NRF CUSTOMER SERVICE PACKAGE DEAL

A good reason for creating an opening for discussion is to: Get to know what the customer wants Which is an appropriate reasons for following up with a customer? You finally located an item the customer asked for a while back T/F: Customer follow-up is always a good idea, no matter w...

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 pr...

Brick-and-mortar The presence of a physical storefront and face-to-face customer experiences. Closeout stores Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturers' price. Ex: Marshalls, Ross Commercial cue Advertising m...

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 re...

Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above All of the above If the customer isn't shopping alone, you can include the rest of the party by: • Showing some kind of service to others in the party, such as ...

Body language cues conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery an action the retailer provides to address a service fai...

Active Listening A structured form of listening and responding that focuses attention on the speaker. The listener must pay attention to the speaker Repeat in own words what he/she thinks the speaker said Benefits Advantages or rewards of product features Closed Ended Question Que...

Fraud means of stealing by trickery, such as stolen debit/credit cards, counterfeit money, currency switching, package switching, refund fraud, refund abuse and stolen or bad checks loss when assets of a business are stolen or missing due to error Physical Inventory a type of inven...

active listening the practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words Add-on services available services for specific product purchases that customers can opt for (Payment options, product modifications, or other ways custom...