NRF Customer Service Study Guide part 2 With Complete Solutions

NRF Customer Service Study Guide part 2 With Complete Solutions Keeping records about customer preferences: • Can help you provide more personalized service to returning customers • Will make customers suspicious of your ability to remember details • Requires an expensive computer system - Answer️️ - • Can help you provide more personalized service to returning customers Referring a customer to a competitor will likely result in: • The customer seeking you out for future needs • The customer never returning to your store • A lost sales opportunity for you • None of the above - Answer️️ - None of the above Which of the following steps will help you keep commitments to customers? • Promising customers you will find the items they request • Calling customers back only when you can find the requested item or information • Immediately stopping whatever you're doing to take care of phone customer requests • Calling customers back in a timely manner - Answer️️ - Calling customers back in a timely manner Three ways to create a positive impression of you an the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and: • Stating that the products in your store are far better than those in other stores • Suggesting that he buy "top of the line" products • Indicating that based on your professional product knowledge, you feel his purchases are worthwhile - Answer️️ - Indicating that based on your professional product knowledge, you feel his purchases are worthwhile If your company does not have a manual that describes all the major product warranties, you should: • Decide on a general, neutral comment you can make if customers ask you about a warranty • Avoid talking about warranties with your customers • Create your own by making copies of the various product warranties and related information - Answer️️ - Create your own by making copies of the various product warranties and related information A new customer comes into your department, but you are helping another customer. You should: • Focus all your attention on your current customer • Let the new customer wait his turn until you have completed your current sale • Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him • Help the customer who looks like he will spend the most money - Answer️️ - Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him Projecting a professional and friendly image includes: • Behaving in an alert and courteous manner • Dressing in expensive, professional looking clothing • Standing behind your cash register and waiting for the customer to come to you • Shaking the hand of each customer - Answer️️ - Behaving in an alert and courteous manner You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting. True or False - Answer️️ - True