NRF CUSTOMER SERVICE EXAM STUDY GUIDE THS|WITH COMPLETE SOLUTIONS|ALREADY GRADED A|DOWNLOAD TO PASS

A good reason for creating an opening for discussion is to: Get to know what the customer wants Which is an appropriate reasons for following up with a customer? You finally located an item the customer asked for a while back T/F: Customer follow-up is always a good idea, no matter what the situation. False How would you handle a situation where a customer wants a brand that you don't carry? Get permission from him to show the items you do have that meet his needs When the customer presents you with a problem, you should ask her: How she would like the situation solved Showing respect for a customer's business card means you should: Make some comment to indicate you have read it T/F: If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor. True T/F: You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. True When acting as a personal shopper, you should: Select only items that fit her interest To keep the lines of communication open, the best question to ask: Begin with who, what, where, when, how, or why T/F: You should record basic information that allows you to stay in touch with customers & specific information that reminds you of their purchases and preferences. True It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should: Greet the customer and make him feel welcome T/F: Most customers respond favorably to the hard sell technique because it shows them your belief in the product. False What is a good reason to ask customers for their business cards? When customers show interest in an upcoming event and you offer to remind them Showing the customer that you and your store stand behind the products and services you sell: Shows a professionalism that builds customer loyalty T/F: When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time. True T/F: You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience. True T/F: Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future. True If a customer walks directly to an item, this may indicate that he: Knows what he wants and would probably appreciate quick, efficient service T/F: As a sales associate, you can help build trust by making sure customers understand & benefit from the product warranties. True When using the T.H.A.N.K.S. method, "K" stands for: "Know a solution if the customer does not suggest one" If your store does not offer the particular product of service the customer is looking for, your first option should always be to: Suggest alternatives that your store does carry When working with customers with disabilities be sure to take your time, be patient, and: Let the customer help you understand his needs Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: • An enjoyable atmosphere and super service True or False: When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention" If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and: That the delivery people were courteous and careful In preparing a resource list for your customers, you should consider including: • Local companies that have complementary services to the products you sell • Phone numbers that customers have requested in the past, such as a taxi service • Information about companies you recommend, such as repair shops T/F: You should go out of your way to make customers with disabilities feel like they don't have to do anything. False