NRF CUSTOMER SERVICE RISE UP
VOCABULARIES UPDATES 100%
Active nlistening n- n ncorrect nanswer- nThe npractice nof nhearing nand nunderstanding
nwhat na nspeaker nis nsaying nout nloud nand nany nmessages nsuggested nbehind nthe
nwords.
Add-on nservices n- n ncorrect nanswer- nAvailable nservices nfor nspecific nproduct
npurchases nthat ncustomers ncan nopt nfor n(e.g., npayment noptions, nproduct
nmodifications, nor nother nways nthat ncustomers ncan nprotect ntheir npurchases).
Alterations n- n ncorrect nanswer- nModifications nto nproducts nthat nhelp nthem nbest nmeet
nthe nneeds nof ncustomers n(e.g., nthe ntailoring nof nclothing nitems nor ninstalling
nadditional nmemory nin na nlaptop).
Analytical ncommunication nstyle n- n ncorrect nanswer- nA ncommunication nstyle nrefers nto
nthe nway na nperson ninteracts nwith nothers. nSomeone nwho nhas nan nanalytical
ncommunication nstyle ntypically nwants nthe nimportant ndata, nfacts nand nlogic.
At-will nemployment n- n ncorrect nanswer- nEmployment nsubject nto ntermination nby nan
nemployer nat nany ntime nfor nany nreason, nexcept nfor nan nillegal nreason nsuch nas
ndiscrimination. nAn nemployee nis nalso nfree nto nleave na njob nat nany ntime, nfor nany
nreason.
, Body nlanguage ncues n- n ncorrect nanswer- nConscious nor nunconscious ngestures nand
nmovements nthat nexpress nintentions. nThese nare na nkey nform nof nnonverbal
ncommunication.
Brand npromise n- n ncorrect nanswer- nAn nextension nof nthe ncompany nbrand nthat
nreflects nthe nbenefit nof ndoing nbusiness nwith nthem—for nexample, nproviding nquality
ncustomer nservice.
Breakaway nstatements n- n ncorrect nanswer- nPhrases nused nto nsmooth nthe ntransition
nbetween none ncustomer nand nthe nnext none n(e.g., n"Would nit nbe nOK nif nI ngrab na nfew
nitems nfor nanother ncustomer?").
Buying n- n ncorrect nanswer- nThe nbranch nof nretail nin ncharge nof nselecting nand
npurchasing nmerchandise.
Clientele n- n ncorrect nanswer- nThe ncollective ngroup nof ncustomers nthat nare nserved
nby na nspecific nretailer, nwhen nconsidered nin ntotal.
Closed-ended nquestions n- n ncorrect nanswer- nQuestions nthat naim nto nget nyou na
nshort nor nyes/no nanswer. nThese nare nuseful nto nlimit nthe nscope nof na nconversation,
nto nconfirm na nspecific nresponse, nor nto nclose nthe nsale. nClosed- nended nquestions
noften nbegin nwith nwords nsuch nas: nwill, ncan, nmay, nare nand ndo.
Company nbrand n- n ncorrect nanswer- nThe noverall nimpression ngathered nfrom
ninformation nthat nis nseen, nheard nand nexperienced nby ncustomers nwho nencounter na
nbusiness, nits nproducts nand nits nservices.
Company nculture n- n ncorrect nanswer- nThe nunique nway nthat nan norganization's
nemployees ninteract nwith neach nother nand nwith ncustomers. nThe nculture ndefines nthe
npersonality nof na ncompany, nand ntypically nincludes na nvariety nof nelements, nsuch nas
nwork nenvironment, ncompany nmission, nvalue, nethics, nexpectations nand ngoals. nA
ncompany's nculture ncan nprovide nadditional nexpectations nfor nemployees nto ndeliver
non nthe ncompany's nbrand npromises.
Company nwebsite n- n ncorrect nanswer- nA nwebsite nthat nrepresents na nretailer non nthe
nInternet. nRetailer nwebsites ntypically nprovide ncustomers nwith na nway nto nbrowse nand
npurchase nproducts nand nservices nthat nthe ncompany noffers nalong nwith ninformation
nabout nstore nlocations nand nhours, ncareer nopportunities nand ngeneral ninformation
nabout nthe ncompany.
Comparison nshopper n- n ncorrect nanswer- nA nshopper nwho nspends na nlot nof ntime
nchecking nout nproducts nand nprices nthrough nonline nsites, nvisiting ndifferent nstores,
ncomparing nretailer nads nand/or ngetting nthe nopinions nof nothers neither npersonally nor
nthrough nsocial nmedia.
VOCABULARIES UPDATES 100%
Active nlistening n- n ncorrect nanswer- nThe npractice nof nhearing nand nunderstanding
nwhat na nspeaker nis nsaying nout nloud nand nany nmessages nsuggested nbehind nthe
nwords.
Add-on nservices n- n ncorrect nanswer- nAvailable nservices nfor nspecific nproduct
npurchases nthat ncustomers ncan nopt nfor n(e.g., npayment noptions, nproduct
nmodifications, nor nother nways nthat ncustomers ncan nprotect ntheir npurchases).
Alterations n- n ncorrect nanswer- nModifications nto nproducts nthat nhelp nthem nbest nmeet
nthe nneeds nof ncustomers n(e.g., nthe ntailoring nof nclothing nitems nor ninstalling
nadditional nmemory nin na nlaptop).
Analytical ncommunication nstyle n- n ncorrect nanswer- nA ncommunication nstyle nrefers nto
nthe nway na nperson ninteracts nwith nothers. nSomeone nwho nhas nan nanalytical
ncommunication nstyle ntypically nwants nthe nimportant ndata, nfacts nand nlogic.
At-will nemployment n- n ncorrect nanswer- nEmployment nsubject nto ntermination nby nan
nemployer nat nany ntime nfor nany nreason, nexcept nfor nan nillegal nreason nsuch nas
ndiscrimination. nAn nemployee nis nalso nfree nto nleave na njob nat nany ntime, nfor nany
nreason.
, Body nlanguage ncues n- n ncorrect nanswer- nConscious nor nunconscious ngestures nand
nmovements nthat nexpress nintentions. nThese nare na nkey nform nof nnonverbal
ncommunication.
Brand npromise n- n ncorrect nanswer- nAn nextension nof nthe ncompany nbrand nthat
nreflects nthe nbenefit nof ndoing nbusiness nwith nthem—for nexample, nproviding nquality
ncustomer nservice.
Breakaway nstatements n- n ncorrect nanswer- nPhrases nused nto nsmooth nthe ntransition
nbetween none ncustomer nand nthe nnext none n(e.g., n"Would nit nbe nOK nif nI ngrab na nfew
nitems nfor nanother ncustomer?").
Buying n- n ncorrect nanswer- nThe nbranch nof nretail nin ncharge nof nselecting nand
npurchasing nmerchandise.
Clientele n- n ncorrect nanswer- nThe ncollective ngroup nof ncustomers nthat nare nserved
nby na nspecific nretailer, nwhen nconsidered nin ntotal.
Closed-ended nquestions n- n ncorrect nanswer- nQuestions nthat naim nto nget nyou na
nshort nor nyes/no nanswer. nThese nare nuseful nto nlimit nthe nscope nof na nconversation,
nto nconfirm na nspecific nresponse, nor nto nclose nthe nsale. nClosed- nended nquestions
noften nbegin nwith nwords nsuch nas: nwill, ncan, nmay, nare nand ndo.
Company nbrand n- n ncorrect nanswer- nThe noverall nimpression ngathered nfrom
ninformation nthat nis nseen, nheard nand nexperienced nby ncustomers nwho nencounter na
nbusiness, nits nproducts nand nits nservices.
Company nculture n- n ncorrect nanswer- nThe nunique nway nthat nan norganization's
nemployees ninteract nwith neach nother nand nwith ncustomers. nThe nculture ndefines nthe
npersonality nof na ncompany, nand ntypically nincludes na nvariety nof nelements, nsuch nas
nwork nenvironment, ncompany nmission, nvalue, nethics, nexpectations nand ngoals. nA
ncompany's nculture ncan nprovide nadditional nexpectations nfor nemployees nto ndeliver
non nthe ncompany's nbrand npromises.
Company nwebsite n- n ncorrect nanswer- nA nwebsite nthat nrepresents na nretailer non nthe
nInternet. nRetailer nwebsites ntypically nprovide ncustomers nwith na nway nto nbrowse nand
npurchase nproducts nand nservices nthat nthe ncompany noffers nalong nwith ninformation
nabout nstore nlocations nand nhours, ncareer nopportunities nand ngeneral ninformation
nabout nthe ncompany.
Comparison nshopper n- n ncorrect nanswer- nA nshopper nwho nspends na nlot nof ntime
nchecking nout nproducts nand nprices nthrough nonline nsites, nvisiting ndifferent nstores,
ncomparing nretailer nads nand/or ngetting nthe nopinions nof nothers neither npersonally nor
nthrough nsocial nmedia.
