NRF Customer Service 100 questions with verified solutions

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NRF Customer Service 100 questions with verified solutions When balancing service between phone customers and those you may already be helping in the store, you should: • a) Excuse yourself cour... teously from your in-store customer saying that you'll be right back and answer the phone • b) Move your in-store customer over by the phone and help both customers at the same time • c) Tell your in-store customer that you need to get the phone and she should look around for awhile ✔✔a) Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone If a customer becomes abusive, you should probably: • a) Tell him he is being abusive and call security • b) Refund his money immediately • c) Contact your manager ✔✔c) Contact your manager When customers enlist you as their personal shopper, they probably should expect: • a) To steer customers towards slow-moving merchandise • b) to decrease returns • c) to answer questions and satisfy customer needs ✔✔a) To answer questions and satisfy customer needs The warranty is an excellent tool for you to use to: • a) Prove that your company has the best price. • b) Explain your company's return policy. • c) Reassure the customer about a product's quality. • d) All of the above ✔✔c) Reassure the customer about a product's quality. In your client record system, you should record: • a) Customer purchases • b) Customer interests • c) Follow-up activities • d) All of the above ✔✔d) All of the above Which is the BEST way to communicate the benefits of a product? a) Compare the product to a competitor`s product b) Refer the customer to the product label c) Share personal experience about using the product d)Ask the store manager to demonstrate the product ✔✔c) Share personal experience about the product To become familiar with products, you should: • a) Read labels, spend time with other sells associate and ask questions • b) Ask the customer to read the manual • c) Attend company trainings • d) A and C ✔✔d) A and C One of the best ways to turn the customer into a loyal customer is to treat the customer with high quality customer service. True or False ✔✔True Which of the following might be acceptable techniques for directing a customer to the Customer Service department? A). "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you, but I can't leave this area unattended at the moment." B). "You'll have to take this to Customer Service; I can't help you here." C). "Someone in Customer Service can help you with that; I'll show you the way." ✔✔A and C Which of the following items would NOT be an appropriate finishing touch to your service? • a)Send a postcard thanking the customer for letting y [Show More]

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