NRF Customer Service Study Guide

NRF Customer Service Study Guide Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above - All of the above If the customer isn't shopping alone, you can include the rest of the party by: • Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on • Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate • Telling any children to behave themselves while their parent makes this important decision - Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on Communication is important! When providing service to a person who is hearing impaired, you should: • Call over to your sales associates and tell then you have a disabled person to work with, would they please take care of the other customers? • Ask the customer how he would like to communicate • Speak as loudly as you can. speak clearly, and stand very close to his ear while you talk - Ask the customer how he would like to communicate You can best determine the customer's needs by gathering information through careful observation and by: • Telling the customer everything you know about your products • Asking the customer thoughtful questions • Deciding the type of products you think the customer should buy - Asking the customer thoughtful questions If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached. True or False - True Small kindnesses to your customers may include: • Letting the customer make a local call to verify appropriateness or preference • Consolidating many small packages into one large shopping bag • Bringing merchandise to an older or disabled customer while he sits down • Telling a customer about a lounge where she may tend to her baby's needs • All of the above - All of the above Which of the following phrases might be appropriate when discussing clothing size with your customer? • Have you worn this brand before? What size was most comfortable for you? • You look to be about a siz XX. • You wear a bigger size on the bottom than on the top. • How big are you? - Have you worn this brand before? What size was most comfortable for you? When customers come to you with complaints, you need to: • Listen carefully • Be patient • Get information • All of the above - All of the above To speed up the customer service process, you should interact more with the accompanying able- bodied person than with the shopper with disabilities. True or False - False