Customer Service NRF-Chapter 2 ACTUAL UPDATED QUESTIONS AND CORRECT
ANSWERS
Active Listening A structured form of listening and responding that focuses attention on the
speaker.
The listener must pay attention to the speaker
Repeat in own words what he/she thinks the speaker said
Benefits Advantages or rewards of product features
Closed Ended Question Questions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
Can?
, Customer Service The acting of taking care of the customer's needs by providing and delivering
professional, helpful, high quality service and assistance before, during and after
the customer's requirements are met.
Features Those things that are physical in nature
Color, size
Appeal to the senses
Touch, taste, smell, sight and hearin
Open Ended Questions Questions that can not be answered with a yes or no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
Personal Needs Involve the customers need to be treated with respect feel valued, understood
and involved in decisions that affect them
Practical Needs Those needs that motivated customers come to you to in the first place:
a. To solve a problem
b. To get a service
c. To get a product
Value More than just price
Value is a measure of total benefit
ANSWERS
Active Listening A structured form of listening and responding that focuses attention on the
speaker.
The listener must pay attention to the speaker
Repeat in own words what he/she thinks the speaker said
Benefits Advantages or rewards of product features
Closed Ended Question Questions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
Can?
, Customer Service The acting of taking care of the customer's needs by providing and delivering
professional, helpful, high quality service and assistance before, during and after
the customer's requirements are met.
Features Those things that are physical in nature
Color, size
Appeal to the senses
Touch, taste, smell, sight and hearin
Open Ended Questions Questions that can not be answered with a yes or no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
Personal Needs Involve the customers need to be treated with respect feel valued, understood
and involved in decisions that affect them
Practical Needs Those needs that motivated customers come to you to in the first place:
a. To solve a problem
b. To get a service
c. To get a product
Value More than just price
Value is a measure of total benefit
