NRF Customer Service and Sales - Chapter 4 Performing Your Best questions and Answers Latest Update Fully Solved 100%

effective communication - requires you to meet them where they are, rather than where you'd like the conversation to be. Service Recovery - an action the retailer provides to address a service failure. The Four-step Service Recovery Process - 1. Keep your composure, 2. Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Propose solution options 8% - Amount of retail sales resulting in a return or exchange. clientele - The collective group of customers that are served by that retailer. referral - the term for when a person recommends a store or salesperson based on their positive experiences. employability attributes - skills that employers look for in potential employees skill - the ability to do something well attitude - a way of thinking or feeling about something that is usually reflected in behavior integrity - being honest and accountable Initiative - Doing your best work dependability and reliability - displaying responsible behaviors at workAdaptability - being open to change self-control - ability to maintain composure Eight Primary Elements of Body Language - face, eyes, posture, gestures, voice, movement, touch, appearance Respect for Diversity - appreciate differences communication - being clear, concise, and kind positive attitude - being optimistic teamwork - being a great coworker