Customer Service NRF-Chapter 2 questions and Answers Latest Update Fully Solved 100%

problems - You know when you have all the information you need to successfully sell the products in your store when you can Solve routine ______. Benefits - Advantages or rewards of product features 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 hearin 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? Personal Needs - Involve the customers need to be treated with respect feel valued, understood and involved in decisions that affect them Practical Needs - Those needs that motivated customers come to you to in the first place: a. To solve a problemb. To get a service c. To get a product Value - More than just price Value is a measure of total benefit Customer Service Values - Critical thinking - Customer service is Problem solving, Decision making & Skill - 2. It is NOT a Active Listening - A structured form of listening and responding that focuses attention on the speaker. The listener must pay attention to the speaker Repeat in own words what he/she thinks the speaker said Customer - Great customer service occurs when you: Consistently give the ___________ more than they are expecting experience - Great customer service occurs when you: Deliver an __________ they will want to share with others trainings - As a retail employee, you are responsible for Attending _________offered Closed Ended Question - Questions that evoke one-word answers May I help you? NO Closed ended questions begin with: Do? Will?Can? satisfying - As a retail employee, you are responsible for _____ customer's needs resolving - As a retail employee, you are responsible for ___________customer's problems answer - You know when you have all the information you need to successfully sell the products in your store when you can _____________ all of your customer's questions