Customer Service NRF-
Chapter 2
Active Listening answerA structured form of listening and responding that focuses attention on the
speaker.
The listener must pay attention to the speaker
Repeat in own words what he/she thinks the speaker said
Benefits answerAdvantages or rewards of product features
Closed Ended Question answerQuestions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
Can?
Customer Service answerThe acting of taking care of the customer's needs by providing and delivering
professional, helpful, high quality service and assistance before, during and after the customer's
requirements are met.
Features answerThose things that are physical in nature
Color, size
, Appeal to the senses
Touch, taste, smell, sight and hearin
Open Ended Questions answerQuestions that can not be answered with a yes or no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
Personal Needs answerInvolve the customers need to be treated with respect feel valued, understood
and involved in decisions that affect them
Practical Needs answerThose needs that motivated customers come to you to in the first place:
a. To solve a problem
b. To get a service
c. To get a product
Value answerMore than just price
Value is a measure of total benefit
Customer Service Values answer
Critical thinking answerCustomer service is Problem solving, Decision making &
Skill answer2. It is NOT a
Chapter 2
Active Listening answerA structured form of listening and responding that focuses attention on the
speaker.
The listener must pay attention to the speaker
Repeat in own words what he/she thinks the speaker said
Benefits answerAdvantages or rewards of product features
Closed Ended Question answerQuestions that evoke one-word answers
May I help you? NO
Closed ended questions begin with:
Do?
Will?
Can?
Customer Service answerThe acting of taking care of the customer's needs by providing and delivering
professional, helpful, high quality service and assistance before, during and after the customer's
requirements are met.
Features answerThose things that are physical in nature
Color, size
, Appeal to the senses
Touch, taste, smell, sight and hearin
Open Ended Questions answerQuestions that can not be answered with a yes or no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
Personal Needs answerInvolve the customers need to be treated with respect feel valued, understood
and involved in decisions that affect them
Practical Needs answerThose needs that motivated customers come to you to in the first place:
a. To solve a problem
b. To get a service
c. To get a product
Value answerMore than just price
Value is a measure of total benefit
Customer Service Values answer
Critical thinking answerCustomer service is Problem solving, Decision making &
Skill answer2. It is NOT a
