NRF Customer service exam study guide (2022/2023) Graded A+

NRF Customer service exam study guide (2022/2023) Graded A+ 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 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 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 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 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 How she would like the situation solved