Nrf customer service 4 - Study guides, Class notes & Summaries

Body language cues - ANSWER-conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language - ANSWER-face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery - ANSWER-an action the retailer provides to address a service failure. The Four-step Service Recovery Process - ANSWER-1. Keep your composure, 2. Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Propose solu...

NRF Exam 3 with Complete Solutions Graded A.docx What do you need to consider when communicating with a customer? - Answer-Needs & Interests Examples of Non-Verbal Communication - Answer-Body Lanuage, Eye Contact, Voice/Tone, Handmotions, How close your standing Example of Compnay Policies - Answer-Attendance, Dress Code, Saftey, Technology, Scheduling, Customer Service Where do find company policies? - Answer-Employee or Company Handbook Reminders for apperance when going to w...

Body language cues - ANSWER-conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language - ANSWER-face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery - ANSWER-an action the retailer provides to address a service failure. The Four-step Service Recovery Process - ANSWER-1. Keep your composure, 2. Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Propose solu...

NRF Certificate Test Questions and Answers Already Passed which of the filling is a term for physical goods that are bought and sold? a. sales b. products c. pricing d. services b. products which of the following is a standard term that describes the audience of retail stores - that is, the people who will buy things from the stores? a. manufacturers b. wholesalers c. buyers d. customers d. customers which of the following is a term for intangible things, such as providing delivery, tha...

NRF Certificate Test Questions and Answers 100% Verified which of the filling is a term for physical goods that are bought and sold? a. sales b. products c. pricing d. services b. products which of the following is a standard term that describes the audience of retail stores - that is, the people who will buy things from the stores? a. manufacturers b. wholesalers c. buyers d. customers d. customers which of the following is a term for intangible things, such as providing delivery, that...

NRF Customer Service Questions and Answers 100% Pass 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 nat...

NRF Exam 2 Questions and Answers Graded A Who is the most important person in a retail transaction? Customer The overall impression someone gets of a busniess or product. Company or Product Brand Uinque way employes interact with each other and customers Company Culture Things that can happen as a result of poor cusomer service - Loss of profit - Customers won't return - Tell others about thier bad experience Steps in the Cumstomer Loyalty Life Cycle (6 steps) 1. Customer has a want or nee...

Body language cues - Answer conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language - Answer face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery - Answer an action the retailer provides to address a service failure. The Four-step Service Recovery Process - Answer 1. Keep your composure, 2. Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Prop...

NRF Exam 3 Questions and Answers with Verified Solutions What do you need to consider when communicating with a customer? Needs & Interests Examples of Non-Verbal Communication Body Lanuage, Eye Contact, Voice/Tone, Handmotions, How close your standing Example of Compnay Policies Attendance, Dress Code, Saftey, Technology, Scheduling, Customer Service Where do find company policies? Employee or Company Handbook Reminders for apperance when going to work Good Hygiene, Clean Clothes, Facial Ha...