Customer Service NRF - Chapter 3 Selling & Service
Customer Service NRF - Chapter 3 Selling & Service
Exam (elaborations)
Customer Service NRF - Chapter 3 Selling & Service Verified Questions And Answers With Verified Updates
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Customer Service NRF - Chapter 3 Selling & Service
Institution
Customer Service NRF - Chapter 3 Selling & Service
Extended Warranty or Service Plan - Customers can lengthen the time that a warranty is in effect.
(common with appliances, electronics) explain it early in the conversation
Product Features - physical characteristics of an item. (size, shape, color, texture, taste, smell)
Product Benefits - Adva...
Customer Service NRF - Chapter 3
Selling & Service
Extended Warranty or Service Plan - Customers can lengthen the time that a warranty is in effect.
(common with appliances, electronics) explain it early in the conversation
Product Features - physical characteristics of an item. (size, shape, color, texture, taste, smell)
Product Benefits - Advantages that a customer gets from the product feature.
What is the best way to explain product features and benefits to a customer - Demonstrate it!
What should you do before demonstrating a product? - make sure it works and practice using it
Private-label - also called store brands, or in-house brands, are developed by national or
international manufacturers and then sold under another brand name that is available only at a
particular retailer's store. Often lower priced.
options or alternatives - choices of color/model/size, customizable options, products available via
omnichannel systems, pricing, renting vs buying, special offers
Value - the item's worth to the customer compared to other alternatives.
Worth - the customer feels that they actually got the benefits from the purchased product or
service after the purchase.
Open-ended - What type of questions should you ask to find out a customer's pricing preference
indirectly?
Questions that you should not ask a customer... - 1. "How much do you want to spend?"
2. "Why do you want ____________?"
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