Process

• respond

• listen

• greet

• deliver

• understand

Reorder the following - from start to finish

Handling Multiple Customers

• Greet the 2nd customer and ask if there is something you can help them with right away

• If you leave the first customer to help the 2nd customer, thank the first customer upon returning

• Ask for permission from the first customer before helping another customer

• Wait for permission from the first customer

• Reengage with the first customer to finish offering assistance

Questions to never ask a customer (there are 2 correct answers)

• How much do you want to spend?

• Do you need our website address?

• Are you happy with your selections?

• Why do you want this item?

Refers to recommending additional products that complement a customer's purchase (such as batteries, or items that contribute to a more complete experience for the customer)

• upselling

• cross selling

• loyalty programs

• comparison

The act of highlighting or revealing an extra value of a product or directing the customer's attention to other products that may better satisfy her/his needs, even when they may be more expensive

• cross selling

• loyalty program

• comparison

• upselling

A customer gives you $10 for a toothbrush that is $4.75. How much change is he owed?

• $5.25

• $4.25

• $2.75

• $6.50

A customer gives you one $10 bill, two $1 bills, 2 quarters, one dime and 3 pennies. How much money is this?

• $25.36

• $12.28

• $12.63

• $9.83