NRF Customer Service Exam Study Guide with Complete Solutions

NRF Customer Service Exam Study Guide with Complete Solutions A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants ANSWER Get to know what the customer wants Which of the following are appropriate reasons for following up with a customer? • You are curious whether a gift your customer purchased was well received • You finally located an item the customer asked for a while back • You want to know why a customer did not make it in for a special sale • You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now ANSWER You finally located an item the customer asked for a while back Customer follow-up is always a good idea, no matter what the situation True or False ANSWER False How would you handle a situation where a customer wants a brand that you don't carry? • Convince him that your brands are better • Get permission from him to show the items you do have that meet his needs