Exam (elaborations)
Customer Service NRF-Chapter 2 (Questions & Answers)
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Customer Service NRF-Chapter 2 (Questions & Answers)
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Customer Service NRF-Chapter 2(Questions & Answers)
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 - ✔️ 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 professional, helpful, high quality service and
assistance before, during and after the customer's requirements are met.
Features - ✔️ Those things that are physical in nature
Color, size
Appeal to the senses
Touch, taste, smell, sight and hearin
Open Ended Questions - ✔️ Questions that can not be answered with a yes
or no
Questions that begin with the words:
Who?
What?
When?
How?
Why?
, Personal Needs - ✔️ Involve the customers need to be treated with respect
feel valued, understood and involved in decisions that affect them
Practical Needs - ✔️ Those needs that motivated customers come to you to
in the first place:
a. To solve a problem
b. To get a service
c. To get a product
Value - ✔️ More than just price
Value is a measure of total benefit
Customer Service Values - ✔️
Critical thinking - ✔️ Customer service is Problem solving, Decision
making &
Skill - ✔️ 2. It is NOT a
Customer - ✔️ Great customer service occurs when you: Consistently give
the ___________ more than they are expecting
experience - ✔️ Great customer service occurs when you: Deliver an
__________ they will want to share with others
trainings - ✔️ As a retail employee, you are responsible for Attending
_________offered
satisfying - ✔️ As a retail employee, you are responsible for _____
customer's needs
resolving - ✔️ As a retail employee, you are responsible for
___________customer's problems
answer - ✔️ You know when you have all the information you need to
successfully sell the products in your store when you can _____________ all of
your customer's questions
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