NFR CERTIFICATE EXAM TEST QUESTIONS
AND ANSWERS A+ GRADED.
Which of the following is the term for the overall impression gathered
from information that is seen, heard and experienced by customers who
encounter a business, its products and services?
- brand promise
- positive feeling
- company culture
- company brand
Verified Answer -company brand
Which of the following is a term for the unique way that company
employees act with each other and with customers?
- brand promise
- positive feeling
- company culture
- company brand
Verified Answer -company culture
as of 2019, roughly how much money do U.S. retailers lose annually due
to poor customer service?
Verified Answer -$60-70 billion
after one negative experience, approximately what percentage of people
say they will never do business with that company again?
Verified Answer -50%
, what's the term for service that is designed to be tailored to a specific
customer's needs and interests?
Verified Answer -personalized service
whats the term for the delivery of a positive, memorable experience that is
more than the customer expected?
Verified Answer -quality service
products that are developed by national or international manufacturers
and then sold under another brand name that is available only at a
particular retailer's store
Verified Answer -private label products
a marketing program that provides incentives to repeat customers who
are loyal company brand shoppers
Verified Answer -loyalty program
approximately what percent of Americans use a credit or debit card for at
least some of their purchases?
Verified Answer -80-90%
what should you do if a customer argues that they are owed extra change,
you don't think they're right, and they escalate their tone?
Verified Answer -call a supervisor immediately
when is an OK time to temporarily leave one customer in order to go help
a second customer?
AND ANSWERS A+ GRADED.
Which of the following is the term for the overall impression gathered
from information that is seen, heard and experienced by customers who
encounter a business, its products and services?
- brand promise
- positive feeling
- company culture
- company brand
Verified Answer -company brand
Which of the following is a term for the unique way that company
employees act with each other and with customers?
- brand promise
- positive feeling
- company culture
- company brand
Verified Answer -company culture
as of 2019, roughly how much money do U.S. retailers lose annually due
to poor customer service?
Verified Answer -$60-70 billion
after one negative experience, approximately what percentage of people
say they will never do business with that company again?
Verified Answer -50%
, what's the term for service that is designed to be tailored to a specific
customer's needs and interests?
Verified Answer -personalized service
whats the term for the delivery of a positive, memorable experience that is
more than the customer expected?
Verified Answer -quality service
products that are developed by national or international manufacturers
and then sold under another brand name that is available only at a
particular retailer's store
Verified Answer -private label products
a marketing program that provides incentives to repeat customers who
are loyal company brand shoppers
Verified Answer -loyalty program
approximately what percent of Americans use a credit or debit card for at
least some of their purchases?
Verified Answer -80-90%
what should you do if a customer argues that they are owed extra change,
you don't think they're right, and they escalate their tone?
Verified Answer -call a supervisor immediately
when is an OK time to temporarily leave one customer in order to go help
a second customer?
