NRF Customer service exam study guide questions and answers well illustrated.

NRF Customer service exam study guide questions and answers well illustrated. 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 - correct answers.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 - correct answers.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 - correct answers.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 • Tell him that he won't find anything better than what you have • Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway • Tell him you don't carry that brand then excuse yourself to serve someone else - correct answers.Get permission from him to show the items you do have that meet his needs When the customer presents you with a problem, you should ask her: • How she would like the situation solved • If she stops at your store on a regular basis • Who is at fault in the situation - correct answers.How she would like the situation solved Showing respect for a customer's business card means you should: • Put it in your purse or wallet for safe keeping • Make some comment to indicate you have read it • Never write on it - correct answers.Make some comment to indicate you have read it If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor. True or false - correct answers.True You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. True or False - correct answers.True When acting as a personal shopper, you should: • Choose a wide selection of items from which the customer can choose • Ignore the customer's bad taste and choose the items that you think she should wear • Select only items that fit her interest - correct answers.Select only items that fit her interest To keep the lines of communication open, the best question to ask: • Are the ones that are able to direct the customer to a decision • Are the ones that can be quickly answered with a "yes" or a "no" • Are structured to save the customer's time • Begin with who, what, where, when, how, or why - correct answers.Begin with who, what, where, when, how, or why You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences. True or False - correct answers.True It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should: • Find your sales book and get it ready for your next sale • Make sure your clothes are neat and you look professional • Tidy up the product display before showing it to the customer • Greet the customer and make him feel welcome - correct answers.Greet the customer and make him feel welcome Most customers respond favorably to the hard sell technique because it shows them your belief in the product. True or False - correct answers.False Which of the following are good reasons to ask customers for their business cards? • So you can build up your client records with names of potential customers • So you can claim these customers as your own and keep co-workers from making sales to them • To learn more about them so you can suggest items that you think they can afford • When customers show interest in an upcoming event and you offer to remind them - correct answers.When customers show interest in an upcoming event and you offer to remind them Showing the customer that you and your store stand behind the products and services you sell: • Shows a professionalism that builds customer loyalty • Encourages customers to return items more frequently • Limits the profit on some items - correct answers.Shows a professionalism that builds customer loyalty When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time. True or False - correct answers.True You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience. True or False - correct answers.True Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future. True or False - correct answers.True If a customer walks directly to an item, this may indicate that he: • Knows what he wants and would probably appreciate quick, efficient service • Just wants to look at the item and has no interest in buying - correct answers.Knows what he wants and would probably appreciate quick, efficient service As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties. True or False - correct answers.True When using the T.H.A.N.K.S. method, "K" stands for: • "Keep asking what the customer wants, even when the solution is obvious to you" • "Know when to give in to the customer's demands" • "Know a solution if the customer does not suggest one" • "Keep the customer from asking for a refund" - correct answers."Know a solution if the customer does not suggest one" If your store does not offer the particular product of service the customer is looking for, your first option should always be to: • Suggest alternatives that your store does carry