NRF CUSTOMER SERVICE & SALES FUNDAMENTALS EXAM
GRADED A+ 100% GUARANTEED SUCCESS.
Retailing ANS >> the method by which consumers acquire products
and services
retailer ANS >> Receives, stores, displays, and presents the
products to Customers.
Which of the 6 types of customers are you most like? Explain
how this type this type of customer shops. ANS >> 1. innovative
customer - trendsetter.
2. comparison shopper - wants the best deal.
3. impulse buyer- quick purchase decisions.
4. follower-waits to see latest trends.
,5. diverse shopper - hard to predict.
6. recreational shopper - shops for fun.
explain the impact of retail on our economy/jobs in this country.
Give an example of jobs that involve customer service. ANS >>
retail drives virtually every facet of our economy and supports
millions of jobs. The industry supports at least one in every 5
jobs in all 50 states.
Explain what is meant by the saying "customer service in not a
department. It's an attitude." ANS >> Customer service is the
result of learning and applying a combination of skills that
include planning, problem solving, decision making, critical
thinking, professionalism, respect and more. when customers
become raving fans, they become part of your sales forces, they
will tell family, friends about your products and services.
What is the best way for customers to learn about a product?
Why is this important to people working in retail? ANS >> Testing
out a product is the best way to learn about products. It's much
more difficult to recommend a product if you've never seen or
use it.
, what are some ways to stay current on a products and services?
ANS >> Sales associates who can compare an differentiate their
own merchandise from that of their competitors have a greater
advantage in creating and keeping loyal customers
When consumers receive poor service, they tell an average of
how many people about it? ANS >> 10 people
When service is poor what percentage of customers refuse to go
back to a store ANS >> 91%
Give 5 tips of being a good active listener when dealing with
customers. ANS >> Listen to what they have to say and how they
say it. listen for the message behind the words. Read between
the lines, watch body language, let the customer speak freely,
avoid overthinking what the customer would say, focus on the
right now. show that you understood by restating and
summarizing. be certain of what the customer is asking for
before you act. 1. focus entirely on the customer! 2. listen
completely! 3. listen for what is not being said! 4. remain
objective! do not judge!
Give 3 examples of what not to say to or ask a customer. And
explain why you should not say those things. ANS >> 1. How much
GRADED A+ 100% GUARANTEED SUCCESS.
Retailing ANS >> the method by which consumers acquire products
and services
retailer ANS >> Receives, stores, displays, and presents the
products to Customers.
Which of the 6 types of customers are you most like? Explain
how this type this type of customer shops. ANS >> 1. innovative
customer - trendsetter.
2. comparison shopper - wants the best deal.
3. impulse buyer- quick purchase decisions.
4. follower-waits to see latest trends.
,5. diverse shopper - hard to predict.
6. recreational shopper - shops for fun.
explain the impact of retail on our economy/jobs in this country.
Give an example of jobs that involve customer service. ANS >>
retail drives virtually every facet of our economy and supports
millions of jobs. The industry supports at least one in every 5
jobs in all 50 states.
Explain what is meant by the saying "customer service in not a
department. It's an attitude." ANS >> Customer service is the
result of learning and applying a combination of skills that
include planning, problem solving, decision making, critical
thinking, professionalism, respect and more. when customers
become raving fans, they become part of your sales forces, they
will tell family, friends about your products and services.
What is the best way for customers to learn about a product?
Why is this important to people working in retail? ANS >> Testing
out a product is the best way to learn about products. It's much
more difficult to recommend a product if you've never seen or
use it.
, what are some ways to stay current on a products and services?
ANS >> Sales associates who can compare an differentiate their
own merchandise from that of their competitors have a greater
advantage in creating and keeping loyal customers
When consumers receive poor service, they tell an average of
how many people about it? ANS >> 10 people
When service is poor what percentage of customers refuse to go
back to a store ANS >> 91%
Give 5 tips of being a good active listener when dealing with
customers. ANS >> Listen to what they have to say and how they
say it. listen for the message behind the words. Read between
the lines, watch body language, let the customer speak freely,
avoid overthinking what the customer would say, focus on the
right now. show that you understood by restating and
summarizing. be certain of what the customer is asking for
before you act. 1. focus entirely on the customer! 2. listen
completely! 3. listen for what is not being said! 4. remain
objective! do not judge!
Give 3 examples of what not to say to or ask a customer. And
explain why you should not say those things. ANS >> 1. How much
