NRF Customer Service Exam Study Guide for IBC Questions Answered Correctly – Expert Verified | Latest Version 2024/2025

NRF Customer Service Exam Study Guide for IB C Questions Answered Correctly – Expert Verified | Latest Version 2024/2025 A good reason fo r creating an opening for discussion is to: - ✔✔Get to know what the customer wants A new customer comes into your department, but you are helping another customer. You should: - ✔✔Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him According to market research, what percentage of customers are likely to spend more if the sales associate is helpful? - ✔✔45% Acting as a personal shopper: - ✔✔Can add interest and challenge to your job As a sales associate, your goal is to: - ✔✔Keep the customer coming back By becoming an expert at special orders, you may benefit by: - ✔✔• Learning more about products you sell • Learning more about customer needs & interests • Get to know people in other departments Communication is important! When providing service to a person who is hearing impai red, you should: - ✔✔Ask the customer how he would like to communicate Creating customer loyalty is rewarding for: - ✔✔The store, The sales associate, The customer Customer complaints should be welcomed because they provide an opportunity to: - ✔✔Learn a bout problems so improvements can be made Even if your company's return policy restricts what you can do for the customer, you should: - ✔✔Consider alternatives, such as offering a discount coupon or a free sample How would you handle a situation where a customer wants a brand that you don't carry? - ✔✔Get permission from him to show the items you do have that meet his needs If a customer becomes abusive, you should probably: - ✔✔Contact your manager If a customer walks directly to an item, this may ind icate that he: - ✔✔Knows what he wants and would probably appreciate quick, efficient service If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and: - ✔✔That the delivery people were courteous and careful 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 If you do not have business cards, you can help the customer remember you by: - ✔✔Writing "thank you" on the sales receipt and signing your name If you find yourself having to resolve a very difficult issue, you may want to: - ✔✔Get help from a more senio r employee If you schedule a personal shopping appointment with a customer, it would be a good idea to: - ✔✔• Call and confirm the appointment the day before • Set aside some items you think the customer will be interested in • Keep your appointment book with you at all times so you don't double -book yourself If your company does not have a manual that describes all the major product warranties, you should: - ✔✔Create your own by making copies of the various product warranties and related information