NRF Customer Service Exam Study Guide with Complete Solutions!

A good reason for creating an opening for discussion is to: - ANSWER-Get to know what the customer wants Which is an appropriate reasons for following up with a customer? - ANSWER-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. - ANSWER-False How would you handle a situation where a customer wants a brand that you don't carry? - 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: - ANSWER-How she would like the situation solved Showing respect for a customer's business card means you should: - ANSWER-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. - ANSWER-True T/F: You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. - ANSWER-True When acting as a personal shopper, you should: - ANSWER-Select only items that fit her interest To keep the lines of communication open, the best question to ask: - ANSWER-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. - ANSWER-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: - ANSWER-Greet the customer and make him feel welcome