NRF Customer Service and Sales - Chapter 4 Performing Your Best | Q&A Latest 2024/2025 | 100% PASS

NRF Customer Service and Sales - Chapter 4 Performing Your Best | Q&A Latest 2024/2025 | 100% PASS Body language cues - Answer -conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language - Answer -face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery - Answer -an action the retailer provides to address a service failure. The Four-step Service Recovery Process - Answer -1. Keep your composure, 2. Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Propose solution options 8% - Answer -Amount of retail sales resulting in a return or exchange. clientele - Answer -The collective group of customers that are served by that retailer. referral - Answer -the term for when a person recommends a s