Exam (elaborations)
NRF Certification Exam: Questions W/Solutions
- Course
- Institution
NRF Certification Exam: Questions W/Solutions
[Show more]
Seller
Follow
LeCrae
Reviews received
Content preview
NRF Certification Exam: Questions W/SolutionsMost experts estimate that a disgruntled customer will tell between _____
people how they were treated. - ✔️ 15-20
What is value? - ✔️ Benefit to customer minus cost to customer
True or false: Reliability of the product is associated with the cost side of the
value equation. - ✔️ False.
What % of customers left a company because of customer service issues?
- ✔️ 70%
What is lifetime value (LTV)? - ✔️ The average amount of money a
customer will spend with your business over the course of their lives.
Average $ spent per month x years (in months) = LTV
What happens to customers who do complain and have their complaints
resolved? - ✔️ Most become loyal customers.
What are the basic components of "Value" to a customer? - ✔️ Price,
quality, and purchase experience
What can you do to improve someone's experience as a customer? -
✔️ Listen attentively, empathize, follow up in a timely manner, deliver a
solution.
"It is better to underpromise and overdeliver than to overpromise and
underdeliver." What does this mean? - ✔️ Tell the customer that you
will try, be realistic but instill a sense of confidence that their minimum
request will be met. Then meet this minimum request plus bonus benefits.
What are the four essential steps all customer service representatives should
use when a customer calls with a complaint? - ✔️ 1. Listen carefully.
2. Apologize for the problem.
3. Fix the solution.
4. Follow up with the customer.
, What are the three types of customers? - ✔️ Internal customers,
intermediate customers, final customers.
What is an internal customer? - ✔️ People who work for your
organization and carry out functions on the way to the intermediate or final
customers.
What is an intermediate customer? - ✔️ The dealer or distributor
that your product or service passes through.
What is a final customer? - ✔️ People who purchase the product or
service your organization produces or provides.
True or false: Customers are attracted and retained by superior value of a
product or service. - ✔️ True.
What are the three components identified frequently when people define
high-quality customer service? - ✔️ Personal attention, employee
competence, and promptness.
What % of customers rated the quality of service as "excellent" in meeting
customer needs and concerns? - ✔️ Less than 10%
What are the things that you should NOT do if you wanted to provide good
service as a waiter in a restaurant? - ✔️ Walk away and talk to
another waiter while the customer is talking to you, insult the customer by
belittling her complaint, do nothing to remedy the situation
80% of customers would not choose a restaurant based on what reason?
- ✔️ Poor service.
How can you show the customer that you care as a waiter? - ✔️
Smile, recommend an entree, listen to the complaint and do your best to
remedy, offer a complimentary dessert.
What happens to company profits after a period of good customer satisfaction
results? - ✔️ They rise.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller LeCrae. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
81989 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now