NRF Customer Service Exam Study Guide 2024/2025 Questions and Answers with complete solution
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NRF Customer Service
Institution
NRF Customer Service
NRF Customer Service Exam Study Guide 2024/2025 Questions and Answers with complete solution
NRF Customer Service Exam Study Guide 2024/2025 Questions and Answers with complete solution
NRF Customer Service Exam Study Guide 2024/2025 Questions and Answers with complete solution
NRF Customer Service Exam Study
Guide 2024/2025 Questions and
Answers withcomplete solution
A good reason for creating an opening for discussion is to: Answer- Get to know what
the customer wants
Which is an appropriate reasons for following up with a customer? Answer- You finally
located an item the customer asked for a while back
T/F: Customer follow-up is always a good idea, no matter what the situation. Answer-
False
How would you handle a situation where a customer wants a brand that you don't carry?
Answer- Get permission from him to show the items you do have that meet his needs
When the customer presents you with a problem, you should ask her: Answer- How
she would like the situation solved
Showing respect for a customer's business card means you should: Answer- Make
some comment to indicate you have read it
T/F: 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. Answer- True
T/F: You should keep your client records up-to-date and notify customers of
merchandise you know is of interest to them. Answer- True
When acting as a personal shopper, you should: Answer- Select only items that fit her
interest
To keep the lines of communication open, the best question to ask: Answer- Begin
with who, what, where, when, how, or why
T/F: You should record basic information that allows you to stay in touch with customers
& specific information that reminds you of their purchases and preferences. Answer-
True
It is important to build a relationship with your customer. In the first few seconds after
you notice the customer's arrival, you should: Answer- Greet the customer and make
him feel welcome
This study source was downloaded by 100000888206670 from CourseHero.com on 07 -30-2024 23:36:18 GMT -05:00
, T/F: Most customers respond favorably to the hard sell technique because it shows
them your belief in the product. Answer- False
What is a good reason to ask customers for their business cards? Answer- When
customers show interest in an upcoming event and you offer to remind them
Showing the customer that you and your store stand behind the products and services
you sell: Answer- Shows a professionalism that builds customer loyalty
T/F: When giving service to a person with developmental disabilities, it may be helpful to
explain complex tasks one step at a time. Answer- True
T/F: You should allow customers with disabilities to express their own needs and limits;
your job is to accommodate those needs and make shopping a positive experience.
Answer- True
T/F: Keeping records of customer complaints and the methods used to resolve them will
help you resolve similar situations in the future. Answer- True
If a customer walks directly to an item, this may indicate that he: Answer- Knows what
he wants and would probably appreciate quick, efficient service
T/F: As a sales associate, you can help build trust by making sure customers
understand & benefit from the product warranties. Answer- True
When using the T.H.A.N.K.S. method, "K" stands for: Answer- "Know a solution if the
customer does not suggest one"
If your store does not offer the particular product of service the customer is looking for,
your first option should always be to: Answer- Suggest alternatives that your store
does carry
When working with customers with disabilities be sure to take your time, be patient, and:
Answer- Let the customer help you understand his needs
Two of the basics needed to ensure that a customer has a pleasant experience when
he comes to your store are: Answer- • An enjoyable atmosphere and super service
True or False: When using the T.H.A.N.K.S. method, "T" stands for Answer- "Thank
the customer for bringing the problem to your attention"
If an appliance or computer is being shipped, you might call the customer to be certain it
was delivered on time and in good condition and: Answer- That the delivery people
were courteous and careful
This study source was downloaded by 100000888206670 from CourseHero.com on 07 -30-2024 23:36:18 GMT -05:00
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