NRF Customer Service Exam Study Guide With All Needed To Pass.

NRF Customer Service Exam Study Guide
With All Needed To Pass




A bgood breason bfor bcreating ban bopening bfor bdiscussion bis bto:

• bBreak bdown bthe bcustomer's bsales bresistance
• bConvince bthe bcustomer bhow bmuch byou bknow babout bthe bproduct
• bGet bto bknow bwhat bthe bcustomer bwants b- b bcorrect banswer- bGet bto bknow bwhat
bthe bcustomer bwants


bWhich bof bthe bfollowing bare bappropriate breasons bfor bfollowing bup bwith ba
bcustomer?


• bYou bare bcurious bwhether ba bgift byour bcustomer bpurchased bwas bwell breceived
• bYou bfinally blocated ban bitem bthe bcustomer basked bfor ba bwhile bback b
• bYou bwant bto bknow bwhy ba bcustomer bdid bnot bmake bit bin bfor ba bspecial bsale
• bYou bhaven't bseen bthe bcustomer bin ba blong btime band bare bwondering bif bshe bis
bshopping bsomewhere belse bnow b- b bcorrect banswer- bYou bfinally blocated ban bitem
bthe bcustomer basked bfor ba bwhile bback


bCustomer bfollow-up bis balways ba bgood bidea, bno bmatter bwhat bthe bsituation
True bor bFalse b- b bcorrect banswer- bFalse

bHow bwould byou bhandle ba bsituation bwhere ba bcustomer bwants ba bbrand bthat byou
bdon't bcarry? b


• bConvince bhim bthat byour bbrands bare bbetter
• bGet bpermission bfrom bhim bto bshow bthe bitems byou bdo bhave bthat bmeet bhis bneeds
b
• bTell bhim bthat bhe bwon't bfind banything bbetter bthan bwhat byou bhave
• bSmile band blisten bpolitely, bbut bdon't btell bhim byou bdon't bhave bhis bbrand; bshow
bhim byour bitems banyway

,• bTell bhim byou bdon't bcarry bthat bbrand bthen bexcuse byourself bto bserve bsomeone
belse b- b bcorrect banswer- bGet bpermission bfrom bhim bto bshow bthe bitems byou bdo
bhave bthat bmeet bhis bneeds


bWhen bthe bcustomer bpresents byou bwith ba bproblem, byou bshould bask bher:


• bHow bshe bwould blike bthe bsituation bsolved b
• bIf bshe bstops bat byour bstore bon ba bregular bbasis
• bWho bis bat bfault bin bthe bsituation b- b bcorrect banswer- bHow bshe bwould blike bthe
bsituation bsolved


bShowing brespect bfor ba bcustomer's bbusiness bcard bmeans byou bshould:


• bPut bit bin byour bpurse bor bwallet bfor bsafe bkeeping
• bMake bsome bcomment bto bindicate byou bhave bread bit b
• bNever bwrite bon bit b- b bcorrect banswer- bMake bsome bcomment bto bindicate byou
bhave bread bit


bIf byou bdon't bhave ba bwarranty bmanual bavailable bor bare bunsure babout ba bwarranty
banswer, ba bresource bto bconsider bis bco-workers bor byour bsupervisor.
True bor bfalse b- b bcorrect banswer- bTrue

bYou bshould bkeep byour bclient brecords bup-to-date band bnotify bcustomers bof
bmerchandise byou bknow bis bof binterest bto bthem.
True bor bFalse b- b bcorrect banswer- bTrue

bWhen bacting bas ba bpersonal bshopper, byou bshould:


• bChoose ba bwide bselection bof bitems bfrom bwhich bthe bcustomer bcan bchoose b
• bIgnore bthe bcustomer's bbad btaste band bchoose bthe bitems bthat byou bthink bshe
bshould bwear
• bSelect bonly bitems bthat bfit bher binterest b- b bcorrect banswer- bSelect bonly bitems bthat
bfit bher binterest


bTo bkeep bthe blines bof bcommunication bopen, bthe bbest bquestion bto bask:


• bAre bthe bones bthat bare bable bto bdirect bthe bcustomer bto ba bdecision
• bAre bthe bones bthat bcan bbe bquickly banswered bwith ba b"yes" bor ba b"no"
• bAre bstructured bto bsave bthe bcustomer's btime
• bBegin bwith bwho, bwhat, bwhere, bwhen, bhow, bor bwhy b- b bcorrect banswer- bBegin
bwith bwho, bwhat, bwhere, bwhen, bhow, bor bwhy


bYou bshould brecord bbasic binformation bthat ballows byou bto bstay bin btouch bwith
bcustomers band bspecific binformation bthat breminds byou bof btheir bpurchases band
bpreferences.
True bor bFalse b- b bcorrect banswer- bTrue

, bIt bis bimportant bto bbuild ba brelationship bwith byour bcustomer. bIn bthe bfirst bfew
bseconds bafter byou bnotice bthe bcustomer's barrival, byou bshould:


• bFind byour bsales bbook band bget bit bready bfor byour bnext bsale
• bMake bsure byour bclothes bare bneat band byou blook bprofessional
• bTidy bup bthe bproduct bdisplay bbefore bshowing bit bto bthe bcustomer
• bGreet bthe bcustomer band bmake bhim bfeel bwelcome b- b bcorrect banswer- bGreet bthe
bcustomer band bmake bhim bfeel bwelcome


bMost bcustomers brespond bfavorably bto bthe bhard bsell btechnique bbecause bit bshows
bthem byour bbelief bin bthe bproduct. bTrue bor bFalse b- b bcorrect banswer- bFalse


bWhich bof bthe bfollowing bare bgood breasons bto bask bcustomers bfor btheir bbusiness
bcards?


• bSo byou bcan bbuild bup byour bclient brecords bwith bnames bof bpotential bcustomers b
• bSo byou bcan bclaim bthese bcustomers bas byour bown band bkeep bco-workers bfrom
bmaking bsales bto bthem
• bTo blearn bmore babout bthem bso byou bcan bsuggest bitems bthat byou bthink bthey bcan
bafford
• bWhen bcustomers bshow binterest bin ban bupcoming bevent band byou boffer bto bremind
bthem b- b bcorrect banswer- bWhen bcustomers bshow binterest bin ban bupcoming bevent
band byou boffer bto bremind bthem


bShowing bthe bcustomer bthat byou band byour bstore bstand bbehind bthe bproducts band
bservices byou bsell:


• bShows ba bprofessionalism bthat bbuilds bcustomer bloyalty b
• bEncourages bcustomers bto breturn bitems bmore bfrequently
• bLimits bthe bprofit bon bsome bitems b- b bcorrect banswer- bShows ba bprofessionalism
bthat bbuilds bcustomer bloyalty


bWhen bgiving bservice bto ba bperson bwith bdevelopmental bdisabilities, bit bmay bbe
bhelpful bto bexplain bcomplex btasks bone bstep bat ba btime. bTrue bor bFalse b- b bcorrect
banswer- bTrue


bYou bshould ballow bcustomers bwith bdisabilities bto bexpress btheir bown bneeds band
blimits; byour bjob bis bto baccommodate bthose bneeds band bmake bshopping ba bpositive
bexperience. b
True bor bFalse b- b bcorrect banswer- bTrue

bKeeping brecords bof bcustomer bcomplaints band bthe bmethods bused bto bresolve bthem
bwill bhelp byou bresolve bsimilar bsituations bin bthe bfuture. bTrue bor bFalse b- b bcorrect
banswer- bTrue