NRF Certification Exam Solved Correctly To Score A+
1. Most experts estimate
15-20
that a disgruntled
customer will tell
between people how
they were treated.
2. What is value? Benefit to customer minus cost to customer
3. True or false: Reliability False.
of the product is
associated with the cost
side of the value equation.
70%
4. What % of customers left a
company because of
customer service issues?
5. What is lifetime value (LTV)?The average amount of money a customer will spend wit
your
business over the course of their lives.
Average $ spent per month x years (in months) = LTV
1/
36
, NRF Certification Exam Solved Correctly To Score A+
6. What happens to Most become loyal customers.
customers who do
complain and have
their complaints
resolved?
2/
36
, NRF Certification Exam Solved Correctly To Score A+
7. What are the basic compo- resentatives should use when a
nents of "Value" to a customer calls with a com-
customer? plaint?
8. What can you do to
improve someone's
experience as a
customer?
9. "It is better to
underpromise and
overdeliver than to over-
promise and
underdeliver." What
does this mean?
10. What are the four
essential steps all
customer service rep-
3/
36
, NRF Certification Exam Solved Correctly To Score A+
Price, quality, and purchase experience
Listen attentively, empathize, follow up in a
timely manner, deliver a solution.
Tell the customer that you will try, be realistic
but instill a sense of confidence that their
minimum request will be met. Then meet this
minimum request plus bonus benefits.
1. Listen carefully.
2. Apologize for the problem.
3. Fix the solution.
4. Follow up with the customer.
4/
36
1. Most experts estimate
15-20
that a disgruntled
customer will tell
between people how
they were treated.
2. What is value? Benefit to customer minus cost to customer
3. True or false: Reliability False.
of the product is
associated with the cost
side of the value equation.
70%
4. What % of customers left a
company because of
customer service issues?
5. What is lifetime value (LTV)?The average amount of money a customer will spend wit
your
business over the course of their lives.
Average $ spent per month x years (in months) = LTV
1/
36
, NRF Certification Exam Solved Correctly To Score A+
6. What happens to Most become loyal customers.
customers who do
complain and have
their complaints
resolved?
2/
36
, NRF Certification Exam Solved Correctly To Score A+
7. What are the basic compo- resentatives should use when a
nents of "Value" to a customer calls with a com-
customer? plaint?
8. What can you do to
improve someone's
experience as a
customer?
9. "It is better to
underpromise and
overdeliver than to over-
promise and
underdeliver." What
does this mean?
10. What are the four
essential steps all
customer service rep-
3/
36
, NRF Certification Exam Solved Correctly To Score A+
Price, quality, and purchase experience
Listen attentively, empathize, follow up in a
timely manner, deliver a solution.
Tell the customer that you will try, be realistic
but instill a sense of confidence that their
minimum request will be met. Then meet this
minimum request plus bonus benefits.
1. Listen carefully.
2. Apologize for the problem.
3. Fix the solution.
4. Follow up with the customer.
4/
36
