Customer Service NRF-Chapter 2 Verified Questions And Answers With Verified Updates

How soon upon a customer's entrance into the store should an associate greet the customer? - 30 seconds 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. Benefits - Advantages or rewards of product features verbal cues - Speaking, tone of voice, How can I help you? nonverbal cues - Body language, facial expression What is one of the best ways to explain features and benefits to a customer? - demonstrate the product 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 Customer complaints should be welcomed because they provide an opportunity to - learn about problems so improvements can be made A customer that is reserved or shy... - don't ask multiple questions or be overly talkative A customer is outgoing... - don't be too familiar and assume an instant friendship A recreational shopper that likes to browse... - Don't hover or make them uncomfortable A comparison shopper that needs more information before making a purchase... - Provide adequate knowledge or introduce them to an employee who can best help them Closed Ended Question - Questions that evoke one-word answersMay I help you? NO Closed ended questions begin with: Do? Will? Can? growth mindset - Believe their abilities are developed and can continuously improve through learning, focus, and determination.