NRF CUSTOMER SERVICE|WITH COMPLETE SOLUTIONS|ALREADY GRADED A|DOWNLOAD TO PASS

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 sound 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? Politely excuse yourself and answer the phone When you are busy helping a customer and the telephone rings, what should you do? Formal Greeting "Good afternoon, ma'am," is an example of what type of greeting? Who, What, When, Where, Why, How Open-ended questions begin with what common words? Personal need involve the customer's need to be treated with respect Practical Need those needs that motivated the customer to come to you in the first place. verbal cues Speaking, tone of voice, How can I help you? nonverbal cues Body language, facial expression keep your composure step 1 to the grievance process apologize and thank the customer step 2 to the grievance process listen carefully and investigate the situation step 3 to the grievance process propose solution option step 4 to the grievance process What is one of the best ways to explain features and benefits to a customer? demonstrate the product When service is poor, what percent of retail customers refuse to go back to a store? 90% What is the equation that shows why customers are important to you as an employee? customers=revenue=wages=employees How soon upon a customer's entrance into the store should an associate greet the customer? 30 seconds How long does it take a customer to decide if they want to deal with you or your company over the phone? 10 seconds If a customer appears on edge, upset, or angry, then you should: show empathy in your replies What is an example of a good question to ask a customer? We've got a big selection. What style do you prefer? The company's return policy should always be clearly displayed in writing. True Customer complaints should be welcomed because they provide an opportunity to learn about problems so improvements can be made Greeting Stage The stage that presents you as a friendly, non-aggressive person. Service Stage This stage you offer to help satisfy the customer's needs.