NRF Customer Service Questions and Answers 100% Pass

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NRF Customer Service Questions and Answers 100% Pass Benefits ✔✔Advantages or rewards of product features Closed Ended Question ✔✔Questions that evoke one-word answers May I help you? NO ... Closed ended questions begin with: Do? Will? Can? Customer Service ✔✔The acting of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the customer's requirements are met. Features ✔✔Those things that are physical in nature Color, size Appeal to the senses Touch, taste, smell, sight and sound Open Ended Questions ✔✔Questions that can not be answered with a yes or no Questions that begin with the words: Who? What? When? How? Why? Politely excuse yourself and answer the phone ✔✔When you are busy helping a customer and the telephone rings, what should you do? Formal Greeting ✔✔"Good afternoon, ma'am," is an example of what type of greeting? Who, What, When, Where, Why, How ✔✔Open-ended questions begin with what common words? Personal need ✔✔involve the customer's need to be treated with respect Practical Need ✔✔those needs that motivated the customer to come to you in the first place. verbal cues ✔✔Speaking, tone of voice, How can I help you? nonverbal cues ✔✔Body language, facial expression keep your composure ✔✔step 1 to the grievance process apologize and thank the customer ✔✔step 2 to the grievance process listen carefully and investigate the situation ✔✔step 3 to the grievance process propose solution option ✔✔step 4 to the grievance process What is one of the best ways to explain features and benefits to a customer? ✔✔demonstrate the product When service is poor, what percent of retail customers refuse to go back to a store? ✔✔90% What is the equation that shows why customers are important to you as an employee? ✔✔customers=revenue=wages=employees How soon upon a customer's entrance into the store should an associate greet the customer? ✔✔30 seconds How long does it take a customer to decide if they want to deal with you or your company over the phone? ✔✔10 seconds If a customer appears on edge, upset, or angry, then you should: ✔✔show empathy in your replies What is an example of a good question to ask a customer? ✔✔We've got a big selection. What style do you prefer? The company's return policy should always be clearly displayed in writing. ✔✔True Customer complaints should be welcomed because they provide an opportunity to ✔✔learn about problems so improvements can be made Greeting Stage ✔✔The stage that presents you as a friendly, non-aggressive person. Service Stage ✔✔This stage you offer to help satisfy the customer's needs. Benefit Stage ✔✔This stage presents you as an observant customer service representative. Upselling ✔✔Getting the customer to buy a better product which might possibly be more expensive. Cross-selling ✔✔Suggesting additional products that complement your customer's purchase. Informal Greeting ✔✔"Hi! How are you doing today?" [Show More]

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