NRF Customer Service Exam Study Guide

NRF Customer Service Exam Study Guide 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - 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 - Select only items that fit her interest To keep the lines of communication open, the best question to ask: • Are the ones that are able to direct the customer to a decision • Are the ones that can be quickly answered with a "yes" or a "no" • Are structured to save the customer's time • Begin with who, what, where, when, how, or why - Begin with who, what, where, when, how, or why You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences. True or False - 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: • Find your sales book and get it ready for your next sale • Make sure your clothes are neat and you look professional • Tidy up the product display before showing it to the customer • Greet the customer and make him feel welcome - Greet the customer and make him feel welcome Most customers respond favorably to the hard sell technique because it shows them your belief in the product. True or False - False