NRF Customer Service Exam Study Guide with Complete Solutions(RATED A+)

A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants - ANSWER-Get to know what the customer wants Which of the following are appropriate reasons for following up with a customer? • You are curious whether a gift your customer purchased was well received • You finally located an item the customer asked for a while back • You want to know why a customer did not make it in for a special sale • You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now - ANSWER-You finally located an item the customer asked for a while back Customer follow-up is always a good idea, no matter what the situation True or False - ANSWER-False How would you handle a situation where a customer wants a brand that you don't carry? • Convince him that your brands are better • Get permission from him to show the items you do have that meet his needs • Tell him that he won't find anything better than what you have • Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway • Tell him you don't carry that brand then excuse yourself to serve someone else - ANSWER-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 • If she stops at your store on a regular basis • Who is at fault in the situation - ANSWER-How she would like the situation solved Showing respect for a customer's business card means you should: • Put it in your purse or wallet for safe keeping • Make some comment to indicate you have read it • Never write on it - ANSWER-Make some comment to indicate you have read it 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 or false - ANSWER-True You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. True or False - ANSWER-True When acting as a personal shopper, you should: • Choose a wide selection of items from which the customer can choose • Ignore the customer's bad taste and choose the items that you think she should wear • Select only items that fit her interest - ANSWER-Select only items that fit her interest To keep the lines of communication open, the best question to ask: