NFR CERTIFICATION STUDY GUIDE
COMPLETE RATED A LATEST UPDATED.
social cue
✔✔decision making based on the suggestion or preference of
a friend, colleague, or family member
specialty stores
✔✔this segment focuses on deep but narrow assortments
with a high level of customer service
stimulus
✔✔a thing or event that causes a
supercenters
✔✔These stores typically combine a supermarket and a
department store, resulting in a gigantic retail facility that
carries an enormous range of products, from apparel to
groceries to automotive supplies, all under one roof.
supermarkets
✔✔These stores sell a wide variety of goods including food,
alcohol, and medicine.
,target market
✔✔a defined customer who has the need, desire, and ability
to buy a retailer's products.
wholesale clubs
✔✔wholesalers who sell products in bulk directly to
consumers. these clubs typically require a membership
wholesaler
✔✔buys large quantities of products directly from the
manufacturer, breaks them into smaller units, and sells the
smaller units to retailers
active listening
✔✔a structured form of listening and responding that focuses
the attention on the speaker. the listener must take care to
attend to the speaker fully, and then repeat, in the listener's
own words, what he or she thinks the speaker has said
benefits
✔✔advantages or rewards of features
closed-ended questions
✔✔Questions that tend to evoke one-word answers: yes or
no. The aim of using closed-ended questions is to limit talking
, or to control the direction of conversation, such as when you
want to narrow the scope of the conversation, elicit specific
information, or close the sale. Closed-ended questions usually
begin with words Like do, will, can, and are
customer service
✔✔The act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality
service and assistance before, during, and after the customers
requirements are met.
features
✔✔those things that are physical in nature, including color,
size, etc., and appeal to our senses of touch, taste, smell,
hearing, feeling, and sight
open-ended questions
✔✔questions that begin with the words who, what, where,
when, how, and why. they cannot be answered with a simple
yes or no. the aim of using open-ended questions is to get
someone talking
personal needs
✔✔those needs that motivated customers to come to you in
the first place--to solve a problem or to get a product or
service
COMPLETE RATED A LATEST UPDATED.
social cue
✔✔decision making based on the suggestion or preference of
a friend, colleague, or family member
specialty stores
✔✔this segment focuses on deep but narrow assortments
with a high level of customer service
stimulus
✔✔a thing or event that causes a
supercenters
✔✔These stores typically combine a supermarket and a
department store, resulting in a gigantic retail facility that
carries an enormous range of products, from apparel to
groceries to automotive supplies, all under one roof.
supermarkets
✔✔These stores sell a wide variety of goods including food,
alcohol, and medicine.
,target market
✔✔a defined customer who has the need, desire, and ability
to buy a retailer's products.
wholesale clubs
✔✔wholesalers who sell products in bulk directly to
consumers. these clubs typically require a membership
wholesaler
✔✔buys large quantities of products directly from the
manufacturer, breaks them into smaller units, and sells the
smaller units to retailers
active listening
✔✔a structured form of listening and responding that focuses
the attention on the speaker. the listener must take care to
attend to the speaker fully, and then repeat, in the listener's
own words, what he or she thinks the speaker has said
benefits
✔✔advantages or rewards of features
closed-ended questions
✔✔Questions that tend to evoke one-word answers: yes or
no. The aim of using closed-ended questions is to limit talking
, or to control the direction of conversation, such as when you
want to narrow the scope of the conversation, elicit specific
information, or close the sale. Closed-ended questions usually
begin with words Like do, will, can, and are
customer service
✔✔The act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality
service and assistance before, during, and after the customers
requirements are met.
features
✔✔those things that are physical in nature, including color,
size, etc., and appeal to our senses of touch, taste, smell,
hearing, feeling, and sight
open-ended questions
✔✔questions that begin with the words who, what, where,
when, how, and why. they cannot be answered with a simple
yes or no. the aim of using open-ended questions is to get
someone talking
personal needs
✔✔those needs that motivated customers to come to you in
the first place--to solve a problem or to get a product or
service
