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NRF CUSTOMER SERVICE: QUESTIONS AND ANSWERS
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NRF CUSTOMER SERVICE: QUESTIONS AND ANSWERS
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NRF CUSTOMER SERVICE: QUESTIONS AND ANSWERSWhen something goes wrong or a product does not perform as expected,
provide the customer with a quick resolution and:• An excuse for the
product's failure
• A cup of coffee• Service with a smile
You can best determine the customer's needs by gathering information
through careful observation and by:• Telling the customer everything you
know about your products• Asking the customer thoughtful questions•
Deciding the type of products you think the customer should buy
Which of the following items would NOT be an appropriate finishing touch to
your service?• Send a postcard thanking the customer for letting you help him
select a gift for his wife• Send a handwritten note thanking the customer for
his business• Call the customer to make sure he is satisfied with his purchase•
Give the customer your business card and encourage him to return to the
store• Remember the customer's name and use it when he comes in again
When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for
bringing the problem to your attention." True or False
You should explain all warranty conditions to your customer at the time of
purchase. True or False
Which of the following are acceptable ways to ask a customer's permission to
provide alternatives?• We don't carry that specific brand, but may I suggest. •
Is that the only brand you were interested in?• Is ther anything else you were
looking for?• We don't recommend that item. May I show you a better
product?• All of the above
If your store does not offer the particular product of service the customer is
looking for, your first option should always be to:• Suggest alternatives that
your store does carry• Inform him of the drawbacks of the product he is
seeking• Convince the customer he doesn't need it anyway• Immediately refer
him to a competitor
, As a customer service professional, the best way for you to remember your
regular customers' interests is to keep a written record of the vital
information. True or False
TYPE THE ANSWER
You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them.
True or False
TYPE THE ANSWER
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
TYPE THE ANSWER
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
TYPE THE ANSWER
When leaving phone messages for customers, you should let them know
whether it is important for them to call you back or not. True or False
TYPE THE ANSWER
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