NRF CUSTOMER SERVICE STUDY GUIDE PART 3|WITH COMPLETE SOLUTIONS|ALREADY GRADED A|DOWNLOAD TO PASS

Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above All of the above If the customer isn't shopping alone, you can include the rest of the party by: • Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on • Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate • Telling any children to behave themselves while their parent makes this important decision Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on Communication is important! When providing service to a person who is hearing impaired, you should: • Call over to your sales associates and tell then you have a disabled person to work with, would they please take care of the other customers? • Ask the customer how he would like to communicate • Speak as loudly as you can. speak clearly, and stand very close to his ear while you talk Ask the customer how he would like to communicate You can best determine the customer's needs by gathering information through careful observation and by: • Telling the customer everything you know about your products • Asking the customer thoughtful questions • Deciding the type of products you think the customer should buy Asking the customer thoughtful questions If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached. True or False True Small kindnesses to your customers may include: • Letting the customer make a local call to verify appropriateness or preference • Consolidating many small packages into one large shopping bag • Bringing merchandise to an older or disabled customer while he sits down • Telling a customer about a lounge where she may tend to her baby's needs • All of the above All of the above Which of the following phrases might be appropriate when discussing clothing size with your customer? • Have you worn this brand before? What size was most comfortable for you? • You look to be about a siz XX. • You wear a bigger size on the bottom than on the top. • How big are you? Have you worn this brand before? What size was most comfortable for you? When customers come to you with complaints, you need to: • Listen carefully • Be patient • Get information • All of the above All of the above To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities. True or False False You should make sure that, in your absence, other sales associates do not have access to information about your special orders. True or False False If you do not have business cards, you can help the customer remember you by: • Asking the customer for something on which to write your name and number • Writing "thank you" on the sales receipt and signing your name • Telling the customer how many sales awards you have won • Using your own name often in the conversation Writing "thank you" on the sales receipt and signing your name One of the most important skills in being a personal shopper is to: • Always guess correctly at what the customer wants • Listen carefully for clues about the customer's preferences • Convince customers to follow your advice Listen carefully for clues about the customer's preferences